General Refund Policy

This document outlines our refund and cancellation policies for all professional services. Due to the custom, time-intensive, and intellectual nature of the services we provide, refunds are handled on a case-by-case basis within the framework set out below. We are committed to resolving all refund requests fairly and promptly.

This Refund Policy sets out the terms under which refunds, credits, and cancellations are handled across all our professional services. We encourage you to read this document carefully before engaging any service. Our goal is to be fair, transparent, and consistent in all refund decisions.

1. Our Refund Philosophy

We invest significant time, skill, and resources into each project from the moment work commences. For this reason, our refund policy distinguishes clearly between cancellations made before work begins and those made after production has started. We do not offer blanket full refunds once a project is underway; however, we are committed to resolving disputes professionally and finding reasonable outcomes wherever possible.
Our aim is never to profit from a failed project. Where a refund is not possible, we will always explore alternatives such as service credits, revised deliverables, or project transfers.

2. Standard Refund Matrix

The following matrix applies to all services unless a service-specific policy below states otherwise:

3. Eligible Refund Circumstances

A refund or partial refund may be considered in the following circumstances:

• We fail to deliver the agreed Deliverables within the agreed timeframe and the delay is not caused by the client.
• The delivered work fundamentally and demonstrably fails to meet the agreed written Brief.
• We are unable to complete the project due to circumstances within our control.
• A billing error has occurred and an incorrect amount was charged.
• Duplicate payment was made in error.

4. Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

• The client changes their mind after project commencement.
• The client fails to provide necessary materials, feedback, or approval within the agreed timeframe, causing delays.
• The client is dissatisfied with subjective creative choices that were not specified in the Brief.
• The work has been approved or signed off by the client and subsequently requires changes.
• The project scope was expanded beyond the original Brief by client request.
• Third-party services, licences, or assets purchased on the client’s behalf are non-refundable.
• Rush fees or expedited delivery charges are non-refundable once production has commenced.

5. Service Credits

Where a full refund is not applicable, we may offer a service credit to the value of work not completed or disputed. Service credits are valid for 12 months from the date of issue, are non-transferable, and may be applied to any future project of equivalent or greater value. Service credits are not redeemable for cash.

6. Refund Request Process

All refund requests must be submitted in writing to info@retentionleaders.org and must include the following information:

• Project Name: The name or reference number of the project in question.
• Service Type: The specific service category engaged.
• Date of Order: The date on which the project was commissioned or payment was made.
• Reason: A clear explanation of why you are requesting a refund.
• Evidence: Any supporting documentation, correspondence, or screenshots.

We will acknowledge all refund requests within 2 business days and aim to resolve them within 10 business days. Where additional investigation is required, we will keep you informed of progress.

7. Refund Processing Timelines

• Approved Refunds: Processed within 5–10 business days of approval.
• Credit Card Refunds: May take 5–15 business days to appear, depending on your bank.
• Bank Transfer Refunds: Processed within 3–5 business days; transfer time may vary.
• PayPal/Platform Refunds: Processed within 3–7 business days via the original payment platform.

8. Amendments vs. Cancellations

Amendments to an active project (changes in scope, direction, format, or deadline) are not the same as cancellations. Amendment requests are handled through our revision process as outlined in the Terms of Use. Additional charges may apply for significant scope amendments. If an amendment fundamentally changes the nature of the project, we reserve the right to re-quote and treat it as a new engagement.

9. Chargebacks and Payment Disputes

We take payment disputes and chargebacks seriously. If you initiate a chargeback with your bank or payment provider without first contacting us to resolve the issue, we reserve the right to dispute the chargeback with evidence of work completed. Initiating a chargeback while a refund request is under review may result in suspension of your account and cancellation of all active projects. We strongly encourage clients to contact us directly to resolve any billing concerns.

SECTION A — Document & Secretarial Services

The following refund policies apply specifically to the eight Document and Secretarial services. These policies supplement and, where stated, override the General Refund Policy above.

A1. Desktop Publishing Services

Due to the design-intensive nature of desktop publishing, refunds are not available once layout and design work has commenced. If a project is cancelled after the initial concept or layout draft has been presented, the deposit is non-refundable and additional charges may apply for work completed beyond the deposit value. Print-ready files approved and released to the client are non-refundable once sent.

