Official Merchant Policy & Compliance Hub

Minerva Concept Studio — Refund Policy, Terms of Service, Privacy & Customer Support

Effective Date: November 2026 • Applies to all Custom Digital Character Reference Sheet Commissions, Upgrades, and Delivery Vault Services.

← Back to Character Commission Builder 1. Refund, Return & Cancellation Policy 2. Terms of Service & Licensing 3. Proof Review & Dispute Resolution 4. Privacy & Data Security Policy 5. Contact & Studio Hours

1. Refund, Return & Cancellation Policy (Custom Digital Goods)

        2-Stage Buyer-Protected Payment (50% Deposit at Checkout + 50% Final Balance After Proof Approval via Stripe Managed Payments): When you place an order, you pay only the 50% Production Deposit via Stripe Managed Payments (where Stripe acts as the Merchant of Record for tax compliance and invoice privacy). The remaining 50% Final Balance is never due until your watermarked 1080p proof is staged in your private Client Delivery Vault, you have used any of your 2 included free minor revision rounds, and you explicitly approve your proof to unlock the unwatermarked 4K/8K Master Vault.
      

Stage-Based Cancellation & Refund Schedule

Because each 8-View Character Reference Sheet is custom-produced to your exact character specification, cancellation and refund eligibility is governed strictly by the production stage at the server timestamp of your request:

Order Production Stage	Deposit / Refund Rule	Customer Net Refund / Protection
Stage 1: Within 60 Minutes of Order (Pre-Pass #1)	100% of your 50% Production Deposit is refunded in full if canceled within 60 minutes prior to Pass #1 rendering (limit 1 cooling-off cancellation per client lifetime).	100% Full Deposit Refunded ($0.00 Net Cost)
Stage 2: After 60 Minutes (Pre-Pass #1 Rendering)	15% of total order value (30% of the 50% deposit) is retained as the Intake & Queue Lock Fee; 70% of your 50% deposit is refunded.	70% of Deposit Refunded (85% of Total Order Protected)
Stage 3: Pass #1 Started / 1080p Proof Staged in Vault	The 50% Production Deposit is non-refundable and covers completed studio rendering work + 2 free minor revision rounds; you owe $0.00 for the remaining 50% balance if you cancel prior to 4K unlock.	Remaining 50% Balance Waived (50% Deposit Floor Non-Refundable)
Stage 4: Proof Approved, Final 50% Paid & 4K/8K Vault Unlocked	100% final upon payment of the Final 50% Balance and unlock of unwatermarked high-resolution master files. Cannot be returned once unlocked/downloaded.	Final Sale (Free Technical File Repair Included)

On-Time Turnaround SLA & Automatic Step-Down Guarantee

Official Studio Production Hours: 10:00 AM – 8:00 PM EST, 7 days a week (verified by immutable server timestamps; pauses while awaiting client proof feedback).
Late Rush / Priority Step-Down Credit: If a 12-Hour Ultra-Rush, 1-Day Express Rush, or 2-Day Priority proof misses its promised SLA window due to studio delay, the rush surcharge automatically steps down to the actual delivery speed tier (or to 50% OFF the base character price if delayed more than 48 hours on Rush/Priority or 72 hours on Standard).
2 Free Minor Revision Rounds Included: Every order includes 2 free minor revision rounds on your 1080p proof (plus $0 studio-error reworks if any checked trait was omitted).

2. Terms of Service, Deliverables & Usage Licensing

Standard Deliverables: Every order delivers an 8-View Character Reference Sheet (0° Front, 90° Left Profile, 90° Right Profile, 180° Back, 3/4 Hero Action Pose, Headshot & Expression Callouts, Weapon/Prop Macro Callout, and 10-Swatch Material/Color Palette).
Hybrid AI-Assisted + Artist-Curated Pipeline: Minerva Concept Studio utilizes a proprietary hybrid AI-assisted generation, multi-tile high-resolution compositing, and manual artist color/anatomy curation workflow to deliver multi-view sheets in 12 to 72 hours.
Tier Licensing:
- Tier 1 Starter ($32 base / $24 w/ Builder): 2K (2560×1440) Master Sheet • Personal, Tabletop RPG, Character Lore & Non-Monetized Social Use.
- Tier 2 Standard Creator ($55 base / $47 w/ Builder): 4K (3840×2160) Master Sheet + #HEX Guide • Monetized Streaming (Twitch/YouTube), VTuber Rigging Reference & Indie Creator Use.
- Tier 3 Commercial Buyout ($90 base / $82 w/ Builder): 8K (7680×4320) Visually Clean Master + Pre-Sliced Panels & 16-Bit PNG/PDF Pack • Full Commercial Game, Merchandise & Publishing Rights.
14-Day Proof Review Window: Once your 1080p watermarked proof is staged in your Client Delivery Vault, you have 14 calendar days to approve the proof or request revisions. Unclaimed proofs past 14 days capture the 50% deposit floor and enter archive storage (reactivable within Days 15–30).
18+ Content & Code of Conduct: Clients must be 18 years or older. Tasteful swimwear, bikinis, and 3D modeling base-layer anatomy references for adult characters are permitted; explicit +18 nudity, NSFW content, or unlawful depictions are strictly prohibited.

3. Proof Review, Revision Guarantee & Dispute Resolution

We designed our 2-Stage 50% Production Deposit + 1080p Proof Vault (via Stripe Managed Payments) so you never pay your final 50% balance until you have inspected and approved your proof:

Instant Self-Service Portal Resolution: At any time before approving your proof, you can open the Client Delivery Vault & Support Portal to submit your 2 free minor revision rounds, request a $0 studio-error fix, claim an automatic SLA step-down credit, or request a stage-based deposit refund.
Anti-Fraud & Chargeback Verification: All orders are protected by 3D Secure 2 (3DS2) cardholder authentication, street/ZIP AVS billing verification, Cloudflare Turnstile anti-bot verification, and a timestamped digital signature recording acceptance of these policies. Filing an unauthorized bank chargeback after unlocking/downloading unwatermarked 4K/8K master files revokes all usage licenses and submits the signed intake contract, 3DS2 token, and vault access logs to Stripe Dispute Resolution.

4. Privacy & Data Protection Policy

Information We Collect: When you submit an order, we collect your name/alias, email address, billing address (for Stripe Tax & AVS verification), and your character design specifications.
Payment Security & Merchant of Record: All payment card processing, automated global tax calculation/remittance, and tax invoicing are handled directly by Stripe Managed Payments / Stripe, Inc. (PCI-DSS Level 1 Certified). Minerva Concept Studio never stores raw credit card numbers.
Anonymous Form Telemetry: To improve form usability, our order form logs anonymous step/tab progress and checkbox counts only; personal text inputs are masked prior to order submission.
Private NDA Option: Orders with the Optional Private / NDA Add-On are excluded from public studio portfolios and showcase galleries.

5. Customer Support, Contact Information & Studio Hours

Merchant Name: Minerva Concept Studio (Statement Descriptor: MINERVA ART)
Official Studio Operating Hours: 10:00 AM – 8:00 PM EST (Monday – Sunday, 7 Days/Week)
24/7 Self-Service Order, Revision & Refund Portal: Open Client Delivery Vault & Support Portal
Order Builder & Live Studio Concierge Q&A: Open Character Commission Order Builder (Click "Ask Studio Concierge" at bottom-right)
Direct Studio Support Response SLAs:
- Active Rush / Priority Orders: 1 – 4 Hours (during Studio Hours)
- Active Standard Orders: 4 – 12 Hours
- Completed Orders & General Inquiries: 12 – 24 Hours