1) Advisory sessions & consultations
- Scheduling: You may reschedule once per session with ≥24 hours’ notice at no charge.
- Cancellations:
- ≥72 hours before the session: 100% refund.
- 72 to 24 hours before: 50% refund (or full credit to reschedule within 30 days).
- <24 hours or no-show: no refund (you may still request a paid reschedule).
2) Fixed-fee projects
- Unless otherwise agreed, a 50% deposit is due at kickoff and is non-refundable after kickoff.
- If you terminate early without cause, we will refund any unused, unearned portion of fees net of (a) work already performed (at our standard hourly rates), and (b) non-recoverable third-party costs approved by you.
3) Retainers / ongoing services
- Retainers may be canceled with 30 days’ written notice. Service continues through the notice period.
- Fees already paid for elapsed periods are non-refundable.
- Any prepaid, unused time after the 30-day notice period will be refunded or credited at your choice.
4) Digital assets & templates
Digital assets, documents, or templates delivered to you are non-refundable once access is granted.
5) Third-party tools and data providers
Fees paid to third-party platforms (e.g., Clay.com, CRMs, enrichment/data vendors) are non-refundable and outside our control. You must cancel those services directly with the provider.
6) Force majeure or outages
If a material outage or force majeure event makes delivery impossible, we will work with you in good faith to credit, reschedule, or pro-rate as appropriate.
7) How to request a refund
Email billing@xcelerist.com with your Order details and reason within 30 days of the relevant charge. Approved refunds are typically processed to the original payment method.
This policy does not affect any statutory rights you may have under applicable law.