Refund Policy

1. Overview

At Roomatrix Studio, we are committed to delivering exceptional interior design consultation services and ensuring that every client has a positive experience. We understand that circumstances may arise where a refund or credit may be warranted, and this Refund Policy outlines the terms and conditions under which refunds are provided for our consultation services.

This Refund Policy applies to all consultation packages and services offered by Roomatrix Studio, including our Starter, Essential, Premium, and Luxe packages. By purchasing any of our services, you acknowledge that you have read, understood, and agree to the terms of this Refund Policy. This policy should be read in conjunction with our Terms of Service and Privacy Policy, which collectively govern your use of our services.

Roomatrix Studio reserves the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any modifications constitutes your acceptance of the revised Refund Policy.

2. Cancellation Before Service Delivery

2.1 Full Refund Eligibility

Clients are eligible for a full refund of the consultation fee if the cancellation request is submitted at least seventy-two (72) hours prior to the first scheduled consultation session. Full refund requests must be submitted in writing via email to our billing department. Refunds meeting this criteria will be processed within seven to ten (7-10) business days from the date the cancellation request is confirmed.

2.2 Partial Refund Window

Cancellation requests submitted between forty-eight (48) and seventy-two (72) hours prior to the first scheduled session are eligible for a partial refund of seventy-five percent (75%) of the consultation fee. This partial refund accounts for the administrative costs associated with scheduling, designer preparation, and resource allocation that have already been incurred on behalf of the client.

2.3 Late Cancellation

Cancellation requests submitted less than forty-eight (48) hours before the scheduled session are considered late cancellations. Late cancellations are eligible for a partial refund of fifty percent (50%) of the consultation fee for the Starter and Essential packages. For Premium and Luxe packages, late cancellations within forty-eight (48) hours of the first scheduled session will receive a refund of fifty percent (50%) of the total package price, minus any sessions already completed.

3. Refunds After Service Delivery

3.1 Consultation Completion

Once a video consultation session has been completed in full, the fee for that specific session is considered fully earned and is non-refundable. This policy reflects the fact that our designers invest significant time and expertise in preparing for and conducting each consultation, and the intellectual value of the advice and recommendations provided during the session cannot be returned or un-delivered.

3.2 Multi-Session Packages

For clients who have purchased multi-session packages (Essential, Premium, or Luxe), refunds for remaining unused sessions may be requested at any time before those sessions are scheduled. The refund amount for unused sessions will be calculated on a pro-rata basis, using the per-session rate of the package purchased, minus a fifteen percent (15%) administrative fee. Sessions that have already been completed or are scheduled within the next 48 hours are not eligible for refund.

3.3 Design Deliverables

Once digital design deliverables have been created and transmitted to the client, including mood boards, color palettes, design plans, shopping lists, or any other digital materials, those deliverables are considered fully delivered and the associated fees are non-refundable. The non-refundable nature of digital deliverables applies regardless of whether the client implements the design recommendations or is satisfied with the creative direction chosen.

4. Dissatisfaction and Service Quality Concerns

Roomatrix Studio strives for the highest level of client satisfaction. If you are dissatisfied with any aspect of our services, we encourage you to contact us immediately so we can address your concerns. We offer the following remedies for service quality issues:

4.1 Complimentary Follow-Up Session

If a client feels that a consultation session did not adequately address their design needs due to a service quality issue on our part, we will offer a complimentary follow-up session of equal or lesser duration to address the outstanding concerns. This follow-up session must be scheduled within thirty (30) days of the original consultation session.

4.2 Designer Reassignment

If a client is unsatisfied with their assigned designer's approach, style compatibility, or communication, we will offer a complimentary consultation session with a different designer from our team. Designer reassignment requests must be submitted within fourteen (14) days of the original session.

4.3 Partial Credit

In cases where service quality issues cannot be resolved through a follow-up session or designer reassignment, we may, at our sole discretion, issue a partial credit toward future services. The credit amount will be determined on a case-by-case basis following a thorough review of the client's concerns and the circumstances of the consultation.

5. Non-Refundable Circumstances

The following circumstances are considered non-refundable, and no credit, refund, or compensation will be issued:

• No-show by the client for a scheduled consultation without prior notice, as outlined in our Terms of Service.
• Technical difficulties on the client's end, including internet connectivity issues, camera or microphone malfunctions, or software incompatibility, that prevent the client from fully participating in a scheduled session.
• Dissatisfaction based solely on subjective aesthetic preferences or disagreement with the designer's professional recommendations.
• Failure to implement design recommendations or inability to purchase recommended products or materials due to budget constraints, availability, or personal choice.
• Requests for refund submitted more than sixty (60) days after the completion of the last consultation session in a package.
• Changes in personal circumstances, including relocation, sale of property, or change of mind about renovating, that make the design consultation no longer needed.
• Any services provided at a discounted rate, as part of a promotional offer, or as a gift certificate, unless the specific promotion terms state otherwise.

6. Refund Process

To initiate a refund request, clients must follow these steps:

• Submit a written refund request via email to billing@roomatrixstudio.com with the subject line "Refund Request" followed by your full name.
• Include your full name, email address used during booking, date of the consultation, package purchased, and a detailed explanation of the reason for the refund request.
• Our billing team will acknowledge receipt of your request within two (2) business days and begin the review process.
• Refund decisions will be communicated to you within five (5) business days of receipt. If additional information is needed, we will contact you, and the review period may be extended accordingly.
• Approved refunds will be processed to the original payment method within seven to ten (7-10) business days from the date of approval. Depending on your financial institution, it may take an additional three to five (3-5) business days for the refund to appear in your account.

7. Chargebacks and Payment Disputes

We encourage clients to contact us directly to resolve any billing concerns before initiating a chargeback or payment dispute with their financial institution. Filing a chargeback without first attempting to resolve the issue directly with Roomatrix Studio may result in the suspension of your account and the forfeiture of any remaining consultation sessions in your package.

If a chargeback is filed and subsequently found to be unwarranted, the client will be responsible for reimbursing Roomatrix Studio for the full amount of the chargeback plus any fees incurred by our business as a result of the dispute process. We maintain detailed records of all transactions, communications, and service delivery to support our position in any dispute resolution proceedings.

8. Force Majeure

In the event that Roomatrix Studio is unable to provide scheduled services due to circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, widespread internet outages, or other force majeure events, we will make every reasonable effort to reschedule affected sessions at no additional cost to the client. If rescheduling is not possible within a reasonable timeframe, a full refund will be issued for any undelivered sessions.

9. Special Circumstances

Roomatrix Studio recognizes that unique situations may arise that are not explicitly addressed by this Refund Policy. In such cases, we will evaluate refund requests on a case-by-case basis, taking into consideration the specific circumstances, the client's history with our company, and the principles of fairness and good faith. Decisions made under this section are at the sole discretion of Roomatrix Studio management and are final.

We value our client relationships and will always strive to find a mutually agreeable resolution. If you have concerns about any aspect of our services or billing, we encourage you to reach out to our support team at any time. Open communication is the foundation of successful design partnerships, and we are committed to addressing your needs promptly and professionally.