Refund policy

RETURN AND REFUND POLICY

Effective Date: July 1, 2020

This Return and Refund Policy explains how The Overlay King handles downloadable digital products, custom creative projects, Setup Lab appointments, cancellations, delivery problems, and approved refunds.

By purchasing a product, approving a custom-project scope, or reserving a service appointment, the customer acknowledges the applicable terms stated in this policy, the individual product page, the approved project scope, and any written service confirmation.

Nothing in this policy limits rights or remedies that cannot legally be waived under applicable law.

1. DIGITAL PRODUCTS

The Overlay King sells downloadable files, digital visual assets, creator resources, and other electronically delivered products.

Digital-product purchases are final once the purchased files, download link, access link, or delivery instructions have been provided to the customer.

Because digital products cannot be physically returned after access or delivery, a refund is not ordinarily provided because:

• The customer changed their mind.
• The customer purchased the wrong product.
• The customer no longer wants or needs the product.
• The customer lacks the required software, equipment, or technical experience.
• The customer expected a file, feature, format, version, customization, or service that was not listed as included.
• The customer later discovers a compatibility limitation that was accurately disclosed on the product page.
• The customer did not review the product description, included files, compatibility information, setup requirements, or other available pre-purchase information.
• The customer requests custom changes that were not included with the ready-made product.

2. ELIGIBLE DIGITAL-PRODUCT ISSUES

A digital-product refund, replacement, repair, or redelivery may be considered when a verified issue involves:

• A duplicate charge for the same purchase.
• Delivery of the wrong product.
• Failure to receive the purchased files or access instructions because of a verified delivery problem.
• A corrupted, damaged, incomplete, or unusable delivered file.
• A delivered product that materially differs from the published product description.
• A file format that materially differs from the format listed on the product page.

The customer must report an eligible issue within seven calendar days after digital delivery.

The request must include:

• The order number.
• The email address used for the purchase.
• The product name.
• A clear description of the issue.
• A screenshot, error message, or other supporting information when applicable.

Requests submitted after the seven-calendar-day reporting period may be denied unless a longer period is required by applicable law.

3. DIGITAL-PRODUCT RESOLUTION PROCESS

When an eligible digital-product issue is reported, The Overlay King may first attempt to:

1. Confirm the order and reported issue.
2. Restore access or resend the delivery information.
3. Repair, replace, or redeliver the affected file.
4. Provide the correct product or file format.
5. Issue a partial or full refund when the verified problem cannot reasonably be corrected.

A refund is not automatically required when the reported issue can reasonably be resolved through repair, replacement, correction, restored access, or redelivery.

4. CUSTOM-PROJECT PAYMENTS

Unless the approved project scope states otherwise, custom projects require:

• A 50% project-initiation payment before work begins.
• Payment of the remaining 50% balance before final delivery.

The project-initiation payment reserves production time and covers work that may include consultation, research, planning, creative direction, concept development, design, animation, configuration, asset preparation, and other production activities connected to the approved scope.

Final files, editable files, completed systems, or other final deliverables will not be released until the remaining approved balance has been paid.

5. CUSTOM-PROJECT CANCELLATION

A client may cancel a custom project and receive a refund of the project-initiation payment only when production has not started.

The Overlay King will provide written confirmation when production begins.

Production may include:

• Research.
• Project planning.
• Creative-direction development.
• Concept development.
• Graphic design.
• Animation.
• Configuration.
• Asset preparation.
• Technical development.
• Other work connected to the approved project scope.

Once production begins, the project-initiation payment becomes non-refundable because it covers completed work and committed production time.

If the client cancels after production begins:

• The project-initiation payment remains non-refundable.
• Completed work and approved additional charges remain payable.
• Final or unfinished working files are not required to be released.
• Any future work on the canceled project ends unless otherwise agreed in writing.

If The Overlay King cancels a project, payment received for work that will not be delivered will be refunded. Amounts properly attributable to completed and accepted work may be retained when appropriate.

6. CUSTOM-PROJECT SCOPE AND REVISIONS

Unless the approved project scope states otherwise, custom projects include two consolidated revision rounds.

A revision round means one complete list of requested changes submitted together for review.

Included revisions must remain within the approved:

• Project concept.
• Creative direction.
• Deliverables.
• Dimensions.
• Platform.
• Intended use.
• Technical requirements.

The following are not treated as ordinary included revisions:

• Requesting a completely new concept.
• Replacing the approved creative direction.
• Adding new assets, scenes, versions, or deliverables.
• Changing the approved platform, dimensions, or intended use.
• Requesting changes after final approval.
• Submitting separate changes across multiple messages instead of one consolidated revision round.

Work outside the approved scope may require:

• A revised project scope.
• An additional quote.
• Additional payment.
• A revised production or delivery schedule.

Unused revision rounds have no cash, credit, or refund value.

7. CLIENT DELAYS AND INACTIVE PROJECTS

Clients are responsible for providing requested information, files, references, approvals, and consolidated revision feedback.

When the client does not respond for 14 calendar days, the project may be placed on hold and removed from the active production schedule.

When the client does not respond for 30 calendar days, the project may be closed as inactive.

The Overlay King will provide at least one written notice before closing a project as inactive.

