Refund & Cancellation Policy

1. Introduction and Purpose

This Refund & Cancellation Policy (“Policy”) governs all requests for refunds, cancellations, and disputes in connection with services purchased from Facade Line LLC (“Company,” “we,” “us,” or “our”) through our website at https://facadeline.com/. This Policy forms part of our Terms and Conditions and should be read in conjunction with that document.

Facade Line LLC provides custom exterior design visualization services. All services result in the creation and delivery of bespoke digital Deliverables tailored specifically to each Client’s property and design preferences. Because our services involve the investment of significant professional time, specialized creative labor, and custom work product uniquely configured for each Client, our refund terms necessarily reflect the nature of digital, custom service delivery.

We are committed to client satisfaction and to resolving all concerns in good faith. We encourage all Clients to contact us before initiating any payment dispute or chargeback. Please read this Policy carefully before placing an Order.

2. Nature of Services and Digital Delivery

All services provided by Facade Line LLC result exclusively in the delivery of custom digital Deliverables, including but not limited to exterior design visualizations, paint palette recommendations, render files, and material suggestion documents. These Deliverables are:

• Custom-created and tailored exclusively to the Client’s specific property, photographs, and stated preferences
• Digital in nature and delivered electronically via email or file transfer
• Non-returnable in the traditional sense, as digital files cannot be physically returned and the labor investment cannot be recovered once work has commenced
• Non-replicable in value, as the time, expertise, and creative work invested in each project is unique to that Client’s engagement

By placing an Order, the Client acknowledges and agrees that the Services involve the creation of custom digital work product and that standard retail return policies applicable to physical goods do not apply to these Services. This Policy sets out the specific circumstances under which refunds may be available.

3. Pre-Order Consultation and Informed Purchase

Facade Line LLC requires all prospective Clients to complete a contact form and participate in a consultation process before placing an Order. The purpose of this pre-order consultation is to ensure that:

• The Client fully understands the scope, deliverable format, and limitations of the requested service package
• The Company is able to assess whether the Client’s project is suitable for the requested service
• Both parties have a shared understanding of the Client’s vision, expectations, and design goals prior to payment
• The Client has an opportunity to ask questions and obtain clarification before making a financial commitment

Clients who complete the consultation process and proceed to place an Order are considered to have made an informed purchasing decision with full knowledge of the service scope and delivery format. The availability of a pre-order consultation is a material factor in our refund policy, as Clients have a meaningful opportunity to evaluate the service before committing financially.

Clients who place an Order without completing the consultation process do so voluntarily and will be subject to the same refund terms as Clients who have completed the consultation.

4. Order Cancellation

4.1 Cancellation Before Consultation Meeting

If a Client wishes to cancel an Order after payment but before the scheduled consultation call or video meeting has taken place, the Client may request a cancellation by contacting us at info@facadeline.com. In such cases, the Client will be eligible for a full refund of the amount paid, less any applicable payment processing fees charged by Stripe (currently 2.9% + $0.30 per transaction, subject to change). These processing fees are non-recoverable by the Company.

Cancellation requests under this subsection must be submitted in writing to info@facadeline.com within forty-eight (48) hours of Order placement. Cancellation requests received after forty-eight (48) hours of Order placement but before the consultation meeting will be assessed under Section 4.2.

4.2 Cancellation After Consultation Meeting But Before Design Work Commences

If a Client requests cancellation after the consultation meeting has taken place but before any design work has commenced, the Client will be eligible for a partial refund. The refund amount will be the amount paid, less a consultation and administrative fee of fifty dollars (USD $50.00), and less any applicable payment processing fees. The consultation fee reflects the professional time invested in the intake review, introduction email, and consultation call or meeting.

To be eligible under this subsection, the cancellation request must be submitted before the Company has commenced production of any design visualization or Deliverable component. The Company will confirm in writing whether design work has commenced at the time the cancellation request is received.

4.3 Cancellation After Design Work Has Commenced

Once design work has commenced, the Client’s Order is no longer eligible for a standard cancellation refund. Design work is considered to have commenced upon the Company’s initiation of any visualization, rendering, or design production activity following the consultation meeting, regardless of whether a preliminary or draft Deliverable has been shared with the Client.

Refund eligibility after design work has commenced is limited to the circumstances described in Section 5 (Refund Eligibility) of this Policy. Clients who wish to cancel at this stage are encouraged to contact us to discuss the status of the project and any available options.

