Janey The Artist - Custom Art & Murals

1. Introduction

This Refund Policy outlines the conditions under which refunds are available for artwork commissions placed through Janey the Artist. We believe in fair and transparent refund terms that protect both customers and our business.

2. Refund Eligibility

Refundable Commissions

Full refunds are available for commission orders if we have not yet begun creating your artwork. As outlined in our Terms of Service, work typically begins within 3-4 days of payment, so you have a limited window to cancel if you change your mind.

"Work has begun" when we create initial sketches or designs to present to you for approval, or when we begin the actual creation of your artwork (painting, drawing, digital work, etc.). Once work has begun in either of these ways, refunds are no longer available.

Non-Refundable Commissions

Once we have begun creating your artwork, refunds are no longer available. This includes any stage from initial sketches onwards:

Initial sketches or design work has been created
We have started painting, drawing, or creating the artwork
Work is in progress (whether you've seen it or not)
The artwork is complete and awaiting delivery or revision feedback

Why This Policy?

This policy ensures we can manage our time effectively and dedicate proper attention to active projects. Once we begin work, we are committed to delivering your custom artwork to the highest standard. Allowing refunds mid-project would disrupt our workflow and impact other customers' timelines.

3. Refund Timeline

How Quickly Will Work Start?

As outlined in our Terms of Service, work typically begins within 3-4 days of payment. Your specific timeline will be communicated to you when your commission is accepted. If you wish to cancel, we recommend contacting us as soon as possible to ensure your commission hasn't entered production.

Refund Processing Timeline

Once we confirm your commission is eligible for refund:

Within 5 business days: We will process the refund to your original payment method
Within 10-15 business days: The refund will appear in your bank account (5 days for our processing + 5-10 days for your bank's transfer)

Note: We process refunds within 5 business days. After that, Stripe initiates the refund to your bank. Your bank controls how quickly the funds appear in your account—this typically takes 5-10 additional business days depending on your financial institution. We are not responsible for delays caused by your bank. International transfers may take significantly longer.

4. How to Request a Refund

Step 1: Contact Us

Email us at contact@janeytheartist.com with:

Your order ID or commission reference number
Your full name
The email address associated with your order
A brief explanation of why you wish to cancel

Step 2: We Confirm Eligibility

We will review your commission status and confirm:

Whether work has begun on your piece
Your refund eligibility status
If approved, when you can expect the refund

We will respond within 5 business days. If we have already begun work, we will explain what stage the commission is at and why a refund is not available. Upon request, we can provide photographic evidence of work in progress to substantiate our decision.

Step 3: Refund Processing

If your commission is eligible for refund, we will process it immediately to your original payment method. You will receive a confirmation email with details about the refund.

5. Partial Cancellations

Multiple Commissions in One Order

If you ordered multiple artworks in a single order and wish to cancel only some of them:

We will assess the status of each artwork individually
You can only cancel those that haven't entered production
The refund will be proportional to the cancelled artworks only
Artworks already in progress cannot be cancelled

6. Special Circumstances

Cancelled by Janey the Artist

In the rare event that we must cancel your commission due to unforeseen circumstances (illness, emergency, inability to complete), we will offer:

Full refund: 100% of the commission fee returned
Or: Postponement with no loss of payment
Or: Recommendation of an alternative artist if you prefer

7. Payment Method Refunds

Refund to Original Payment Method

All refunds are processed to the original payment method used (credit card, debit card, etc.). Refunds cannot be issued in a different form.

Card Information Changed

If you've changed your card or account since making your purchase, please contact us before requesting a refund. Your bank can often redirect the refund to your current account, but it's best to notify us in advance to avoid delays.

8. Non-Refundable Items

Initial Consultation

Initial consultations are free and non-refundable (there is no charge).

Custom Quotes

Custom quotes are provided free of charge. If you decide not to proceed with a quote, there are no charges or refunds involved.

9. Stripe Disputes and Chargebacks

Payment Disputes

If you initiate a chargeback or dispute with your bank instead of requesting a refund through us, we will:

Respond to the dispute with documentation of the commission agreement
Explain your refund eligibility status to Stripe

To avoid complications, we recommend contacting us directly for refund requests. We're happy to discuss any concerns about your commission or payment.

10. Contact Information

If you have questions about refunds or wish to request one, please contact us:

Email: contact@janeytheartist.com

Website: Contact form on our website

Response Time: We aim to respond to all refund inquiries within 5 business days

11. Related Documents

Please also review our other policies:

12. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for legal reasons. Changes will take effect upon posting to the website. Your continued use of our services after changes are posted constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.