When a project is placed on hold or closed because of client inactivity:

• Payments earned for completed work and reserved production time remain non-refundable.
• The original production position is not guaranteed.
• Restarting the project is subject to current availability.
• A new production timeline may be required.
• A reactivation fee or updated project quote may apply.
• Previously approved pricing is not guaranteed when the scope or requirements have changed.

8. FINAL PROOF AND CLIENT APPROVAL

The client is responsible for carefully reviewing the final proof before approving it.

Final approval confirms acceptance of visible and disclosed project elements, including:

• Design and layout.
• Colors.
• Typography.
• Spelling and written content.
• Dimensions.
• Platform specifications.
• Placement.
• Approved deliverables.
• Overall creative direction.

After final approval, payment of the remaining balance, and delivery of the completed files or system, the custom project becomes final and non-refundable.

A refund is not ordinarily provided after final approval because of:

• A change of mind.
• A new personal preference.
• A request for a different creative direction.
• An error visible in the approved proof that the client did not identify before approval.
• A request for additional work that was not included in the approved scope.

9. CUSTOM-PROJECT DELIVERY ISSUES

The client has seven calendar days after final delivery to report a verified problem involving:

• Missing approved files.
• Corrupted or unusable files.
• Incorrect file formats compared with the approved scope.
• A material difference between the delivered work and the approved final proof.
• A verified technical problem caused by the delivered asset.

The client must provide the project name, purchasing email address, description of the issue, and supporting information when applicable.

The normal resolution process is:

1. Review the reported issue.
2. Repair, replace, correct, or redeliver the affected item.
3. Issue a partial or full refund only when the verified problem cannot reasonably be corrected.

Requests for new concepts, added deliverables, preference changes, or work outside the approved scope are not delivery-error claims.

10. SETUP LAB APPOINTMENTS

Full payment is required to reserve a Setup Lab appointment.

One reschedule may be requested when the client provides at least 24 hours’ notice before the scheduled appointment.

Requests made with less than 24 hours’ notice are non-refundable.

Missed appointments are non-refundable and do not include a complimentary replacement session.

Additional rescheduling may require a new booking and payment.

Late arrival does not extend the scheduled appointment end time. The session will continue only for the remaining reserved time. When a client arrives too late for the scheduled service to be reasonably completed, the appointment may be treated as missed.

Client-side software, equipment, internet, login, access, or technical problems do not automatically extend the appointment or create refund eligibility. The issue may be addressed within the remaining session time or through a separately approved reschedule.

Customers must not send passwords, recovery codes, payment information, backup codes, private keys, or other sensitive account credentials. The customer should retain control of private login information and enter it directly when access is required.

11. APPOINTMENTS CANCELED BY THE OVERLAY KING

When The Overlay King must cancel a Setup Lab appointment, the client may choose:

• A replacement appointment without an additional booking charge; or
• A refund of the payment for the canceled appointment.

When a technical failure caused by The Overlay King prevents the scheduled service from being completed, the affected time may be rescheduled without an additional charge or refunded when rescheduling is not reasonably available.

12. APPROVED REFUNDS

When a refund is approved, The Overlay King will initiate it within five business days.

Approved refunds are returned to the original payment method used for the transaction. Refunds cannot ordinarily be redirected to another card, account, payment service, or person.

After the refund is initiated, the customer’s bank or payment provider controls when the funds appear. Processing may take up to 10 additional business days.

When the original card or account has expired, closed, or changed, the customer must contact the financial institution responsible for the original payment method.

The Overlay King may provide available refund-confirmation or transaction-reference information when the customer’s financial institution needs assistance tracing the refund.

13. UNAUTHORIZED OR DUPLICATE CHARGES

A customer who believes a charge was duplicated or unauthorized should contact The Overlay King promptly with:

• The order number, when available.
• The charged amount.
• The transaction date.
• The email address connected to the order.
• An explanation of the disputed charge.

Verified duplicate charges will be corrected through the appropriate refund process.

Customers should not submit complete payment-card numbers, security codes, bank-login information, passwords, or other sensitive financial credentials through the contact form.

14. PRODUCT INFORMATION AND CUSTOMER RESPONSIBILITY

Before purchasing, customers are responsible for reviewing all available information, including:

• The product description.
• What is included.
• File formats.
• Software compatibility.
• Setup requirements.
• Delivery details.
• License information.
• Whether customization or installation is included.

Customers should contact The Overlay King before purchasing when compatibility, included files, technical requirements, or intended use is unclear.

15. POLICY CHANGES

The Overlay King may update this Return and Refund Policy to reflect changes to products, services, payment methods, business practices, platform requirements, or applicable legal obligations.

The policy in effect when the applicable purchase or booking was completed will generally govern that transaction, except when applicable law requires otherwise.

16. APPLICABLE CONSUMER RIGHTS

This policy is intended to explain The Overlay King’s standard business practices.

Nothing in this policy excludes, restricts, or replaces consumer protections, warranties, cancellation rights, refund rights, or other remedies that cannot legally be excluded under the laws applicable to the customer or transaction.

17. CONTACT SUPPORT

To report an eligible issue or ask a question about this policy, submit a request through the Contact Support page.

Include:

• Your full name.
• Your purchasing email address.
• Your order or project number.
• The product or service name.
• A clear description of the request.
• Supporting screenshots or error messages when applicable.

Do not submit passwords, payment-card information, account-recovery information, private keys, or other sensitive credentials.