Help Center
Support
Questions about a project, a subscription, or a charge on your statement? Reach a real person here. We answer every message — usually within one business day.
Last updated: September 2, 2026
01
Contact us
Every channel below reaches the same team. Use whichever is easiest — email gives us the most context, WhatsApp is fastest for quick questions.
Include this and we'll resolve it faster
For billing questions, send the email address used at checkout, the charge date and amount, and the last 4 digits of the card. For project questions, the project or invoice name is enough.
02
Business information
Evo Creative Studio is the trade name of Red Tail Den LLC, a Florida limited liability company. We offer brand strategy, visual identity, ADA-compliant web design, print production, and social media management, serving clients across the United States and Latin America — remotely and on site in Central Florida.
Legal entity
Red Tail Den LLC
d/b/a Evo Creative Studio
Location
Wildwood, FL 34785United States
Support hours
Mon – Fri, 9:00 AM – 6:00 PM ET
Support email
Languages
English & Spanish
03
Billing & payments
Payments are processed securely by Stripe. We never see or store your full card number — Stripe handles card data directly under PCI DSS Level 1 certification.
What appears on your statement
Charges from us show up as EVO CREATIVE STUDIO.
You may also see Red Tail Den LLC
Evo Creative Studio is a registered trade name (d/b/a) of Red Tail Den LLC. Depending on your bank, a charge may appear under either name — both are us. If you see a descriptor that matches neither, contact us and we'll help you identify it.
How we bill
| Service | How it's billed |
|---|---|
| Project deposit | A deposit is due before work begins. It reserves your slot in our schedule and covers discovery and initial concepting. The balance is invoiced at delivery or by milestone, as set out in your proposal. |
| Monthly retainer | Recurring subscription billed on the same day each month for ongoing work — social media management, maintenance, and continuous creative support. Renews automatically until cancelled. |
| One-time project | A single payment for a defined deliverable, invoiced in full or split across agreed milestones. |
| Add-ons & small services | Paid ADA audits, one-off edits, hosting, and extras — billed individually when requested. |
| SaaS membership | Recurring subscription billed monthly or annually. Cancel anytime from your account or by emailing us. |
Accepted payment methods
- Major credit and debit cards — Visa, Mastercard, American Express, Discover
- Apple Pay and Google Pay, where supported by your device
- Bank transfer (ACH) for larger project invoices, on request
Currency & taxes
All prices are quoted and charged in U.S. dollars (USD). Applicable sales tax is added at checkout where required by law. Your bank may apply its own foreign transaction or conversion fees, which are outside our control.
Failed and late payments
If a subscription payment fails, Stripe retries automatically over several days and we'll email you. If payment isn't recovered, work on the affected account is paused — not cancelled — until the balance clears. Nothing is deleted while we sort it out with you.
04
Refunds & cancellations
Our refund terms depend on what you bought, because a custom logo and a software subscription are not the same product. The summary below is the operative policy; the full legal text lives in our Terms & Conditions.
| What you purchased | Refund policy |
|---|---|
| Before work begins | Full refund. If you cancel before we've started discovery or production, you get 100% back, no questions asked. |
| Custom creative work Logo, branding, web design, print, social media |
Non-refundable once work has begun — the deposit pays for time and creative work already delivered. Instead of a refund, your purchase is backed by our revision guarantee: we revise within the agreed scope until you approve the work. See section 06. |
| Monthly retainer | Cancel at any time with 30 days' notice. The current billing cycle is non-refundable because that work is already scheduled and in production. You are not charged for the following cycle. No long-term contract, no cancellation fee. |
| SaaS membership | 14-day money-back guarantee on your first subscription payment. After 14 days, cancel anytime and keep full access until the end of the period you've paid for; partial periods aren't prorated. |
| Print & physical production | Non-refundable once files are sent to production, since materials and press time are committed at that point. If an item arrives defective, damaged, or materially different from the approved proof, we reprint it or refund it — your choice. |
| Duplicate or unauthorized charge | Refunded in full, always. Tell us and we'll reverse it. If you believe a charge was fraudulent, contact us immediately. |
| If we can't deliver | Full refund of the undelivered portion. If Evo Creative Studio cancels a project or cannot complete agreed work, you're refunded for everything not yet delivered. |
Goodwill exception
Evo Creative Studio may issue a refund outside this policy at its sole discretion when the circumstances warrant it. Doing so in one case does not create an obligation or precedent for any other.
