Last Updated: August 12, 2026
At Prism Nexa, we aim to provide professional, high-quality graphic design services that meet the project requirements agreed upon with each client.
Because most of our services are custom digital services created specifically for individual customers, refund eligibility depends on the status of the project and the amount of work already completed.
Please read this Refund Policy carefully before placing an order.
1. General Refund Policy
Prism Nexa provides custom graphic design services, including logo design, branding, social media graphics, banners, flyers, business cards, brochures, advertisements, website graphics, and other digital creative services.
Because design work is created specifically for each customer, refunds are generally available only in certain situations.
A refund request may be considered if:
- Work has not yet started
- We are unable to provide the purchased service
- We cancel the project before providing the agreed service
- A duplicate payment was made
- An incorrect amount was charged
- The service delivered is materially different from the agreed project scope and we are unable to correct the issue
Refund eligibility is reviewed on a case-by-case basis.
2. Cancellation Before Work Begins
If you request cancellation before design work has started, you may be eligible for a full refund.
To request cancellation, contact Prism Nexa as soon as possible after placing your order.
If no meaningful work has been performed and no non-refundable costs have been incurred, we will normally process the eligible refund to the original payment method.
3. Cancellation After Work Has Started
Once design work has started, the service becomes a customized digital service created specifically for you.
If you cancel after work has started, a full refund may not be available.
Depending on the stage of the project, we may:
- Decline the refund
- Provide a partial refund
- Deduct the value of work already completed
- Deduct any third-party costs already incurred
The amount of any partial refund will depend on the work completed before the cancellation request was received.
4. Completed Projects
Once a project has been completed, approved, and the final files have been delivered, the order is generally considered fulfilled.
Refunds are normally not available simply because:
- You change your mind
- You no longer need the design
- Your business plans change
- You decide to use another designer
- You prefer a different design style after approving the final design
- You fail to use or download the delivered files
- You expected results that were not included in the agreed project scope
We encourage customers to review drafts carefully and request eligible revisions before final approval.
5. Design Dissatisfaction
Graphic design is subjective, and personal preferences can vary.
A refund will not normally be issued solely because a customer does not personally like a design if Prism Nexa has followed the approved project brief and provided the agreed service.
If you are dissatisfied with a design, please contact us first.
Where revisions are included in your package, we will make reasonable efforts to adjust the design based on your feedback and the original project brief.
Requests that substantially change the original project direction may be considered additional work rather than revisions.
6. Revision Requests
Where revisions are included in your selected service, you should use the available revision process before requesting a refund.
Reasonable revisions may include:
- Text corrections
- Color adjustments
- Minor layout changes
- Image replacements
- Spacing adjustments
- Small visual changes
Revisions do not normally include:
- A completely new design
- A new concept unrelated to the original brief
- A major change in style after work has begun
- Additional designs not included in the order
- Additional sizes or formats not originally purchased
Additional work may require an additional fee.
7. Non-Refundable Situations
Refunds may not be available in situations including, but not limited to:
- The customer approved the final design
- Final files have already been delivered
- The project was completed according to the agreed brief
- The customer changed their mind after work started
- The customer provided incorrect information
- The customer supplied incorrect text, contact details, dimensions, or content
- The customer requested major changes outside the original scope
- The customer failed to provide required materials
- The customer stopped responding after work began
- The customer used or published the delivered design
- The customer received source or editable files
- Third-party assets or licenses were purchased specifically for the project
- Rush or expedited work has already been performed
- The customer violated our Terms & Conditions
Nothing in this section limits any refund or consumer right that cannot legally be excluded.
8. Duplicate Payments
If you accidentally make the same payment more than once for the same order, contact us with the relevant transaction information.
Once we verify the duplicate transaction, the duplicate amount may be refunded to the original payment method.
9. Incorrect Charges
If you believe you were charged an incorrect amount, contact us as soon as possible.
Please provide:
- Your name
- Order or invoice number
- Transaction reference
- Amount charged
- Description of the issue
If we confirm an incorrect charge, we will take reasonable steps to correct it.
10. When Prism Nexa Cannot Complete the Service
If Prism Nexa accepts payment but later determines that we cannot provide the agreed service, we may offer:
- A full refund
- A partial refund where part of the service has already been completed
- An alternative solution agreed upon with the customer
If we cancel a project before any work has been completed, the customer will generally be eligible for a refund of the amount paid for that service.
11. Customer Delays and Incomplete Information
Customers are responsible for providing the information and materials required to complete their projects.
This may include:
- Text
- Logos
- Images
- Brand information
- Design preferences
- Dimensions
- Product information
- Feedback
- Approvals
If a project is delayed because the customer does not provide required information, this does not automatically qualify the order for a refund.
If a customer remains unresponsive for an extended period, we may place the project on hold or close it according to our Terms & Conditions.
12. Rush and Priority Services
If a customer purchases expedited, rush, or priority design service and work has already started under that accelerated schedule, the rush or priority fee may be non-refundable.
