Refund Policy

1. Overview

Four principles govern this policy:

1. Full refunds are available until work officially begins. For all services, “work begins” is clearly defined and marked by a specific trigger event — typically an information-gathering call or the first delivered work product.
2. Once work has begun, deposits and service fees are non-refundable. We commit calendar time, preparation, and production capacity to each client. Work performed cannot be undone.
3. The studio retains full intellectual property ownership of all custom work. Monthly retainer fees grant a non-exclusive license to use the delivered work during the active term. Clients who wish to own their work outright may purchase a buyout. See Section 7.
4. Good-faith hardship is treated with compassion, within clearly defined limits. Verified qualifying hardship events (Section 3.4.1) provide a reduced-cost exit path that does not include asset transfer.

2. Deposits — All Services

2.1 What a deposit includes

For services with both an upfront and ongoing fee, the deposit is a single combined payment consisting of:

• The one-time build or engagement fee, plus
• The first month’s retainer (where applicable)

Deposits are paid in full at the time of engagement. Service-specific deposit amounts are listed in Sections 3 through 6.

2.2 Booking window — information-gathering call

Following deposit payment, the client has:

• One (1) business day to book their information-gathering call via the Calendly link provided in the deposit confirmation email
• Seventy-two (72) calendar hours from the first business hour following deposit payment for the information-gathering call to be held

Business hours for the purpose of this policy are Monday through Thursday, 9:00am to 4:00pm Central. For deposits received outside business hours, the 72-hour clock begins at the first business hour following receipt.

2.3 Rescheduling

Clients may reschedule the information-gathering call one time via the “Reschedule” button included in the confirmation email and in both reminder emails (24 hours before and 1 hour before the scheduled call).

Rescheduled calls must be held within the original 72-hour deposit window or within any extended capacity-overflow window granted under Section 2.6. A second reschedule request requires direct written communication with the studio and is considered at the studio’s discretion.

2.4 Missed rescheduled calls — seven-day decision window

If the scheduled or rescheduled information-gathering call is missed without attendance, the client has a seven (7) calendar day decision window to choose between two paths. The studio will send a “choose your path” email to the client on the first business day following the missed call, presenting both options:

If the seven-day window elapses without a written response, Path 1 (abandon) is applied by default.

Written refund requests submitted after a missed call but before the seven-day window closes will be honored per Path 1 terms. Requests citing documented emergencies may be granted full refund (no $500 deduction) at the studio’s sole discretion, typically for medical emergencies, family emergencies, or verified travel disruptions with supporting documentation.

2.5 Auto-refund on missed initial booking window

If the client does not book the information-gathering call within one business day of deposit receipt, the deposit is automatically refunded in full to the original payment method. The studio’s obligation ends at that refund.

Clients whose deposit has been auto-refunded may re-engage by contacting the studio and submitting a new deposit.

2.6 Capacity overflow protocol

If the studio’s standard-hours calendar is fully booked such that no information-gathering call slot is available within five business days of deposit, the studio will confirm the next available slot — which may include extended-hours slots (8:00am–9:00am or 4:00pm–6:00pm Central, Monday through Thursday) — within 24 hours of deposit receipt.

When capacity overflow is active:

• The 72-hour hold window extends to the confirmed slot
• Refund eligibility extends to the confirmed slot
• The responsibility for scheduling availability shifts to the studio; the client is not penalized for the studio’s capacity constraints

Even with extended hours, a hard ceiling of ten (10) business days applies. If no slot can be confirmed within ten business days of deposit, the deposit is auto-refunded in full.

2.7 Work begins at the information-gathering call

The held information-gathering call marks the point at which work officially begins. From that point forward, the deposit becomes non-refundable. This applies regardless of whether subsequent production work has yet commenced.

For the purpose of this policy, “work begins” includes: studio preparation time, initial project architecture decisions, commitment of production capacity to specific calendar days, scheduling reservation on the studio’s production calendar, and all time spent on the information-gathering call itself.

2.8 Pre-work refund requests

Any written refund request received before the information-gathering call is held will be honored in full. Refund is processed to the original payment method within three business days.

3. Web Design Services

3.1 Tier summary

Retainer amounts vary by site complexity; listed rates are the minimum starting floor for each tier.

3.2 Deposit refund rules

The combined deposit (build fee + first month retainer) follows the rules in Section 2.

3.3 First-month retainer cancellation

The ongoing monthly retainer begins on the first day of the month following the site’s public launch. Within the first calendar month of retainer billing, the client may cancel the ongoing retainer at any time by written notice.