A2. Dictation Services

Transcription services are charged based on audio length and complexity. If a transcription project is cancelled after work has commenced, you will be charged for the proportion of audio already transcribed. Completed transcripts are non-refundable once delivered. Refunds may be considered where audio quality was so poor as to prevent accurate transcription, and where the issue was not disclosed at the time of submission.

A3. Document Preparation Services

Document preparation services are refundable only before any drafting or formatting work has begun. Once a document has been started, the deposit is non-refundable. If a completed document contains material preparation errors attributable to us (not to inaccurate client-supplied content), we will re-prepare the document at no additional charge or issue a partial refund at our discretion.

• Errors in documents caused by inaccurate client-supplied data are not grounds for refund.
• If we prepare an incorrect document type due to our misunderstanding of the Brief, we will correct it without additional charge.

A4. Letter & Resume Writing Services

Resume and letter writing engagements include a specified number of revisions. If you are dissatisfied with the initial draft, you are entitled to request revisions within the agreed scope before seeking a refund. Refunds are not available after the final agreed revision has been delivered. Subjective dissatisfaction with writing style, word choices, or tone is not grounds for a refund if the work meets the stated Brief.

A5. Proofreading Services

Proofreading services are non-refundable once the proofread document has been returned to the client. If a significant number of clear errors are subsequently identified in the proofread document that were present in the submitted version and were not flagged, we will re-proofread the document at no charge. We do not offer refunds based on disagreement with grammar or style preferences that fall within acceptable variation.
Proofreading refunds are only considered where a systematic and significant failure of the service is demonstrated.

A6. Secretarial Services

Ongoing secretarial retainer arrangements may be cancelled with 14 days’ written notice. Fees for work completed within the notice period are not refundable. Ad hoc secretarial project engagements follow the General Refund Matrix. Any prepaid retainer time unused at the time of cancellation (beyond the notice period) may be refunded on a pro-rata basis at our discretion.

A7. Stenographic Services

Stenographic session fees are non-refundable once a stenographer has been allocated and the session date is within 48 hours. Cancellations made more than 48 hours before a scheduled session may receive a partial refund of up to 50% of the session fee, at our discretion. Cancellations made more than 7 days before the session may receive a full refund less an administrative fee. Transcript delivery fees are non-refundable once transcripts have been delivered.

A8. Typing & Word Processing Services

Typing and word processing services are charged on volume (per page or per hour). Refunds are not available for work already typed and delivered. If delivered work contains typing errors or formatting inconsistencies attributable to us (not to illegible or ambiguous source material), we will correct the errors at no charge. Refunds for partial work may be considered where we are unable to complete a project we have accepted.

• Illegible source materials that require extensive interpretation are not grounds for refund.
• Corrections for errors in our typing work are addressed through re-delivery, not refunds.

SECTION B — Creative & Digital Services

The following refund policies apply specifically to the seventeen Creative and Digital services. Creative services involve a high degree of custom, original work; for this reason, refund eligibility is tightly linked to project stage and delivery status.

B1. Adobe Creative Cloud Freelancer Services

Creative work produced by our Adobe CC specialists is non-refundable once creative production has commenced. If a project is cancelled before a first draft or concept is presented, the deposit is retained to cover pre-production planning and setup. Refunds are not available for completed work due to subjective aesthetic disagreement.
Tip: To avoid disputes, ensure your brief includes detailed visual references, specific format requirements, and brand guidelines before work begins.

B2 & B3. 2D Game Assets & Game Design Services

Game asset and design projects involve significant upfront production effort. Refunds are not available once asset production or game design documentation has commenced. If assets are delivered that materially deviate from the agreed specifications and style guide, we will revise them at no charge. Refunds are not available for assets that are technically correct but do not meet subjective client preferences that were not specified in the Brief.

B4. Handmade Jewelry Design Services

Jewelry design services (sketches, concept development, and technical drawings) are non-refundable once the design phase has commenced. Physical production, if engaged separately, is subject to the terms of that engagement. Refunds are not available for design work completed and presented, including cases where the client decides not to proceed to production.
Design fees do not include physical production; refund disputes for physical pieces are handled separately.

