Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all orders placed with JOAN GIGS, the business name of Joann Vitto ("JOAN GIGS", "I", "we", "us" or "our"). It forms part of my Terms of Service. By placing an order you agree to this policy.

01Overview

I want you to be happy with your thumbnails. Because my work is custom and digital, I focus on getting the design right through revisions rather than refunds. This policy explains when refunds and cancellations are and are not available.

02Nature of my services

JOAN GIGS provides custom, made-to-order digital design work. Once I begin designing for your specific brief, that work cannot be "returned" in the way a physical product can. For this reason, refunds are limited and handled case by case as described below.

03Delivery

All deliverables are digital files supplied electronically (for example, by download link or email). No physical items are shipped. Standard orders are delivered within the turnaround time stated for your package once I have received full payment and all materials needed to begin.

04Revisions first

If you are not satisfied with a design, your first step is to request revisions. I offer revisions (as described for your package) to refine the work until it matches your brief. Most concerns can be fully resolved this way, and I encourage you to use your revisions before requesting a refund.

05When refunds may apply

I may offer a full or partial refund at my reasonable discretion in situations such as:

• You cancel an order before I have started any design work.
• I am unable to deliver your order or to start it within a reasonable time.
• A duplicate or accidental charge has occurred.

06When refunds do not apply

Refunds are generally not available once work has been delivered or substantially completed, including when:

• The final files have already been delivered and met the agreed brief.
• You change your mind, no longer need the design, or your circumstances change after delivery.
• Delays or issues were caused by an incomplete brief, lack of response, or materials you failed to provide.
• The design has already been used or published.
• You are dissatisfied but have not given me a fair opportunity to revise the work.

07Cancellations

You may request to cancel an order at any time by contacting me. If work has not yet started, you will receive a full refund. If work has already begun, I may retain a portion of the fee proportional to the work completed, and refund the remainder where appropriate.

08How to request a refund

To request a refund or cancellation, email me at order@joangigs.com with your order details and the reason for your request. I will review every request fairly and respond promptly.

09Processing time

Approved refunds are issued to your original payment method through the relevant payment provider (such as PayPal or Wise). Once approved, refunds are typically processed within 5–10 business days, though the exact timing depends on your bank, card, or account provider.

10Chargebacks

If you have a concern about a charge, please contact me first so I can resolve it directly. Filing a chargeback or payment dispute without contacting me may delay resolution. I reserve the right to contest chargebacks that are inconsistent with this policy and to provide the payment provider with relevant order records.

11Contact