Once the commission is started, there are no refunds unless there are dire circumstances.
During the process, I will absolutely check in with you at multiple points: after the sketch, and after flat colors. However, I may ask more questions in between each point to make sure I get everything correct. I will wait for your response for up to three days, then I will take my best guess and continue.
At that point, if it does not match your vision, I will do my best to fix it to your liking, but only up to a reasonable point (i.e. I will not reshade the whole piece when it is done)