Refund policy

Our services involve customized strategy, design, writing, development, and production time. Payments are generally non-refundable once work has begun, subject to the eligibility below and any rights you have under applicable law.

We value every client relationship and treat every project with care and respect. Delivering quality is our priority. If something is not right, we will work with you in good faith to resolve it.

Nothing in this policy overrides mandatory consumer rights, including any applicable cancellation or cooling-off rights.

The initial deposit reserves your project slot, covers discovery and strategy time, and allows work to begin. Deposits are non-refundable once the project has started, except where a refund is legally required or eligible under this policy.

If you cancel before work begins, a refund may be considered, less a reasonable administrative or strategy fee for work actually performed. We will explain any proposed deduction. Where applicable law requires a refund, that law takes priority over our discretion.

A refund may be considered if:

• We are unable to begin or complete the project for reasons entirely within our control
• We fail to deliver agreed core deliverables after a reasonable opportunity to correct the issue
• A duplicate payment was made in error

Refunds do not normally apply because you changed your mind after work began, delayed the project, decided not to launch, or are unhappy with results that depend on factors outside our control. Any refund for non-delivery is assessed against payments received and work actually completed, without limiting applicable legal rights.

A deliverable that has been approved, launched, delivered, or used by you is normally considered completed and non-refundable. This includes:

• Websites and landing pages
• Reader magnets
• Email sequences
• Graphics
• AI-powered video ads
• Ad copy
• Strategy documents

Approval or use does not remove your right to report defects or exercise rights provided by applicable law.

If you are not satisfied with a deliverable, we first work with you to resolve the issue through unlimited revisions within the agreed scope.

Defects in the delivered work will be corrected at no additional cost. Changes in direction, new requirements, or work outside the agreed scope may require a paid revision or a new written scope.

If required materials, feedback, access, or approvals are not provided, the project may be paused.

If a client-caused delay continues for 60 days, we may close the project after written notice. Remaining payments may become due only for work already completed. We will explain completed work and any balance owed.

The $150 rush-delivery fee is non-refundable once the accelerated timeline has been reserved and work has begun, subject to applicable legal rights. If we cannot meet the agreed rush date for reasons entirely within our control, the fee will be reviewed under the refund eligibility provisions.

Fees paid to third parties, such as domain registration, hosting, email software, stock assets, plugins, ad spend, or subscription tools, are not refundable by TheHeroes Agency. Any refund request for those costs must follow the relevant provider’s policy.

Email support@theheroesagency.org with:

• Your name
• Project name
• Payment date
• Reason for the request
• Relevant supporting information

Eligible requests will be reviewed within 5 business days. This is our review period, not a guarantee of the time a bank or payment provider takes to return an approved refund. We will explain the outcome and any next steps.