Modify Your Character Brief, Request Proof Revisions, or Get Instant 24/7 Support

• Studio Time Zone & Human Support Hours: Minerva Concept Studio operates on Eastern Time (EST/EDT) from 10:00 AM to 8:00 PM EST, 7 days a week. Our automated AI Support Co-Pilot provides instant (<3-second) triage and answers 24/7/365.
• 6:00 PM EST Daily Cutoff: Orders, revision requests, and support tickets submitted after 6:00 PM EST are logged immediately, with official human turnaround/response clocks starting at 10:00 AM EST the next morning (except pre-approved 12-Hour Ultra-Rush orders booked before the 2:00 PM EST cutoff).
• Tier 1 — Active Paid / Hold-Authorized Orders (Highest Priority): Human response within 1–4 hours for Rush orders and 4–12 hours (max <24h) for Priority/Standard orders during studio hours.
• Tier 2 — Paid & Completed Orders (Standard Priority): Human response within 12–24 hours for download, vault, or file corruption issues, and 24–48 hours for post-order upgrades or general questions.
• Tier 3 — Unpaid Submitted Orders (Intake Queue): Instant (<60s) automated intake confirmation; manual human review occurs within 24–72 hours (1–3 days) strictly after all Active Paid and Completed Paid orders are cleared. Unpaid submitted orders automatically expire and archive at $0.00 cost after 7 calendar days.

• $0.00 Included Minor Revisions (Up to 2 Rounds Free): Covers subjective fine-tuning within your original brief (color/HEX tint shifts, facial expression tweaks, scar/marking placement, or small trim adjustments). If our automated Step 1 manifest check verifies that a proof objectively omitted a trait explicitly checked in Step 1, it is corrected at $0.00 without deducting from your 2 free rounds.
• Checked Step 1 Boxes vs. Written Notes / Reference Links (EC-5): Your order is governed by a 3-Tier Input Precedence Hierarchy: (1) Checked Step 1 Trait Tiles & Paid Step 2 Add-Ons → (2) Custom Written Notes → (3) Reference Image URLs. If your Checked Step 1 Boxes contradict your Written Notes or Reference Links, following either one of your submitted inputs is 100% studio-compliant (never a studio error); switching to the conflicting trait after Pass #1 requires a Change Order (+25% or +50%).
• Native 1:1 (100%) Pixel-Scale & Zoom Inspection Standard (Full-Body vs. Macro Callouts): All deliverables are raster artwork (.PNG / .JPG / .PDF) with a finite pixel grid determined by your chosen tier (2K, 4K, 8K, 12K, or 16K). Full-Body Turnaround Views (Panels 01–04: 0°, 90°, 180°, 3/4) are guaranteed for visual sharpness at 100% (1:1) native pixel scale (with symmetric T-Pose/A-Pose arms and oversized weapons positioned aside for unobstructed torso visibility, while dynamic stances and held weapons appear in Panels 05 & 08), and Dedicated 1:1 Macro Callout Boxes (Panels 06–07) are engineered for 150%–200% close-up inspection. Extreme magnification (300%–800%+ zoom), natural studio lighting/shadow gradients across #HEX base albedo swatches, or third-party VTT upload caps (e.g., Roll20 5 MB limit — use our free 1-click VTT-Optimized export under EC-12) and local CMYK printer shifts are not rendering defects.
• The "Artistic Liberty" Rule (Blank Tabs): Any trait category left blank/unchecked at Step 1 submission grants Minerva Concept Studio creative freedom to design a fitting default. Requesting a specific custom item for 1–2 previously blank tabs after Pass #1 is a +25% Partial Slot Change Order (or +50% for 3+ tabs).
• +25% Partial Slot Change Order vs. +50% Full-Sheet Redraw: Swapping 1–2 checked gear/hair/weapon traits or adding a 3rd+ minor revision round is +25% of base character price. Changing Art Style, Species, Body Build, Turnaround Stance, 3+ trait tabs at once, or adding/removing wings/tails/cloaks is +50% of base character price.

