Refund Policy

01 Overview

This Refund Policy ("Policy") governs all financial transactions between Sleep Interface ("the Studio," "we," "us") and our clients ("you," "Client") in connection with the provision of UI and digital design services. This Policy is incorporated by reference into our Terms of Service and applies to all project-based engagements, retainer arrangements, and any other service offerings provided by the Studio.

Design services are fundamentally different from physical or digital product purchases. When you engage Sleep Interface, you are purchasing the time, expertise, creativity, and dedicated availability of our design team. Once that time and creative capacity has been committed and invested in your project, it cannot be recovered or reallocated. Our refund policy is structured to reflect this reality while remaining fair and transparent to all clients.

We encourage all prospective clients to thoroughly review our portfolio, ask questions, and ensure alignment on project scope and expectations before submitting any payment. We are always happy to discuss the details of our process and answer questions at hello@sleepinterface.com prior to project commencement.

02 Non-Refundable Deposit

All project engagements require a non-refundable deposit of fifty percent (50%) of the total agreed project fee before any design work begins. This deposit is strictly non-refundable under all circumstances, including but not limited to:

• Client's decision to cancel the project after the deposit has been submitted, for any reason
• Changes in the Client's business circumstances, direction, or priorities
• Client's dissatisfaction with initial creative direction, provided that work was delivered in accordance with the agreed brief
• Delays caused by the Client's failure to provide required materials, feedback, or approvals
• External factors beyond the Studio's control, including economic conditions, market changes, or force majeure events

The deposit serves several critical business functions: it reserves the Studio's design capacity for your project, covers time spent on project planning and discovery, compensates the Studio for turning away other client work during the reserved period, and secures the commitment of both parties to proceed with the engagement.

By submitting a deposit payment, the Client explicitly acknowledges and agrees that this payment is non-refundable and that they have read and understood the full terms of this Refund Policy.

03 Cancellation by the Client

If the Client chooses to cancel a project engagement after work has commenced, the following conditions apply based on the stage of work at the time of cancellation:

• Cancellation before design work begins — if the Client cancels after submitting the deposit but before any design work has commenced (typically within 48 hours of deposit receipt and before the project kickoff), the deposit remains non-refundable, but no additional fees will be charged
• Cancellation after design work has commenced — the Client is liable for all work completed to date. The Studio will calculate fees based on hours invested at our standard rate of $150 per hour or a proportional milestone-based fee, whichever is greater. If the total value of work completed exceeds the deposit amount, the Client must pay the outstanding balance before receiving any deliverables
• Cancellation after milestone delivery — if a milestone has been delivered and accepted or deemed accepted, the Client is liable for the full milestone fee regardless of subsequent cancellation
• Cancellation of a project in its final stages — if the Client cancels when the project is 75% or more complete, the full project fee is due, as the Studio's remaining capacity cannot realistically be reallocated

All cancellation requests must be submitted in writing to hello@sleepinterface.com. Verbal cancellations or cancellations communicated through informal channels will not be recognized as formal cancellation notices. Cancellation takes effect on the date the written notice is received by the Studio.

04 Cancellation by Sleep Interface

Sleep Interface reserves the right to cancel or terminate any project engagement in certain circumstances. In the event of cancellation initiated by the Studio, the following refund provisions apply:

• Cancellation due to the Client's breach of Terms — if the Studio terminates an engagement due to the Client's material breach of our Terms of Service, non-payment, abusive conduct, or unethical project requests, no refund of any amounts paid will be issued. The Studio retains all fees received as compensation for time invested and opportunity cost
• Cancellation due to the Studio's inability to deliver — in the rare event that Sleep Interface is unable to complete a project due to circumstances within the Studio's control (excluding force majeure), the Client will receive a pro-rated refund of any fees paid beyond the deposit, reflecting the proportion of work not yet completed at the time of cancellation
• Cancellation due to force majeure — in the event of cancellation due to circumstances beyond either party's reasonable control (including but not limited to natural disasters, prolonged illness, or other force majeure events), the deposit remains non-refundable, and any additional amounts paid will be refunded on a pro-rated basis for work not yet completed

The Studio will make every reasonable effort to communicate any issues that may affect project delivery as early as possible and to work collaboratively with the Client to find a suitable resolution before considering cancellation.

05 Revision and Dissatisfaction

Sleep Interface is deeply committed to delivering exceptional design work, and we take client satisfaction seriously. If you are dissatisfied with a design deliverable, our first course of action is always to work collaboratively to understand your concerns and refine the work through the revision process included in your project scope.

Dissatisfaction with a creative direction, aesthetic style, or design approach does not constitute grounds for a refund, provided that the deliverable was created in good faith in accordance with the agreed project brief and scope. Creative services inherently involve subjective judgment, and the Studio cannot guarantee that every deliverable will immediately reflect every Client preference before revisions are applied.

If you feel that a deliverable does not meet the requirements as explicitly defined in the approved project brief, please raise your concerns in writing within the revision period. The Studio will review your feedback and make every effort to address legitimate deviations from the agreed brief at no additional cost. If after exhausting the included revision rounds a significant and documented discrepancy from the agreed brief persists, we will discuss appropriate remedies on a case-by-case basis.

Change of mind, change of business direction, or evolving preferences that were not documented in the original project brief are not considered valid grounds for a refund and will be treated as scope changes subject to additional fees.

