Cancellation and refund policy
Effective 30 October 2026
We want working with New Creative Design to be an easy decision to start and an easy one to continue. This policy explains how you can end an engagement, what we charge when you do, and how any refund is calculated and paid.
1. Scope
This policy covers our creative plans (Studio Creatives, Studio Directed Video, TikTok Shop Partner and creative retainers), single creative orders, and website projects and care. Where you have signed an agreement with us, the terms of that agreement take precedence, and this policy applies to anything it does not address.
2. How you can work with us
Clients choose the arrangement that suits their business:
- Month to month: a plan billed monthly, which you can cancel at any time.
- Fixed-term agreement or retainer: an agreed scope, term and price, set out in a signed agreement.
- Single orders: individual ads or projects, ordered as you need them.
3. Cancelling a plan
You may cancel a creative plan at any time. Send written notice to hello@newcreativedesign.win from the email address on your account, or post it in your project’s approval thread. Cancellation takes effect on the day we receive your notice, and we confirm it in writing within one business day. No further charges are made after that date.
4. What we charge when you cancel
We bill only for work completed up to the effective date of cancellation:
- Delivered work. Ads and assets delivered to your shared folder, at your plan’s rate per asset.
- Published work. Any asset you have published or put into an ad campaign, at your plan’s rate per asset.
- Work in progress. Assets in production, in proportion to the time and effort already spent (for example, concept, production or edit stage). We hand over everything made for them so far.
We do not charge for work that has not been started. Work completed keeps the price you paid for it, including Holiday Season and multi-month pricing.
5. How refunds are calculated
Refund = the amount you prepaid for the current period, minus the charges in section 4.
Example. A plan of 30 statics a month at $1,120 is $37.33 per static. If you cancel after 12 statics are delivered and 2 more are halfway through production, the charges are 12 × $37.33 + 2 × $18.67 = $485.33, and $634.67 is refunded.
6. Fixed-term agreements and retainers
Agreements with a fixed term set out their own notice period and early-termination terms. Where an agreement does not address cancellation, sections 3 to 5 of this policy apply.
7. Single orders
- Single ads are paid when ordered. If we have not started, you may cancel for a full refund.
- Once work has started, sections 4 and 5 apply.
- Delivered single ads are not refundable, but if one does not match the brief you approved, tell us within 7 days of delivery and we will revise it at no charge.
8. Website projects and care
Website projects, such as the Launch System, are billed half at the start and half at launch, and you review the finished preview before the second payment. If a project is cancelled after work has started, we charge for work completed to that date, as in section 4. Care plans are billed monthly in advance and may be cancelled for the following month.
9. Quality and revisions
If delivered work does not match the brief you approved, we revise it before it is counted as complete. If a running ad stops performing, plans include a replacement within 24–48 hours, as described in your plan.
10. How refunds are paid
Refunds are issued in US dollars to the original payment method within 5–10 business days of the cancellation date. Your card issuer or bank may take a few extra days to show the credit.
11. Billing questions
If a charge looks wrong, please email hello@newcreativedesign.win before contacting your bank. We reply within one business day and correct any billing error in full.
12. Changes to this policy
We may update this policy from time to time. Changes apply from their effective date and do not affect work already ordered or agreements already signed.
13. Contact
New Creative Design LLC, a Wyoming limited liability company serving businesses across the United States. hello@newcreativedesign.win