4.4 How to Request a Cancellation

All cancellation requests must be submitted in writing to info@facadeline.com with the subject line “Order Cancellation Request” and must include: (a) the Client’s full name; (b) the email address used for the Order; (c) the date of Order placement; and (d) the reason for cancellation. The Company will acknowledge all cancellation requests within two (2) business days and will process eligible refunds within the timeframe described in Section 6.

5. Refund Eligibility

5.1 Eligible Refund Circumstances

Notwithstanding the general limitations on refunds for custom digital services described in this Policy, the Company will issue a refund in the following circumstances:

• Non-Delivery: The Company fails to deliver any Deliverable within thirty (30) days of the scheduled delivery date (three to five business days following the consultation meeting) and the delay is attributable solely to the Company, not to the Client’s failure to provide required materials or participate in scheduled communications.
• Material Non-Conformance: The Deliverable delivered is materially different from the service package purchased (for example, a Paint Only package is delivered when a Full Transformation package was ordered and paid for), and the Company is unable to deliver the correct Deliverable within a reasonable additional period.
• Company Cancellation: The Company cancels the Order for reasons within the Company’s control and not attributable to Client breach or misconduct. In such cases, a full refund will be issued.
• Duplicate Charge: The Client was charged more than once for the same Order due to a technical error. The duplicate charge will be refunded in full.
• Technical Payment Error: A verifiable technical error in the payment processing system resulted in an incorrect charge. The difference will be refunded upon verification.

5.2 Non-Eligible Refund Circumstances

Refunds will not be issued in the following circumstances:

• The Client is dissatisfied with the aesthetic outcome of the Deliverable but the Deliverable was produced in accordance with the service package scope and the information and preferences provided by the Client during the consultation
• The Client’s expectations were not met due to inaccurate, incomplete, or low-quality photographs or materials submitted by the Client
• The Client changed their mind about the design direction, color preferences, or project scope after the consultation and after design work commenced
• The Client decided not to proceed with the renovation or construction project for which the Deliverable was created
• The Client was unable to implement the design due to local building codes, HOA restrictions, contractor limitations, or product unavailability, as these factors are outside the Company’s control and responsibility
• The Deliverable does not exactly match the Client’s mental image of the desired outcome, provided the Company made a good-faith effort to incorporate the Client’s stated preferences
•  The Client purchased the incorrect service package and did not notify the Company prior to the commencement of design work
• The Order was placed more than thirty (30) days prior to the refund request and the Deliverable has been delivered
• The Client initiated a chargeback or payment dispute with their card issuer without first contacting the Company and allowing a reasonable period for resolution

5.3 Satisfaction Concerns and Revision Process

If a Client is not fully satisfied with the Deliverable received, the Client should contact the Company at info@facadeline.com within seven (7) days of Deliverable receipt to describe the specific concerns. The Company will review the Client’s feedback and, where the concerns fall within the scope of the service package, will make reasonable efforts to address them through revisions or adjustments. The availability and scope of revisions is governed by the Terms and Conditions.

Client satisfaction concerns will be assessed on a case-by-case basis. Where the Company determines that a revision can adequately address the Client’s concerns, a refund will not be issued in lieu of a revision. Where a revision is not feasible or would not resolve a legitimate concern, the Company may, at its sole discretion, offer a partial credit, discount on a future order, or other resolution.

6. Refund Process and Timeline

6.1 How to Request a Refund

All refund requests must be submitted in writing to info@facadeline.com with the subject line “Refund Request” and must include the following information:

• Full name of the Client
• Email address used for the Order
• Date of Order placement
• Order amount and service package purchased
• Detailed description of the reason for the refund request, including any relevant supporting information
• Any supporting documentation, such as screenshots, email correspondence, or examples of the issue claimed

6.2 Review and Response

Upon receipt of a refund request, the Company will acknowledge the request within two (2) business days. The Company will review the request and all relevant project documentation and will provide a written determination within seven (7) business days of the acknowledgment. Complex cases may require additional review time, and the Company will notify the Client if an extension is needed.

The Company’s determination will state whether the refund request is approved or denied, the basis for the determination, and, if approved, the refund amount and expected processing timeline.

6.3 Refund Method and Processing Time

Approved refunds will be issued to the original payment method used at the time of Order placement. Refunds are processed through Stripe and are subject to Stripe’s processing timelines. Clients can generally expect approved refunds to appear on their statement within five (5) to ten (10) business days following the Company’s issuance of the refund, depending on the Client’s card issuer and financial institution.

The Company is unable to issue refunds to a different payment method than the one originally used. If the original payment method is no longer available (for example, a cancelled card), the Client should notify us and we will work with Stripe to identify an appropriate resolution.

