Policies/FAQ

Orders & Checkout

All services must be purchased directly through the website. Once your order is placed, you will receive a confirmation email with your order details and instructions on how to submit the required materials for your project.

Communication Policy

All communication must be conducted via email to ensure organization and efficiency throughout your project. Please allow 24–48 hours for a response. Same-day responses are only guaranteed if a same-day design service has been booked.

Turnaround & Response Time

Please allow 24–48 hours for all responses. Communication is handled via email to ensure your project remains organized and efficient. Turnaround times for completion will vary based on the service purchased and project complexity.

File Delivery

Final files will be delivered in appropriate formats based on your project, which may include PNG, JPG, PDF, MP4, and other standard digital formats.

Source / Editable Files

Editable or source files (such as PSD or AI files) are available upon request and must be requested within 30 days of project completion. Additional fees may apply.

Project Start & Requirements

Once your order is placed, you will receive an email outlining all required materials needed to begin your design. All materials must be submitted in full before production begins.

Revisions

Most services include 2–3 rounds of revisions depending on the selected package. Revisions are intended for minor adjustments such as color, layout, or small design changes. Additional revisions beyond what is included will require an additional fee.

Client Inactivity

If there is no response or communication from the client for 7 days, the project may be placed on hold. After 30 days of inactivity, the project will be closed without refund.

Ownership & Usage Rights

All designs remain the property of Cielé Agency until the project has been fully completed and delivered. Once completed, full usage rights are granted to the client.

Post-Completion Edits

Any edits or changes requested after project completion will require a new booking and will be billed separately.

Professional Conduct

Cielé Agency maintains a professional working environment. Disrespectful, abusive, or inappropriate communication may result in immediate termination of the project without refund.