1. Before design work begins
You may cancel by emailing hello@thedesignhotline.com. If The Design Hotline has not begun reviewing your complete questionnaire, photographs, measurements or project materials, you will receive a full refund to the original payment method.
2. After design work begins
Once review or design work has begun, the fee is nonrefundable because time has been reserved and the service is created specifically for your room. A change of mind, change in personal taste, retailer issue, unavailable product or decision not to implement the recommendations does not qualify for a refund.
3. Missing client information
The delivery timeline does not begin until payment and all required room information have been received. If information is incomplete or a folder cannot be accessed, the project will pause while we request what is missing.
If the required information is not provided within 60 calendar days after payment, The Design Hotline may close the inactive booking. The payment will not be refundable if time has already been reserved or review has begun. Please contact us before the deadline if an unexpected situation arises.
4. Service changes
The booking covers the room and scope accepted by email. Changing the room, replacing the original three questions or requesting a larger scope after work begins may require a new booking or additional fee. We will confirm any additional charge before proceeding.
5. If we cannot complete the service
If The Design Hotline cancels the booking and cannot provide the purchased service, you will receive a full refund. If part of the service has already been delivered and you agree to keep it, we may instead agree with you on a fair partial refund.
6. Delivery concerns
Please email us within seven calendar days after delivery if you believe the delivered PDF is missing an item expressly included in your booking or if the file cannot be opened. We will correct a confirmed omission or technical problem. This does not create a right to a refund based solely on subjective preference.
7. Refund timing
Approved refunds are sent to the original payment method. Your bank or card provider controls when the credit appears. Processing times may vary.
8. Contact
To request a cancellation or discuss a problem, email hello@thedesignhotline.com with your name, room and booking email.
This policy does not limit any rights that cannot legally be waived.