Refund Policy

Last Updated: January 15, 2025

This Refund Policy outlines the terms and conditions for refunds of fees paid for Stellar Architects Group's professional architectural services. Our policy balances fair client treatment with the professional nature of architectural work.

General Refund Principles

Our refund policy considers:

• The professional nature of architectural services
• Time and resources invested in each project phase
• Deliverables completed and transferred to client
• Third-party costs incurred on client's behalf
• Industry standard practices for professional services

Refund Eligibility by Service Type

Service Phase	Refund Eligibility	Conditions
Initial Consultation	100% if cancelled 48+ hours ahead	No charge for first 2 hours if dissatisfied
Schematic Design	75% if terminated before preliminary review	25% retained for project setup and initial work
Design Development	50% of phase fee if terminated mid-phase	Based on percentage completion
Construction Documents	Prorated based on completion percentage	Minimum 30% retention for work completed
Construction Administration	Monthly fees non-refundable once month begins	Future months refundable with 30-day notice

Non-Refundable Items

• Third-Party Expenses: Survey costs, engineering consultants, permit fees, printing costs
• Travel Expenses: Site visits, client meetings, municipal submissions
• Delivered Work: Completed drawings, reports, or documents already transferred
• Regulatory Submissions: Municipal applications, building permit submissions
• Specialized Consultations: Code analysis, sustainability assessments

Refund Request Process

To request a refund, clients must:

Step 1: Written Notice

• Submit written termination notice via email or certified mail
• Specify reasons for termination and refund request
• Include original contract number and project details

Step 2: Work Assessment

• We will assess work completed within 10 business days
• Detailed breakdown of completed vs. contracted work
• Calculation of refundable amount based on this policy

Step 3: Refund Processing

• Refund amount communicated within 15 business days
• If accepted, refund processed within 30 business days
• Refunds issued to original payment method when possible

Special Circumstances

Client-Initiated Changes

Major scope changes that require substantial rework may affect refund calculations:

• Completed work remains billable even if direction changes
• New scope treated as separate contract if substantial
• Client responsible for costs of approved work

Force Majeure Events

In cases of natural disasters, regulatory changes, or other unforeseeable events:

• Refunds calculated based on work salvageable for client
• Priority given to transferring completed work to client
• Costs for project restart or major revisions excluded from refunds

Mutual Agreement Termination

When both parties agree to terminate for compatibility or strategic reasons:

• More generous refund terms may apply
• Focus on fair resolution for both parties
• Consideration for future collaboration

Payment Method Specific Terms

Credit Card Payments

• Refunds processed to original credit card
• Processing fees (typically 3%) deducted from refund
• 5-10 business days for credit to appear on statement

Bank Transfer/Check Payments

• Refunds issued via company check or bank transfer
• No processing fees deducted
• Processing time: 2-3 business days

Retainer Payments

• Unused retainer amounts refundable
• Applied against final invoice first
• Refund calculated after all project costs deducted

Dispute Resolution

If clients disagree with refund calculations:

Internal Review

• Request review by senior partner within 30 days
• Provide additional documentation supporting position
• Independent assessment of work completion percentage

Professional Mediation

• Neutral third-party mediator familiar with architectural contracts
• Costs shared equally between parties
• Binding decision within 60 days of mediation start

Client Satisfaction Guarantee

Additionally, we offer:

• Progress Reviews: Regular client check-ins to ensure satisfaction
• Scope Adjustments: Reasonable modifications to better meet client needs
• Senior Review: Complex projects reviewed by senior architects
• Ongoing Communication: Weekly updates during active design phases

Contact for Refund Requests

For refund requests or questions about this policy:

Primary Contact:
Michael Chen, Operations Director
Email: [email protected]
Phone: +1 (604) 847-3291 ext. 204

Mailing Address:
Stellar Architects Group Ltd.
Attention: Refund Department
2150 West Hastings Street, Floor 15
Vancouver, BC V6K 3M9, Canada

Business Hours:
Monday-Friday: 8:30 AM - 5:30 PM PST
Response within 2 business days guaranteed

This Refund Policy is subject to the terms of individual contracts and may be superseded by specific contractual agreements. We reserve the right to update this policy with 30 days notice to existing clients.