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Refund Policy

EU Consumer Rights Compliance

In accordance with the EU Consumer Rights Directive (2011/83/EU), individual consumers purchasing digital or custom services online generally have the right to withdraw from a contract within 14 days (cooling-off period).

 

However, this right does not apply to “custom-made or clearly personalized digital services” once work has begun, with the consumer’s consent.

Nature of Our Services

Most of our services (e.g., branding, web design, illustration, product design, video editing) are:

 

  • Custom-made

  • Digital in nature

  • Delivered based on client specifications and preferences

 

Therefore, once a project has started and the client has received initial drafts or creative work, a full refund is generally not possible.

Refund Eligibility

We may consider partial refunds only in the following cases:

 

  • The project was cancelled before any design or production work began

  • The delay or failure to deliver is solely due to our fault

  • A technical error (e.g. double payment) occurred

 

In such cases, the refund amount will be calculated based on:

 

  • Work already completed

  • Time/resources already allocated

  • Third-party expenses already incurred (e.g. paid assets)

Cancellations

To request a cancellation:

 

  • You must contact us in writing at info@carrot-studio.net

  • Cancellations are only considered valid after written confirmation from us

  • Work already delivered will be billed proportionally

Non-Refundable Cases

Refunds will not be granted in cases where:

 

  • Work has already begun and the client later changes their mind

  • The client is unresponsive or fails to provide necessary input/materials

  • Delays are caused by factors outside our control (e.g. platform errors, third-party delays)

  • The dissatisfaction is due to subjective preference after agreed scope is delivered

How to Request a Refund

To request a refund, email us at info@carrot-studio.net with:

 

  • Your full name or company name

  • Date and description of purchase

  • Reason for the request

 

We will respond within 5 business days and evaluate each case individually.

Dispute Resolution

If a resolution cannot be reached directly, EU customers may submit a complaint through the EU Online Dispute Resolution (ODR) platform:

🔗 https://ec.europa.eu/consumers/odr

Contact Us

Carrot Studio

📧 creative@carrot-studio.net

📍 Bucharest, Romania

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