If cancelled during the first retainer month:

• The site is taken offline at the end of the first paid month
• No refund is issued for the first retainer month
• The build fee is not refunded (work was completed)
• The client does not retain the site or its code (see Section 7 regarding IP)

3.4 Beyond the first month — 3-month terms

If the client continues past the first retainer month, the engagement enters a 3-month recurring term structure. The 12-month minimum total engagement applies across these terms. Cancellation is only effective at the end of a current 3-month term, with at least 30 days’ written notice.

3.4.1 Hardship exception

If the client experiences a verified qualifying hardship event, the client may request early termination of the minimum-term commitment under this hardship provision.

Qualifying events are limited to:

• Business closure (involuntary — e.g., lease termination, regulatory action, inability to operate)
• Filing for bankruptcy protection
• Death of the primary business owner
• Permanent disability of the primary business owner (documented by medical verification)
• Sale of the business to an unrelated party

“Primary business owner” means the individual signing the engagement agreement or the individual with majority ownership of the business entity. Death of a family member, friend, or non-owner of the business does not qualify as hardship under this provision. Voluntary business closure does not qualify.

What hardship settlement IS

On verification of the hardship circumstance, the studio will:

• Waive the remaining months of the 12-month minimum term
• Accept payment equal to two (2) months of current retainer as a hardship settlement fee
• Take the site offline at the end of the current paid month
• Release the client from any further payment obligation

What hardship settlement IS NOT

A hardship settlement is a compassionate exit from ongoing payment obligations. It is not a buyout, not a discounted buyout, and does not transfer any intellectual property or asset ownership to the client.

Specifically, a hardship settlement does NOT entitle the client to:

• Copies of the site’s source code, design files, or working assets
• Continued use of the site, its content, or any derivative work
• Migration of the site to any other host or platform
• Use of the site’s copy, imagery, or design elements in any future project
• Use of the delivered work as portfolio, marketing material, or sales collateral
• Any ongoing license to any studio-created intellectual property
• Access credentials to any studio-hosted systems, including but not limited to the site’s CMS admin panel, hosting control panel, database access, DNS management, or third-party integrations

On completion of hardship settlement, the site is taken offline within forty-eight (48) hours. During this window, all access credentials are revoked. The client may not download, export, or copy any studio-created work product during or after this window. All studio-created intellectual property remains the studio’s property, identical to any other end-of-engagement scenario.

If the client wishes to retain the site after hardship

A client in verified hardship may, at their option, pay the full buyout amount under Section 7 instead of the hardship settlement. The buyout option is available at all times and converts the engagement from rental to ownership. The hardship settlement path is mutually exclusive with the buyout path; a single client in a single engagement may take only one.

Documentation and verification

Hardship requests must be submitted in writing with supporting documentation. Documentation includes, as applicable: bankruptcy filings, death certificate of primary owner, business closure notices, business sale documentation, or medical verification of permanent disability. Studio reserves the right to verify documentation authenticity through public records, direct confirmation with relevant institutions, or other reasonable means.

Studio decisions on hardship requests are at the studio’s sole discretion based on reasonable evidence provided. Once approved and payment received, hardship settlement is final and non-reversible. Subsequent re-engagement requires a new engagement agreement at then-current pricing.

3.5 Invoice-at-10-business-days cadence

At 10 business days before the end of each current term, the studio sends a renewal email with invoice. The client must pay the invoice by the first day of the next term to continue service. Non-payment by the first day of the next term is treated as cancellation; the site is taken offline within 30 days.

A five-business-day grace period applies. Non-payment by day 1 of the next term triggers a 5-business-day written notice of impending cancellation, during which payment will reinstate service without additional fee.

3.6 Site-offline policy on cancellation

Because the studio retains full IP ownership (see Section 7), cancelled sites are taken offline at the end of the final paid term. The client does not receive a copy of the site code, content, or assets unless a buyout has been paid under Section 7.

30-day reinstatement window: If a cancelled retainer is reinstated within 30 days of the offline date with full payment of any missed period, the site may be restored without additional fee at the studio’s discretion. Reinstatement after 30 days requires a new engagement agreement at then-current pricing.

3.7 No partial-month refunds

Refunds are never issued for partial months under any circumstance.

4. LinkedIn Ghostwriting Services

4.1 Tier summary

4.2 Deposit

The LinkedIn deposit equals the first month’s fee. Deposit refund rules per Section 2 apply — refundable until the information-gathering call (voice-extraction session) is held, non-refundable thereafter.

