Refund policy.
RIOTIV provides custom creative and digital services rather than off-the-shelf products. Refunds therefore depend on project stage, work completed and the terms accepted for the engagement.
Good working relationships are easier when expectations are visible. These pages explain the website and general engagement rules in plain language; project-specific scope and commercial terms belong in the agreement for that project.
Project-specific terms come first
Every paid engagement should have a proposal, statement of work or agreement that sets the payment schedule and cancellation terms. If that agreement contains refund or cancellation provisions, those provisions control for the project.
Deposits and reserved capacity
Initial deposits or retainers may reserve production capacity and allow discovery, planning or creative work to begin. Once RIOTIV has started work or reserved capacity in reliance on the engagement, those amounts are generally non-refundable to the extent stated in the project agreement.
Cancellation before work begins
If a client cancels before RIOTIV has begun work or incurred project-specific costs, any refund of prepaid amounts will be handled according to the accepted project terms. Bank, payment-processing or non-recoverable third-party fees may be deducted where permitted and disclosed.
Cancellation after work begins
If a project is cancelled after work has begun, the client remains responsible for work completed, time committed, approved third-party costs and any cancellation terms in the project agreement. Where prepaid amounts exceed sums properly due under that agreement, any remaining balance will be handled as specified in the project terms.
Third-party costs
Hosting, domains, fonts, stock assets, software, advertising spend, printing or other third-party purchases are subject to the third party’s own refund rules and are normally non-refundable once purchased or committed on the client’s behalf.
How to raise a billing issue
If you believe a payment was made in error or a billing issue needs review, contact hello@riotiv.com with the project name, invoice details and a short explanation. Billing concerns should be raised promptly so the underlying records can be reviewed.