Refunds & Termination

Before payment

We do not charge before preview approval. Until payment is verified, you may stop the order and we may terminate it; no uncollected amount is due. After preview approval, payment instructions and the 24-hour price reservation are provided under the Terms.

After verified payment

Custom production starts after preview approval and verified payment. A change of mind after that is generally not refundable, but we will provide reasonable remediation or refund where we cannot deliver the agreed service or the final work fails on a verified supported Mac after reasonable diagnosis, repair or replacement attempts.

Refund outcomes

Refunds are returned through the original payment method or another verified method. We record the amount, reason, date, payment reference and approval. Nothing limits non-excludable Hong Kong consumer rights.

• If we cannot deliver within an agreed revised date, you may cancel for a full refund.
• Duplicate payments, incorrect charges and overpayments will be returned.
• A full refund revokes the private download and personal-use licence. You must stop using and delete delivered files. We will withdraw any remaining private download.
• A partial refund is only governed by a written agreement that states the amount, reason, continuing access and licence position.

Termination

We may pause or terminate an order if photos are insufficient, you cannot show authority to provide them, the request is unlawful or infringing, you are unresponsive for an unreasonable period, the service is abused, or necessary process steps are refused. We will explain the reason and reasonable remedy. For a paid order, any remedy takes account of completed work, the reason for termination and your legal rights.

How to ask

Send a refund, termination or supported-Mac failure request to beastie@flowstudiohk.com with your order reference and relevant details. We will assess it honestly, communicate any delay or updated date, and aim for a reasonable outcome.