Question 1

What is the payment policy?

Accepted Answer

Full payment or a non-refundable deposit is required before work begins. Remaining balances must be paid before final files are delivered. All payments made toward services are non-refundable. Payment plans are available for select projects over $800. Failure to complete payments may result in paused or canceled services.

Question 2

What is the refund policy?

Accepted Answer

Due to the custom nature of creative services, refunds are not offered once work has begun. If a client chooses to cancel a project after payment, all payments made will be forfeited. Any exceptions are solely at the discretion of Lume by Maya.

Question 3

What are the turnaround times?

Accepted Answer

Standard turnaround times range from 5–14 business days, depending on the service. Branding and website projects may require additional time based on complexity. Turnaround times begin once all required information and content have been submitted. Business days are Monday–Friday only. Rush services may be available for an additional fee.

Question 4

What is the revision policy?

Accepted Answer

Most services include 2–3 revisions unless otherwise stated. Additional revisions beyond the included amount will require an extra fee. Major redesign requests after approval may require a new service purchase. Revision turnaround times are typically 2–5 business days.

Question 5

What is the communication policy?

Accepted Answer

Clients can expect responses within 24–48 business hours. Communication will primarily take place through email unless otherwise arranged. Excessive messaging does not speed up turnaround times. Respectful communication is required at all times.

Question 6

What are the client responsibilities?

Accepted Answer

Clients are responsible for providing correct spelling and wording, brand assets and photos, timely responses and feedback, and accurate dimensions or print specifications if applicable.

Question 7

What happens to inactive projects?

Accepted Answer

Projects inactive for 30+ days due to lack of client communication may be archived or canceled. Restarting inactive projects may require a restart fee. Failure to respond within 72 hours after final delivery may result in automatic project closure.

Question 8

What additional terms should clients be aware of?

Accepted Answer

Lume by Maya reserves the right to decline projects that do not align with the brand or creative direction. By booking any service, the client agrees to all policies listed above.

Question 9

What happens if additional edits are needed after final files are delivered?

Accepted Answer

Once final files are delivered, additional edits may require a separate fee.

Question 10

Are editable/source files included with final deliveries?

Accepted Answer

Editable/source files are not included unless purchased separately.

Question 11

What are the usage rights for completed work?

Accepted Answer

Lume by Maya reserves the right to display completed work in portfolios, social media, and promotional content unless otherwise agreed upon in writing. Clients may not resell or redistribute designs as templates or original artwork.

Question 12

What formats are final files delivered in?

Accepted Answer

Final files are delivered in standard formats such as PNG, JPG, PDF, or MP4 depending on the service.

Question 13

What are the monthly retainer policies?

Accepted Answer

Retainers renew monthly unless canceled. Unused design requests do not roll over into the next month unless stated otherwise. Retainer turnaround times vary based on request volume and project scope. Priority scheduling is reserved for active retainer clients.

Question 14

What are the website policies for clients?

Accepted Answer

Clients are responsible for domain, hosting, Shopify, Wix, or subscription fees. Website content must be submitted before the design process begins. Delays in content submission may delay project completion. Lume by Maya is not responsible for third-party platform outages or technical issues.

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