Cancellation, Return, and Refund Policy
Last updated: June 1, 2026
- Introduction
At Design Market Studio, we work to offer high-quality digital services and technological solutions.
Due to the nature of our services, which include consulting, software development, automation, platform implementation, cloud solutions, and other professional services, this Returns and Refunds Policy outlines the conditions applicable to cancellations, refunds, and payment disputes.
- Policy scope
This policy applies to all services contracted through our website, commercial proposals, service orders, contracts, or any other official Design Market Studio channel.
- Cancellation Policy
The client may request cancellation, return, or refund by sending a written request to: [email protected], indicating in the subject line “Cancellation Request,” “Refund Request,” or “Return Request,” as applicable.
All requests will be evaluated considering the type of service contracted, the project's execution status, the obligations assumed by both parties, and the resources already allocated for its provision.
Canceling a service does not automatically grant the right to a refund. The eligibility and amount of any applicable refund will be determined in accordance with this Cancellation, Return, and Refund Policy.
In the case of subscription services, ongoing support, managed hosting, cloud platforms, or recurring licensing, cancellation will prevent renewal for the next billing period, provided the request is submitted before the corresponding renewal date.
Once the request is received, Design Market Studio will confirm its receipt and inform the client about the status of the cancellation process and, where applicable, about the conditions for a potential refund.
- Services not yet started
When the contracted service has not yet begun technical, administrative, or planning activities, the client may request cancellation and a corresponding refund.
In such cases, Design Market Studio may apply an administrative withholding of up to ten percent (10%) of the amount paid to cover financial and administrative costs, payment processing fees, bank charges, the issuance of receipts, business analysis, and other operating costs associated with the contract.
This retention will not be applied when the refund is exclusively due to a billing error attributable to Design Market Studio or when applicable legislation expressly provides otherwise.
- Service commencement
A service will be considered initiated when Design Market Studio has commenced any of the activities necessary for its execution, including, but not limited to:
- Project kickoff meeting.
Requirements gathering or analysis.
Assignment of technical team or consultants.
• Platform or infrastructure setup.
• Creation of work environments.
• Issuance or activation of licenses.
• Delivery of access to platforms or systems.
• Software development initiation.
UX/UI Design.
• Development of integrations.
Automations.
Partial delivery of progress or deliverables.
Starting from the effective commencement of service, cancellations and any refund requests will be evaluated based on the degree of project completion and the conditions established in this policy.
- Running services
Once any of the following activities have been started:
- Professional consulting or advising.
- Requirements gathering.
- Platform Configuration.
- Software development.
- Systems implementation.
- Process automation.
- Design or production of deliverables.
- Specialized support activities.
The refund will be assessed proportionally to the work actually performed.
Design Market Studio will be able to deduct the costs associated with professional hours, licenses, configurations, developments, implementations, or services rendered up to the date of cancellation.
- Personalized services
Services developed specifically for a client, including custom software, integrations, special configurations, strategic consulting, or custom developments, are not eligible for a full refund once the project has commenced.
A refund will only be issued if there is a proven breach attributable exclusively to Design Market Studio regarding the obligations expressly agreed upon by the parties.
- Subscriptions and recurring services
In monthly subscription services, ongoing support, managed hosting, cloud platforms, or recurring licensing:
- Cancellation can be requested at any time and will be effective before the next billing cycle, provided the request is received before the renewal date.
- Cancellation will prevent future renewals.
- No partial refunds will be issued for periods already billed or started, except as provided by applicable law.
- Approved refunds
When a refund is due, it will be processed using the original method of payment, where technically feasible.
The estimated processing time will be up to ten (10) business days after the application is approved.
The final accreditation timelines will depend on the relevant financial institution.
- Deadline for submitting claims
Requests related to refunds, billing errors, duplicate charges, or any observations regarding the contracted service must be submitted in writing within fifteen (15) calendar days following the date of payment or, as applicable, the delivery of the service or deliverable.
If said period elapses without formal communication from the client, it will be understood that the service was received satisfactorily, without prejudice to any rights that may correspond under applicable legislation.
- Chargebacks and payment disputes
A chargeback occurs when a customer requests their financial institution to reverse a charge without having first exhausted the customer service channels of Design Market Studio.
Before initiating a chargeback, the customer must contact our support team to report any situation related to:
- Duplicate charges.
- Billing errors.
- Unrecognized payments.
- Service complaints.
- Project execution inquiries.
Our team will evaluate each case and seek a resolution within a reasonable timeframe.
In the event that the customer initiates a chargeback process, Design Market Studio may present all documentation supporting the transaction to the financial institution, including, but not limited to:
- Business Contracts or Agreements.
- Commercial proposals accepted.
- Service orders.
- Invoices or payment receipts.
- Hiring confirmations.
- Emails.
- Meeting or communication records.
- Project schedules.
- Scope Acceptance Evidence.
- Deliverables.
- Access granted.
- Technical support logs.
- Any other evidence demonstrating the provision of the service.
Filing a chargeback does not automatically entitle you to a refund, and each case will be resolved based on the available evidence and the policies of the relevant financial institution.
Initiating a chargeback process without first using the official Design Market Studio support channels may delay the resolution of the case, due to the procedures established by financial institutions. Therefore, we recommend that any issues related to payments, billing, or service provision be initially communicated to our support team to attempt a direct and timely solution.
- Force majeure
Design Market Studio will not be responsible for delays or inability to perform caused by events beyond its reasonable control, including:
- External provider failures.
- Connectivity problems.
- Third-party platform interruptions.
- Natural disasters.
- Labor disputes.
- Government acts.
- Any situation considered force majeure.
Each case will be evaluated individually to determine reasonable alternatives for rescheduling, credit, or compensation.
- Consumer rights
Design Market Studio respects the consumer rights recognized by the current legislation of the Republic of Peru.
Customers can request information, clarifications, and assistance with complaints related to contracted services through our official communication channels.
- Dispute resolution
The parties shall endeavor to resolve any disagreement through direct communication and good faith negotiation.
In case of disputes that cannot be resolved amicably, the parties may resort to the competent authorities of the Republic of Peru, including the consumer protection mechanisms established by the applicable regulations.
- Policy Modifications
Design Market Studio may update this Returns and Refunds Policy to adapt to legal, operational, or commercial changes.
The current version will be the one published on the website.
- Contact
For inquiries related to this policy, you can contact:
Design Market Studio
Lima, Miraflores, Prolongación Benavides Neighborhood, General Julián Arias Aragüez Street #250
Email: [email protected]