Payment processing fees charged by Stripe at the time of the original transaction are non-refundable by the Company, as these fees are retained by Stripe and are not recoverable. Where a refund is issued, the refund amount will reflect the original charge less any non-recoverable processing fees, unless otherwise specified.

6.4 Partial Refunds

In cases where a partial refund is determined to be appropriate, the Company will specify the refund amount and the basis for the calculation in its written determination. Partial refunds will be processed in the same manner as full refunds.

7. Chargebacks and Payment Disputes

We strongly encourage Clients to contact us directly at info@facadeline.com before initiating a chargeback or dispute with their card issuer or bank. Most concerns can be resolved quickly and amicably through direct communication, and this approach is faster and less disruptive for both parties.

If a Client initiates a chargeback without first contacting the Company and allowing a reasonable period of at least seven (7) business days for the Company to respond and attempt resolution, the Company reserves the right to:

• Contest the chargeback by submitting evidence of service delivery, consultation records, email communications, and Deliverable files to the payment processor and card network
• Suspend or terminate the Client’s access to any future services pending resolution of the dispute
• Pursue all available legal remedies for fraudulent or bad-faith chargebacks, including claims for the original service fee, chargeback penalty fees incurred by the Company, and legal costs

The Company maintains comprehensive records of all client communications, consultation notes, Deliverable files, and delivery confirmations. These records are submitted as evidence in all chargeback disputes. Clients are advised that initiating a chargeback for a service that was delivered in accordance with the agreed scope and terms is unlikely to succeed and may result in additional costs.

Nothing in this section is intended to prevent a Client from exercising legitimate dispute rights provided by their card issuer or applicable consumer protection law.

8. Consumer Rights for International Clients

8.1 European Union Consumers

Clients located in the European Union may have statutory rights under applicable EU consumer protection law, including Directive 2011/83/EU on consumer rights (the “Consumer Rights Directive”). Under the Consumer Rights Directive, consumers generally have a right of withdrawal from distance contracts within fourteen (14) calendar days of conclusion of the contract without giving any reason.

However, the right of withdrawal does not apply to contracts for the supply of digital content or services that are not supplied on a tangible medium where: (a) performance has begun with the consumer’s prior express consent; and (b) the consumer acknowledged that they thereby lose their right of withdrawal. By placing an Order and proceeding with the consultation and design process, EU Clients expressly consent to the commencement of service performance and acknowledge that the right of withdrawal is forfeited upon commencement of design work.

Where design work has not yet commenced at the time a withdrawal request is received from an EU Client, the Company will honor the right of withdrawal and issue a full refund less non-recoverable payment processing fees, in accordance with applicable law.

EU Clients who have concerns about this Policy or their consumer rights may contact their national consumer protection authority or use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/.

8.2 United Kingdom Consumers

Clients in the United Kingdom may have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The same principles regarding digital content and express consent to early performance described in Section 8.1 apply to UK Clients. Clients with questions about their UK consumer rights may contact Citizens Advice or the Competition and Markets Authority.

8.3 Other Jurisdictions

Clients in other jurisdictions that provide mandatory consumer protection rights for digital services or distance contracts retain all rights provided by applicable local law. This Policy is intended to operate consistently with applicable mandatory consumer protection laws and shall not be construed to limit any rights that cannot be lawfully waived or excluded.

9. Returns of Physical Goods

Facade Line LLC does not sell or ship physical goods. All services result in the delivery of digital Deliverables. There are no physical products to return. Accordingly, this Policy does not address the return of physical merchandise, as no physical merchandise is offered or sold.

If the Company’s service offerings change in the future to include physical goods, this Policy will be updated accordingly.

10. Amendments to This Policy

Facade Line LLC reserves the right to modify or update this Refund & Cancellation Policy at any time. Changes will be posted at https://facadeline.com/ with an updated Effective Date. The Policy in effect at the time of Order placement governs that Order. We recommend that Clients review this Policy prior to placing each Order to ensure familiarity with current terms.

Material changes to this Policy that affect the rights of existing Clients with active Orders will be communicated by email where contact information is available.

11. Contact Information

For all refund requests, cancellation requests, satisfaction concerns, or questions regarding this Policy, please contact us at:

Facade Line LLC
75 E 3rd St, Sheridan, WY 82801, United States
Email: info@facadeline.com
Website: https://facadeline.com/

All written requests submitted to the email address above will be acknowledged within two (2) business days. We are committed to resolving all client concerns promptly, fairly, and transparently.