Refund Policy

Last updated: April 16, 2026

At Karrot, we want you to feel confident booking a project with us. That's why we offer a clear refund policy, so you know exactly where you stand.

This policy explains the conditions for refunds on both our packages: Branding Only and One-Page Website.

Our Promise

You'll never be stuck with a result you don't love. We work in phases so you approve every step before we move on. If something goes wrong, we'll fix it, refund you, or both.

1. Branding Only, Refund Policy

Our Branding Only package follows a staged refund model. The goal: give you full protection at the start, and clear rules as the project progresses.

Concept Validation

A concept is considered validated when you indicate the logo direction is on track, either by:

Email confirmation, or
Submitting a revision form with a rating of 6/10 or higher

Validation confirms the design direction aligns with your vision. You can still request revisions within the approved direction after validation.

Full Refund — Before Validation

You may request a 100% refund at any time before approving the initial logo concept. No questions asked.

Full Refund — Within 7 Days After Validation

If the first revision doesn't meet your expectations, you may request a 100% refund within 7 calendar days of validation.

You must allow at least one revision round based on your feedback before requesting a refund.

Partial Refund — 7 to 14 Days After Validation

If more than 7 days have passed since validation but you're still unhappy, you may qualify for a partial refund:

1–2 revision rounds completed: up to 60% refund
3–4 revision rounds completed: up to 40% refund

We review every case fairly and often offer additional concepts or future credits to make things right.

Non-Refundable Situations

Refunds are not available if:

14 or more calendar days have passed since validation
Five or more revision rounds have been completed
Final files have been delivered, approved, or downloaded
You have been silent for 7 or more consecutive days during the project

Exceptions

If there's a proven issue on our side — plagiarism, major technical error, or corrupt files — we will always take responsibility, regardless of the timeline.

2. One-Page Website — Refund Policy

Our One-Page Website process is structured differently, so the refund policy is different too.

Full Refund — Before Phase 1 Approval

You may request a 100% refund before approving Phase 1 (Structure & Copy).

No Refund — After Phase 1 Approval

Once you approve Phase 1 (Structure & Copy), no refund is available.

Why? Because Phase 1 contains the strategic work: research, structure, and conversion copy. Once you approve it, we start building. From that point, your investment is in work already delivered.

Exceptions

If we fail to deliver what we agreed on or make a clear technical mistake, we always make it right — regardless of the timeline.

3. Before Any Refund, We Try to Fix It

Our goal is always to deliver a result you love. Before processing a refund, we may offer:

Additional concepts or design directions
Direct support from the founder
A fresh take on the work with a reset approach

Most clients find that these steps get them exactly what they were looking for.

4. Client Inactivity and Project Completion

To move projects forward fairly, we need active participation.

If you don't respond for more than 3 working days, we pause the project.
If you don't respond for 30 consecutive calendar days, the project is marked complete. All work delivered up to that point is handed over as-is.

Once a project is marked complete:

No additional revisions are provided
The project becomes non-refundable
Work delivered is yours to use as-is

5. Post-Final Delivery Adjustments

Once final files or a live site have been delivered, any further changes or new work is quoted separately. This keeps quality consistent across all projects and ensures our team's time is used fairly.

6. How Refunds Are Processed

Refunds are sent back to your original payment method.
Processing times vary by bank and payment provider.
Every refund is logged in the project record for transparency.
Karrot is not responsible for any bank, payment processor, or currency conversion fees that may apply.

7. How to Request a Refund

Email info@bigheads.nl from the same email you used to place your order. Include:

Your company name
Your package (Branding Only or One-Page Website)
A short explanation of the issue

We'll review your request promptly and work with you to resolve it.

8. Chargebacks and Disputes

Please contact us before initiating any chargeback or payment dispute. We take every concern seriously and want the chance to make it right first.

If a chargeback is initiated without prior communication:

All project work is paused immediately
We may dispute the claim
Access to files may be revoked

Fraudulent disputes may result in permanent service refusal.

9. Our Commitment

Our goal is to deliver work aligned with your vision. Whether that takes a refund, extra concepts, or a different approach — we'll make sure you end up with something that works for your business.

Contact

Questions about refunds?Email: info@bigheads.nl

Bigheads Marketing (trading as Karrot)KVK: 91577446

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