Shipping & Refund Policy

Last Updated: August 13, 2026

At Heela Agency , we are committed to providing our clients with high-quality creative, digital, branding, marketing, and professional services.

This Shipping & Refund Policy explains how we handle the delivery of our services and project deliverables, as well as cancellations, refunds, and related requests.

By purchasing or engaging our services, you acknowledge and agree to the terms outlined below, together with any applicable proposal, quotation, contract, or service agreement.

1. Service Delivery

Heela Agency primarily provides professional and digital services rather than physical products.

Depending on the project, our deliverables may include:

• Branding and visual identity materials
• Logo and graphic design files
• Marketing materials
• Social media content
• Digital campaigns
• Website design and development
• Presentations and reports
• Creative concepts
• Marketing strategies
• Consulting and other professional services

Digital deliverables may be provided through email, cloud storage, file-sharing platforms, project management systems, or another communication channel agreed upon with the client.

2. Delivery Timelines

Project timelines depend on the nature, scope, and complexity of the services requested.

An estimated delivery schedule will normally be communicated through the applicable proposal, quotation, contract, or project plan.

Delivery timelines may depend on:

• Project scope and complexity
• Client feedback and approvals
• Availability of required information and materials
• Content and assets provided by the client
• Third-party services or suppliers
• Number of revisions requested
• Payment completion

Heela Agency will make reasonable efforts to meet agreed timelines. However, delays caused by circumstances outside our reasonable control may affect the delivery schedule.

3. Client Responsibilities

To ensure projects are delivered efficiently, clients are responsible for providing the information, materials, access, feedback, and approvals reasonably required to complete the project.

These may include:

• Brand assets
• Images and content
• Product or service information
• Website or platform access
• Feedback and approvals
• Required documents
• Other project-specific information

Delays in providing required information, feedback, approvals, or payments may result in corresponding delays to the project timeline.

4. Physical Deliverables

Some projects may include physical materials, such as:

• Printed marketing materials
• Signage
• Promotional materials
• Event materials
• Packaging
• Merchandise
• Other physical project deliverables

Where physical delivery is required, the applicable delivery method, shipping costs, destination, and estimated timeline will be communicated to the client as part of the relevant project or quotation.

Unless otherwise agreed in writing, shipping or transportation costs may be charged separately.

5. Delivery Confirmation

Digital deliverables may be considered delivered once they have been successfully sent, uploaded, or made available to the client through the agreed delivery method.

For physical deliverables, delivery may be confirmed through the relevant courier, shipping provider, or agreed delivery method.

Clients are responsible for providing accurate contact and delivery information where physical delivery is applicable.

Refund & Cancellation Policy

6. Payments

All payments for Heela Agency services are based on the applicable quotation, proposal, invoice, contract, or service agreement.

Depending on the project, we may require an initial deposit, advance payment, milestone payment, or full payment before beginning or delivering certain services.

Project-specific payment terms will be communicated before the work begins.

7. Refund Eligibility

Because our services often involve customized creative work, strategy, planning, research, resources, and dedicated project time, payments are not automatically refundable once work has commenced.

Refund eligibility will depend on:

• The applicable service agreement
• The stage of the project
• Work already completed
• Third-party costs already incurred
• The reason for cancellation
• Any applicable legal requirements

Completed services, delivered work, and approved project milestones are generally non-refundable.

8. Cancellation by the Client

Clients may request cancellation of a project by contacting Heela Agency in writing.

If a project is cancelled after work has started:

• Fees for work already completed may remain payable.
• Initial deposits or advance payments may be non-refundable.
• Third-party expenses already incurred may not be refundable.
• Work completed up to the cancellation date may be charged according to the applicable agreement.
• Any remaining refundable balance, where applicable, will be evaluated on a case-by-case basis.

Simply changing your mind about a project or service does not automatically create an entitlement to a refund.

9. Cancellation by Heela Agency

Heela Agency reserves the right to suspend or terminate a project or service in circumstances including:

• Non-payment or overdue payments
• Failure to provide required information or approvals
• Material breach of the applicable agreement
• Abusive, unlawful, or inappropriate conduct
• Circumstances beyond our reasonable control

If Heela Agency terminates a project for reasons unrelated to client misconduct or breach, any applicable refund will be handled in accordance with the relevant agreement and the amount of work already completed.

10. Revisions & Scope Changes

Projects may include a specific number of revisions depending on the agreed scope of work.

Requests that fall outside the original scope may require additional fees or an updated project timeline.

Additional revisions, changes in direction, or changes requested after approval do not automatically qualify for a refund.

11. Third-Party Costs

Some projects may involve third-party services, suppliers, platforms, production companies, freelancers, software, advertising platforms, printing companies, or other external providers.

Costs already paid or committed to third parties on behalf of the client may be non-refundable.

Where applicable, these costs will be communicated to the client before they are incurred.

12. Delays Caused by the Client

Heela Agency is not responsible for project delays resulting from:

• Delayed client feedback
• Delayed approvals
• Missing content or assets
• Incorrect information
• Delayed payments
• Lack of access to required platforms or systems
• Changes to project requirements

Such delays do not automatically create a right to a refund.

13. Approved Refunds

If a refund is approved, it will generally be processed using the original payment method where reasonably possible.

The time required for the refund to appear in the client's account may depend on the payment provider, bank, or financial institution.

Any applicable deductions for completed work, third-party costs, or other non-refundable expenses may be applied where permitted by the applicable agreement.