Return and Refund Policy

This return and refund policy outlines the terms and conditions for returns, cancellations, and refunds for services provided by Artisancarecusto. Please read this policy carefully before engaging our services.

Service Cancellation

Clients may cancel services before work begins by providing written notice to Artisancarecusto. If cancellation occurs before any design work has commenced, a full refund of any deposits or payments made will be provided, minus any administrative fees as specified in the service agreement.

If cancellation occurs after design work has begun but before implementation, refunds will be calculated based on the percentage of work completed. Completed design phases are non-refundable, as they represent delivered intellectual property and professional services.

Refund Eligibility

Refunds are available under specific circumstances. If we are unable to deliver services as agreed due to circumstances beyond your control, such as property access issues or permit denials that prevent project completion, you may be eligible for a partial refund of uncompleted work.

Refunds are not available for completed design phases, implemented landscape work, or services that have been delivered and accepted by the client. Once design concepts or plans have been approved and implementation has begun, those portions of the project are considered delivered and non-refundable.

Design Revision Policy

We include a specified number of design revisions in our service agreements. Additional revisions beyond the included number may incur additional fees. If you are unsatisfied with design concepts, we will work with you within the agreed revision framework to address your concerns before any additional charges apply.

Project Modifications

If you wish to modify the scope of work after a service agreement has been signed, we will provide a written change order outlining the modifications and any associated cost or timeline adjustments. You must approve the change order before modifications proceed. Original agreement terms remain in effect for unchanged portions of the project.

Material and Plant Guarantees

We provide guidance on plant selection and material specifications, but we are not responsible for the performance of plants or materials once installed, as their success depends on proper care, watering, and maintenance. We recommend following our maintenance guidelines to ensure optimal results.

If plants or materials fail due to defects or improper installation on our part, we will work with you to address the issue. However, failures due to weather, pests, disease, or inadequate maintenance are not covered under our standard service agreement.

Dispute Resolution

If you have concerns about services received, please contact us at info@artisancarecusto.world to discuss the matter. We are committed to resolving issues fairly and will work with you to find an appropriate solution. Most concerns can be resolved through direct communication.

Timeline for Refund Requests

Refund requests must be submitted in writing within 30 days of the service completion date or cancellation, whichever is earlier. Requests submitted after this period may not be eligible for consideration. We will review all refund requests and respond within 14 business days.

Payment Processing

Approved refunds will be processed using the same method as the original payment. Refunds may take 7-14 business days to appear in your account, depending on your financial institution's processing times.

Partial Refunds

In cases where only a portion of services has been completed, partial refunds may be available for uncompleted work. The refund amount will be calculated based on the percentage of work completed versus the total project scope, with completed phases being non-refundable as they represent delivered services.

Non-Refundable Items

Certain items are non-refundable once delivered, including completed design documents, site analysis reports, consultation time that has been provided, and any materials or plants that have been ordered or installed. These represent delivered services and intellectual property that cannot be returned.

Quality Assurance Process

If you have concerns about the quality of services received, we have a quality assurance process to address issues. We will review your concerns, inspect work if applicable, and work with you to resolve any legitimate quality issues. This process may result in corrections, adjustments, or in rare cases, partial refunds for work that does not meet agreed standards.

Contractor Performance

If we coordinate with contractors for implementation and you have concerns about contractor performance, please notify us immediately. While we are not responsible for contractor workmanship unless we are directly managing the installation, we will work with you to address concerns and ensure project completion meets design specifications.

Weather and Seasonal Delays

Landscape projects are subject to weather conditions and seasonal planting windows. Delays due to weather or seasonal constraints are not grounds for refunds, as these are inherent to landscape work. We will work with you to adjust timelines and complete work as conditions allow.

Dispute Resolution Process

If you are unsatisfied with services and cannot reach resolution through direct communication, we offer a formal dispute resolution process. This may involve mediation or other alternative dispute resolution methods before pursuing legal remedies. We are committed to fair resolution of all concerns.

Refund Calculation Methods

For partial service completion, refunds are calculated using a percentage-based method. We determine the percentage of work completed based on project milestones defined in the service agreement. Completed milestones are non-refundable, while uncompleted work may be eligible for refund.

For example, if a project has four phases and two phases are completed, 50% of the project is considered complete. If cancellation occurs at this point, the client would be responsible for payment of the completed phases, and may receive a refund for uncompleted phases minus any non-refundable deposits or administrative fees.

Time-based calculations may also apply for consultation services billed hourly. If consultation services are cancelled mid-session, charges apply only for time actually provided. Unused prepaid consultation hours may be refunded or credited toward future services.

