POLICIES/FAQs

Business hours are 10 AM – 6 PM EST, Monday through Friday. Ciele Agency does not operate on weekends or holidays. All messages and inquiries will be responded to on the next business day.

Turnaround time depends on the service selected. Please refer to the description of each service for specific details.

• Turnaround time begins once all required information, including photos/videos, is submitted via email.
• Turnaround times are calculated in business days (Monday through Friday only).
• Revisions, if needed, will require an additional 2-5 business days. To minimize delays, please ensure your design form is as detailed as possible.

We only accept deposits for social media management plans. However, for other services, you can use Shop Pay to pay in installments.

Ciele Agency communicates exclusively via email to maintain a clear and professional record of all interactions (CieleAgency@gmail.com). Please do not send direct messages (DMs) on social media regarding orders. Allow 24-48 hours for a response due to high inquiry volume.

Yes, each design includes two (2) free minor revisions, which may include:

• Adjusting element placement
• Changing fonts or minor colors

Revisions do not include full redesigns, new concepts, or major changes.

• Additional revisions for image-based designs cost $15 each.
• Additional revisions for video-based designs cost $20 each.

All fees for non-minor revisions must be paid in full before work resumes.

Ciele Agency does not provide refunds once work has begun, drafts have been sent, or labor has started. Refunds will only be issued if Ciele Agency is unable to complete the project due to personal reasons (e.g., illness). By purchasing, you agree to this NO REFUND policy.

If you choose to cancel, you forfeit your designs, and no refund will be issued. Refunds are granted solely at the designer's discretion.

We strive to ensure your satisfaction, offering two (2) free minor revisions per order. Once these are used, additional revisions are available at a fee.

If you choose to cancel during or after the design process, no refunds will be issued under any circumstances. Please carefully review the terms and conditions before purchasing.

Final designs are sent within the stated turnaround time. If there is a delay due to high traffic, you will be notified. We will only contact you for additional information as needed. Incomplete designs will not be shared.

No, Ciele Agency is a design-only company. Files are provided in standard sizing. If specific sizing is required, include this in your email. For printing, we recommend using services like Office Depot, FedEx, Vistaprint, or local print shops.

We understand that life happens—please communicate any delays!

• All design information must be submitted within 7 business days of booking, or your order will be moved to the end of the queue.
• If no communication or information is received within 15 days, a $20 inconvenience fee will apply.
• If no communication occurs for 30 days after drafts are sent, the project is considered ghosted and will require a restart fee of 30% of the service total.
• After 30+ days without communication, your project will be terminated, and rebooking will be required.
• Clients who ghost two (2) projects will no longer be permitted to book with us.

Disrespectful or insulting language will not be tolerated. If this occurs, your project will be terminated, and no refund will be issued.