Refund and Cancellation Policy

Last updated: 1 August 2026

This Refund and Cancellation Policy applies to services and digital products made available through alexandresilva.eu, including web design, WordPress, graphic design, branding, digital art, creative content, 3D, motion graphics, video, artificial intelligence, automation, consulting and other digital work provided by Alexandre Silva.

1. Scope

Because many services are personalised, creative, technical or made to order, refund conditions depend on the type of service commissioned, the stage of the work and the conditions agreed in the proposal, quotation, invoice, contract or specific service page.

2. Right of withdrawal

Where applicable to consumers in distance contracts, the client may have the legal right to withdraw from the contract within 14 days, without giving a reason, under applicable Portuguese law.

If the client expressly requests that the service begins during that period, a proportional amount may be due for work already carried out up to the time of cancellation. If the service has been fully performed with the client’s express consent and acknowledgement that the right of withdrawal is lost, a refund may not apply.

3. Personalised services

Creative, technical or personalised services, such as websites, visual identity, graphic assets, AI content, images, videos, 3D models, motion graphics, automations, strategic consulting or deliverables developed according to the client’s instructions, may not be refundable once started, approved or delivered, unless otherwise agreed in writing or required by law.

4. Digital content and downloads

Digital products, downloadable files, templates, creative assets, presets, documents, images, videos or other content supplied without a physical medium may cease to be eligible for refund once access, download or digital execution has started with the client’s consent, in accordance with applicable law.

5. Deposits, bookings and phased payments

Amounts paid as a deposit, booking fee, project start fee, diagnosis, audit, consulting, planning or first phase may be non-refundable when they correspond to reserved time, work already carried out, analysis, preparation or blocked availability.

For phased projects, cancellation does not remove the obligation to pay for work already completed, approved or in progress up to the date of the cancellation request.

6. Cancellation before work begins

When the client cancels before any work has started and before any effective calendar booking has been made, a full or partial refund may be possible, after deduction of transaction costs, payment fees, administrative expenses or other costs already incurred.

7. Refunds where delivery is not possible

If, for a reason attributable to Alexandre Silva, it is not possible to provide the contracted service, an appropriate solution will be proposed, which may include rescheduling, replacement deliverable, credit for another service or a full or partial refund, depending on the case.

8. Situations that are usually non-refundable

  • Work already completed, delivered or approved by the client.
  • Personalised services started at the client’s request.
  • Consulting sessions, meetings, audits or reviews already carried out.
  • Digital products, downloads or files already made available.
  • Third-party costs, such as hosting, domains, plugins, fonts, stock assets, software, advertising, printing, licences or external platforms.
  • Delays caused by missing content, feedback, access details, approvals or decisions from the client.

9. How to request cancellation or refund

To request cancellation or refund, the client should contact Alexandre Silva through the contact details available on the website, indicating their name, email used for the purchase or commission, service acquired, payment date and reason for the request.

The request will be reviewed according to the contracted service, project status, amounts paid, costs already incurred and applicable law.

10. Processing time

When a refund is approved, it will be processed through the original payment method whenever possible. The time until the amount becomes available may depend on the bank, payment platform or financial intermediary.

11. Changes to this policy

This policy may be updated to reflect changes to services, digital products, commissioning processes or legal requirements. The version published on this page is the version currently in force.

12. Contact

For questions about cancellations, refunds or commissioning terms, please use the contact details available at alexandresilva.eu.