Refund & cancellation policy

This policy explains how cancellations and refunds work for services from Impact Lab LLC (“Impact Lab”, “we” or “us”). Every engagement is custom-quoted in a proposal or client agreement. If your signed agreement or proposal says something different from this page, your signed agreement or proposal prevails.

1. Free audit and free consultation

The free marketing audit and the free consultation carry no charge and no obligation. You do not need to buy anything afterward, and there is nothing to cancel. If you can no longer make a booked consultation, please reschedule or cancel through your Calendly confirmation, or email us.

2. How to cancel

To cancel a paid engagement, email hello@impactlabgroup.com from the address we use to work with you, and include your company name and the date you would like the cancellation to take effect. We will confirm receipt by email.

[To confirm: when a cancellation takes effect, e.g. on the date we receive the email or at the end of the notice period]

3. Monthly retainers

• Minimum term: [To confirm: whether there is a minimum term, e.g. 3 months]
• Notice period: [To confirm: notice period to cancel a retainer, e.g. 30 days]
• Billing: [To confirm: whether retainers are billed in advance or in arrears, and on what date]
• Refunds and pro-rating: [To confirm: whether fees for the current month are refundable or pro-rated, and whether any prepaid future months are refunded]

4. One-off projects

• Deposit: [To confirm: whether a deposit is required, e.g. 50% upfront, and whether it is refundable]
• Milestones: [To confirm: whether projects are billed by milestone and when each payment is due]
• Cancelling before work starts: [To confirm: refund if a project is cancelled before work begins]
• Cancelling after work starts: [To confirm: what is owed for work completed up to the cancellation date, and whether any balance is refunded]
• Completed work: [To confirm: whether delivered and approved work is refundable, and when ownership of deliverables passes to the client]

5. Performance-based engagements

Some engagements link our fees to ad spend or to results. The way those fees are calculated, and the data used to calculate them, is set out in your agreement.

• Notice period: [To confirm: notice period to cancel a performance-based engagement, e.g. 30 days]
• Fees on cancellation: [To confirm: how fees are calculated up to the cancellation date, including any base or minimum fee and results that come in after cancellation]
• Refunds: [To confirm: whether any performance-based fees are refundable]

6. Packages

• Unused packages: [To confirm: refund if a package is cancelled before any work starts]
• Partly used packages: [To confirm: whether unused parts of a package are refunded or credited, and how they are valued]
• Expiry: [To confirm: whether package services expire if not used, e.g. after 6 months]

7. Ad spend and third-party costs

Ad spend is typically paid to the advertising platforms, such as Meta, Google and TikTok, and is governed by those platforms’ own terms, billing and refund policies. Impact Lab cannot refund ad spend that has been charged by a platform. [To confirm: whether clients pay platforms directly]

[To confirm: how other third-party costs, such as UGC creator fees, stock assets or software subscriptions, are billed and whether they are refundable]

8. If Impact Lab ends an engagement

[To confirm: when Impact Lab may end an engagement, the notice it gives, and any refund of prepaid fees in that case]

9. At the end of an engagement

Your ad accounts, pixels, analytics and data always remain yours. When an engagement ends, we hand over the work agreed in your contract and stop using the access you granted us, and you can remove our access at any time. [To confirm: handover timeframe and what is included]

10. Payments and refunds

• Payment terms: [To confirm: invoice due dates, accepted payment methods and late payment terms]
• How refunds are paid: [To confirm: refund method and timing, e.g. to the original payment method within 14 days]
• Billing questions: if you think a charge is wrong, please email us first so we can look into it and resolve it quickly.

11. Business clients

Our services are offered to businesses. [To confirm: that services are offered to businesses only, not to consumers, as consumer cancellation rights in some countries could otherwise apply]

See also our terms of use and results disclaimer.

12. Contact us

Questions about cancellations or refunds? Email hello@impactlabgroup.com or write to Impact Lab LLC, 212 N. 2nd St. STE 100, Richmond, KY 40475, USA.