Transparency in every
creative partnership.
Clear terms, honest practices, and respectful data handling — our commitment to every client, on every engagement.
Refund Policy
Oak Palette, a fully owned brand of Apex-Nova (Private) Limited, provides fully customised design and creative services tailored to each client's unique brand. Due to the bespoke, craft-intensive nature of our engagements and the dedicated creative resources involved, our refund policy is structured to protect both clients and Oak Palette fairly. We believe in transparency and fair dealing throughout every creative partnership.
Understanding Our Refund Policy
Given the customised, professional creative services nature of our engagements, all payments are generally non-refundable once work has commenced or deliverables have been provided.
Why This Policy Exists
- ◦Bespoke Engagements — Every engagement is scoped and executed specifically for your organisation's unique brand context and creative requirements.
- ◦Dedicated Creative Commitment — Specialised designers and creative team resources are allocated from the moment an engagement is confirmed.
- ◦Intangible Deliverables — Brand identities, design systems, creative strategy, and visual assets cannot be "returned" once created and delivered.
- ◦Immediate Value Transfer — Creative direction, brand strategy, design concepts, and implementation outputs have inherent value upon delivery.
Oak Palette is committed to delivering exceptional creative value and will always work to ensure your satisfaction throughout the engagement.
Eligible Refund Scenarios
Oak Palette will issue full refunds in the following legitimate circumstances:
✓ Duplicate or Erroneous Payments
- ◦Accidental duplicate transactions from the same payment method
- ◦System or gateway errors resulting in double charges
- ◦Verified through payment transaction records and confirmation
✓ Pre-Commencement Cancellations
- ◦No discovery, creative planning, or engagement work has been initiated
- ◦Cancellation request submitted within 24 hours of payment confirmation
- ◦No resources have been allocated, scheduled, or discovery sessions commenced
✓ Payment Gateway Failures
- ◦Technical errors in payment processing where the charge succeeded but no service was registered
- ◦Verified through payment gateway support and transaction logs
Refund Request & Processing
All refund requests are handled with priority and complete transparency.
How to Request a Refund
- ◦Contact our support team at hello@oakpalette.com
- ◦Provide your transaction reference, payment date, and engagement details
- ◦Clearly explain the reason for your refund request
- ◦Submit within 3 business days of the transaction for fastest processing
Processing Timeline
- ◦Initial Review — All refund requests are reviewed within 3 business days of submission.
- ◦Approval & Processing — Approved refunds are processed within 7–10 business days.
- ◦Bank Processing — An additional 3–5 business days may apply for bank or card credits depending on your financial institution.
Refund Method
- ◦Refunds are returned to the original payment method used at the time of transaction
- ◦Card refunds appear as a credit on your statement
- ◦Bank transfer refunds are returned to the originating account
Engagement Cancellation Terms
If you need to cancel or pause an engagement after payment has been made:
- Before Commencement — A full refund is available if requested within 24 hours and no discovery, creative planning, or resource allocation has begun.
- After Commencement — No monetary refund is available once creative engagement work has begun, but we can pause, restructure, or adjust scope through mutual written agreement.
- After Delivery — No refunds are available once deliverables have been provided, but Oak Palette offers reasonable post-delivery support within the agreed warranty period.
- Phased Engagements — For milestone-based engagements, refunds may be considered for phases that have not yet been initiated, subject to review.
Oak Palette encourages open communication if your circumstances change. We prefer to find a workable creative solution over a simple cancellation.
Dispute Resolution & Client Support
Client satisfaction is central to everything Oak Palette does. If you have concerns about our services or deliverables:
- Contact Us First — Reach out directly to our team — the vast majority of concerns are resolved through direct, constructive communication.
- Provide Specific Feedback — Help us understand your concerns with concrete examples, creative expectations, and context.
- Collaborative Problem-Solving — Oak Palette works with you to find fair solutions, which may include revisions, adjustments, or service credits at our discretion.
- Escalation Path — Unresolved concerns may be escalated to Oak Palette's management team for review and resolution.
Oak Palette values long-term creative partnerships over short-term transactions and will go above and beyond to ensure your engagement delivers real brand value.
Contact for Refund & Billing Queries
For all refund requests, billing questions, or general payment-related enquiries, please contact us through the following channels:
- General Support — hello@oakpalette.com — responses within 1 business day.
- Billing & Payment Enquiries — hello@oakpalette.com — please include your transaction reference, payment date, and a brief description of your query.
- Required Information — Transaction reference or ID, payment date, engagement details, and specific concern or request for refund.
Oak Palette appreciates your trust and is committed to delivering exceptional creative value in every engagement and interaction.
For refund requests or billing enquiries, please contact our support team at hello@oakpalette.com
Have questions about our policies or need clarification on any terms?
Contact our team