Refund Policy

Refund, Cancellation & Service Terms Policy

Thank you for choosing Duke Renders for your architectural visualization needs. We are committed to delivering the highest quality photorealistic renders, backed by 100% personalized customer service to answer all your questions and guide you through every step of the process.

If for any reason you are not completely satisfied with your purchase, we invite you to review this policy. The following terms are applicable to all products and services purchased from Duke Renders.


1. Scope of Services

This policy applies to all services offered by Duke Renders, including but not limited to:

  • 3D architectural visualization and photorealistic rendering

  • Interior and exterior rendering

  • 3D modeling and scene creation

  • AI-assisted rendering and visualization

  • Animation and virtual walkthroughs

  • Post-production editing and revisions


All services are subject to the terms agreed upon in the individual project proposal or service agreement provided at the time of engagement.


2. Project Timelines & Management

2.1 Project Initiation

Once complete information is received, Duke Renders will provide a strategy and timeline for completion based on the project’s specific needs. Clients are expected to respond within 1 business day upon receiving a deliverable to ensure timeline adherence.


2.2 Project Pause

If Duke Renders does not receive a response from the client within 7 business days during an ongoing project, the project will be temporarily paused. When the project is resumed, a new timeline will be provided for completion based on Duke Renders’ current capacity on the date the information is received. Please note that this timeline may deviate from standard turnaround times.

Important: After 6 months of no response, the project will be permanently closed and all associated files will be deleted.


2.3 Project Closing

  • The project is scheduled to close within the timeline provided at the beginning. If the timeline is not met due to client-related delays, the remaining deliverables will be rescheduled based on Duke Renders’ current capacity.

  • If preview images have been approved and final images authorized, new changes or comments after the initial two preview rounds will result in a change to the project scope, necessitating a new timeline and potential additional charges.

  • If the client requests changes to a project that has already been delivered and finalized, it will be considered a new project and charged accordingly.

  • Project files will be stored for 6 months from the date of project completion. After this period, all files will be permanently deleted.


2.4 Purchase Validity


All purchases are valid for one year from the purchase date. Services not utilized within this period will expire and will not be eligible for a refund.

3. Communication Expectations


Effective communication is vital for the success of every project. The following expectations have been established for clarity and efficiency:

  • Separate Email Threads per Space: Separate email threads will be designated for each area of focus to maintain organization and avoid confusion.

  • Timely Client Responses: The client is expected to provide responses, feedback, or approvals within 1 business day of receiving deliverables or questions from Duke Renders. Timely responses are crucial to meeting established project timelines.

  • Consolidated Feedback: Clients are expected to gather all feedback into one concise submission per revision round. Piecemeal or fragmented feedback may cause delays and may be treated as an additional revision round.

4. Accuracy Guarantee

Duke Renders guarantees 99% accuracy in the deliverables only if the client provides the following information per space or area:

  1. Floor plans with exact dimensions.

  2. Elevations with exact dimensions.

  3. Exact floor plan and furniture layout.

  4. Exact furniture selections with dimensions and links to vendors.

  5. Material selections with vendor links.

  6. Any decorative items and lighting features with vendor links.

  7. AutoCAD plans (optional but recommended).

  8. SketchUp models (optional but recommended).


Please note: If Duke Renders does not receive the exact information listed above, we cannot guarantee 99% accuracy in our deliverables. Projects involving specific or complex items may also affect the production timeline.


5. Revisions & Preview Rounds

5.1 Included Previews


Duke Renders provides two (2) rounds of previews per space to ensure that design details are aligned with the client’s vision and to allow for any design changes before final deliverables are produced.


5.2 Additional Revisions

Any additional rounds of previews beyond the included two rounds per space will be evaluated and charged according to the scope of work required. In cases where the scope of design changes is significant between revision rounds, Duke Renders will provide an updated timeline and cost estimate.


5.3 Revision Request Process

  • All revision requests must be submitted in writing via email.

  • Requests should include clear, detailed feedback specifying the changes desired.

  • Reference images or annotated screenshots are strongly encouraged to ensure accuracy.

  • Revisions will be delivered within the timeframe outlined in your project agreement.

6. Complexity of Space


If a space is determined to be of high complexity, an additional fee will be charged based on the size of the space:

  • Small spaces: $200 USD

  • Medium spaces: $300 USD

  • Large spaces: $500 USD


Complexity will be assessed by Duke Renders during the project scoping phase and communicated to the client before work begins.


7. Refund Policy


We want every client to be completely satisfied with their renders. If the revision process does not resolve your concerns, a refund may be considered under the terms outlined below.


7.1 Eligibility for Refunds


Partial or full refunds will be considered under the following conditions:

  • The service was purchased and the project was started within the last 30 calendar days from the date of the refund request.

  • The delivered work does not meet the photorealistic quality standards promised by Duke Renders.

  • The delivered work does not meet the specifications outlined in the approved project brief or proposal.

  • Significant delays caused by Duke Renders that were not communicated or agreed upon with the client.

  • Technical errors or defects in the final deliverables that cannot be corrected through the included revision rounds.

  • The client has exhausted all available revision rounds (2 per space) without satisfactory resolution.


7.2 Non-Eligible Scenarios


Refunds will not be issued under the following circumstances:

  • Changes in project direction, design preferences, or creative vision after the project brief has been approved and work has commenced.

