💎 Brandsrep: Refund & Client Satisfaction Policy

A Commitment to Excellence in Professional Services

At **Brandsrep**, our mission is to deliver exceptional professional services that drive tangible results for your brand. We invest our expertise, time, and resources into every project from the moment of engagement. This policy outlines our commitment to client satisfaction and the terms under which a refund may be considered.

1. Scope of Policy

This Refund & Client Satisfaction Policy applies to all professional services rendered by Brandsrep, including but not limited to, consulting, strategy development, design services, and ongoing retainer arrangements, as detailed in your signed Service Agreement or Statement of Work (SOW).

2. General Refund Principles for Professional Services

Due to the nature of our work—which involves the investment of time, specialized knowledge, and creative effort—all fees paid to Brandsrep for services rendered are generally non-refundable.

However, we recognize that circumstances can change, and we are committed to fairness. Refund requests will be reviewed based on the following criteria:

• Non-Commencement of Work: If the Client cancels a service agreement before Brandsrep has commenced any work on the project (i.e., before the project kick-off meeting, initial strategy development, or resource allocation), a full refund of the initial deposit or fee may be granted, less any non-recoverable administrative and third-party fees incurred.
• Early Termination by Brandsrep: In the unlikely event that Brandsrep must unilaterally terminate a service agreement (for reasons other than Client breach), the Client will be refunded any prepayment for services that have not yet been delivered or executed.
• Project Phases and Milestones: For projects billed in phases, refunds will typically only apply to the unstarted, future phases of work. Once a milestone or phase has been formally accepted or delivered, the associated fee becomes non-refundable.

3. Client Satisfaction Guarantee & Remediation

We prioritize your satisfaction. If you are dissatisfied with the quality of work during the active delivery of a service, Brandsrep commits to the following steps before a refund is considered:

• Notification: The Client must provide written notice of dissatisfaction to their dedicated Brandsrep contact within seven (7) days of the delivery of the specific service deliverable or milestone.
• Review and Rectification: Brandsrep will thoroughly review the concerns and make reasonable, good-faith efforts to rectify the issues, providing revisions or additional work as defined in the original SOW, to meet the agreed-upon standards.
• Mutual Agreement: Only after Brandsrep has exhausted all reasonable avenues for resolution, and if the client can demonstrate that the service provided was materially and demonstrably below the standards specified in the agreement, may a proportional refund be considered by Brandsrep's executive management.

4. Exclusions (When a Refund Will Not Apply)

No refund will be provided under the following circumstances:

• Change of Mind: The Client decides to change their strategy or direction after work has commenced.
• Non-Cooperation: The Client fails to provide necessary information, access, or timely feedback required to complete the service.
• Completed Services: The service has been fully rendered and delivered, regardless of the final business outcome (as we cannot guarantee market performance).
• Breach of Agreement: The service agreement is terminated due to a breach of contract by the Client.

5. Procedure for Requesting a Refund

All refund requests must be submitted in writing via email to billing@brandsrep.us. The request must include:

• Client Name and Company Name.
• The Service Agreement/SOW reference number.
• The specific date and amount of the payment being disputed.
• A detailed explanation and justification for the refund request.

Refund requests will be processed within 15-30 business days of receipt and approval.