Fair Billing & Cancellation Policy
No surprises. Here's exactly how billing, commitments, and cancellations work.
Overview
We plan people, production capacity, and delivery in 90-day quarters. Because we reserve team time and schedule production in advance, we want to make sure you know exactly how your decision window, commitment, billing, and warranty coverage work — before you sign anything.
The 3 / 90 / 180 Policy
Everything you need to know about your protections fits into three numbers: 3 days, 90 days, and 180 days.
3-Day Decision Window — Full Refund, No Questions Asked
From the day you sign and make your initial payment (your "Effective Date"), you have 3 calendar days to change your mind for any reason. If you cancel within this window, you get a full refund and the agreement is void — no obligation on either side.
After this window closes, all fees are non-refundable except under the 180-day warranty below.
90-Day Commitment — Your Quarter
Once onboarding begins, you're in a 90-day Quarter. During this time, we allocate team members and schedule production around your priorities.
- All fees for the Quarter are fully earned, regardless of how much you use.
- A Quarter that's started can't be canceled, and there are no refunds for that Quarter.
If something outside either of our control causes a delay (force majeure), the 90-day window doesn't automatically extend unless we agree in writing.
180-Day Warranty — Your Deliverables Are Covered
Every deliverable comes with a 180-day warranty. If something we built doesn't work as intended, submit a warranty claim within 180 days of delivery and we'll make it right.
This is the only refund or credit protection after the 3-day decision window, as outlined in your agreement.
How Our Service Works
We work in quarters — 90-day commitments. There are no annual plans or long-term contracts.
Each Quarter is a focused delivery cycle where we:
- Align on your priorities
- Reserve production capacity
- Execute and deliver the agreed work
Payment Options
You can pay for each Quarter in one of two ways:
- Quarterly — pay in full upfront
- Monthly — split the Quarter into installments
Choosing monthly payments doesn't make it a month-to-month engagement. It's simply a payment schedule — your commitment is still to the full Quarter.
How a Quarter Gets Started
At the beginning of each Quarter, we hold a planning meeting (a QBR) to confirm your priorities, deliverables, and production plan.
Once you approve the plan and we begin production, the Quarter is committed.
Choosing Not to Continue
If you decide you don't want to move forward with the next Quarter, just let us know before we start planning. You can choose not to enter the next Quarter with no penalty.
Once a Quarter is underway, the full Quarter is due — whether you pay quarterly or monthly.
Refunds & Cancellations
This is the most important part of the policy:
- Once a Quarter has started, it can't be canceled.
- There are no refunds for a committed Quarter (outside of the warranty).
- Choosing not to use or schedule deliverables doesn't change the obligation.
This structure is what allows us to reserve capacity and deliver consistently for every client.
You'll Receive What You Paid For
While this policy is firm on refunds and cancellations, our goal is simple: if you paid for it, you should receive it.
If you ever feel like something is missing, we'll work with you to:
- Review exactly what was included in your Quarter
- Deliver anything still outstanding or confirm what's already been completed
Rollover & Credits
If you can't use certain deliverables within the Quarter, we'll do our best to find a solution — such as rescheduling items into a future period or applying credit toward different deliverables.
That said, it's important to know:
- Rollover and credits are offered as a courtesy, not a guarantee.
- They aren't part of the agreement as an entitlement.
- The core rule still applies: a committed Quarter is fully due and non-refundable.
When we offer a rollover or credit, it's because we want to make things right — not because we're required to.
Need to Cancel?
Whether you're within your 3-day decision window or letting us know you don't want to enter an upcoming Quarter, you can submit a request using the button below.
If you submit a request for a Quarter that's already underway, we'll treat it as a notice that you don't want to continue into the next Quarter — not as a cancellation of the current one.