Terms of Service

These Terms of Service govern your engagement with Velvetum (referred to as “Velvetum”, the “Studio”, or “we”), an independent design and development practice. They apply to any client who commissions website or interface work from us — whether you are an individual, a registered business, or any other legal entity (the “Client”, or “you”).

You accept these Terms in one of two ways: by paying for a selected pricing package, or by signing an acceptance statement for completed work. From that moment, a binding agreement exists between you and the Studio on the conditions set out below.

Velvetum provides design and development services according to the package you select on velvetum.com/pricing:

• Single-page websites and landing pages;
• Multi-page marketing sites and product pages;
• Web interfaces and lightweight applications;
• Visual redesigns of existing sites;
• AI-First adaptation that makes a site readable and citeable by large language models and AI search engines.

The exact scope — page list, sections, integrations, copy, asset deliverables — is fixed in a written brief and technical specification prepared from your input before work starts. Anything outside that document is treated as additional work under Section 7.

Fees are determined by the selected package and confirmed in writing before work begins. We offer two standard payment structures:

1. 100% upfront on small and fast-turnaround engagements;
2. 50% on kickoff and 50% on delivery on larger projects (this is our default unless agreed otherwise).

We invoice in USD by default and accept payment by card or bank transfer through a third-party payment provider. After each payment we send you an electronic receipt. Any payment-processing fees are absorbed by the Studio unless the project description states otherwise.

Delivery times are stated in business days against each package. The clock starts on the next business day after we receive both your payment and all source materials. To keep the timeline on track, please send us in good time:

• Final copy, photography, and video for the site;
• Access to your domain, DNS provider, and any hosting environment we need to deploy to;
• Credentials for any third-party tools we are integrating with — analytics, CRM, payments, and so on.

When the project is ready we send you a link to the finished build on a staging or production domain. The review process is:

1. You have 5 business days to compare the build against the technical specification.
2. Send any comments in writing — email or messenger is fine — within that window.
3. Anything outside the specification is welcome, but it is treated as additional work and quoted separately.
4. If we hear nothing within 5 business days, the work is deemed accepted and the engagement complete.

We want you to be happy with the result. If something genuinely goes wrong, you can ask for a refund in two scenarios:

1. We fail to deliver by the agreed date and do not start work within 10 business days of receiving your written notice;
2. What we delivered departs materially from the technical specification, and we fail to fix it within a reasonable time after you raise it.

How to request a refund

1. Email hello@velvetum.com with the subject “Refund” and attach proof of payment.
2. We confirm the refund amount in writing within a reasonable time, not exceeding 10 business days.
3. We return the agreed amount within 10 business days, to the same card or account you paid from.

Velvetum will

• Deliver the agreed scope within the agreed timeline;
• Take your in-scope feedback into account during revisions;
• Hand over source code and project assets in line with Section 8.

You will

• Provide source materials and access promptly so the timeline can hold;
• Pay invoices on the schedule we agreed;
• Review the result and either accept it or send a reasoned refusal within the review window.

If either side materially breaches its commitments — missed payments on your side, an unworkable schedule on ours — the other side may suspend or end the engagement and settle for work performed up to that point.

Custom work we produce specifically for you — graphic design, source code, copy — transfers to you in full once you have paid in full for the engagement. Until then, the work remains the Studio’s property and is licensed to you solely for review.

Handover

1. Access to the Git repository where the project was developed, or
2. An archive of the source code and project files delivered through a secure link or email.

We complete the handover within 5 business days of acceptance and full payment. Third-party libraries, fonts, stock assets, and open-source dependencies remain governed by their original licences, which we pass through to you intact.

We back our work with a 30-calendar-day warranty from the date of acceptance. During that window we fix, at no extra cost, any technical defect that is our fault:

• Layout or responsive issues that miss the specification;
• Bugs and errors in our source code;
• Features described in the spec that do not behave as described.

The warranty does not cover

1. Requests outside the original specification — those are new work;
2. Issues caused by changes you or another party make to the source code after handover;
3. Outages or behaviour changes in third-party services we connect to — hosting, domain registrars, analytics, messaging, payment gateways;
4. Breakage caused by browser, operating-system, or external-API updates released after delivery.

To raise a warranty issue, email hello@velvetum.com with a description of the defect and the steps to reproduce it.

Each side treats the other’s confidential information — briefs, source materials, access credentials, commercial data — as confidential and does not share it with third parties without consent. This obligation survives for 3 years after the engagement ends, or longer where applicable law requires it. Standard exclusions apply for information that is already public, independently developed, or required to be disclosed by law.

Both sides remain responsible for performing this agreement under applicable law. Within that framework, two limits apply to the Studio’s liability:

Nothing in this section limits any liability that cannot lawfully be limited — for example, liability for fraud or for losses that mandatory consumer-protection law assigns to us.

Neither side is responsible for failure or delay caused by events outside its reasonable control — natural disasters, fires, war or civil unrest, government action, large-scale infrastructure outages, sustained internet failures. The affected side will let the other know as soon as reasonably possible and resume performance once the event ends.

Most problems get solved with one direct conversation. Before any formal action, we ask both sides to attempt a good-faith resolution through the channels in Section 16.

• Written claims are answered within 10 business days of receipt;
• If the parties still cannot agree, the dispute is referred to the courts of England and Wales (commercial disputes) or to arbitration administered by the ICC in London for cross-border B2B engagements above USD 50,000, at the Studio's election.

If you are an individual acting outside your business (a consumer), nothing in this section limits the mandatory protections that consumer law of your country of habitual residence grants you, and you may bring proceedings in the courts of that country.

If you are an individual acting wholly or mainly outside your trade, business, craft or profession (a “consumer”) and you are based in the United Kingdom or the European Economic Area, you have a statutory right to withdraw from this agreement within 14 calendar days of acceptance, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) and Directive 2011/83/EU (Consumer Rights Directive).

How the right applies to digital services

1. Because our delivery windows are short (1–7 business days for most packages), starting work before the 14-day period ends requires your explicit request and your acknowledgement that the right of withdrawal is lost once the service is fully performed. We will confirm this acknowledgement in writing before we begin.
2. If you cancel within the 14-day window before work has started, you receive a full refund of any amount paid.
3. If you cancel within the 14-day window after work has started but before completion, you pay only for work proportionate to what we have delivered up to the moment of cancellation, calculated under the refund formula in Section 6.
4. If the service has been fully performed (delivered and accepted) within the 14-day window with your explicit prior consent, the right of withdrawal no longer applies.

How to exercise the right

1. Email hello@velvetum.com with the subject “Cancellation” and any project or invoice reference;
2. We confirm receipt in writing and process any refund within 14 days of receiving your cancellation notice, to the same card or account you paid from.

These Terms take effect on the date they are published at velvetum.com/offer and remain in force until we withdraw or replace them. We may update them by publishing a new version at the same address. Anything agreed with you before that update continues to be governed by the version in effect at the time of acceptance, unless we both agree otherwise in writing.

Velvetum is an independent design studio. The fastest ways to get in touch about an active engagement, a new project, or anything in these Terms are below.

Email

hello@velvetum.comcopy

Telegram

@velvetum_infocopy

Website

velvetum.com

Support hours

Monday to Sunday, business hours