B5. Costume Design Services

Costume design projects involve substantial pre-production, material sourcing, and construction effort. Cancellation after materials have been cut or garment construction has commenced will result in no refund and possible additional charges for materials. Design-only cancellations follow the General Refund Matrix. Fittings that are missed by the client without adequate notice (less than 24 hours) may be charged.

B7. Action Writing Services

Writing services are non-refundable once drafting has commenced. First drafts are presented for feedback and revision within the agreed scope. If a client is fundamentally dissatisfied with the first draft and believes it does not meet the Brief, they must raise this in writing within 7 days of delivery. We will assess the claim and may offer a revision, a partial credit, or in exceptional circumstances, a partial refund. Ghostwritten work that has been approved and delivered is non-refundable.

• Disputes about writing quality must be raised within 7 days of first draft delivery.
• Dissatisfaction based on change of creative direction after brief approval is not grounds for refund.

B8 & B9. Graphic Design & Marketing Design Services

Graphic and marketing design projects are non-refundable once concept work has been presented. Clients are entitled to revisions within the agreed scope. Refunds are not available based on aesthetic preference changes that were not communicated in the original Brief. If a final deliverable contains factual errors introduced by us (not supplied by the client), we will correct it at no charge.

B10. Evaluation Design Services

Evaluation design and assessment tool development engagements are non-refundable once instrument design work has begun. If a completed instrument is found to contain structural or methodological errors attributable to our design (not to inaccurate client-supplied objectives), we will revise it without charge. Refunds are not available where the tool performs as designed but does not generate the client’s desired research outcomes.
Evaluation instruments must be piloted by the client; issues identified post-pilot are handled through revisions.

B11 & B12. YouTube Video Editing & Video Editing Services

Video editing services are non-refundable once editing has commenced. A rough cut will be provided for client feedback before final delivery; clients must raise concerns at the rough cut stage. Revisions at the fine-cut or final stage that reverse earlier approved decisions may incur additional charges. Refunds are not available for editing decisions that were approved by the client at the rough cut stage.

B13. Final Cut Pro X Specialist Services

FCPX editing services follow the same refund framework as standard video editing (B11/B12). In addition, clients should note that exported deliverables in specialist broadcast or cinema formats are finalised upon client-approved export settings. Re-exports due to incorrect specifications provided by the client may incur additional charges.
Export format disputes where the client provided incorrect specifications are not refundable.

B14. Photoshop Expert Services

Photo editing and compositing work is non-refundable once editing has commenced. A preview or low-resolution proof is provided for approval before high-resolution delivery. Refunds are not available after high-resolution files have been delivered and approved. If delivered files contain errors attributable to our editing (not to client-supplied source images), we will correct them at no charge.

B15. 2D Animation Background Artists

Background art production is non-refundable once the sketch or rough layout stage has been completed and approved. Clients are required to approve each stage (layout, line art, colour) before the next stage begins. Failure to raise concerns at each approval stage means the client accepts the work to that point. Changes requested after stage approval that require rework of earlier completed stages may incur additional charges.

• Stage-by-stage approval protects both parties; ensure you review each stage carefully before sign-off.
• Art direction changes after a stage has been approved are treated as new work.

B16. Logo Design Services

Logo design projects include a specified number of initial concept directions and revision rounds. Refunds are not available after concept directions have been presented. If you do not wish to proceed after viewing initial concepts, the deposit is non-refundable. Refunds are not available after the final logo has been delivered and the client has approved it. In the rare event that we knowingly deliver a logo that infringes an existing registered trademark, we will redesign at no charge or issue a full refund.

B17. 2D Illustrator Services

Illustration commissions are non-refundable once the sketch or concept stage has commenced. Clients must approve sketch concepts before colour and finishing work begins. Once final illustrated artwork has been delivered, refunds are not available. If the final illustration materially deviates from the approved sketch, we will revise or re-illustrate the affected elements at no additional charge.

• Always review your sketch approval carefully — changes after sketch approval may require additional charges.
• Colour, finish, and stylistic decisions made consistent with the brief are not grounds for refund.