4.3 First-month cancellation

The first month of LinkedIn service is cancel-anytime. Written notice to the studio ends the service at the end of the first paid month. No refund is issued for the first month. All content produced during the first month belongs to the studio; the client does not receive drafts, calendars, or working documents unless service continues.

4.4 Beyond the first month — 6-month minimum

After the first month, LinkedIn engagements require completion of the 6-month minimum period. Cancellation is only effective at the end of the 6-month minimum, with at least 30 days’ written notice.

4.5 After the 6-month minimum — 3-month rolling terms

Following the 6-month minimum, the engagement continues on 3-month rolling terms. Cancellation is only effective at the end of a current 3-month term, with 30 days’ written notice.

4.6 Invoice-at-10-business-days cadence

Renewal email with invoice goes out 10 business days before the end of each term. Payment must be received by the first day of the next term. A five-business-day grace period applies per Section 3.5.

4.7 Content ownership on cancellation

All LinkedIn content produced during active service remains owned by the studio. Published posts remain published (LinkedIn’s terms of service govern post retention). Unpublished drafts, content calendars, voice-extraction documents, and working materials are retained by the studio and not delivered to the client.

If the client wishes to retain unpublished materials post- cancellation, a content-rights buyout may be negotiated at the studio’s discretion.

4.8 No partial-month refunds

Refunds are never issued for partial months.

5. Knowledge Infrastructure Services

5.1 Tier summary

5.2 Tier 1 and Tier 2 — one-time engagements

For Tier 1 (Audit) and Tier 2 (Structured Knowledge Base): the full fee is paid at engagement as a deposit. Deposit refund rules per Section 2 apply. Once the information-gathering call is held, work has begun; deposit becomes non-refundable. Delivery timeline is scoped during the information-gathering call. On delivery, the engagement ends; no ongoing retainer applies.

5.3 Tier 3 — deposit and initial commitment

Tier 3 deposit: $15,000 one-time + $1,000 first month = $16,000 total deposit.

• Deposit refund rules per Section 2 apply until the information-gathering call is held
• Once the information-gathering call is held, the entire deposit is non-refundable
• Tier 3 has no first-month cancellation. The initial 3-month term is fully committed at the time of the information-gathering call.

5.4 Tier 3 — ongoing 3-month rolling terms

After the initial 3-month term, Tier 3 continues on 3-month rolling terms. There is no first-month-cancel option for subsequent terms; each term is fully committed at its start.

5.5 Tier 3 — invoice-at-10-business-days cadence

Renewal email with invoice goes out 10 business days before the end of each 3-month term. A five-business-day grace period applies.

5.6 Tier 3 — deliverable retention on cancellation

For Tier 3 specifically, because the knowledge base lives in the client’s own tools, the structural deliverable is not “taken offline” on cancellation. The client retains the knowledge base content as it stood at the end of the final paid term.

What the client loses on cancellation:

• Ongoing maintenance and updates
• New-hire onboarding flow maintenance
• AI-interface maintenance and retraining
• Documentation discipline support

Any AI chat-interface infrastructure deployed on studio infrastructure is decommissioned at the end of the final paid term.

5.7 No partial-month refunds

Refunds are never issued for partial months.

6. Local SEO Services

6.1 Pricing

Single tier at $400/month, with a 3-month minimum.

6.2 Deposit

Local SEO deposit equals the first month’s fee: $400. Deposit refund rules per Section 2 apply.

6.3 First-month cancellation

The first month of Local SEO service is cancel-anytime. Written notice to the studio ends the service at the end of the first paid month. No refund is issued for the first month.

6.4 Beyond the first month — 3-month minimum

After the first month, Local SEO engagements require completion of the 3-month minimum. Cancellation is only effective at the end of the 3-month minimum period, with at least 30 days’ written notice.

6.5 After the 3-month minimum — 3-month rolling terms

Following the 3-month minimum, the engagement continues on 3-month rolling terms. Cancellation is only effective at the end of a current term, with 30 days’ written notice.

6.6 Invoice-at-10-business-days cadence

Renewal email with invoice goes out 10 business days before the end of each term. A five-business-day grace period applies.

6.7 No partial-month refunds

Refunds are never issued for partial months.