• Zero-Trust Server-Clock Verification (Anti-Gaming Protection): All refund and delay calculations are governed strictly by immutable server timestamps and your locked Step 1 JSON trait manifest (never by free-text claims). Time spent awaiting client email/payment verification, after-hours submissions (after 6:00 PM EST — EC-1), broken/private reference links (EC-4), or client proof review is automatically excluded.
• Proportional Rush Surcharge Step-Down (Missed Rush Windows): If a paid Rush/Priority proof misses its target window, the speed surcharge automatically steps down to the actual speed tier delivered while the 1.0x Base Price stays intact:
  • 12-Hour Ultra-Rush delivered in 12–24h: Steps down to 1-Day Express Rush (1.60x).
  • Delivered in 24–48h: Steps down to 2-Day Priority (1.25x).
  • Delivered in 48–72h: 100% of the Rush Surcharge is waived down to the 1.0x Standard Base Price.
• Stage-by-Stage Cancellation, Immediate 15% Ultra-Rush Fee & 100% Store Credit Waiver:
  • Unpaid Orders & 48-Hour Price-Lock Quote Holds: Canceled anytime at $0.00.
  • Standard / Priority / 1-Day Express — Within 60 Minutes (Pre-Pass #1 & Before Proof Is Sent): 100% of the 50% deposit is refunded ($0.00 fee).
  • Standard / Priority / 1-Day Express — After 60 Minutes (Pre-Pass #1 & Before Proof Is Sent): 15% administrative intake fee (30% of deposit) retained and 70% of deposit refunded to card — OR choose 100% Instant VCR-... Store Credit with the 15% fee completely waived ($0 fee — EC-10)!
  • 12-Hour Ultra-Rush Immediate 15% Slot-Reservation Fee (From Minute 0): Because 12-Hour Ultra-Rush immediately locks 1 of only 2 daily studio slots and triggers immediate artist overtime dispatch, Ultra-Rush orders are exempt from the $0 cooling-off window from Minute 0: canceling prior to Pass #1 retains a 15% Slot-Reservation & Overtime Dispatch Fee (30% of the 50% deposit) and refunds 70% of the deposit. $0-Fee Alternatives: Downgrade Ultra-Rush to Standard pre-Pass #1 at $0 penalty (EC-6: 100% of the Ultra-Rush surcharge refunded!), convert 100% of your deposit into VCR-... Store Credit at $0 fee (EC-10), or cancel an accidental identical duplicate order within 15 minutes at $0 fee (EC-11).
  • Active Production or Proof Sent (Before 4K Vault Unlock): 50% Non-Refundable Deposit Floor retained for completed Pass #1 labor; $0 owed on the remaining 50% final balance (all artwork & IP rights remain 100% with the studio).
  • After 4K/8K Master Vault Unlock: 100% Final & Non-Refundable (corrupted files are re-exported free within 12–24 hours).
  • Multi-Character Bundle Partial Cancellation (EC-2), Piggy Bank Credits (EC-3) & Gift Orders (EC-7): Partial bundle cancellations recalculate kept characters at standard non-bundled rates; VCR-.../FND2 credits have $0 cash value and restore to your Vault locker on pre-Pass #1 cancellations; and only the original purchaser email can request a cancellation or refund.

• 72-Hour Direct Studio Resolution First: Before initiating any inquiry with a bank or card issuer, the client agrees to submit a resolution request here and allow 48–72 hours for Minerva Concept Studio to resolve the issue directly. Active bank disputes automatically freeze self-serve cancellations (EC-8) to prevent double-refunding.
• Zero-Tolerance Prohibited Upload & Severe Abuse Full Order Forfeiture + Liquidated Quarantine Damages (EC-14): Uploading prohibited files or prompts (CSAM/minor-coded suggestive material, non-consensual real-person nude/intimate deepfakes, explicit +18 pornography/genitalia exposure, extreme gore/hate symbols, or malware/extortion threats) constitutes a material breach of the Master Agreement. Minerva Concept Studio reserves the absolute right to immediately terminate and forfeit the entire order in full, retain 100% of all deposits and payments paid to date ($0.00 refund) as agreed liquidated compliance, cloud-storage sanitization, and administrative termination damages (regardless of whether Pass #1 has started), waive any unpaid final balance, revoke all licenses and VCR-... credits, and permanently ban the offending account.
• Bad-Faith Chargeback Consequences: Every order records signed agreements, 3DS2 bank authentication, Step 1 JSON trait manifests, and timestamped vault receipts. Filing an unauthorized chargeback after Pass #1 or after unlocking the 4K Vault immediately revokes all licenses (DMCA enforced via our embedded Aegis v3.1 invisible cryptographic provenance watermark), locks Cross-Batch Vault access, forfeits Vault Piggy Bank credits and monthly drawing entries, and makes the client liable for the balance plus the $15–$25 processor dispute fee.

