Refund & Dispute Policy

1) Scope

This policy applies to services we provide, including strategy, media buying, lead generation, funnels, creative/branding, analytics/CRO, and web/landing pages.

2) Eligibility & Timeline

• Requests must be submitted within 14 days of the most recent deliverable or milestone, unless your agreement states otherwise.
• We evaluate eligibility against the signed scope, milestones, and work already delivered/allocated.

3) Non-Refundable Items

• Deposits/kickoff fees after project start.
• Completed or delivered work (e.g., strategy, copy, designs, builds, assets, reports).
• Rush fees and expedited upgrades.
• Third-party costs already incurred (see Section 5).

4) Projects vs. Retainers

• Fixed-fee projects: If a refund is approved, it will be pro-rated for undelivered milestones only. Delivered/approved milestones are non-refundable.
• Monthly retainers: Fees cover access to our team’s time and reserved capacity for the month; unused hours are not refundable and do not roll over unless expressly stated in your agreement.

5) Ad Spend & Third-Party Costs

• Platform ad spend (Meta, Google, TikTok, etc.) is paid to the platforms and is not refundable by Baan Agency.
• Third-party vendors (stock assets, plugins, hosting, data tools, email/SMS, etc.) follow their own policies; such fees are not refundable by us.

6) How to Request a Refund

Send an email to contact@baanagencyllc.agency with:

• Order/Invoice number and date
• Project/service name and brief reason for the request
• Any supporting examples (e.g., deliverables in question)

We’ll acknowledge receipt and begin an eligibility review within 2 business days.

7) Processing & Method

• Approved refunds are returned to the original payment method (minus any non-refundable third-party fees, currency conversion, or bank charges).
• Processing typically takes 5–10 business days after approval; bank timelines may vary.

8) Chargebacks & Disputes

Please contact us first to resolve issues quickly. If a chargeback is filed, we provide documentation (agreements, milestones, communications, proofs of delivery) to the payment processor. Unauthorized or fraudulent chargebacks may be contested.

For Stripe-processed payments, disputes are handled per Stripe’s procedures and timelines.

9) Revisions & Acceptance

Where your agreement includes revision rounds, we’ll address feedback within scope. A deliverable is deemed accepted when (i) you approve it in writing or (ii) 5 business days pass without written change requests.

10) Cancellations

• Projects: You may cancel before the next milestone; fees for completed/in-progress milestones remain due.
• Retainers: Cancel in writing before the next billing cycle (see your agreement for notice periods). Current cycle fees are not refundable.

11) Force Majeure

We are not liable for delays or non-performance caused by events beyond our reasonable control (e.g., outages, platform changes, acts of nature, labor actions, regulatory changes).

12) Changes to This Policy

We may update this page from time to time. Changes take effect upon posting with an updated Effective Date.

13) Contact

Email: contact@baanagencyllc.agency
Address: 127 N Higgins Ave, Ste 307d, Missoula, MT 59802
Phone: +1 (323) 503-2199
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