Refund Policy

1. Scope of This Refund Policy

This policy applies to Services purchased directly from Vizuani, including but not limited to:

• 3D apparel visualization
• Virtual garment sampling
• CLO3D services
• 3D garment development
• 3D fashion animation
• Fabric digitalization
• Garment mockups
• Fashion accessory visualization
• AR/VR-ready fashion assets
• Tech pack services
• Pattern-related services
• Avatar fitting
• Product visualization
• Other digital apparel and visualization services

For projects purchased through a third-party freelance marketplace, payment platform, or other service provider, that platform’s applicable refund and dispute rules may also apply.

2. General Refund Principle

Vizuani provides customized professional services rather than standard off-the-shelf products. Once substantive project work has started, the time, technical work, creative development, and project-specific resources already used have value. Starting a project does not automatically make the entire payment refundable or non-refundable. Where appropriate, refunds may be calculated based on completed work, approved milestones, time spent, deliverables supplied, third-party expenses, and non-recoverable transaction costs.

3. Full Refund Eligibility

A full refund may generally be considered for duplicate payments, cancellations before substantive work begins, situations where Vizuani cannot provide the agreed service for operational or technical reasons prior to meaningful completion, or material failures to deliver primarily attributable to Vizuani that cannot be resolved within a reasonable timeframe (excluding delays caused by missing client info, late feedback, or force majeure).

4. When Project Work Is Considered Started

Work is considered started when Vizuani begins substantive activities such as reviewing/preparing project materials, creating patterns, modifying garments, setting up CLO3D projects, developing digital fabrics, preparing avatars, textures, fittings, simulations, animations, renderings, tech packs, or purchasing project-specific assets. Routine administrative communication or initial quotations alone are not considered substantive work.

5. Partial Refunds

If a Client cancels after substantive work has begun, Vizuani may consider a partial refund after deducting the reasonable value of completed work, time spent, approved milestones, supplied deliverables, project-specific purchases, third-party costs, and non-recoverable transaction expenses.

6. Deposits and Advance Payments

Unless an accepted quotation expressly states otherwise, deposit payments are not automatically permanently non-refundable. Vizuani may apply deposits toward completed work, reserved capacity (if agreed), project expenses, and third-party costs, refunding any remaining eligible balance.

7. Revisions Before Refund Requests

Clients should allow Vizuani a reasonable opportunity to correct issues (such as fit, color, material, or detail corrections) through the agreed revision process before requesting a refund. Refunds will not be issued instead of reasonable corrections within scope.

8. Scope Changes Are Not Refund Grounds

Changing design directions, garment concepts, colorways, major construction details, or file formats after work has started does not create a right to a refund and may incur additional fees.

9. Client Delays

Refunds will not be granted for delays, inactivity, or missed inputs caused primarily by the Client. Timelines may be extended, and prolonged inactivity may result in project holds or additional charges for resumption.

10. Subjective Dissatisfaction

Refunds are not available solely because a Client changes personal preferences after deliverables materially conform to approved briefs, references, specifications, or prior feedback.

11. Approved Work

Once a project stage or final deliverable is approved, refunds relating to that approved work are not available solely due to subsequent changes in direction, except for genuine technical defects that could not be identified earlier.

12. Completed and Delivered Projects

Fully completed projects conforming to approved requirements are non-refundable. Reasons such as cancelled product launches, changed business strategies, factory changes, or unrealized sales projections do not qualify for refunds.

13. 3D Visualization and Physical Production Differences

Digital 3D visualizations are simulations. Variations in actual manufactured garments caused by fabric behavior, shrinkage, dyeing, sewing tolerances, or factory workmanship do not make a digital visualization project eligible for refund if digital assets matched agreed specs.

14. Third-Party and Project-Specific Costs

Non-recoverable project-specific expenses incurred for resources like stock assets, fonts, textures, or specialized plugins specifically for the Client's project may be deducted from eligible refunds.

15. Payment Processing and Bank Fees

Refunds are issued through original payment methods where possible. Non-recoverable third-party payment processing, bank, or currency-conversion fees may be deducted from the refund amount.

16. How to Request a Refund

To request a refund, email [email protected] with your project/Order reference number, a clear explanation of the reason for the request, and supporting screenshots or documentation.

17. Refund Review Period

Vizuani typically reviews complete refund requests within 7 business days by examining project scope, records, completed work, deliverables, revision history, and approvals.

18. Refund Processing Time

Once approved and issued, funds typically take approximately 5–10 business days to appear in the Client's account depending on their financial institution or payment provider.

19. Chargebacks and Payment Disputes

Clients are encouraged to contact Vizuani directly before initiating chargebacks or payment disputes. Formal disputes may result in paused services and submission of relevant project evidence to payment providers.

20. Projects Purchased Through Third-Party Platforms

For projects engaged through freelance marketplaces or third-party payment platforms, the platform's specific escrow, cancellation, refund, and dispute rules take priority over this policy.

21. Fraudulent or Abusive Refund Requests

Vizuani reserves the right to reject refund requests involving evidence of fraud, payment abuse, false claims, unauthorized attempts to obtain completed work without payment, or repeated abusive activity.

22. Relationship With Our Terms and Conditions

This Refund Policy forms part of Vizuani’s Terms and Conditions (vizuani.com/terms). Specifically accepted project terms in an Order take priority over this general policy where applicable.

23. Changes to This Refund Policy

Vizuani may update this policy periodically, with updates posted on this page with a revised "Last Updated" date.