06 Retainer Engagements

For clients engaged on a monthly design retainer basis, the following refund provisions apply:

• Monthly retainer fees are invoiced in advance at the beginning of each calendar month and cover the Studio's reserved design capacity for that month. Retainer fees are non-refundable once the monthly period has commenced
• Unused design hours within a given retainer month do not carry over to subsequent months and are not eligible for refund, as the capacity was reserved and held available exclusively for the Client
• A Client wishing to cancel a retainer arrangement must provide written notice at least fourteen (14) calendar days before the next billing date. Cancellation requests received after this window will result in the final month's retainer fee being charged in full
• If a Client cancels a retainer arrangement mid-month after work for that month has already commenced, no refund of the current month's fee will be issued
• Retainer arrangements that include a minimum commitment period (as specified in the retainer agreement) are subject to an early termination fee equal to fifty percent (50%) of the remaining committed monthly fees

We encourage retainer clients to make full use of their monthly allocation and to communicate with the Studio early in each month to plan the most effective use of available design time.

07 Partial Refunds

Partial refunds may be considered by Sleep Interface at its sole discretion in limited and exceptional circumstances. A partial refund may be appropriate when:

• The Studio has received payment for a defined project milestone or deliverable that has not yet been commenced at the time of cancellation
• The Client has pre-paid for services beyond the current billing period under a retainer arrangement and provides adequate notice of cancellation
• A documented error or omission on the part of the Studio has resulted in a deliverable that materially and demonstrably fails to meet the explicitly agreed project brief, and resolution through revision is not feasible

Partial refunds will never include the initial deposit or any fees covering work that has already been completed and delivered. All partial refund calculations are made at the Studio's standard hourly rate of $150 per hour for time-tracked work, or on a proportional milestone basis, at the Studio's discretion.

To request consideration of a partial refund, the Client must submit a written request to hello@sleepinterface.com detailing the grounds for the request. The Studio will review and respond to all such requests within ten (10) business days.

08 Refund Process and Timeline

When a refund has been approved by Sleep Interface in accordance with the terms of this Policy, the following process and timeline apply:

• The Client will receive written confirmation of the approved refund amount and the payment method to be used for the refund within five (5) business days of the refund approval
• Refunds will be processed using the same payment method used for the original transaction wherever possible. If the original payment method is unavailable, an alternative method will be agreed upon in writing
• Refunds processed via credit or debit card may take seven (7) to fourteen (14) business days to appear in the Client's account, depending on the Client's financial institution
• Refunds processed via bank transfer or wire will be issued within seven (7) business days of approval. International wire transfers may take an additional three (3) to five (5) business days to complete
• Any fees associated with the refund transaction, including wire transfer fees or currency conversion charges, will be deducted from the refund amount

The Studio will not issue refunds in the form of store credit, design service credits, or any non-monetary form unless explicitly agreed in writing by both parties. All approved refunds will be accompanied by a written refund confirmation from the Studio.

09 Chargebacks and Disputes

Sleep Interface strongly encourages clients to contact us directly to resolve any payment concerns before initiating a chargeback or payment dispute with their bank or card issuer. We are committed to resolving legitimate concerns fairly and efficiently through direct communication.

Initiating a chargeback or payment dispute without first attempting resolution with the Studio in good faith is a breach of our Terms of Service. In the event of an unjustified chargeback, the Studio reserves the right to:

• Immediately suspend all active work on any ongoing projects until the dispute is resolved
• Reclaim all design deliverables previously provided and revoke any intellectual property rights transferred, pending resolution of the dispute
• Provide documentation of all work performed and communications to the payment processor in defense of the chargeback
• Pursue recovery of the disputed amount, plus any chargeback fees incurred by the Studio, through legal or collections processes
• Permanently decline future service to the Client

If a chargeback is ultimately determined to be valid and upheld by the payment processor, the Studio will comply with the outcome and will have no further obligation to the Client. If the chargeback is found to be invalid or is reversed, the Client remains fully liable for the original invoice amount plus any associated chargeback fees.

10 Exceptions and Goodwill Credits

Sleep Interface understands that unforeseen and genuinely exceptional circumstances can arise. While this Policy defines our standard refund framework, we approach every client relationship with good faith and a genuine commitment to fairness.

In cases involving documented extraordinary circumstances — such as a serious medical emergency affecting the Client's ability to proceed with a project, or the sudden cessation of the Client's business due to circumstances entirely outside their control — the Studio may, at its sole and absolute discretion, consider exceptions to this Policy in the form of:

• A project hold or pause of up to ninety (90) days, preserving the Client's deposit and work completed to date, without forfeiting the project entirely
• A goodwill credit applicable to a future project engagement within twelve (12) months of the original project date
• A partial refund of amounts paid beyond the deposit, in recognition of the exceptional nature of the circumstances

Any exception to this Policy is entirely at the Studio's discretion and does not establish a precedent for future engagements. Exceptions will only be considered upon receipt of a written request from the Client clearly detailing the circumstances, submitted to hello@sleepinterface.com. The Studio's decision regarding any exception request is final.

11 Contact Information

If you have any questions about this Refund Policy, wish to discuss a concern about a payment or deliverable, or would like to submit a formal refund or cancellation request, please contact Sleep Interface using the details below. All refund and cancellation requests must be submitted in writing to be considered valid.

We aim to acknowledge all refund-related enquiries within two (2) business days and to provide a substantive response within ten (10) business days of receiving a complete written request.