Refund Policy
This Refund Policy explains when refunds, credits, or rescheduling may be available for services offered by Kinetix Shuler Media. Because our work is delivered primarily as professional services and digital deliverables, refund rules differ from physical products.
Payments often reserve capacity and cover work in progress. Refund eligibility—if any—generally applies only to the portion of Services not yet performed, unless your SOW states otherwise.
“Services” include consulting, research, audits, system design, documentation, templates, training, and implementation support. “Deliverables” are the resulting documents, frameworks, files, and configured structures. “Start Date” is when we begin work or reserve the engagement slot, whichever occurs first.
The following are generally non-refundable:
- Work already performed, completed deliverables, meetings, workshops, and research time.
- Discovery/Audit work after interviews, analysis, or access reviews have begun.
- Approved third-party costs that are non-cancellable (licenses, subscriptions, tools).
- Expedited services or priority scheduling fees once the slot is reserved.
- Lost capacity caused by repeated client delays beyond agreed review windows.
If you cancel before the Start Date, you may be eligible for a refund minus reasonable administrative costs and any non-cancellable commitments already made. If we can reallocate the reserved capacity, we will do so and may reduce deductions.
If you cancel after the Start Date, any refund—if available—will be prorated based on Services performed and commitments incurred. Completed milestones are non-refundable once delivered or accepted. Unstarted milestones may be refundable at our discretion, subject to the SOW and capacity reservation.
Rescheduling is often preferable to refunds because it preserves the plan and your slot. We will attempt to reschedule within a reasonable window. Frequent rescheduling or last-minute changes may require revised timelines or additional fees.
If you believe a deliverable does not match the SOW, notify us within ten (10) days of delivery. We will review scope and propose correction, revision, or clarification. Refunds are not provided due to preference changes or internal alignment issues.
Please contact us before initiating a payment dispute. Chargebacks can pause delivery and increase overhead. If a chargeback is found invalid, you may be responsible for fees and outstanding balances.
Approved refunds are returned to the original payment method when possible. Processing times depend on your provider and bank. If the original method is unavailable, we may propose an alternative method or service credit.
We may update this policy to reflect changes in our services or billing practices. The “Last Updated” date indicates when changes take effect.