Policy / 03
Before production begins
You may request cancellation before production begins for a full refund. Production begins only after verified payment, source approval, rights confirmation, and capacity reservation.
If Roughdraft cannot proceed
Roughdraft will cancel and issue a full refund when it cannot fulfill the accepted scope because required capacity, rights clearance, or technical production conditions cannot be met.
After production begins
Because the work is property-specific, a completed custom package is not automatically refundable. If Roughdraft materially misses the accepted scope and cannot correct it through the included revision, the remedy may be re-performance, a partial refund for the undelivered portion, or a full refund when the package is unusable due to Roughdraft's failure.
One included revision
Submit one consolidated revision request within seven calendar days of first delivery. A revision corrects work against the accepted scope. It does not add properties, rooms, deliverables, replacement source sets, or a new creative direction.
Founding slots and refunds
A founding slot counts only after a successfully completed, non-refunded founding order. A fully refunded founding order does not permanently consume one of the three slots.
Monthly retainers
You may cancel before the next renewal to stop future monthly charges. A paid monthly cycle follows the same custom-work rules above: it is fully refundable before production begins, while work already started is handled through re-performance, partial refund, or refund for an undelivered portion as appropriate.
How to request help
Email [email protected] with the order reference and a concise description of the issue. Roughdraft will review the payment, scope, rights, production, QC, delivery, and revision records before deciding the remedy.
Payment disputes
Contact Roughdraft first so the order record can be reviewed. Nothing in this policy limits non-waivable rights provided by applicable law.