Refund policy

(Effective as of 09 August 2025)

At kaleō. brand atelier, every engagement is a tailored collaboration. We work closely with you to translate your brand’s story into design, strategy, and visual expression. Because our services and deliverables are customised for each client, standard return policies for physical goods do not apply.

1. Custom & Bespoke Services

All creative services — including but not limited to brand strategy, visual identity, packaging, editorial design, campaign concepts, photography, and digital asset creation — are considered final and non-refundable once the project has begun or any deliverables have been shared.

2. Cancellations

You may cancel your order within 48 hours of purchase if no work has commenced.
To request a cancellation, email us at [your email] with your order number and project details.
If work has already started, we reserve the right to charge for the time invested up to the point of cancellation at our standard non-discounted hourly rate of €165.

3. Revisions

Each service includes the number of revisions specified in the product description, proposal, or invoice.
Additional revisions or scope changes outside the agreed brief will be billed separately at our standard hourly or package rates.
Revisions must be requested within the project timeline communicated at the outset.

4. Digital Deliverables

All digital files (e.g., logos, design files, strategy documents) are deemed “delivered” once sent to the email address provided at checkout or shared via the agreed file-transfer method.
Due to the nature of digital files, no refunds will be issued after delivery.

5. Late or Missing Refunds (if applicable)

In rare cases where a refund has been approved:

Refunds are processed within 30 business days via the original payment method.
If you haven’t received a refund after the stated timeframe, check with your bank or payment provider, as processing times may vary.

6. Exceptional Circumstances

We aim to provide exceptional service and clear communication at every stage. If you believe your situation warrants an exception to this policy, please contact us at info@iamkaleo.com. All exceptions are considered on a case-by-case basis.