Refund & Cancellation Policy
Last Updated: October 14, 2026
1. Overview
At Rise Digitizing, we aim to provide high-quality custom embroidery digitizing and digital artwork services that meet the specifications agreed with our customers.
Because our services involve custom work prepared for individual customers, cancellation and refund eligibility depends on the status of the order, the nature of the issue, and whether the issue can reasonably be resolved through revisions.
This policy applies to orders placed through https://risedigitizing.com or other authorized ordering channels operated by Rise Digitizing.
2. Order Cancellation
Before work begins: Customers may request cancellation before work on their order has started. We will review the request and confirm whether the order can be cancelled and whether a refund is applicable.
After work begins: Because custom work may already involve time and resources, cancellation requests made after work has started will be reviewed individually. A refund is not automatic and will depend on the work completed, the circumstances of the request, and applicable legal requirements.
After delivery: Once the completed digital files have been delivered, cancellation is generally not available solely because the customer has changed their mind. However, customers may still request revisions or a refund if the delivered service has a qualifying issue under this policy.
Nothing in this policy limits any refund or cancellation rights that customers may have under applicable law.
3. Revisions and Service Issues
Customer satisfaction is important to us. If a delivered file contains an error or does not reasonably meet the specifications agreed at the time of ordering, please contact us at [email protected].
Please include your order reference, the delivered file, and a clear explanation of the issue.
We will review the request and, where appropriate, offer revisions to address the problem. Customers should allow reasonable time for us to investigate and complete the necessary corrections.
Revision requests involving new design instructions, significant changes to the original requirements, or additional work outside the agreed scope may require a separate quotation or additional payment.
4. Refund Eligibility
Refund requests may be considered in circumstances including:
The order was cancelled before work began and qualifies for a refund.
The delivered file materially fails to meet the agreed specifications and the issue cannot reasonably be resolved through revisions.
We are unable to complete an accepted order or provide the agreed service.
Another circumstance justifies a refund under applicable law or the specific order agreement.
Each request will be assessed based on the order details, work completed, communications with the customer, and the nature of the problem.
A refund is not guaranteed solely because a customer changes their mind, provides incorrect specifications, or requests work outside the original agreement after completion.
5. Non-Refundable or Restricted Circumstances
Subject to applicable law, refunds may not be available where:
The customer changes their mind after custom work has been completed and delivered.
The customer supplied incorrect or incomplete instructions that were followed as agreed.
The requested changes fall outside the original scope of work.
A physical embroidery result varies due to fabric, thread, stabilizer, machine settings, or production conditions that were not part of the agreed digital service.
These circumstances do not prevent us from reviewing genuine errors, service failures, or claims protected by applicable law.
6. How to Request a Refund
To request a cancellation or refund, email [email protected] with the following information:
Your name and order reference.
The date of the order.
A brief explanation of the cancellation or refund request.
Relevant files, screenshots, or other supporting information.
We may request additional information reasonably necessary to investigate the claim.
We will review the request and communicate our decision or the next steps. Where appropriate, we may first offer revisions to resolve the issue.
7. Refund Processing Time
If a refund is approved, we will notify the customer and initiate the refund through the applicable payment method or payment provider, subject to the provider’s procedures.
Our target is to initiate approved refunds within five to ten business days after approval. The time it takes for the funds to appear in the customer’s account may vary depending on the payment provider, bank, card issuer, and applicable payment-network procedures.
If a different timeframe is required by law or the payment provider’s rules, the applicable requirements will take precedence.
8. Chargebacks and Payment Disputes
If you have a concern about a charge or an order, please contact us at [email protected] so we can investigate and attempt to resolve the issue.
Customers retain the right to contact their bank, card issuer, or payment provider and exercise any applicable dispute rights. This policy does not restrict those rights.
9. Contact Information
For cancellation requests, refund enquiries, or complaints, please contact:
Rise Digitizing
Building #94B, 8th Floor, Khaya Ban-e-Amin, Main Pine Avenue Road, Lahore, Pakistan
Email: [email protected]
Website: https://risedigitizing.com
We aim to acknowledge complaints within two business days and work toward a resolution within ten business days. If a matter requires additional investigation, we will communicate the expected next steps.
10. Changes to This Policy
We may update this policy to reflect changes in our services, procedures, or legal requirements. The latest version will be published on this page with its updated date.
Changes will not remove mandatory rights applicable to an existing order or override applicable law.