Softriver Refund Policy

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Last Updated: February 26, 2026

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At Softriver LLC, we want you to feel confident when ordering your logo or branding services. This Refund Policy explains the conditions under which refunds may be issued, while protecting the integrity of our creative work.

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1. Concept Validation

A concept is considered validated when the client indicates the design direction is on the right track, either by:

  • Email confirmation, or
  • Submitting a revision form with a rating of 6 points or above (indicating the design direction is on track).

Initial logo concepts are delivered within 48 hours after the client completes the required intake form (“Askform”).

Validation simply confirms that the design direction aligns with the client’s vision. Clients can continue to request revisions within the project workflow until the final design is completed.

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2. Logo Design Refund Policy.

You may request a full refund for your logo design if you are not satisfied, under the following conditions:

  • Before concept validation: Refunds may be requested at any time before approving the initial logo concept.
  • After concept validation: Refunds may be requested within 7 calendar days of concept validation, provided final logo files have not been delivered or used.
  • Revision Requirement: You must allow at least one revision based on your feedback before requesting a refund.
  • Limitation of Liability: Refunds are limited to the total amount paid for the service. Softriver is not responsible for indirect, incidental, or consequential losses.

Partial Refunds (Logo Design Only). Requests made 7-14 days after concept validation may qualify for a partial refund:

  • 1-2 completed revision rounds → up to 60% refund
  • 3-4 completed revision rounds → up to 40% refund

Requests made after 14 days but before final package delivery will be reviewed on a case by case basis with limited eligibility.

Non-Refundable Situations. Refunds cannot be issued if:

  • 14 days or more have passed since concept validation
  • Final logo or Brand Ecosystem files have been delivered, approved, accessed, or downloaded
  • Five or more revision rounds have been completed

Exceptions: Softriver will take responsibility in cases of proven design plagiarism or major technical errors, such as corrupted files, missing assets, or incorrect formats.

3. Brand Ecosystem Refund Policy.

The Brand Ecosystem package includes multiple customized design deliverables and requires significant resources.

  • Clients may request a refund for the logo phase only, in accordance with the Logo Design Refund Policy, before Brand Ecosystem production begins.
  • Revision Requirement: You must allow at least one revision based on your feedback before requesting a refund.

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4. Client Inactivity / Order Completion

To ensure timely project delivery, active client participation is required.

    If the client does not respond, provide required information, submit feedback, or approve concepts for
    40 consecutive calendar days
    , the project may be marked complete due to inactivity.

Once marked complete:

  • Work completed up to that point will be delivered as-is
  • No additional revisions will be provided
  • The project becomes non-refundable

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5. Post-Final Delivery Adjustments

Once the final logo packages or Brand Ecosystem deliverables are delivered:

  • Any additional changes or new requests fall outside the original scope and will require an extra fee
  • Clients may request that their project not be displayed in Softriver’s portfolio or marketing materials; such requests will be respected

Before processing a refund, Softriver may offer:

  • Assignment to a different designer
  • Additional logo concepts or design directions
  • Direct support from a Project Manager

These steps aim to resolve issues quickly and effectively.

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6. How Refunds Are Processed

  • Refunds are issued to the original payment method
  • Processing time depends on your bank or payment provider. Softriver is not responsible for any bank, payment processor, or currency conversion fees that may apply.
  • Every refund is logged in the project record for transparency

To request a refund, provide:

  • Your company name
  • A brief explanation of the issue

Softriver will review your request promptly and work toward the best solution.

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7. Our Commitment

Our goal is to deliver a design aligned with your vision. Softriver offers revisions, additional concepts, or refunds according to the rules above to help achieve this while maintaining the integrity of the creative process.