Refund, Cancellation & Withdrawal.
Last updated: 25 August 2026
This page explains, in one place: how to cancel an order, what you're charged for work already in progress, and — for consumers ordering from the EU — your statutory right to withdraw from the contract. Business customers should read clauses 1–3; consumers should also read clause 4.
01 Cancelling before kickoff
You can cancel any package, free of charge, any time before the kickoff stage begins (see /process/). No fee applies, and any invoice issued is cancelled or refunded in full.
02 Cancelling after kickoff (one-off packages)
Once kickoff has started, the 50% deposit invoiced at order confirmation is non-refundable — it covers the studio capacity reserved for your project and the scoping and kickoff work already completed. If further work has been delivered beyond kickoff (e.g. a completed design stage), that stage is billed pro-rata against the package's total price and stated deliverables, and you receive the deliverables for the stages you've paid for under the limited review licence described in the Terms; stages not yet started are not billed. Full usage-rights transfer applies only to stages paid for in full.
03 Cancelling the Design Retainer
The retainer runs on a 3-month minimum term. After that minimum term, cancel any time with 30 days' written notice to support@designplatinum.com. The current billing month is not refunded once it has started, since capacity for that month has already been reserved.
04 Statutory right of withdrawal (consumers ordering from the EU only)
If you are a consumer (i.e. ordering for purposes outside your trade, business or profession) and you are based in the EU, German law gives you a statutory right to withdraw from an online order within 14 days of the order date, without giving a reason. This right does not apply to business customers (an "Unternehmer" under §14 BGB) — clauses 1–3 above govern cancellation for business orders.
05 Early performance & loss of the right
Our standard process begins kickoff within days of your order, at your request, so that turnaround times can start immediately. By checking the Refund & Cancellation Policy box at checkout and asking us to begin work before the 14-day period ends, you expressly consent to this early performance. If we complete the entire service before the 14-day period ends, your right of withdrawal ends once performance is complete (§356(4) BGB). If you withdraw before the service is fully performed, you must pay us a proportionate amount for the service already performed up to the point you notify us of your withdrawal, calculated against the total contract price (§357(8) BGB); any amount paid beyond that proportionate share is refunded to you within 14 days of your withdrawal notice.
06 How to withdraw
To withdraw, send a clear statement (email is sufficient) to support@designplatinum.com, including your order reference and the date of your order. A model withdrawal form is provided below; using it is optional. To designplatinum, Wormser Str. 10, 60598 Frankfurt am Main, support@designplatinum.com — I/we hereby give notice that I/we withdraw from my/our contract for the provision of the following service: [order reference / package name] — Ordered on: [date] — Name of consumer(s): — Address of consumer(s): — Signature (only if this form is submitted on paper): — Date:
07 Refund method & timeline
Where a refund is due under any of the above, it is paid back to the original payment method (or by bank transfer, for invoice payments) within 14 days of the cancellation or withdrawal being confirmed.