Refund policy

01What this policy covers

This policy applies to every payment you make to MINDSCROLLERS LLC, whether through Stripe (by card or bank transfer on an invoice's payment page) or by bank transfer to our Wise account. It covers:

• Startup, applied for at mindscrollers.com/shop and paid in three invoices, as set out in the next section.
• Quoted projects, where you accept a written quote or proposal.
• Monthly retainers agreed in a quote.

It works together with our Terms of service at mindscrollers.com/terms-of-service. Where a quote or a Startup offer you accepted sets a different refund rule, that rule applies to that project. Every amount is in the currency stated on the invoice.

02Startup

For payments and refunds a Startup has three stages, one for each invoice. Each stage starts on a date we confirm to you in writing in your project room, and that date is the line for refunds. The phases on the shop page are the plan of the work, not the payment stages: the design and the build, for example, are one phase there and fall in two stages here.

Stage 1: research, brand, plan and design

Paid by the first invoice, 40 percent of the price, issued when you accept your place. It starts on the start date we confirm in writing in your project room once that invoice is paid and your intake is complete.

Stage 2: build and content

Paid by the second invoice, 30 percent of the price, issued when you approve the design prototype. It starts on the start date we confirm in writing in your project room once that invoice is paid.

Stage 3: launch and support

Paid by the third invoice, 30 percent of the price, issued when the build is ready and reviewed. It starts on the start date we confirm in writing in your project room once that invoice is paid, and it includes the support period after launch.

Each invoice is refunded in full on request, at any time before the confirmed start date of its stage. From that date the stage is in progress and its invoice is not refundable, except that delivered work which misses its written scope and cannot be fixed is refunded as described below. The support period is part of stage 3 and is not refunded day by day.

If you stop a Startup, the invoice for every stage that has not reached its confirmed start date is refunded in full, or never issued.

03Stages and deposits

Every project is split into stages, also called milestones. This policy uses the word stage. Each stage has a written scope, a price and a payment, and some are paid in advance as a deposit. A Startup has the three stages described above; a quoted project has the stages its quote sets out.

The delivery clock starts the day the intake for the project is complete. Within one business day of that we confirm the start date of the first stage in your project room; later stages get a confirmed start date when the one before is delivered and, for Startup, its invoice is paid. Each confirmed start date is a message from us in your project room in the client dashboard at mindscrollers.com/client, where it stays with the project's other messages. A stage is refundable before its confirmed start date; from that date it is in progress and not refundable.

If you ask us in writing to start a stage before the previous stage is delivered, the same boundary applies. That stage is refundable before the start date we confirm. From that date it is in progress and not refundable.

Stage not started

Refunded in full on request, to the method you paid with, at any time before its confirmed start date.

Deposit

Treated the same way as the stage it pays for: refunded in full before that stage's confirmed start date, and not refunded from that date.

Stage in progress

Not refundable. We deliver it and fix any scope miss at no cost. EU and UK consumers keep the 14-day withdrawal right described below.

Stage delivered

Not refundable, unless it misses its written scope and we cannot fix it.

Started means the confirmed start date has arrived, not that you have paid.

04Work we did not deliver

Work counts as undelivered when the engagement has ended, or when we have told you in writing that we will not deliver it. It also counts as undelivered when the delivery date shown in your project room has passed for reasons on our side and no new date has been agreed in writing. That delivery date is counted from the confirmed start date. A date that moved because of a pause under our Terms of service at mindscrollers.com/terms-of-service is not a missed date. Pauses include waiting for your approval or feedback, waiting for access or content you owe us, and an overdue invoice. A stage in progress that you ask us to stop is covered by the previous section, not this one.

If you paid for work and we have not delivered it, ask in writing from the email address on your invoice. We confirm and pay the refund within 14 days of your written request, to the method you paid with, as described under How to request a refund below.

Where part of the work was delivered, the refund is the price of the undelivered part as set out in the quote, the Startup offer or the invoice. If the delivered part is useless without the missing part, we treat the whole stage as undelivered and refund all of it.

05Work that misses its written scope

Every stage has a written scope: for Startup the shop page as it stood when we offered your place, the specification you accepted and your intake answers; for other work the quote or proposal and your intake answers. If a delivered stage does not meet it, tell us in writing and say what is missing. We fix it first, at no cost.

If we cannot make the work meet its written scope after a fair attempt, we refund the price of the stage it belongs to. If a rejected stage ends the engagement, every stage not yet started is refunded in full, as set out above. A scope miss is something the written scope says and the delivery does not do. A change of mind after delivery is not a scope miss.

A stage that misses its written scope is fixed at no cost. A refund is what happens when the fix fails, not the first step.

