Refund Policy

All sales of consulting services are generally final. Because our services involve the immediate allocation of professional time, consultant resources, research capacity, and strategic planning, refunds are limited in scope and subject to the specific terms outlined below.

By engaging DemandZen LLC services and submitting payment, you acknowledge and accept the terms of this Refund Policy.

Fees for initial consultations, strategy sessions, discovery calls, advisory meetings, and any completed one-time sessions are non-refundable once the session has taken place.

If a scheduled session is cancelled by the client with less than 24 hours notice, the full session fee may be forfeited. Cancellations made with 24 or more hours notice may be eligible for rescheduling at DemandZen LLC's discretion.

If DemandZen LLC cancels a scheduled session, a full credit or reschedule will be offered.

Deposits collected to initiate consulting projects serve to reserve consultant time, allocate planning resources, begin discovery work, and secure project scheduling.

• Before work commencement: Deposits may be partially refundable (up to 50%) if the project is cancelled in writing before any work has begun, at DemandZen LLC's discretion.
• After work commencement: Deposits are non-refundable once project work has begun, including discovery sessions, research, data collection, or any deliverable preparation.
• Specific contractual terms: Where a signed service agreement specifies different deposit refund terms, those terms control.

Monthly retainer services are billed in advance for each billing period. Retainer fees are non-refundable for active billing periods that have commenced.

Clients may cancel ongoing retainer services by providing written notice at least 30 days before the next billing cycle. Cancellations received with less than 30 days notice will result in the next billing cycle being charged in full.

No prorated refunds are available for partial months of retainer service.

Refund eligibility for custom consulting projects is determined on a case-by-case basis, taking into account:

• Percentage of work completed at the time of cancellation request
• Consultant hours and resources already allocated
• Research, data acquisition, and analysis already performed
• Strategic planning and documentation already completed
• Third-party costs incurred on behalf of the client
• Stage of the project relative to agreed milestones
• Specific terms in the executed service agreement

Partial refunds for incomplete custom projects may be considered. Any partial refund will reflect the value of work not yet delivered, less any non-recoverable costs already incurred.

If you believe a deliverable does not meet the specifications agreed upon in your service agreement, you must notify DemandZen LLC in writing within 10 business days of delivery. We will review the dispute and, where the concern is valid, provide revisions, supplemental work, or a partial credit at our discretion.

Dissatisfaction with business outcomes, market results, or the implementation of recommendations does not constitute grounds for a refund, as results depend on factors outside DemandZen LLC's control.

Refund requests outside the terms above may be reviewed at management discretion in genuinely exceptional circumstances only, such as:

• Documented medical emergency preventing engagement participation
• Documented business closure or insolvency
• Force majeure events directly preventing service delivery

Approval of exceptional refund requests is not guaranteed and will be evaluated individually. Requests must be submitted in writing to finance@demandzennc.com with supporting documentation.

Initiating an unauthorized chargeback or payment dispute without first contacting DemandZen LLC to resolve the matter directly is a violation of this policy and may result in:

• Immediate suspension or termination of all active services
• Referral of the outstanding balance to a collections agency
• Assessment of administrative recovery fees up to $250 per chargeback incident
• Legal enforcement proceedings to recover amounts owed
• Reporting of the dispute to relevant credit and business reporting services where applicable

We strongly encourage clients to contact us directly at finance@demandzennc.com or 919-239-1599 to resolve any billing concerns before initiating a formal dispute.

Where a signed service agreement, statement of work, or engagement letter contains specific refund, cancellation, or payment terms that differ from this general policy, the terms in the signed agreement take precedence and control.

All refund commitments made by DemandZen LLC must be confirmed in writing to be enforceable. Verbal representations regarding refunds do not constitute binding commitments.

To request a refund review, submit your request in writing to:

Please include your full name, company name, service engaged, date of payment, amount paid, and a clear description of your request. We will acknowledge receipt within 2 business days and provide a decision within 10 business days.