Refund & Cancellation Policy

1. Scope of this policy

This policy applies to all services purchased from Brightline Digital Solutions LLC and forms part of our Terms of Service. Where your signed scope document sets out different cancellation terms, the scope document controls.

Because our services are professional services delivered over time rather than a product shipped to you, refunds are assessed against work performed, not against time remaining.

2. Before work starts

Discovery calls and proposals are free. There is no charge and no obligation until you sign a scope document.

If you cancel in writing before the kickoff date stated in your scope document and before we have begun any work, you receive a full refund of anything paid, returned to the original payment method within 10 business days.

3. Retainer services

Ongoing retainer services, such as account management, content production, paid social management and creator partnerships, are invoiced monthly in advance and carry a minimum term of three (3) months. Your scope document states which category your engagement falls into.

3.1 During the minimum term

• You may cancel at any time with thirty (30) days written notice. The retainer then ends at the later of the end of the notice period or the end of the minimum term.
• Fees for months already started are not refundable, because the team, the calendar and the production schedule for that month are already committed.
• Fees for months not yet started and not yet invoiced are not charged.
• You keep everything produced and paid for up to the end of the final service month.

3.2 After the minimum term

The retainer continues month to month. Either party may end it with thirty (30) days written notice. Notice given during a service month takes effect at the end of the following service month. There is no exit fee and no penalty.

3.3 Pausing instead of cancelling

You may pause a retainer once per twelve-month period for up to sixty (60) days, with fourteen (14) days written notice. No fees are charged during a pause, your pricing is held, and the minimum term is extended by the length of the pause.

4. Fixed-scope projects

Fixed-scope projects, such as an audit or a one-time strategy engagement, are invoiced 50% at kickoff and 50% on delivery.

• Cancelled before kickoff: full refund of the kickoff invoice.
• Cancelled after kickoff, before delivery: the kickoff payment is retained to cover work performed, and the final invoice is not raised. Where less than half the work has been performed at the date of cancellation, we will refund the difference on a pro-rata basis, assessed against the hours and deliverables recorded on the project.
• After delivery: the fee is not refundable, because the deliverable has been handed over. Section 5 still applies.

5. If the work is not what was agreed

If a deliverable does not match what is written in your scope document, tell us within fourteen (14) days of receiving it, with specifics. We will either correct it at no charge within a reasonable time, or, if we cannot bring it into scope, refund the portion of the fee relating to that deliverable.

This covers the work itself. It does not extend to commercial outcomes: as stated in our Terms, we do not guarantee follower counts, engagement, reach, leads or sales, and dissatisfaction with platform performance is not grounds for a refund where the agreed deliverables were produced.

6. Cancellation by us

We may end an engagement on written notice if you breach the Terms, fail to pay an invoice more than fourteen (14) days after its due date, fail to provide access or approvals for more than thirty (30) days, or ask us to do something that would breach our Acceptable Use Policy, a platform's terms, or the law.

If we terminate for any reason other than your breach, we refund fees paid for services not yet performed, on a pro-rata basis, within 10 business days.

7. Advertising spend and third-party costs

Advertising budget is paid by you directly to the advertising platform using your own payment method. We never invoice, hold or refund media spend. Refunds of advertising spend, if any, are a matter between you and the platform.

The same applies to creator fees, licensed music, paid stock, subscriptions and third-party tooling: these are governed by the terms of the provider you contracted with.

8. How to request a cancellation or refund

Send an email to [email protected] from the address on your account, stating the service, the reason and the date from which you want the cancellation to take effect. We will acknowledge within one business day and confirm the effective date, the final invoice and any refund in writing within five (5) business days.

9. How refunds are paid

Approved refunds are returned to the original payment method in USD within ten (10) business days of approval. Card refunds may take a further 5 to 10 business days to appear on your statement, depending on your bank. We do not refund to a different payment method or a different account holder.

Bank charges or currency conversion differences applied by your bank are outside our control and are not reimbursed.

10. Disputes and chargebacks

If you believe you have been charged in error, contact us first at [email protected]. Most billing questions are resolved within one business day.

Please do not raise a chargeback before contacting us. A chargeback raised without first giving us the opportunity to resolve the matter will be contested with the scope document, delivery records and correspondence, and may result in suspension of the engagement. This does not affect any right you have under law or under your card scheme's rules.

11. Changes to this policy

We may update this policy. The version in force at the date your scope document was signed governs that engagement. Changes applying to ongoing engagements take effect thirty (30) days after we notify you by email.

Contact for legal notices

Questions, complaints or formal notices relating to this document should be sent to [email protected] or by post to: