This Refund Policy applies to all services purchased from NA Visuals, including website design, website hosting, photography, videography, and consulting, whether you are a website client or any other type of client. It applies unless a signed Service Agreement states otherwise.

This Refund Policy outlines the terms and conditions under which refunds may be considered for services provided by NA Visuals (“NA Visuals,” “Company,” “we,” “us,” or “our”).

By purchasing, renewing, or engaging any service with NA Visuals, including but not limited to website hosting, website design, photography, videography, or consulting, you (“Client,” “you,” or “your”) agree to this Refund Policy.

This Refund Policy applies to all Clients. The other documents that govern your relationship with NA Visuals depend on the services you purchased:

• Website design and/or hosting clients: this Refund Policy is read together with the Website Design Terms of Service, Website Hosting Terms of Service, and Client Privacy Policy.
• All other clients: this Refund Policy is read together with your signed Service Agreement and the Client Privacy Policy.

The Website Design Terms of Service and Website Hosting Terms of Service apply only to website clients and do not govern any other engagements.

Clients are responsible for reviewing this policy prior to completing any purchase.

1.1 Order of Precedence
If there is any conflict between this Refund Policy and other agreements, the following order of precedence applies:

1. Your signed Service Agreement (for website clients, the Website Design Agreement; for all other clients, the signed Service Agreement)
2. This Refund Policy
3. Website Hosting Terms of Service (website clients only)
4. Website Design Terms of Service (website clients only)

Items 3 and 4 apply only to website clients.

For the purposes of this Refund Policy, the following terms shall have the meanings set forth below:

• “Services” means website hosting, website design, photography, videography, consulting, and any related services described on our website, proposals, invoices, or agreements.
• “Digital Deliverables” means design drafts, mockups, media files, galleries, websites, videos, photos, and other digital work products.
• “Deposits” means upfront payments made to reserve time, resources, and project scheduling. Deposits are non-refundable unless expressly stated otherwise in writing.
• “Subscription” means the recurring billing arrangement under which you pay for Website Hosting Services on a monthly or annual basis.
• “Business Days” means Monday through Friday, excluding federal holidays observed by NA Visuals.
• “BNPL” means Buy Now, Pay Later financing options, such as Affirm, that allow Clients to pay for services in installments.
• “Substantial Performance” means the point at which meaningful work or resources have been dedicated to a project. This includes, but is not limited to, the completion of a wireframe, the presentation of a first draft or design concept, the booking of a studio space, the procurement of third-party assets or licenses, or the allocation of dedicated resources to the project.

This Refund Policy applies to all Services unless explicitly overridden by a written agreement signed by both parties.

Except as expressly set forth in this Policy or a signed Service Agreement, all payments are non-refundable and non-transferable. Due to the custom, digital, and time-based nature of our Services, refunds are not provided once:

• Work has begun or Substantial Performance has been achieved
• A service has been provisioned or delivered
• A Subscription has been activated or renewed

Refunds are not provided for:

• Change of mind after purchase
• Subjective dissatisfaction with creative style or aesthetic preference
• Failure to use purchased Services

This applies provided the Services were delivered substantially as described.

All website hosting fees, including monthly or annual Subscriptions, add-ons, setup fees, and administrative fees, are non-refundable once hosting has been activated, provisioned, or renewed.

• Hosting fees are time-based, not usage-based.
• Hosting fees are not prorated for partial months or unused time.
• Canceling hosting before the end of a billing cycle does not entitle the Client to a refund or credit for the remaining time.

Annual Plan Exception: Notwithstanding the foregoing, a Client on a prepaid annual hosting plan may request a refund of the annual Website Hosting fee within thirty (30) days of the Effective Date of their Website Design Agreement, whether termination occurs before or after launch. The refund equals the annual fee paid, less a non-refundable twenty-five-dollar ($25.00) setup and provisioning charge applied at execution to configure and allocate the Client’s server environment. After the thirty (30)-day period, annual Website Hosting fees are non-refundable. Monthly hosting fees remain non-refundable and are not prorated.

Non-payment, chargebacks, or reversed payments may result in immediate suspension or termination of hosting Services. Suspension or termination does not entitle the Client to any refund.

For information about canceling your hosting Subscription, please refer to Section 22 (Termination) of our Website Hosting Terms of Service.

Payments for website design Services, including new builds, redesigns, ongoing design services, and custom features, are non-refundable once work has commenced or design drafts have been provided.

• Deposits: Non-refundable. Deposits secure project scheduling and resources.
• Remaining Balances: Due according to the invoice or Service Agreement.
• Post-Approval: Refunds are not available after approval of any design, milestone, or final deliverable.

Services are considered rendered upon Substantial Performance, even if the Client elects not to proceed, delays the project, or chooses not to use the completed work.

Service non-performance does not include delays or failures caused by the Client. The following Client actions do not entitle you to a refund:

• Failure to provide content, assets, access, or credentials
• Failure to provide timely feedback or approvals
• Requests to pause, abandon, or materially change project scope
• Unresponsiveness for more than thirty (30) days

In such cases, all amounts paid remain non-refundable, and the project may be paused or closed at our discretion.

If any invoice becomes overdue, we may pause all work until payment is received in full.

All design files, source files, websites, administrative access, and deliverables remain the property of NA Visuals until full payment has been received. We may withhold access to live websites, backend credentials, and final files until all outstanding balances are paid.

Once full payment is received, ownership transfers to the Client as outlined in our Website Design Terms of Service.

Photography and videography Services are time-based and custom. Once a session is booked, we reserve time, equipment, and resources exclusively for your service.

8.1 Deposits and Cancellations

• Deposits are non-refundable.
• Cancellations within seventy-two (72) hours of the scheduled session are not eligible for a refund or credit.
• Cancellations made more than seventy-two (72) hours in advance may be eligible for rescheduling at our discretion.

8.2 Rescheduling

• If rescheduling is required due to weather or unforeseen circumstances, we will make reasonable efforts to accommodate a new date.
• If we are unable to perform and cannot reschedule, a full refund for the affected service will be issued.

8.3 Completed Services
No refunds are provided once photography or videography Services have been completed or delivered.

A non-refundable booking fee is required to schedule consultations, including video consultations via Google Meet or similar platforms.

• Booking fees are non-refundable once confirmed.
• Missed appointments result in forfeiture of the booking fee.
• Late arrivals exceeding fifteen (15) minutes result in forfeiture of the booking fee.
• Last-minute rescheduling (less than 24 hours’ notice) results in forfeiture of the booking fee.
• If NA Visuals must reschedule, the booking fee will be credited toward a future appointment.

Clients are responsible for reviewing all deliverables prior to approval.

Once final approval is given (verbally, via email, or in writing), the project is considered complete, and no refunds will be issued. For initial website design Projects, if no response is received within seven (7) Business Days of delivery, the Project will be deemed accepted per the Website Design Terms of Service.

Any changes requested after approval may be billed as new work at our then-current rates.

If you choose to pay for any Service using a Buy Now, Pay Later (“BNPL”) option, including Affirm, you acknowledge and agree to the following:

11.1 Third-Party Agreement

• BNPL services are provided by third-party financing providers and are not operated or controlled by NA Visuals.
• Your BNPL agreement is a separate contract between you and the financing provider.
• NA Visuals does not control BNPL repayment schedules, interest rates, fees, or financing terms.

11.2 Refunds and BNPL Obligations
Approval of a refund by NA Visuals does not automatically cancel, modify, or reduce your BNPL repayment obligation.

• Any approved refund will be issued only in accordance with this Refund Policy and the BNPL provider’s rules.
• You remain responsible for all payments owed to the BNPL provider unless and until the provider confirms otherwise.

11.3 Cancellations and Disputes

• Early cancellation, termination, or non-use of Services does not relieve you of your repayment obligations under your BNPL agreement.
• All disputes related to BNPL repayment schedules, interest, fees, or financing terms must be resolved directly with the BNPL provider.
• Initiating a chargeback or dispute for valid charges delivered in accordance with this Policy may result in service suspension or termination.

Referral credits earned through our Referral Program (as described in the Website Hosting Terms of Service) are not redeemable for cash and cannot be refunded.

• Credits may only be applied toward eligible Services.
• Expired credits hold no value and cannot be reinstated.
• Credits are non-transferable.
• Upon termination of your Services, any unused credits will be forfeited.

Refunds may be considered only in limited circumstances, including:

• Duplicate or accidental payments
• Services not rendered due to non-performance by NA Visuals (excluding Client-caused delays)
• Failure to initiate a project where no work or resources have been allocated

13.1 Refund Request Requirements

• Requests must be submitted in writing within fourteen (14) days of the transaction or scheduled service date.
• Requests must include identifying transaction details (invoice number, date, amount).
• Approved refunds may exclude non-refundable third-party fees.

Partial refunds or credits are granted only at the sole discretion of NA Visuals.

