Draft policy — not legal advice
Refund and Cancellation Policy
How deposits, fees, cancellations, and refunds may work for audits, sprints, workshops, retainers, courses, and digital products. Draft only — align with your actual contracts and payment processor rules.
Draft for review — not attorney-approved
This page is a working draft to support discussion with qualified legal counsel. It is not legal advice, has not been approved by an attorney, and may need changes for your entity, services, and location. Do not treat it as a final compliance document until counsel confirms it.
Fill in: [INSERT LEGAL ENTITY NAME], [INSERT PRINCIPAL BUSINESS ADDRESS], [INSERT GOVERNING LAW / JURISDICTION], and confirm the support email below.
Effective date (draft): [INSERT EFFECTIVE DATE] · Issued by [INSERT LEGAL ENTITY NAME], [INSERT PRINCIPAL BUSINESS ADDRESS]. This policy works alongside your specific Order (proposal, statement of work, checkout terms, or invoice). If the Order conflicts, the Order controls.
1. General principles
- Custom professional services (consulting, audits, implementation sprints) typically involve calendar time and opportunity cost; refunds are limited as described below.
- Fees already earned for completed milestones, delivered work product, or attended sessions are generally non-refundable.
- Payment processors (for example, Stripe, Lemon Squeezy, or other gateways) have their own dispute timelines; chargebacks may be treated as a breach of payment obligations unless a good-faith dispute is raised with us first.
2. Process audits and assessments
Deposits: A non-refundable deposit may be required to hold calendar time and begin intake. [INSERT: typical deposit percentage, e.g. 25–50%.]
Cancellation by you before kickoff: If you cancel before the audit kickoff meeting (or before a defined "start date" in the Order), you may receive a credit toward a future engagement within [INSERT: e.g. 90 days], or a partial refund of amounts paid beyond the deposit, at our discretion and minus any non-recoverable costs.
Cancellation after work has begun: Fees for completed portions of the audit are due and non-refundable. Remaining prepaid amounts may be refunded or credited based on the Order and work completed.
3. Implementation sprints and fixed-scope builds
Sprints are usually billed in milestones (for example: kickoff/deposit, mid-sprint, delivery). Completed milestones are non-refundable. If you cancel mid-sprint, you owe fees for work performed through the cancellation date, calculated using the Order's rates or a reasonable percentage of the total fee. Unused prepaid amounts beyond that may be refunded or credited as stated in the Order.
4. Workshops and live training
Public or scheduled sessions: Cancellations received more than [INSERT: e.g. 14] days before the event may receive a full refund or a one-time transfer to another date. Cancellations within [INSERT: e.g. 7–14] days may receive 50% credit. Cancellations within [INSERT: e.g. 7] days or no-shows are generally non-refundable, because seats and preparation costs are committed.
Private workshops for teams: Terms are as stated in the Order. If we cancel for our convenience, you receive a full refund of fees paid for the canceled session. If you cancel, the schedule above or the Order applies.
5. Monthly retainers
Retainers secure ongoing availability and advisory capacity. Retainer fees are typically non-refundable once the month (or billing period) has started, even if you do not use all allocated hours, unless the Order says otherwise. Unused hours may roll over only if explicitly stated in writing.
Either party may terminate a retainer with [INSERT: e.g. 30] days written notice unless the Order specifies a minimum term. Early termination fees, if any, are as stated in the Order.
6. Courses and cohort programs
Before access begins: If you withdraw before the first lesson/module access is granted, you may request a full refund within [INSERT: e.g. 14] days of purchase, subject to payment processor rules.
After access begins: Tuition is generally non-refundable because digital materials and cohort seats are consumed. We may offer a partial credit on a case-by-case basis for documented hardship or if we cancel the cohort.
If we cancel a cohort entirely, you receive a full refund or the option to transfer to a future cohort.
7. Digital products (templates, recordings, downloads)
Digital products are delivered electronically. Unless required by law or expressly stated at checkout, all sales of digital products are final after download or access is granted, because the product cannot be "returned."
If you cannot access a file due to a technical issue on our side, contact hello@liveai.life and we will work to restore access.
8. "Money-back" or guarantee promotions
If we run a limited promotion with a written guarantee, only participants who satisfy the stated objective criteria in the promotion terms qualify. [INSERT: N/A or describe program.]
9. How to request a refund or cancellation
Email hello@liveai.life with your name, purchase date, Order or invoice number, and reason for the request. We aim to respond within [INSERT: e.g. 5–10] business days. Approved refunds are returned to the original payment method where possible; timing depends on your bank or card issuer.
10. EU/UK consumers
If you are a consumer in a jurisdiction with mandatory withdrawal rights for distance sales, additional rights may apply. [INSERT: link or process for statutory withdrawal if you sell to those consumers — confirm with counsel.]
11. Contact
[INSERT LEGAL ENTITY NAME]
[INSERT PRINCIPAL BUSINESS ADDRESS]
hello@liveai.life