Chargeback and Payment Dispute Policies

If you dispute a charge through your credit card company or bank, we will work with the payment processor to resolve the dispute. However, chargebacks may result in additional fees and may affect your ability to use our services in the future.

We encourage clients to contact us directly to resolve payment issues before initiating chargebacks. Most payment concerns can be resolved through direct communication, and we are committed to finding fair solutions to payment disputes.

If a chargeback is initiated, we will provide documentation of services rendered and attempt to resolve the dispute. If the chargeback is successful, we may pursue collection of amounts owed through appropriate legal channels.

Credit vs Refund Options

In some cases, we may offer account credits instead of refunds. Credits can be applied toward future services and may be available when refunds are not appropriate, such as for completed design phases that the client wishes to modify rather than cancel.

Credits are valid for a specified period, typically 12 months from the date of issuance. Credits cannot be transferred to other parties and cannot be exchanged for cash. Unused credits expire after the validity period.

Clients may choose between credit and refund options when both are available. We will clearly explain the terms of each option to help clients make informed decisions.

Documentation Requirements for Refunds

Refund requests must be submitted in writing and include your name, contact information, project reference number if applicable, reason for the refund request, and any supporting documentation. Written requests ensure we have a clear record of your request and can process it efficiently.

For quality-related refund requests, we may request photographs, descriptions of issues, or other documentation to help us understand the concern. This documentation helps us assess the situation and determine appropriate resolution.

We may also request copies of service agreements, invoices, or payment receipts to verify the services in question and calculate refund amounts accurately.

Appeal Process for Denied Refunds

If a refund request is denied, you may appeal the decision by providing additional information or documentation. Appeals must be submitted in writing within 14 days of the denial notice and should include new information or clarification of the original request.

Appeals will be reviewed by a senior staff member who was not involved in the original decision. We will provide a written response to appeals within 14 business days, explaining the decision and any available alternatives.

If an appeal is denied, we will explain the reasons and any remaining options. We are committed to fair resolution of all refund requests and will work with clients to find acceptable solutions when possible.

Exceptions and Special Cases

Certain circumstances may warrant exceptions to standard refund policies. For example, if we are unable to complete services due to our own error or inability to perform, full refunds may be available even for work that would normally be non-refundable.

Medical emergencies, natural disasters, or other unforeseen circumstances affecting clients may be considered for refund exceptions. We evaluate such requests on a case-by-case basis and may offer partial refunds, credits, or extended timelines as appropriate.

If clients experience financial hardship that prevents them from completing projects, we may work with them to develop payment plans or modify project scope rather than requiring immediate payment or cancellation.

Refund Processing Timeline Details

Upon approval of a refund request, we initiate processing within 2 business days. The time required for funds to appear in your account depends on your payment method and financial institution.

Credit card refunds typically appear within 5-10 business days, though some institutions may take up to 14 business days. Bank transfer refunds may take 7-14 business days depending on your bank's processing times.

We will provide you with a refund confirmation and tracking information when available. If you do not receive your refund within the expected timeframe, please contact us and we will investigate the delay.

Project Suspension vs Cancellation

Clients may request temporary project suspension rather than cancellation. Suspension allows projects to be paused for a specified period, typically up to 6 months, without cancellation fees. During suspension, project materials are preserved, but no work proceeds.

Suspension may be appropriate for seasonal delays, temporary budget constraints, or other short-term circumstances. Suspended projects can be resumed when conditions allow, with timelines adjusted accordingly.

If a suspended project is not resumed within the suspension period, it may be considered cancelled and standard cancellation policies will apply. We will notify clients before converting suspended projects to cancelled status.

Material Order Cancellation

If materials or plants have been ordered but not yet installed, cancellation may be possible depending on supplier policies and order status. We will work with suppliers to cancel orders when possible, but cancellation fees or restocking charges may apply.

Custom-ordered materials or plants that cannot be returned may not be eligible for cancellation. We will inform clients of cancellation possibilities and any associated fees before placing orders.

If materials have been delivered but not installed, clients may be responsible for material costs even if installation is cancelled. We will work with clients to find solutions that minimize costs while respecting supplier policies.

Design Document Usage Rights

If a project is cancelled after design documents are completed, clients retain usage rights for the designs on their specific property. However, designs cannot be used for other properties or transferred to other parties without written permission.

If clients wish to use designs for additional properties or share designs with other parties, additional licensing fees may apply. We can discuss licensing options if you have interest in broader use of design documents.

Contact

For questions about returns, refunds, or cancellations, please contact Artisancarecusto at info@artisancarecusto.world. We are here to assist you and ensure your satisfaction with our services.