  • Dissatisfaction based on subjective aesthetic preferences that fall within the approved project scope and meet photorealistic quality standards.

  • Requests made more than 30 calendar days after the project start date.

  • Projects where the client has failed to provide required materials, references, files, or timely feedback, resulting in project delays or inaccuracies.

  • Services that have been fully completed and delivered in accordance with the approved project brief and have passed the two preview rounds with client approval.

  • Third-party software limitations, rendering engine constraints, or technical factors beyond Duke Renders’ control.

  • Rush orders or expedited services where the agreed-upon timeline was met.

  • Expired purchases (services not utilized within one year of the purchase date).

  • The refund request does not include a clear statement describing the specific issues with the deliverables.

8. Cancellation Policy


Duke Renders does not offer order cancellations once a project has been confirmed and production has begun. However, the following provisions apply:


8.1 Before Production Begins


If you wish to cancel a project before any production work has started, please contact us immediately. A full refund may be issued, minus any administrative or consultation fees already incurred.


8.2 During Production


Cancellations requested after production has begun will be evaluated on a case-by-case basis. Any refund issued will be prorated based on the percentage of work completed at the time of the cancellation request. Deductions may include:

  • Time and resources already allocated to the project.

  • Third-party costs incurred on behalf of the client (stock assets, plugins, etc.).

  • Administrative and project management costs.


8.3 Completed Projects

No cancellations or refunds will be issued for projects that have been fully completed and delivered, unless the work does not meet the photorealistic quality standards or is non-compliant with the approved project brief as outlined in Section 7.1.


9. How to Request a Refund


To initiate a refund request, please follow these steps:

  1. Submit a Written Request: Send an email to fabiana@dukerenders.com with the subject line “Refund Request – [Your Project Name / Order Number].”

  2. Include a Clear Statement: Clearly describe the reason for your refund request, referencing specific deliverables, project milestones, or communication that supports your claim.

  3. Attach Relevant Documentation: Include the original project brief, any correspondence related to the issue, and screenshots or files that illustrate the concern.

  4. Await Confirmation: Our team will acknowledge receipt of your request within 2 business days and begin the review process.


10. Refund Processing


10.1 Review Period

All refund requests will be reviewed by Duke Renders on a case-by-case basis. During this period, our team may reach out to gather additional information or to discuss potential resolutions, including additional revisions at no extra charge.


10.2 Refund Timeline

If a refund is approved, it will be processed within 30 calendar days from the date of the cancellation email. Refunds will be issued using the same payment method used for the original transaction.


10.3 Payment Processor Fees

Please note that third-party payment processing fees (e.g., PayPal, Stripe, wire transfer fees) are non-refundable and may be deducted from the refund amount. These fees are charged by the payment platform and are outside of Duke Renders’ control.


10.4 Partial Refunds

In cases where work has been partially completed, Duke Renders reserves the right to issue a partial refund proportional to the work not yet delivered. The completed portion of the project will remain available to the client, subject to the terms of the original agreement.


11. Source Files & Deliverables

  • 3ds Max Files (Model + Textures): If you require the Max/source file of the spaces created, each space will have an additional cost of $1,500 USD.

  • OBJ Simple File: For architectural purposes, a simplified OBJ file is available upon request at no additional cost.

Source file purchases are non-refundable once the files have been delivered to the client.


12. Intellectual Property & Marketing Rights


12.1 Client Rights


Upon full payment, all final deliverables are transferred to the client for use as outlined in the project agreement.


12.2 Duke Renders Marketing Rights


Duke Renders retains the right to utilize the rendered images produced as part of the project for marketing and promotional purposes, unless stated otherwise by the client in writing prior to the start of the project.


12.3 Refund Impact on Intellectual Property

  • In the event of a full refund, all delivered files, renders, and project assets must be returned or deleted by the client, and all intellectual property rights revert to Duke Renders.

  • In the event of a partial refund, intellectual property for the completed and paid-for portion remains with the client, while any unreleased or refunded work remains the property of Duke Renders.

13. Dispute Resolution


If you are unsatisfied with the outcome of a refund request, we are committed to finding a fair resolution:

13.1 Internal Review


You may request an escalated internal review by replying to your original refund correspondence. A senior team member will reassess your case within 5 business days.


13.2 Mediation

If the internal review does not resolve the dispute, both parties agree to attempt resolution through good-faith mediation before pursuing any legal action.


14. Force Majeure


Duke Renders shall not be held liable for delays or failure to perform services due to circumstances beyond our reasonable control, including but not limited to: natural disasters, power outages, internet disruptions, pandemics, government actions, or other force majeure events. In such cases, project timelines will be adjusted accordingly, and refund eligibility will be evaluated on a case-by-case basis.


15. Policy Modifications


Duke Renders reserves the right to update or modify this policy at any time. Changes will be effective immediately upon posting to our website. Clients with active projects will be governed by the policy in effect at the time their project was initiated.

16. Contact Information


If you have any questions, concerns, or need assistance regarding this policy or your project, please do not hesitate to reach out:

Refund Requests: fabiana@dukerenders.com

General Inquiries: info@dukerenders.com

Website: www.dukerenders.com

Response Time: We aim to respond to all inquiries within 1–2 business days.