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. Client Inactivity / Order Completion

If the client does not provide feedback, respond to revision requests, or approve concepts within 20 calendar days, the project will be considered complete and delivered as-is. After this point, the work will be marked as finalized, and no automatic refunds or additional revisions will be provided. This ensures that projects move forward efficiently and fairly for all clients.

6. Post-Final Delivery Adjustments / Additional Work

Once the final logo package has been delivered, any further changes or revisions requested by the client will incur an additional fee. This allows our designers to allocate their time fairly and ensures consistent quality across all projects.

7. 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 that these steps get them exactly what they were looking for.

8. 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.

9. 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.

Softriver 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 indicates that the design direction is on the right track, either by:

Email confirmation, or
Submitting a revision form with a rating of 6 points or above (indicating the design direction is on track).

Validation simply confirms that the design direction aligns with the client’s vision. Clients can continue to request revisions within the project workflow until the final design is completed.

2. Logo Design Refund Policy

Full Refund (100%)

You may request a full refund for your logo design if you are not satisfied, under the following conditions:

Before concept validation:

You may request a full refund at any time before approving the initial logo concept.

After concept validation:

 You may request a full refund within 7 calendar days of concept validation, provided that final logo files have not been delivered or used.

Revision Requirement:

If you are not satisfied with the initial logo delivery, we ask that you allow us to complete at least one revision request based on your feedback before requesting a refund.
If you remain unsatisfied after the revision, you may still request a refund in accordance with the rules above.

No questions asked - our priority is to ensure you feel completely safe working with us.

Partial Refunds (Logo Design Only)

Requests made 7-14 days after concept validation may qualify for a partial refund:

1-2 completed revision rounds → up to 60% refund

3-4 completed revision rounds → up to 40% refund

Requests made after 14 days but before final package delivery will be reviewed on a case by case basis, with limited eligibility.

Non-Refundable Situations

Refunds cannot be issued under the following conditions:

14 days or more have passed since concept validation (logo design)
Final logo or Brand Ecosystem files have been delivered, approved, accessed, or downloaded
Five or more revision rounds have been completed

Exceptions:

Softriver will take responsibility in cases of proven design plagiarism or major technical errors, such as corrupted files, missing assets, or incorrect formats.

3. Brand Ecosystem Refund Policy

The Brand Ecosystem package includes multiple fully customized design deliverables and requires significant time and resources from our design team.

Clients may request a refund for the logo phase in accordance with the Logo Design Refund Policy before Brand Ecosystem production begins.
Once the logo concept is approved and Brand Ecosystem production starts (after the client completes the intake form), the package becomes non-refundable.

This ensures clarity, fairness, and protection for both clients and our creative team.

4. Client Inactivity / Order Completion

To ensure timely project delivery, we require active client participation throughout the project.

If the client does not respond, provide required information, submit feedback, or approve concepts for 20 calendar days, the project may be marked as complete due to inactivity.
We will make reasonable attempts to contact the client before marking a project as complete.

Once a project is marked as complete:

Work completed up to that point will be delivered as-is
No additional revisions will be provided
The project becomes non-refundable

5. Post-Final Delivery Adjustments & Refund Process

Once the final logo package or Brand Ecosystem deliverables have been delivered:

Any additional changes or new requests will require an extra fee, as they fall outside the original project scope.

These steps often resolve issues quickly and effectively.

Before a Refund, We’ll Always Try to Fix It

Our goal is to deliver a logo you love. Before processing a refund, we may offer:

Assignment to a different designer
Bonus logo concepts or additional design directions
Direct support from a Project Manager

These steps often resolve issues quickly and effectively.

How Refunds Are Processed

Refunds are issued to the original payment method
Processing time depends on your bank or payment provider
Every refund is logged in your project record for transparency

How to Request a Refund

To request a refund, please provide:

Your company name
A brief explanation of the issue

We’ll review your request promptly and work toward the best solution.

6. Our Promise to You

You’ll never be stuck with a design you don’t love. Whether through extra concepts, a different designer, or a refund, we’ll always ensure your brand receives the right creative direction.