Refund & Cancellation Policy

1. Our Commitment

At Brands Group LLC, we aim to deliver high-quality work that meets your expectations. This Refund & Cancellation Policy outlines our fair and transparent approach to refunds and cancellations for our custom services.

Because our services are customized to each client's specific needs and involve significant time and expertise, refund eligibility depends on the stage of work completed.

2. Cancellation Before Work Begins

If you decide to cancel your project before any work has begun, you are eligible for a full refund of any payments made.

What constitutes "work has begun":

• We have started research, planning, or strategy development
• We have begun design, development, or content creation
• We have allocated team resources or scheduled project work
• We have initiated any billable activities outlined in your project scope

To request cancellation before work begins: Contact us immediately at info@brandsgroup.net or +1 775 258 7178. We will confirm the cancellation and process your full refund within 5-10 business days.

3. Cancellation After Work Has Begun

If you decide to cancel after work has started, refunds are handled on a prorated basis according to work completed:

3.1 Prorated Refund Calculation

Refunds are calculated based on:

• Work Completed: Documented time, milestones completed, and deliverables created
• Work Remaining: Unperformed work that has not been started

Example: If a project is 40% complete at the time of cancellation, you would be charged for 40% of the total project cost, and 60% would be refunded.

3.2 Milestone-Based Projects

For projects with defined milestones and milestone payments:

• Completed Milestones: Non-refundable once delivered and approved by you
• In-Progress Milestones: Refunded on a prorated basis for unperformed work
• Upcoming Milestones: Fully refundable if work has not begun

3.3 What You Receive Upon Cancellation

Upon cancellation after work has begun, you will receive:

• All completed deliverables and work-in-progress files (if payment has been made for that work)
• Documentation of work completed and time spent
• A refund for unperformed work (processed within 5-10 business days)

4. Non-Refundable Circumstances

The following are non-refundable:

• Completed and Approved Milestones: Once you have reviewed and approved a milestone or deliverable, that portion of the payment is non-refundable
• Third-Party Costs: Expenses paid to third parties on your behalf (e.g., domain registration, hosting setup, stock assets, paid tools) are non-refundable
• Completed Projects: Once a project is delivered in full and you have accepted the final deliverables, the payment is non-refundable

5. Refund Request Process

To request a refund or cancellation:

1. Contact Us: Email info@brandsgroup.net or call +1 775 258 7178 with your cancellation request
2. Provide Information: Include your project details, reason for cancellation, and any relevant information
3. Review: We will review your request and the current project status within 1 business day
4. Documentation: We will provide documentation of work completed and a refund calculation (if applicable)
5. Refund Processing: Approved refunds are processed within 5-10 business days to your original payment method

6. Refund Request Window

Refund requests must be submitted:

• For Cancellations: As soon as you decide to cancel the project
• For Disputed Work: Within 14 days of receiving the disputed deliverable or invoice payment
• After Project Completion: Within 14 days of final delivery

Refund requests submitted outside of these windows will be reviewed on a case-by-case basis at our discretion.

7. Refund Processing Time

Once a refund is approved:

• Refunds are processed within 5-10 business days
• Refunds are issued to the original payment method
• Depending on your bank or card issuer, it may take an additional 3-5 business days for the refund to appear in your account
• You will receive an email confirmation once the refund is processed

8. Pausing or Rescheduling Projects

If you need to pause or reschedule your project rather than cancel:

8.1 Temporary Pause

We understand that circumstances change. If you need to temporarily pause a project:

• Contact us as soon as possible
• We will document the pause in writing
• Pauses are typically allowed for up to 90 days
• After 90 days, the project may be subject to review and potential cancellation with prorated refund
• No additional fees for pausing, but timeline will be adjusted accordingly

8.2 Timeline Extension

If you need more time to provide feedback or materials:

• Let us know as soon as possible
• We will adjust the project timeline accordingly
• No refund required—we simply extend the delivery dates

9. Dispute Resolution

If you are dissatisfied with the work or have concerns about quality:

1. Contact Us First: Email info@brandsgroup.net or call +1 775 258 7178 to discuss your concerns
2. Revision Opportunity: We will work with you to address issues within the scope of the agreed revisions
3. Resolution Options: Depending on the situation, we may offer additional revisions, partial refund, or other fair resolution
4. Avoid Chargebacks: Please contact us before initiating a chargeback. Chargebacks can take 60-90 days to resolve, whereas direct communication often resolves issues within days

10. Chargebacks

We strongly encourage you to contact us directly before filing a chargeback with your bank or card issuer. Here's why:

• Faster Resolution: We can often resolve billing questions or concerns within 1-2 business days
• Documentation: We can provide immediate documentation, project records, and clarification
• Fair Treatment: We are committed to customer satisfaction and fair treatment

If a chargeback is filed without first contacting us, we will provide the bank with documentation of:

• The signed quote or agreement
• Email correspondence and approvals
• Work completed and deliverables provided
• Payment confirmation

Fraudulent chargebacks may result in suspension of services and potential legal action.

11. Scope Changes and Additional Work

If you request changes beyond the original scope:

• Scope changes are handled through written amendments
• We provide a quote for additional work before proceeding
• You approve or decline before we start the additional work
• Additional work is billed separately and subject to this refund policy

12. Force Majeure

In the event of circumstances beyond our reasonable control (natural disasters, pandemics, government actions, etc.) that prevent us from completing your project:

• We will notify you as soon as possible
• We will work with you to resume the project when possible
• If resumption is not possible, you will receive a prorated refund for unperformed work

13. Contact Us

For questions about this Refund & Cancellation Policy or to request a refund or cancellation:

Email: info@brandsgroup.net
Phone: +1 775 258 7178
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM MT

We typically respond within 1 business day during business hours.