Refund & Cancellation Policy

1. Scope

This policy applies to monthly retainers and one-off projects purchased from us. It sits alongside our Terms of Service and your engagement letter.

2. Monthly retainers

Retainers are billed monthly in advance and run month to month. Either party may cancel by giving thirty days' written notice by email. Services continue and remain payable through the notice period. Because monitoring, response work and listing maintenance are performed continuously throughout each service month, retainer fees for a month already commenced are not refundable once work has begun.

3. One-off projects

Foundation sprints and content projects are quoted as a fixed fee, with 50% payable on commencement and the balance on delivery. If you cancel before work begins, the deposit is refunded in full. If you cancel mid-project, we invoice for work completed to date and refund the remainder of the deposit within ten business days.

4. Service failures

If we miss a published service commitment — a drafted response later than one business day, or a monthly report later than the fifth business day — and do not remedy it within five business days of you notifying us, you may request a pro-rata credit for the affected portion of that month. Credits are applied to the next invoice, or refunded if no further invoice will be issued.

5. Free audits

The initial reputation audit is provided at no cost and carries no obligation. There is nothing to refund and you keep the document regardless of whether you proceed.

6. Duplicate or erroneous charges

Contact us within 60 days of an incorrect charge and we will investigate within five business days. Verified duplicate or erroneous charges are refunded in full to the original payment method, typically within ten business days.

7. How to request a refund or cancel

Email contact@reputation.claybroussard.com with your business name, the invoice number and a short description of the request. Written notice may also be sent to 775 East Pierce Street, Phoenix, Arizona 85006, USA. We acknowledge every request within one business day.

8. Chargebacks

We ask that you contact us before initiating a chargeback. Almost every billing dispute we have received was resolved directly within a few days, and a chargeback delays the outcome for both parties.