Refund Policy
Last updated: September 22, 2025
At Softriver, we want you to feel confident when ordering your logo. That’s why we offer a satisfaction guarantee, if you’re not happy, you’re protected.
1. Concept Validation
A concept is considered validated when the client provides explicit approval of the initial concept, either by:
- Email confirmation, or
- Submitting a revision form with a rating of 6 points or above.
Note: Validation confirms the design direction is on track, but revisions can still be requested within the project workflow.
2. Full Refund Guarantee
You can request a full 100% refund at any time if you’re not satisfied with the work.
- Before concept validation: You can request a refund at any point before approving the initial concept, and it will be processed in full.
- After concept validation: If you’ve approved the concept, you can request a full refund within 7 calendar days after validation if the direction or first revision doesn’t meet your expectations.
No questions asked, we want you to feel completely safe when working with us.
3. Partial Refunds (After 7 Days)
If more than 7 days have passed since concept validation but you’re still unhappy, you may be eligible for a partial refund:
- Requests made between 7 and 14 days after concept validation may qualify for a 40-60% refund, depending on the stage of revisions.
- We’ll always review your case fairly and, where possible, add bonus concepts or future credits to make things right.
4. Non-Refundable Situations
Refunds are not available if:
- 14 days or more have passed since concept validation.
- Final logo files have already been delivered, approved, or downloaded.
- Five or more revision rounds have been completed.
- The project is delayed because of no response from the client for 7+ days.
Exceptions: If there’s a proven issue on our side (like plagiarism or a major technical error), we’ll always take responsibility.
5. Before a Refund, We’ll Try to Fix It
Our goal is to get you a logo you love. Before processing a refund, we’ll always offer to:
- Assign your project to a different designer.
- Provide extra logo concepts or bonus assets.
- Give you direct support from a Project Manager.
Most clients find these steps get them exactly what they were looking for.
6. How Refunds Are Processed
- Refunds are sent back to your original payment method.
- Processing times vary by bank/payment provider.
- Every refund is logged in your project record for transparency.
7. How to Request a Refund
Email joy@softriver.co from the same email you used to place your order. Include:
- Your company name
- A short explanation of the issue
We’ll get back to you quickly and work with you to resolve it.
Our Promise to You
You’ll never be stuck with a design you don’t love. Whether it takes a refund, extra concepts, or a different designer, we’ll make sure your brand ends up with the right logo.
