//policies.

At Golde Agency, we believe that in order for every project to run as smoothly and stress-free as possible, policies and expectations need to be transparent. Our policies are here to respect everyone's time, protect your investment, and keep your project running on track. 

Here are the most important things you need to know:

  • All communication will be done via email (or your client portal if applicable).
  • Each service has complimentary revisions included. Extra revisions will be subject to additional fees.
  • Payment is due before work can begin.
  • Refunds are not available on design services.
  • Every service has a turnaround time that is listed in the service details. 

Hours of Operation:

  • Tuesday-Saturday: 10 am - 6 pm ET
  • Sunday-Monday: Closed
  • Holidays: Closed for Eid al-Fitr & Eid al-Adha
  • Projects booked after 2 pm ET will be processed the next business day 

Communication & Project Abandonment:

  • All communication regarding projects will be conducted via email or client portal (if applicable).
  • Messages sent via social media are not considered official communication.
  • Prompt communication helps prevent project delays so client who fail to respond for more 72 hours will receive 1 follow up email.
  • If a client does not respond after 1 week, the project will be considered forfeited, and no refund will be issued. 
  • A restart fee will be required to resume work on a forfeited project ranging from $25-$200 depending on the service.

Payment:

  • All payments must be made through our website.
  • All projects require payment to be made before work can begin.
  • Deposits are non-refundable. 
  • Project deliverables will be made only after full balance is paid. 
  • Client is responsible for fees related to stock images, fonts, domains, website platform, etc.

Refunds & Credits:

  • Deposits and payments are non-refundable due to the nature of our services.
  • Credits may be issued at the discretion of Golde Agency in specific circumstances which are valid for 1 year. 

Cancellations:

  • Projects can be cancelled within 12 hours of booking and payment being made. If you need to cancel a project, please email info.goldeagency@gmail.com.
  • After 12 hours, all payments are non-refundable. 
  • If a client chooses to cancel a project after work has begun, any work remains property of Golde Agency and will not be delivered.

Turnaround Time & Timelines:

  • Every service has a specific turnaround time listed in the service details.
  • Turnaround times begin only after all required information is submitted and payment is made.  
  • Rush options are available and require payment. 
  • Delays may occur due to revisions and client response times. If additional time is needed, it will be communicated. 

Revisions & Proofs:

  • All projects include at least 3 complimentary revisions. Additional revisions will require additional payments for each round of revisions.
  • Any post-approval changes will require additional payment. 
  • Please review all proofs carefully. Once a design is approved, additional changes are subject to an additional fee. 

File Format & Delivery:

  • Final files are delivered in PNG, JPG, & PDF format. 
  • All files are delivered via email or client portal (if applicable). Golde Agency does not provide printing services. 

Photography:

  • We use high quality and/or professional photographs only. 
  • Low quality images and screenshots are not accepted. 

Ownership & Copyright: 

  • Golde Agency retains full copyright and ownership over all designs and intellectual property until final payment is made.
  • Once all payments are made and final files are delivered, the client is granted a license to use the work for its intended purpose. 
  • Clients may not sell, resell, or transfer designs to third parties without expressly written permission from Golde Agency. 

Termination of Services: 

Golde Agency reserves the right to terminate services at any time if: 

  • A client engages in harassment, disrespectful, or abusive behavior.
  • A client requests work outside of the original agreed upon scope of the project without paying additional fees. 
  • A client fails to communicate in a timely manner and make decisions causing project delays. 
  • A client rejects multiple designs with no clear and constructive feedback. 
  • A client is deemed difficult to work after multiple communication and resolution attempts. 

If services are terminated for any of these issues, no refund will be issued. 

 

Terms & Conditions:

  • By submitting payment, you agree to all policies outlined above.
  • Policies are subject to change without notice.

Digital Product & Design Services Policy

  • All designs and design services provided by Golde Agency are classified as digital products. Once work has begun or deliverables have been provided, all sales are final and non-refundable.
  • Refunds will only be considered if no service or deliverable has been provided. Revisions are included only as outlined in the purchased service package; additional revisions may incur extra fees.

Legal Basis for Policy:

  • U.S. Copyright Act (Title 17, U.S. Code): Digital works are intellectual property and cannot be duplicated, resold, or refunded once delivered.
  • Federal Trade Commission (FTC) Guidelines: Businesses may set a “no refunds on digital goods” policy as long as it is clearly disclosed to the consumer before purchase.