1. Scope
This policy applies to BrandLabAI consulting, strategy, design and AI-personalized content engagements purchased directly by a business client.
2. Consulting and milestone-based work
Consulting and milestone-based engagements are billed against agreed deliverables. Work that is already completed, approved or scheduled into the team's calendar is non-refundable. Work that has not yet started may be cancelled with a written notice; any prepaid amount allocated to non-started work will be refunded within fifteen (15) business days.
3. Subscriptions and retainers
Subscriptions and retainers can be cancelled at any time. Cancellation stops the next renewal — the current paid period remains active until its end and is non-refundable.
4. Discovery fit assessment
If, after the initial discovery sprint, both parties agree that BrandLabAI is not the right partner for the project, the Client may request a refund of the unused portion of the engagement fee. Eligibility and amounts are documented in the corresponding service agreement.
5. Billing errors
If a billing error occurs (duplicate charge, incorrect amount, charge after cancellation), email hello@brandlab-ai.com with the invoice number. Verified billing errors are refunded within ten (10) business days.
6. How to request a refund
Send an email to hello@brandlab-ai.com with the subject ‘Refund Request’, including the invoice number, the engagement reference and a brief description of the reason. We respond within three (3) business days.
7. Refund method
Refunds are issued to the original payment method. Processing time depends on the payment provider and the issuing bank.
8. Contact
Refund questions: hello@brandlab-ai.com — +1 954 554 6781.