Review concrete, real-dollar examples of how our automated support and stage-based rules work in practice (full details also available on our Studio Policies & FAQ Page):

• Example 1 — Standard Order Canceled Within 60 Minutes (Pre-Pass #1): Paid a $23.50 deposit on a $47.00 Tier 2 Standard order, canceled at Minute 35 before Pass #1 → $23.50 refunded (100%), $0.00 fee.
• Example 2 — Standard Order Canceled After 60 Minutes: Card Refund (15% Fee) vs. 100% Store Credit ($0 Fee Waiver • EC-10): Paid a $23.50 deposit on a $47.00 Tier 2 order, canceled at Hour 3 before Pass #1 → Option A (Card Refund): $16.45 refunded to card ($7.05 / 15% intake fee retained); Option B (100% Store Credit Waiver): $23.50 issued as an instant VCR-... code ($0.00 fee!).
• Example 3 — 12-Hour Ultra-Rush Immediate 15% Slot Fee vs. $0-Fee Speed Downgrade (Option 1 & EC-6): Paid a $70.50 deposit on a $141.00 Ultra-Rush Tier 2 order, changed mind at Minute 20 before Pass #1 → Option A (Downgrade to Standard): $0 penalty, $47.00 refunded to card so only the $23.50 Standard deposit remains; Option B (100% Store Credit): $70.50 VCR-... credit at $0 fee; Option C (Cancel to Card): $49.35 refunded to card ($21.15 / 15% slot fee retained).
• Example 4 — Accidental Double-Click Duplicate Order Within 15 Minutes (EC-11): Accidentally double-submitted an identical order within 15 minutes (even on Ultra-Rush) → duplicate order is canceled with 100% of the duplicate deposit refunded ($0.00 fee).
• Example 5 — Canceling After Pass #1 Starts or After Proof Delivery: Canceled after Pass #1 started or after the 1080p proof was staged → the 50% Production Deposit ($23.50) is retained for completed Pass #1 labor, and you owe $0.00 on the remaining 50% balance.
• Example 6 — $0 Free Minor Revisions vs. +25% Partial Change vs. +50% Redraw: Shifting eye glow or armor trim color is $0.00 (Uses 1 of 2 free rounds); swapping a checked Greatsword for Dual Daggers or filling 1–2 blank tabs is +$11.75 (+25%); changing Art Style, Species, or 3+ tabs is +$23.50 (+50%).
• Example 7 — Checked Step 1 Boxes vs. Written Notes / Reference Conflict (EC-5): Checked Silver Short Bob in Tab 2, wrote long crimson ponytail in Notes, and linked a blonde reference → following any of your conflicting inputs is 100% studio-compliant; switching to crimson ponytail after Pass #1 is a +$11.75 (+25%) Partial Slot Change Order.
• Example 8 — Native 1:1 (100%) Zoom, Orthographic Stance & Albedo #HEX: Inspecting full-body Panels 01–04 at 100% zoom (with weapons set aside so chest armor is clear and dynamic poses in Panels 05 & 08) and macro callouts at 150%–200% zoom is the studio benchmark; 400%+ zoom softness or natural 3D highlights on a #HEX base color are normal raster/lighting behavior.
• Example 9 — Multi-Character Party Pack Partial Cancellation Math (EC-2): Ordered a 2-character Tier 2 bundle for $70.50 (Char #1 $47 + Char #2 $23.50 at 50% off, $35.25 deposit paid) and canceled Char #2 at Minute 30 → Char #1 reverts to its standalone $47.00 rate ($23.50 deposit), refunding $11.75 to your card.
• Example 10 — Split Payment Using Vault Piggy Bank Credit (EC-3): Used a $10.00 VCR-... code + $13.50 card deposit on a $47.00 order and canceled at Minute 25 → $13.50 refunded to card + $10.00 VCR-... credit restored to your Vault locker.
• Example 11 — After-Hours Submission (After 6:00 PM EST) & Private Reference Link Pause (EC-1 & EC-4): Tickets/orders after 6:00 PM EST start their human clock at 10:00 AM EST next morning, and locked Google Drive/Dropbox links pause the SLA clock until made viewable.
• Example 12 — Days 31–90 Abandoned Proof Cold-Archive Reactivation (EC-9): Reclaiming an unapproved proof on Day 45 requires only the Remaining 50% Final Balance ($23.50) + $10.00 Cold-Archive Retrieval Fee = $33.50 instead of buying a brand-new $47 order!
• Example 13 — Roll20 / Foundry VTT 5 MB Upload Cap & Local Print Shop CMYK Shifts (EC-12): Click Download VTT-Optimized Edition (<5 MB) in your Vault at $0.00 for Roll20/Foundry; use the 300-DPI Print Master PDF for local CMYK print shops.
• Example 14 — Prohibited Content Upload Full Order Forfeiture (EC-14): Uploading prohibited explicit +18 nudity, minor-coded suggestive content, or non-consensual real-person deepfakes results in immediate full order forfeiture and 100% retention of all payments paid to date ($0.00 refund) as agreed liquidated compliance & quarantine damages, with $0 remaining balance billed and permanent account termination.