How to request a refund or cancel
- Email info@evocreativestudio.com with your name, the email used at checkout, and the charge date and amount.
- We acknowledge every request within 1 business day and give you a decision within 5 business days.
- Approved refunds are issued to the original payment method. Your bank typically posts them in 5–10 business days.
- To cancel a subscription, email us or use the cancellation link in any billing receipt. Cancellation takes effect at the end of the current cycle.
05
Before you dispute a charge
If something looks wrong on your statement, please contact us first. We can almost always resolve it the same day — and a direct refund reaches you far faster than a bank dispute, which can take 60 to 90 days to settle.
- Don't recognize a charge? Email us the date, amount, and last 4 digits of the card. We'll identify it and send you the matching invoice.
- Charged twice? Tell us and we refund the duplicate immediately.
- Subscription you meant to cancel? Let us know and we'll sort out the current cycle with you.
- Unhappy with the work? That's what the revision guarantee is for. Talk to us before going to the bank.
If you file a dispute anyway
We'll respond to your bank with the signed agreement, delivered files, and correspondence on record. Work on the disputed account is paused until the dispute resolves. Filing a chargeback for work that was delivered and approved does not release you from the agreement.
06
Project support & revisions
We don't hand you a file and disappear. Every project includes revisions, and we keep working until the deliverable is approved.
The revision guarantee
- We revise within the agreed scope and creative direction until you approve the work. There's no arbitrary cap on rounds inside that scope.
- A change of direction or scope — a new concept after one was approved, added deliverables, a different brief — is new work and is quoted separately before we start it.
- Each milestone is signed off before we move to the next, so nothing gets rebuilt from scratch late in the project.
- Final files are delivered in the formats agreed in your proposal, with ownership transferring on final payment.
Turnaround & response times
- Support messages: replied to within 1 business day
- Revision rounds: typically 2–4 business days, depending on scope
- Urgent production issues on an active project: same business day
Website & hosting issues
If we host or maintain your site and it's down or broken, contact us via WhatsApp for the fastest response. Sites under an active maintenance retainer are covered for uptime issues, security patches, and content updates within the retainer scope.
07
Frequently asked questions
Our charges appear as EVO CREATIVE STUDIO. Depending on your bank you may instead see RED TAIL DEN LLC — Evo Creative Studio is a registered trade name of that company, so both are us. If the descriptor matches neither, email us the date, amount, and last 4 digits and we'll help you track it down.
Email info@evocreativestudio.com or message us on WhatsApp. Retainers require 30 days' notice; SaaS memberships can be cancelled at any time and stay active until the end of the paid period. There is no cancellation fee and no long-term lock-in.
Because it pays for work that has already happened. Once a project starts, we've reserved schedule capacity, run discovery, and produced initial concepts — that time can't be recovered. In exchange, you get the revision guarantee: we keep refining within the agreed scope until you approve the result. If you cancel before work begins, you get a full refund.
Tell us early and be specific. We revise within the agreed scope until you're satisfied — that's the whole point of the milestone sign-off process. Most concerns are resolved in one or two rounds. If you want an entirely new creative direction after a concept was already approved, that's new work and we'll quote it before starting.
We decide within 5 business days of your request. Once approved, the refund goes back to your original payment method and your bank typically posts it within 5–10 business days. The timing after that is up to your bank, not us.
Yes. All payments run through Stripe, a PCI DSS Level 1 certified processor. Card details go directly to Stripe over an encrypted connection — Evo Creative Studio never receives or stores your full card number.
Stripe emails a receipt automatically after every successful payment. If you need a formal invoice, a copy for accounting, or a W-9, email us and we'll send it the same business day.
We collect only what we need to deliver the work and bill for it, and we never sell your data. The full detail — what we collect, how long we keep it, and how to request deletion — is in our Privacy Policy.
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