Know the process before you pay
Effective October 1, 2026. This policy applies to new orders. A specific written project agreement takes priority where it differs. Please confirm scope and availability before using a checkout link.
1. Confirm the production
We agree in writing on your deliverables, formats, total price, required materials, revision allowance, and delivery target. Custom deposits are credited toward that agreed total. A deposit does not purchase an unlimited production.
2. Provide materials and approvals
Send the approved photographs, wording, logos, story details, and permissions requested for your project. Production timing begins after the agreed payment and complete materials are received. Any 24-hour production target must be confirmed for your order and depends on readiness and availability.
3. Review and revise
Your written scope specifies included revision rounds. Provide consolidated feedback so changes remain clear. We correct errors we introduced relative to approved materials without an additional correction charge. New concepts, new materials, or expanded scope may require a separate quote that you approve first.
4. Approve and receive
Review spelling, likenesses, details, and factual claims before final approval. Final formats and delivery method follow the project agreement. Keep a copy of the delivered files. Additional versions and editable source files are included only if stated in the scope.
Cancellation before work begins
If you cancel before production or planning work begins, we refund the amount paid, except any nonrecoverable third-party costs you separately approved in writing. Contact us through your project conversation and include the order or payment reference.
Cancellation after work begins
We provide an itemized account of work completed and any approved nonrecoverable costs. The unused balance is refundable. We do not automatically treat the whole deposit as nonrefundable. Any retained amount must be tied to the agreed scope and documented work or approved costs.
After delivery or if something goes wrong
A change of preference after approved work is delivered does not automatically require a full refund. If delivery materially differs from the agreed scope, contact us with the issue so we can correct it. If we cannot complete the agreed work, we refund the undelivered portion; if no usable agreed work has been delivered, we refund the payment. Applicable consumer rights remain available.
How to request a refund
Use the same United Urban Pics conversation used to arrange the order and provide the payment reference, project name, and reason. We confirm the request and explain the proposed resolution and any itemized deduction. Approved refunds go to the original payment method; payment-provider processing time varies.
Public sharing remains a separate decision
Private family productions and child-focused projects are not automatically public samples. Public-sample permission is separate from production approval.