Refund and Cancellation Policy

What this policy covers

This policy explains how to cancel an engagement, when a refund is due, how the money is returned, and how long each step takes. It applies to every engagement with N40 Agency, LLC.

Fees are published on our pricing page. Where a signed Statement of Work sets different cancellation terms for a specific engagement, that agreement prevails over this policy.

Who refunds you, and how

A refund is always issued by N40 Agency, LLC, through the channel the payment arrived on. If you paid by bank transfer, the money returns to the account it came from. If you paid by card, the refund is processed back to the same card through the same acquirer — we cannot send a card payment back as a bank transfer, or the reverse.

Cancelling before work begins

You may cancel at any time before work begins, in writing, and receive a full refund of anything already paid, including a deposit. Work begins at the first scheduled session — the intake call for an audit, or the kick-off for an implementation — or at the moment we start on materials you have sent us, whichever is earlier.

Cancelling after work has begun

Once work has begun you pay for the work completed to that point, and the balance is refunded. We will send a short written account of what was done and what it cost before processing the refund, so the figure is not simply asserted.

For the fixed-scope express audit specifically, because it runs to five business days there are only three states:

• • Cancelled before the intake call takes place — full refund.
• • Cancelled after the intake call but before the written document is delivered — refund of the fee less the work completed.
• • After the written document has been delivered — the engagement is complete and the fee is not refundable, because what you bought has been supplied.

Deposits on larger engagements are non-refundable once work has commenced, except where a mandatory consumer right applies. Recurring support periods already begun are not refunded pro rata; cancel before the next period starts and no further amount falls due.

If you are a consumer

Our services are supplied business-to-business, so consumer-protection law does not usually apply to an engagement with us.

Where a mandatory right to withdraw from a distance contract does apply to you, you may exercise it within the period that law sets. That right is generally lost in respect of work already performed once performance has begun with your consent before the withdrawal period expires. Where you ask us to start immediately, you are giving that consent knowingly.

Nothing in this policy limits a right you have under mandatory law.

How to request a refund

Email contact@n40.agency with the invoice number, and say what you are cancelling. You do not need to give a reason.

• • We acknowledge every request within 3 business days.
• • We tell you the refundable amount, with the account of work done, within 7 business days.
• • An approved refund is submitted without undue delay and in any event within 14 days of approval.

How long the money then takes to appear is the banks' timetable, not ours. A card refund typically settles within five business days of submission; a cross-border bank transfer can take longer.

If you are not satisfied

If a deliverable is not as described, tell us before asking your bank to reverse the payment. We would rather fix the work or return the money than dispute a chargeback, and a dispute raised without contacting us first takes months longer for both of us.

Complaints go to the same address and are answered in writing. The governing law and forum are set out in our Terms of Service.