Refund Policy

1. General Refund Policy

Our refund policy varies depending on the type of service provided and the stage of the project. As a general principle, we aim to resolve any issues with our deliverables through revisions and adjustments before considering refunds.

1.1 Custom Game Design Services

For custom game design services (including game skin design, 3D asset creation, game development, and VR/AR solutions):

• Initial deposits are generally non-refundable as they secure our resources for your project.
• Milestone payments are eligible for partial refunds only if the corresponding deliverables have not met the agreed-upon specifications after reasonable attempts at revision.
• Final payments may be refundable if the final deliverables substantially fail to meet the agreed-upon specifications and cannot be rectified through revisions.

1.2 Digital Products and Assets

For pre-made digital products or assets available for purchase on our website:

• Refunds may be issued within 14 days of purchase if the product is found to be substantially different from its description or contains significant technical defects that prevent its intended use.
• Due to the digital nature of our products, refunds are not available after you have downloaded the assets or if the refund is requested solely based on a change of mind.

2. Conditions for Refund Eligibility

To be eligible for a refund, the following conditions must be met:

2.1 Service Quality Issues

• The deliverables must substantially fail to meet the specifications outlined in the project agreement or statement of work.
• You must have provided clear and timely feedback during the revision process.
• We must have been given a reasonable opportunity to address the issues through our standard revision process.

2.2 Technical Defects

• The deliverables contain significant technical defects that prevent their intended use.
• These defects must not be the result of incompatibility with systems or software not specified in the original requirements.
• The defects must be reported to us within 30 days of delivery.

2.3 Project Cancellation

• If a project is canceled by G4SkinRS without cause, any advance payments for work not yet performed will be refunded.
• If a project is canceled by the client, refund eligibility depends on the stage of the project and the terms specified in the project agreement.

3. Refund Process

To request a refund, please follow these steps:

3.1 Submit a Refund Request

Contact our support team at support@g4skinrs.com with the subject line "Refund Request" and include the following information:

• Your name and contact information
• Project or order reference number
• Date of purchase or service agreement
• Detailed reason for the refund request
• Any relevant documentation or examples that illustrate the issues

3.2 Review Process

Upon receiving your refund request, we will:

• Acknowledge receipt of your request within 2 business days.
• Review your request and the project history to assess eligibility for a refund.
• If necessary, we may request additional information or schedule a call to discuss the issues in detail.
• Provide a decision regarding your refund request within 10 business days.

3.3 Refund Issuance

If your refund request is approved:

• The refund will be processed using the same payment method used for the original transaction, unless otherwise agreed upon.
• Depending on your payment provider, it may take 5-10 business days for the refund to appear in your account.
• You will receive an email confirmation once the refund has been processed.

3.4 Partial Refunds

In some cases, we may offer a partial refund if:

• Only certain aspects of the deliverables fail to meet the agreed-upon specifications.
• Substantial work has been completed and accepted before issues were identified.
• The project was canceled mid-way through the development process.

The amount of the partial refund will be determined based on the proportion of work that met the requirements versus work that did not.

4. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes:

4.1 Custom Services

• Quality or Specification Issues: Within 30 days of the final delivery.
• Technical Defects: Within 30 days of discovery, but no later than 90 days after final delivery.

4.2 Digital Products

• Within 14 days of purchase, provided the product has not been downloaded or, if downloaded, contains significant technical defects that prevent its intended use.

Refund requests submitted after these timeframes will be considered on a case-by-case basis and may not be eligible for a full refund.

5. Exclusions and Limitations

Refunds will not be issued in the following circumstances:

5.1 Change of Requirements

• The client changes the project requirements after work has begun, and these changes were not documented in a revised statement of work.
• The deliverables meet the original specifications, but the client's needs or preferences have changed.

5.2 Subjective Aesthetic Preferences

• Refunds will not be issued based solely on subjective aesthetic preferences if the deliverables otherwise meet the agreed-upon specifications and design direction.
• We address aesthetic concerns through our revision process as outlined in the project agreement.

5.3 Third-Party Integration Issues

• Issues arising from the integration of our deliverables with third-party systems, software, or services not specified in the original requirements.
• Problems caused by changes to third-party platforms after the delivery of our work.

5.4 Client-Caused Delays or Issues

• Delays or issues caused by the client's failure to provide necessary information, assets, or feedback in a timely manner.
• Problems resulting from incorrect information or assets provided by the client.

5.5 Unauthorized Use or Modification

• Issues arising from unauthorized modification of the deliverables by the client or third parties.
• Problems caused by using the deliverables in a manner not intended or specified in the project agreement.

6. Alternative Resolutions

Before issuing a refund, we may propose alternative resolutions, including:

6.1 Additional Revisions

We may offer additional revision rounds beyond those included in the original agreement to address specific concerns.

6.2 Partial Deliverables

In cases where a full project cannot be completed as specified, we may offer to deliver usable components or assets with a partial refund.

6.3 Service Credits

We may offer service credits for future work instead of a monetary refund. These credits may include additional services or priority scheduling for future projects.

6.4 Rework with Adjusted Specifications

We may propose adjusting the project specifications to better align with both parties' capabilities and expectations, potentially with modified pricing.

7. Special Circumstances

7.1 Force Majeure

In the event of circumstances beyond our control (including but not limited to natural disasters, acts of government, widespread internet outages, or other force majeure events) that prevent the completion of a project, we will work with clients to find a fair resolution, which may include partial refunds for incomplete work.

7.2 Staff Illness or Unavailability

If key staff members become unavailable due to illness or other unforeseen circumstances, we will attempt to reassign the project to equally qualified team members. If this is not possible and results in significant delays or quality issues, we may offer partial refunds or other accommodations.

8. Project-Specific Refund Terms

For large or complex projects, refund terms may be outlined specifically in the project agreement. These project-specific terms supersede the general refund policy described here.

We recommend reviewing your project agreement carefully to understand any specific refund provisions that may apply to your particular project.

9. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following any changes indicates your acceptance of the updated Refund Policy.

The Refund Policy that applies to your order is the version in effect at the time of your purchase or service agreement.

10. Contact Information

If you have any questions about this Refund Policy or would like to request a refund, please contact us at:

Our support team is available Monday through Friday, 9:00 AM to 6:00 PM GMT, excluding holidays.