This is because resources may have already been specifically allocated to meet the requested deadline.
13. Third-Party Costs
Some design projects may require third-party purchases or services, such as:
- Premium stock images
- Fonts
- Templates
- Plugins
- Illustrations
- Licensed assets
If these costs have already been incurred specifically for your project, they may be deducted from any eligible refund.
Third-party purchases may also be subject to the third party’s own refund policy.
14. Source Files
If editable or source files have already been delivered, the project will generally be treated as substantially or fully completed.
For this reason, refunds may not be available after source files have been supplied unless required by law or otherwise agreed in writing.
15. Printing and Physical Products
Prism Nexa primarily provides digital graphic design services.
Unless specifically stated otherwise, we do not manufacture or ship physical products.
If a project includes third-party printing or physical production, refund eligibility may be subject to separate terms because printing and production costs may become non-refundable once production has started.
Any applicable physical-product terms should be communicated before purchase.
16. Digital File Delivery
A design order is considered delivered when final files are sent through the agreed delivery method, such as:
- Download link
- Cloud storage
- Customer portal
- Other agreed electronic delivery method
Failure to download a file does not by itself make the order eligible for a refund.
If you experience a technical problem accessing your files, contact us and we will make reasonable efforts to resend or restore access to the delivered files.
17. Refund Request Timeframe
Customers should submit refund requests as soon as they become aware of a problem.
Unless a different period is required by applicable law, refund requests should normally be submitted within 7 days of the relevant payment or project issue.
Submitting a request does not automatically guarantee approval.
Each request will be reviewed based on:
- Project status
- Work completed
- Services delivered
- Customer communications
- Revision history
- Payment records
- The reason for the request
18. How to Request a Refund
To request a refund, contact Prism Nexa through the contact details provided on our website.
Please include:
- Your full name
- Email address used for the order
- Order or invoice number
- Payment date
- Amount paid
- Reason for requesting a refund
- Any supporting information
Providing complete information can help us review the request more efficiently.
19. Refund Review Process
After receiving a refund request, Prism Nexa may review:
- Order details
- Project brief
- Work completed
- Drafts provided
- Revision requests
- Delivery records
- Customer approvals
- Payment information
- Relevant communications
We may contact you if additional information is required.
We will approve, partially approve, or decline the request based on this policy, the applicable service agreement, and any legal obligations.
20. Approved Refunds
If a refund is approved, it will normally be returned to the original payment method where reasonably possible.
Processing times may vary depending on:
- Payment provider
- Card issuer
- Bank
- Currency
- Country
- Payment method
Once Prism Nexa submits an approved refund, the time required for the funds to appear in your account may be controlled by your bank or payment provider.
21. Payment Processing Fees
In some cases, payment processors may not return their original transaction fees when a payment is refunded.
Where permitted by applicable law and disclosed appropriately, non-refundable payment processing costs may be deducted from the refund amount.
22. Chargebacks and Payment Disputes
If you have a problem with your order, please contact Prism Nexa before initiating a chargeback or payment dispute.
We are willing to review legitimate concerns and attempt to resolve issues directly.
If a chargeback is submitted, Prism Nexa may provide relevant evidence to the payment provider, including:
- Invoice
- Order details
- Payment confirmation
- Project brief
- Customer communications
- Draft designs
- Revision history
- Approval records
- Final delivery confirmation
- Applicable policies and terms
Opening a payment dispute does not automatically entitle the customer to a refund.
23. Fraudulent Refund or Chargeback Claims
Prism Nexa reserves the right to dispute fraudulent or abusive refund and chargeback claims.
Examples may include situations where a customer:
- Receives and uses completed design work and then claims it was not delivered
- Approves a project and later falsely claims it was unauthorized
- Publishes or commercially uses completed work before requesting a chargeback
- Provides misleading information during a payment dispute
We may submit relevant documentation to payment providers, banks, or other authorized parties where appropriate.
24. Consumer Rights
This Refund Policy does not remove any statutory rights that customers may have under applicable consumer-protection law.
Depending on your location, certain laws may provide additional rights regarding digital services, cancellations, faulty services, or refunds.
Where mandatory law provides greater protection than this policy, the applicable law will take priority.
25. Changes to This Refund Policy
Prism Nexa may update this Refund Policy from time to time.
Changes may be made to reflect:
- Updates to our services
- Changes to payment methods
- Changes to business procedures
- Legal or regulatory requirements
When changes are made, the Last Updated date at the top of this page may be updated.
26. Contact Us
If you have questions about a refund, cancellation, payment, or project issue, please contact us through the contact information published on PrismNexa.com.
Business Name: Prism Nexa
Website: PrismNexa.com
Service Type: Professional Graphic Design Services
When contacting us about an existing order, please include your order number or invoice reference where available.
27. Policy Agreement
By placing an order with Prism Nexa, you acknowledge that you have read and understood this Refund Policy.
This policy should be read together with our:
- Terms & Conditions
- Privacy Policy
- Service Information
- Any specific quotation, invoice, or project agreement applicable to your order