Terms & Conditions – Refunds & Payments

Last updated: September 10, 2025

These Terms & Conditions govern all refunds and payments for our services. They supersede and override any other verbal or written statements, marketing materials, proposals, or representations regarding refunds or payments, unless expressly agreed to in writing and signed by both parties. By purchasing services from us, you agree to the following:

1. Definitions & Scope

  • Discovery Phase: Begins after our initial consult and once the project is agreed to move forward. During Discovery we take a deeper look at your products/offerings, branding, business model, and marketing goals. We also use this phase to finalize project details, refine rough drafts, and make any necessary adjustments.

  • Creative Buildout: Begins once our writing and design team starts work on creative deliverables such as copywriting, email design, branding assets, or website graphics.

  • Project-Based Work: One-time scopes, such as building an automation, a branding package, or a website design. These projects do not repeat monthly.

  • Monthly Packages: Ongoing, recurring services such as email campaign plans, consulting retainers, or social media management that involve regular delivery and/or management.

2. Refund Process & Timelines

  • Refund requests must be submitted by email, either through your client portal or directly to your assigned project manager.

  • Refunds are typically processed within 5 business days.

  • Refunds are returned to the original payment method only.

3. Non-Refundable Fees

  • All third-party costs (e.g. software, advertising spend, stock photography, etc.) are non-refundable.

  • All transaction fees (e.g. credit card, PayPal, or bank processing fees) are non-refundable.

  • Any losses due to currency conversion or exchange rate differences are non-refundable.

  • These costs are in addition to the refund limitations described below.

4. Cancellations & Rescheduling

If a client cancels the consult call and cannot be reached to reschedule within 14 business days, their payment will be automatically refunded minus any non-refundable costs.

Where these terms refer to “5 business days,” this refers specifically to communication via the methods listed above (email or client portal).

5. Taxes & Transaction Fees

Refund amounts will be net of applicable taxes and non-refundable transaction fees.

6. Payment Terms

A. Services Purchased Online (Paid in Full)

  • Fully refundable until after the first consult call and the prior to beginning the discovery phase of the project.

  • After the project is started, and until the end of Discovery, 70% of the total price is refundable.

  • Once Creative Buildout begins, services are non-refundable.

B. Project-Based Work (Under 50/50 Payment Structure)

  • 50% is due upfront before Discovery begins.

  • The remaining 50% is due within 5 business days of delivery and approval of final mockups and copy.

  • If the final payment is not made:

    • The project will be stalled.

    • We are not required to deliver any to-date deliverables.

    • Any drafts, previews, or mockups shared will remain watermarked.

    • The client is not entitled to unmarked versions if the project is cancelled due to non-payment.

C. Monthly Packages

  • Payment for monthly retainers is due in full at the beginning of each cycle and is non-refundable.

  • New clients may enter an Exploratory Phase in their first month, which includes design direction and mockup examples. If the client chooses not to proceed into Creative Buildout during this month, they may cancel and receive a 70% refund of their first month’s payment.

  • Clients may cancel at any time with at least 5 business days’ written notice prior to the start of the next billing cycle.

7. Our Right to Terminate

  • We reserve the right to cancel or suspend services, with or without refund, if:

  • The client breaches this contract.

  • The client is abusive, uncooperative, or persistently unresponsive.

  • The client fails to provide necessary information.

  • The client requests persistent revisions or changes to scope without additional compensation.

  • The client otherwise makes it unnecessarily challenging to complete the project.

8. Payment Methods

We accept payment by credit card, bank transfer, PayPal, or e-transfer. Purchases may be made directly on our website or with our team.