Refund Policy

1. Who you’re dealing with

CloudMount.ai is a trade name of Cloud Mountain Graphics Ltd., a Colorado limited liability company based in Colorado Springs, Colorado, and cloudmount.ai is its website. Our company site is cloudmountaingraphics.com. They are one business, not two.

Whichever name you see — CloudMount.ai, CloudMount, Cloud Mountain Graphics, CMG, or a product name such as CloudEasel or WrapPort — your agreement, your account and your payments are with Cloud Mountain Graphics Ltd., and that is the company you are doing business with. In our legal pages, Cloud Mountain Graphics Ltd. is called “CMG,” “we” or “us.”

Our postal address is Cloud Mountain Graphics Ltd., 3609 Austin Bluffs Pkwy, Ste 31-1085, Colorado Springs, CO 80918. You can reach us through the contact form on this site or at [email protected].

2. Before work begins

Any payment — full or deposit — is fully refundable if you cancel before we begin work on your project. “Work begins” when the discovery milestone starts in your client portal: our kickoff outreach, discovery questions, or design exploration.

3. After work begins

If you cancel mid-project, we refund the unearned portion: what you have paid minus the value of work completed to that point, assessed against the project’s milestones. For example, on a $1,500 package, once discovery and initial concepts have been delivered, that portion is earned. We will show you exactly how the proration was calculated, along with any work completed so far.

On deposit projects, the deposit covers the first half of the work; once design concepts have been delivered, the deposit is generally fully earned. The remaining balance is due only at final delivery.

4. After delivery and approval

Once you have approved final deliverables and files have been released, the sale is complete and payments are non-refundable. If something is wrong with a delivered file — a technical defect, a file that won’t open, a print file with incorrect specifications — we fix it at no charge. That’s workmanship, not a favor.

5. Subscriptions

You can cancel a plan online at any time — from Manage billing in your portal, or Manage subscription in WrapPort — or ask us to cancel it for you through the contact form. There is no cancellation fee.

Cancelling stops the next renewal. The plan keeps working until the end of the monthly or yearly period you have already paid for, and then it ends. We do not refund the unused part of a period that has already started.

If you were charged after you cancelled, charged twice, or charged in error, we refund that charge in full.

A one-time setup fee pays for building your site, so sections 2 to 4 apply to it: it is fully refundable before we start building, and prorated after that.

6. Printed products and signs

Everything printed is made to order, for you. Until you approve the proof and the order goes into production, you can cancel for a full refund. Once it has been printed, it can’t be returned because you changed your mind — it was made for you and can’t be resold.

We reprint our mistakes. If what arrives does not match the proof you approved — the wrong size, material or quantity, a print defect, or damage in shipping — tell us, with a photo, and we will reprint it at no charge, or refund it if a reprint won’t put it right.

What you approve is what gets printed. A spelling mistake, a wrong phone number or a low-resolution image in an approved proof — including artwork you chose to print after we warned you it was low resolution — is not a defect, and reprinting it is a new order.

Where the shipping price at checkout was an estimate, and the real cost comes in lower, we refund the difference. If it comes in higher, we absorb it.

7. Print files and design releases

When you pay to release the print-ready files for a WrapPort design, the fee counts toward a CMG print of the same design ordered within 90 days. Once the files have been released to you, the fee is not refundable, but we fix any technical defect in them at no charge, as section 4 describes.

8. If we cancel

If we are unable to complete your project for any reason on our side, you receive a full refund of all unearned amounts immediately, plus every file produced to that point.

9. Revisions are not refunds

Not loving a first concept is a normal part of design — that’s what your package’s included revision rounds are for. We work the revisions before any refund conversation, because that’s almost always where the right result comes from.

10. Buy-now-pay-later purchases

Refunds on purchases financed through Klarna, Afterpay, or Affirm are issued back through the financing provider; their timing and any financing fees are governed by their terms.

11. How to request a refund

Send us a message through the contact form, message us in your client portal, or email [email protected]. Approved refunds are issued to the original payment method within 5–10 business days (bank posting times vary).