Refunds &cancellations

Deposits, retainers, or initial project payments may be non-refundable once the project has been scheduled or work has started. These payments reserve production time and allow Silvanè to begin strategy, planning, design, development, research, or other project-related work.

The specific payment structure for each project — the deposit, the milestones, and when each is due — is set out in the applicable proposal, estimate, statement of work, or client agreement. Our standard terms are in the Client Terms.

If a client cancels a project before work has begun, Silvanè may consider a full or partial refund. What is available depends on:

• whether production time has already been reserved
• administrative work completed
• planning or discovery work completed
• third-party costs incurred
• commitments made specifically for the project

Any approved refund is determined on a case-by-case basis and confirmed in writing.

Once project work has begun, payments already made are generally non-refundable. If a project is cancelled after work has started:

• the client remains responsible for all completed work
• work completed beyond amounts already paid may still be invoiced
• any outstanding approved expenses remain payable
• Silvanè may stop further work immediately once cancellation is confirmed

Any deliverables released after cancellation are subject to the applicable project agreement and payment status. Where the agreement provides for it, work that has been paid for is handed over in a usable form.

For projects billed in stages or milestones, payments associated with completed or active milestones are generally non-refundable.

Future, unpaid milestones may be cancelled unless the project agreement specifies otherwise.

Third-party expenses are non-refundable once purchased or committed on a client’s behalf. These may include:

• domain registrations
• hosting
• software licences
• plugins
• fonts
• stock photography
• stock video
• digital assets
• API usage
• external contractors
• subscriptions
• printing
• production expenses
• other project-specific costs

If a third party allows a refund, Silvanè may pass that refund through to the client where appropriate.

If a project is delayed for an extended period because required client feedback, content, approvals, assets, or communication have not been provided, Silvanè may pause or reschedule the project.

Payments already made remain subject to the project agreement and are not automatically refundable because of client-caused delays. Where appropriate, Silvanè may require a restart or rescheduling fee before work resumes; any such fee is agreed in writing before it applies.

If a client needs to postpone a project rather than cancel it, Silvanè may offer rescheduling, subject to studio availability.

Costs already incurred remain payable. Previously reserved production time may not always be transferable to a new date.

A change in preference, an internal business decision, a change in management, a project cancellation, or a decision not to use completed work does not by itself create a right to a refund for work already performed.

Silvanè will always try to work collaboratively through reasonable changes in project direction within the agreed scope. Additional work or major changes may require a revised scope and additional fees, agreed before the work is done.

Any refund request should be made in writing to hello@silvanestudios.com, and should include:

• client / company name
• project name
• the reason for the request

Silvanè will review the project status, the work completed, the expenses incurred, and the applicable agreement before determining whether any refund is available, and will reply in writing.

A Digital Edition is withdrawn from sale the moment it is claimed and cannot be re-listed, so it is non-refundable once customisation has begun. The exceptions the studio honours — a change of mind before work starts, or a delivery that materially differs from the live demo — are set out in the Edition licence.

Care plans are billed monthly in advance and can be cancelled with the notice period in the Client Terms. Part-months are not refunded; the service continues through the period paid for.

Every custom project may have its own proposal, statement of work, estimate, payment schedule, or service agreement. If the terms of a signed agreement differ from this policy, the signed agreement governs.

This Refund & Cancellation Policy describes Silvanè’s standard approach. It is general information about how the studio works, not legal advice.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.

For questions about a payment, cancellation, or refund:

Silvanè Studios
Ontario, Canada
hello@silvanestudios.com