RETURNS & REFUND POLICY

RETURNS & REFUND POLICY

Last Updated: November 25, 2025

1. INTRODUCTION Thank you for doing business with The Theory Co. (“Company”, “we”, “us”, “our”). We act as a strategic partner to our clients, delivering intangible digital services, AI-generated assets, and consulting.

Because our products are digital and our time is non-recoverable, our Refund Policy differs significantly from companies selling physical goods. By engaging our services, purchasing a digital tool, or signing a retainer, you agree to the terms below.

2. GENERAL POLICY (ALL CLIENTS)

2.1 No Refunds on Digital Products Due to the nature of digital data, all sales of downloadable files, AI prompts, software access (The Strategy Lab), and PDF reports are final.

  • Once a digital product has been sent to you or accessed/downloaded, we cannot accept a “return.”
  • We do not offer refunds for “change of mind” or “subjective dissatisfaction” with the style/tone of the content.

2.2 No Refunds on Completed Services Services that have been fully performed (e.g., an audit that has been delivered, a consultation call that has taken place) are non-refundable. You are paying for the time and expertise of the consultant, which cannot be returned.

3. SPECIFIC SERVICE POLICIES

3.1 Retainers & Recurring Services

  • Cancellation: You may cancel a monthly retainer at any time with 30 days’ written notice.
  • Refunds: We do not offer pro-rated refunds for the current billing cycle. If you cancel on the 15th, your access continues until the end of the month, and no refund will be issued for the remaining 15 days.
  • Unused Hours: Retainer hours do not roll over. Unused time at the end of the month is forfeited and has no cash value.

3.2 Bespoke Projects (Web Design / Strategy Builds)

  • The “Kill Fee”: If you choose to terminate a project mid-way through development:
    • Stage 1 (Strategy/Planning): 50% of the total fee is non-refundable.
    • Stage 2 (Development/Drafting): 75% of the total fee is non-refundable.
    • Stage 3 (Delivery/Launch): 100% of the total fee is non-refundable.

3.3 The “AI Accuracy” Disclaimer (Crucial) Our services utilize Artificial Intelligence (Google Gemini / OpenAI). You acknowledge that:

  • Subjective Satisfaction: We do not issue refunds because you “dislike” the creative output or tone of an AI generation.
  • Hallucinations: AI can occasionally produce factual errors. It is your responsibility to fact-check output. We do not refund fees based on minor factual inaccuracies in AI-generated drafts.

4. INTERNATIONAL RIGHTS (JURISDICTION SPECIFIC)

4.1 United Kingdom & European Union Consumers If you are a consumer (B2C) located in the UK or EU, you typically have a 14-day “Cooling-Off Period” under the Consumer Rights Directive. However, the following exceptions apply:

  • Exemption for Digital Downloads: By downloading or accessing our digital content (e.g., The 30-Day Plan), you give your express consent to waive your 14-day right of withdrawal. You acknowledge that once the download/access starts, you lose your right to cancel.
  • Exemption for Services: If you request us to begin a service (e.g., an Audit) immediately, and we complete it within the 14-day period, you lose your right to cancel once the service is performed.
    • If you cancel part-way through: You must pay us an amount proportionate to the services provided up to the point of cancellation.

4.2 United States Customers

  • No “Cooling-Off” Period: There is no federal right to a “cooling-off” period for B2B digital services. All purchases are governed strictly by this contract.
  • Chargeback Fraud: If you attempt to initiate a chargeback with your bank for a validly delivered service or digital product, we reserve the right to report this incident to credit bureaus and ban you from future services.

5. CURRENCY & PAYMENT DISPUTES

5.1 Currency Exchange Risk

  • All prices are billed in [Insert Currency, e.g., USD].
  • If we issue a refund to a non-USD bank account, the amount you receive back may differ from what you paid due to currency exchange rate fluctuations and bank fees.
  • The Theory Co. is not responsible for these differences. You bear the sole risk of exchange rate loss during the refund process.

5.2 Transaction Fees

  • In the event of a discretionary refund (one we grant as a courtesy), we reserve the right to deduct 5% of the total transaction value to cover unrecoverable payment gateway fees (Stripe/PayPal fees).

6. DISPUTE RESOLUTION

6.1 Good Faith Negotiation Before filing any legal claim or chargeback, you agree to contact us at [support@thetheoryco.com] to attempt to resolve the issue informally for at least 30 days.

6.2 Binding Arbitration

  • For clients outside of India: Any unresolved dispute shall be settled by binding arbitration. The arbitration shall be conducted in English.
  • For clients within India: Disputes shall be subject to the exclusive jurisdiction of the courts in Coimbatore, Tamil Nadu.

CONTACT US

For refund requests or billing questions, please contact: support@theoryco.com