Payment and Refunds

This Payment and Refund Policy outlines the terms under which Mountain Studio (referred to as “we”, “our” or “us”) provides design and creative services. By engaging our services, you agree to the following terms.

Quotes and Proposals

All quotes, proposals, or fee estimates provided by us are valid for 30 days unless otherwise stated. Acceptance of a quote or proposal must be confirmed in writing (email is sufficient) before work commences.

Deposits

For most projects, we require a non-refundable deposit of 30–50% of the total project fee prior to commencement. This secures your booking in our schedule and covers initial research, consultation, and concept development. Work will not begin until the deposit has been received.

Invoicing and Payment Terms

Invoices will be issued according to project milestones or as otherwise agreed in writing. Unless otherwise specified, payment is due within 14 days of the invoice date. For ongoing or retainer arrangements, invoices are typically issued monthly.

Late payments may incur a late fee of 5% per month or part thereof, calculated on the outstanding balance, unless prior arrangements have been made. Continued non-payment may result in suspension of services and recovery of fees through legal or debt collection processes, with costs payable by the client.

Cancellations

If you wish to cancel a project after work has commenced, you must notify us in writing. The deposit is non-refundable. You will also be invoiced for all work completed up to the date of cancellation, including any expenses incurred on your behalf.

If we need to cancel a project due to unforeseen circumstances, we will refund any payments made for work not yet completed, excluding the deposit, unless otherwise agreed

Refunds

As our services are professional and tailored, refunds are not generally provided once work has commenced. Refunds may only be offered at our discretion in cases where services have not been delivered in accordance with the agreed scope.

Please note that creative services are subjective, and dissatisfaction with style or artistic direction does not constitute grounds for a refund. We will always work collaboratively and provide reasonable revisions within the agreed scope to ensure you are satisfied with the outcome.

Revisions and Scope Changes

The agreed project fee covers the scope of work outlined in your proposal or contract. Any requests for work outside this scope (including additional revisions, changes of direction, or extra deliverables) will be treated as a variation and may incur additional fees. These will be quoted and approved prior to proceeding.

Expenses and Third-Party Costs

Any expenses incurred on your behalf (such as, but not limited to, printing, materials, software licences, or consultant fees) will be charged in addition to the project fee unless otherwise stated. These costs may be invoiced upfront or as they arise. An example of this: Mountain Studio does not typically offer advanced services such as VR Walkthroughs of finished 3d spatial designs, however, if extra assisstance in visualisation was needed, we are happy to purchase the license for the correct software and make that happen for you. However, as this isn’t a usual service, nor a marketed one, it would be up to the client if they would like to proceed, aware of an additional cost.

Ownership of Work

All intellectual property and design files remain the property of Mountain Studio until full payment has been received. Upon final payment, ownership of agreed deliverables transfers to you, except for any third-party assets or our retained rights as outlined in the project contract.

Dispute Resolution

We are committed to providing a professional and fair service. If you are unhappy with any aspect of the work, please contact us immediately to discuss a resolution. In the event of a dispute, both parties agree to attempt mediation in good faith before pursuing legal remedies.

For any payment or refund enquiries, access requests, or complaints, please contact: HERE