7. Intellectual Property and Buyout — Web Design Clients Only

7.1 IP retention

Cairn & Flint Studio LLC retains full intellectual property ownership of all custom-built websites, including:

• All source code, HTML, CSS, JavaScript, and configuration files
• All design assets, illustrations, and typography selections
• All copy and content written by the studio
• All images licensed by the studio (client-provided images excepted)
• All hosting configurations, DNS settings, and deployment infrastructure

Monthly retainer payments grant the client a non-exclusive, non- transferable license to use and operate the site during the active term. This license terminates upon cancellation of the retainer, non-payment of any term renewal, or hardship settlement under Section 3.4.1.

7.2 Buyout option

Web Design clients who wish to purchase full IP ownership of their site may do so at the following prices, calculated as multiples of the client’s current monthly retainer:

Actual buyout price scales with actual current retainer (which may exceed the starting floor based on site complexity).

7.3 Buyout eligibility

Buyouts are available only to clients in good standing (no missed payments, no lapsed terms) and only after completion of the 12-month minimum initial engagement.

7.4 What a buyout delivers

On payment of the buyout amount, the studio transfers:

• Full source code repository access
• All design assets in source format
• All content in editable format
• Hosting migration support (reasonable assistance during 30-day transition)
• Written assignment of all IP rights

7.5 What a buyout ends

On completion of a buyout:

• The monthly retainer ends at the end of the current term
• Ongoing maintenance, edits, hosting, and SSL management cease
• The client assumes full responsibility for the site going forward

Post-buyout defect correction: For thirty (30) calendar days following completion of a buyout, the studio will, at no additional charge, correct any defects in the delivered site that materially affect its operation and that existed at time of transfer.

“Material defects” include: non-functioning forms, broken navigation, missing hosting configurations, code errors preventing normal page rendering, and security vulnerabilities present at transfer.

Excluded from this correction period: issues arising from client modifications after transfer, third-party service changes (e.g., email provider changes, DNS provider changes), new feature requests, and design revisions.

After the thirty-day period, any further work is billable at the studio’s then-current consulting rate. Extensions to the defect-correction period are at the studio’s sole discretion and subject to separate negotiation.

7.6 Buyout is final

Buyouts, once completed, are not refundable. Re-engagement with the studio post-buyout is treated as a new engagement at current pricing.

8. Exceptions

8.1 Studio-caused delays

If the studio fails to meet delivery timelines for reasons within its control, refund eligibility is extended proportional to the delay. The studio communicates any such delay in writing within 24 business hours of its occurrence.

8.2 Documented emergencies

Written refund requests citing documented emergencies may be accommodated at the studio’s sole discretion, including after the standard non-refundable triggers have been reached.

Documented emergencies include but are not limited to: medical emergencies with documentation, death of an immediate family member, verified travel disruption, natural disasters affecting the client’s location or the studio’s operations. Decisions will be consistent across similar circumstances.

8.3 Regulatory or legal changes

If changes to applicable law render any service unviable for the studio to deliver, affected active engagements are refunded on a pro-rata basis for undelivered work. The studio provides 30 days’ written notice of any such cessation.

9. Refund Processing

9.1 Timeline

Approved refunds are processed to the original payment method within three business days of approval.

9.2 Method

Refunds are issued only to the original payment method used for the deposit. Alternative refund destinations are not supported except in cases where the original payment method is no longer valid.

9.3 Processing fees

Payment processor fees (Stripe) on original transactions are typically refunded automatically to the studio by Stripe on refund issuance. No processing fee is deducted from the client’s refund amount.

10. Changes to This Policy

This refund policy applies to engagements entered into after the Effective Date listed at the top of this document. Prior engagements are governed by the policy in effect at their time of engagement.

The studio may revise this policy from time to time. Material changes will be communicated to active clients via email. Continued use of services after notice of changes constitutes acceptance of the revised policy. All changes are logged at cairnandflint.com/legal/updates.

11. Monitoring and Access Logging

The studio employs access logging and traffic monitoring for all hosted sites and admin systems as part of routine operational practice. This monitoring is standard for hosted services and serves multiple legitimate purposes:

• Security monitoring and incident response
• Audit trail for administrative actions (useful for both studio and client when investigating issues)
• Rate limiting and protection against automated scraping or abuse
• Operational troubleshooting

Monitored activity may include: login events and session activity on admin panels, server request patterns, asset download patterns, administrative actions such as content changes or credential modifications, and automated anomaly detection on unusual traffic patterns.

Access logs are retained for operational purposes and may be used as evidence in the event of a dispute involving site operation, content integrity, or intellectual property.

This monitoring does not extend to end-user visitors to published sites beyond standard server-access logs; privacy-policy provisions (see /privacy) govern end-user data practices.

12. Contact

Questions about this policy, or refund requests, should be sent to: