1. Purpose
This policy explains how NEWVERA reviews refund requests, billing errors, unauthorized-transaction claims and payment disputes for customized digital branding services.
Detailed rules for refund requests, partial refunds, duplicate charges, unauthorized transactions, chargebacks and customized design work.
This policy explains how NEWVERA reviews refund requests, billing errors, unauthorized-transaction claims and payment disputes for customized digital branding services.
NEWVERA’s work is created for a specific customer’s business and brief. Because creative labor may have value before final files are delivered, refund treatment depends on how far the project has progressed rather than only on whether the customer ultimately chooses to use the work.
If a cancellation or refund request is received before substantive custom production begins, NEWVERA may be able to issue a fuller refund, subject to the transaction circumstances and any legally permitted non-recoverable costs.
Project review, research, preparation and planning may constitute work even before a polished design is delivered. A refund request after that work has begun may be evaluated differently from an immediate pre-production cancellation.
Once NEWVERA has begun custom design production, a full refund is not automatically available because creative time has already been committed to the customer’s order.
After initial design work has been delivered, the service has been materially performed. Subjective dissatisfaction should ordinarily be addressed through the included revision process before assuming a refund is due.
Using revision rounds confirms that the project has moved beyond the initial delivery stage. Cancellation during revisions does not automatically reverse the value of the original design work and completed revision labor.
When the customer approves the final direction, NEWVERA may prepare final exports and close production. A later change of mind after approval generally does not create an automatic full-refund right.
Once the final deliverables included in the package have been provided, the service is normally considered fulfilled. Clear technical delivery errors may still be corrected, and mandatory legal rights remain unaffected.
A customer deciding not to launch the business, changing strategy, preferring another designer or otherwise changing their mind does not automatically require a refund for custom work already performed.
Creative design involves judgment and personal taste. The fact that a customer would have preferred a different aesthetic outcome does not by itself establish that the service was not provided, especially where revisions remain available.
If the wrong package is purchased, contact support before production starts. NEWVERA may be able to move the order to a different package and charge or refund the difference where practical.
A refund is not automatically created because a customer fails to provide assets, stops responding or does not use delivered work. Work already performed may remain compensable.
Verified duplicate payment processing is a billing issue rather than a subjective refund request. NEWVERA will review processor records and correct a confirmed duplicate charge as appropriate.
If a customer was charged an amount different from the accepted checkout amount, support should be contacted with the transaction details so the discrepancy can be investigated.
A person who believes a transaction was unauthorized should notify NEWVERA and the relevant financial institution promptly. NEWVERA may provide information to assist a legitimate payment investigation.
Send the order name, purchase email, package, approximate date, transaction reference if available, reason for the request and requested resolution to support@newvera.shop. Avoid sending full card credentials.
NEWVERA may review the payment record, project brief, work performed, files delivered, revision history, approvals and customer communications before deciding a refund request.
Where appropriate, a partial refund may reflect the portion of the service not yet performed while compensating work already completed. A partial-refund decision depends on the actual project history.
Payment processors may not always return transaction fees to merchants. NEWVERA will apply any treatment of such fees only where permitted by law and consistent with the circumstances of the refund.
Approved refunds are generally returned through the original payment route where possible. NEWVERA will not normally send a refund to an unrelated third-party account simply because the customer requests it.
After NEWVERA submits an approved refund, banks and card networks control posting time. Customers should allow the processing period stated by their financial institution.
A chargeback is a separate process controlled by the payment provider or issuer. If a dispute is opened, NEWVERA may submit relevant evidence including accepted policies, order information, communications, design files, revision requests and delivery records.
Direct support is usually faster for missing files, incorrect links, scope questions and billing errors. Customers are therefore encouraged to give NEWVERA an opportunity to investigate before escalating to a chargeback when practical.
NEWVERA may contest a knowingly false or abusive payment dispute and may suspend further service where there is evidence of fraud, intentional misuse or repeated bad-faith disputes.
A full refund or reversed payment may affect the customer’s right to continue using unpaid custom work. Ownership and licensing consequences are addressed in the IP & Copyright Policy.
Nothing in this policy limits refund, cancellation or statutory rights that applicable law makes mandatory and non-waivable.
Refund and dispute requests:
NEWVERA LLC
Branding & Creative Design Studio
271 W. Short St, Ste 410 #2898
Lexington, KY 40507
United States
Website: newvera.shop
Email: support@newvera.shop
Phone: +1 (859) 595-9811