Unfortunately, if you should have to cancel an order and the artist has already started preparing the portrait there is a 50% refund policy to cover the materials, time of the artist, and all other aspects of preparing the order. If the artist has yet to start on your portrait, we will gladly refund 100% of the purchasing price. While we realize this is a tricky and time-sensitive matter, we have found this to be our only option to protect us and keep our artists from starting unnecessary portraits.