If a partial refund or credit is approved for a Client-initiated cancellation for convenience (not due to an error or non-performance by the Company):

• An administrative fee of five percent (5%) will be deducted.
• Partial refunds apply only to unused Services that have not commenced.
• Credits issued in lieu of refunds must be used within twelve (12) months.

For clarity, refunds of annual Website Hosting fees are governed exclusively by the twenty-five-dollar ($25.00) setup and provisioning charge described in Section 4 and the Website Design Agreement. The five percent (5%) administrative fee in this Section does not apply to hosting refunds; it applies only to other approved convenience refunds of design or other Services.

In the event of a full or partial refund, any licenses granted to the Client for use of Digital Deliverables, drafts, concepts, or final files are immediately and automatically revoked.

Upon revocation, the Client must:

• Immediately cease all use of the work product provided by the Company.
• Delete all copies of the work product in the Client’s possession, custody, or control.
• Confirm deletion in writing upon request by the Company.

Any continued use of revoked work product constitutes copyright infringement and a breach of this Policy, and the Company reserves the right to pursue all available legal remedies.

Clients must contact us directly to resolve billing concerns before initiating a chargeback or dispute with their bank or payment provider.

• Chargebacks initiated for valid charges may result in immediate service suspension or termination.
• Fraudulent or abusive chargebacks will be contested and may result in collection efforts or legal action.
• Clients are responsible for reasonable collection and recovery costs, including attorney’s fees.

For billing disputes, please contact us at [email protected] before contacting your bank.

The following costs are non-refundable under all circumstances:

• Domain registration or renewal fees
• Third-party software, plugins, or subscriptions
• Payment processing fees
• Permits, rentals, or external vendor costs
• Administrative or setup fees
• SSL certificate fees
• Stock photo or asset licensing fees

Approved refunds will be issued using the original payment method when possible.

• Refunds are typically processed within seven (7) to fourteen (14) Business Days.
• Refunds to credit cards may take an additional billing cycle to appear on your statement.
• Refunds for BNPL purchases will be processed according to the BNPL provider’s policies.

To the maximum extent permitted by applicable law, NA Visuals’ total liability to the Client for any claim arising out of or related to the Services, whether in contract, tort, strict liability, or otherwise, shall not exceed the total amount paid by the Client for the specific Service giving rise to the claim during the twelve (12) months preceding the claim.

In no event shall NA Visuals be liable for any direct, indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to loss of revenue, loss of profits, loss of data, or loss of business opportunity, regardless of whether such damages were foreseeable or whether the Company was advised of the possibility of such damages.

NA Visuals shall not be held liable for any delay or failure to perform its obligations under this Policy or any Service Agreement where such delay or failure results from circumstances beyond the Company’s reasonable control, including but not limited to:

• Acts of God, natural disasters, fire, flood, or severe weather
• Epidemics, pandemics, or government-mandated lockdowns or quarantines
• War, terrorism, civil unrest, or armed conflict
• Strikes, labor disputes, or supply chain disruptions
  Internet outages, power failures, or telecommunications failures
• Equipment failure, data loss, or cyberattacks
• Government actions, regulations, or orders

In the event of a Force Majeure occurrence, the Company will make reasonable efforts to resume performance as soon as practicable. If the Force Majeure event continues for more than sixty (60) days, either party may terminate the affected Services without penalty. If the Company is unable to perform the affected Service, the Client’s sole remedy shall be a refund of amounts paid for the unperformed portion of the affected Service.

We reserve the right to modify this Refund Policy at any time. We will provide at least fourteen (14) days’ notice before any material changes take effect. Notice will be provided via email or, for website clients, through your admin account. The most current version of this Policy will always be available at our website.

Your continued use of the Services after any modifications to this Policy constitutes your acceptance of the updated terms. It is your responsibility to review this Policy periodically.

Material changes that affect existing active Service Agreements will be communicated to affected Clients via email.

Any disputes arising from this Refund Policy that cannot be resolved directly with NA Visuals shall be subject to the Dispute Resolution provisions of your applicable signed Service Agreement — for website clients, the Website Design Agreement, Website Design Terms of Service, or Website Hosting Terms of Service; for all other clients, the signed Service Agreement. If no signed Service Agreement governs the dispute, it shall be resolved by final and binding arbitration in Los Angeles County, California, conducted in accordance with the Commercial Arbitration Rules of the American Arbitration Association (AAA), and governed by the laws of the State of California.

For questions regarding this Refund Policy or to submit a refund request, please contact:

NA Visuals
Email: [email protected]

Please include your name, invoice number, transaction date, and a detailed explanation of your request.