06Monthly retainers

A retainer agreed in a quote renews every month until either side ends it.

Ending it

By written notice to hello@mindscrollers.com or to the email on your quote. The notice period is 30 days from the day we receive your email. Work continues as normal during the notice period, and a month that starts inside it is invoiced as usual.

Refunds

None. A month already started is paid in full, a month that starts inside a notice period is paid in full, and we do not refund the unused days.

07Ad spend

Ad spend is the money paid to Google, Meta or any other advertising platform. It goes from your own payment method straight to Google and Meta, with no markup, on your own ad account, and the same applies to any other platform. It never passes through us.

Because we never hold it, we cannot refund it. A platform credit or refund, for example after a billing error, is between you and the platform. We help you request it and follow it up.

Our fee for managing the ads is a separate payment to us and follows this policy. The ad spend itself is never ours to refund.

08What is not refundable

Some payments are not refunded, whatever the reason for asking, subject to the rights of EU and UK consumers set out below:

• Delivered work that meets its written scope.
• Time already spent at your request, such as extra revisions or out-of-scope work you asked for in writing.
• Third-party costs that a quote or a Startup offer says are included in our price, such as a plugin licence or a stock asset bought for your project.
• A stage in progress or delivered, from its confirmed start date, and the invoice or deposit that paid for it. The scope-miss rule above still applies.
• A stage you asked us to start early, on the same boundary: from the start date we confirmed for it.
• Ad spend, for the reasons above.

Not sure whether a payment falls in this list? Ask before you accept an offer or a quote and we answer in writing within one business day.

09How to request a refund

Email hello@mindscrollers.com from the address on your invoice. Include the invoice number or the reference from your project room, and say what the refund is for: the stage, the invoice or the period. No form, no call.

We confirm receipt

Within one business day, Monday to Friday.

We decide

Within 14 days of your email, and an approved refund is sent inside the same 14 days. If the answer is no, we say why in writing.

Paid through Stripe

Once approved, we issue the refund through Stripe the same day. A card refund usually appears on your statement within 5 to 10 business days, depending on your card issuer. A bank transfer paid through Stripe is refunded through Stripe to the account it came from, or to an account you confirm if that one cannot receive it.

Paid to our Wise account

Paid from Wise inside the same 14 days, to the bank account the transfer came from. We ask for your bank account details when we confirm receipt, so send them at once. If that account is closed, tell us when you ask and we agree an alternative in writing.

Approved refunds go back to the original payment method. If that method is closed, tell us and we agree an alternative in writing.

10Chargebacks and payment disputes

Contact us before you open a chargeback or payment dispute with your bank or card issuer. We answer within one business day and give you a written decision within 14 days, the same as any refund request.

We dispute a chargeback on work delivered to its written scope. We answer it with the delivery record from the client dashboard: the intake answers, the messages between us, the files and the delivery status, all dated. While a chargeback on delivered work is open, we may suspend your access to the client dashboard until it is resolved, as our Terms of service allow.

Email us first and you keep your access and get a written decision within 14 days.

11EU and UK consumers

Our services are sold to businesses. A consumer is someone who buys for themselves and not for a trade, business or profession. If you buy as a consumer in the European Union or the United Kingdom, the law gives you rights this policy cannot reduce.

• You have 14 days from the day the contract is made to withdraw from it without giving a reason. Email hello@mindscrollers.com and say you are withdrawing. We refund every payment, minus what you owe for work already delivered (see the next point), within 14 days of your email, to the method you paid with.
• If you ask us to start work inside those 14 days, you pay for what was delivered before you withdraw, in proportion to the price of the whole contract.
• Before we start we ask you to confirm in writing that you want work to begin inside the 14 days and that the right to withdraw ends once the work is fully delivered. If you do not confirm, we wait until the 14 days have passed.
• Nothing in this policy limits your mandatory consumer rights.

12Changes to this policy

When we change this policy, the new version goes on this page with a new effective date. A new version applies to places offered and quotes approved after that date. An engagement already under way stays under the version you accepted unless you agree to the new one in writing. For a retainer, a material change applies from the first renewal after we have emailed you 14 days notice, and you may end it before then. A refund request is handled under the version that applied to the offer, quote or renewal it concerns, the same rule as our Terms of service at mindscrollers.com/terms-of-service.

13Contact

Questions about a refund, an invoice or this policy go to the company below.

Legal name

MINDSCROLLERS LLC, a Wyoming limited liability company

Address

30 North Gould Street, Sheridan, WY 82801, United States

Email

hello@mindscrollers.com

Phone

+30 693 115 1063

Website

mindscrollers.com