Refund Policy

General Refund Policy

Marketstone Dynamics LLC provides customized strategic, consulting, and marketing advisory services. Because our work involves the allocation of professional time, internal planning, research, scheduling, analysis, and business capacity specifically reserved for the Client, most payments made for our services are non-refundable once the engagement has been confirmed or work has commenced, except where otherwise required by law or expressly stated in a separate written agreement.

Unlike standardized retail products, consulting services are frequently delivered through time, expertise, internal preparation, strategic assessment, document review, communication, and reserved availability. As a result, even where no tangible downloadable asset has yet been delivered, value may already have been created through time commitment, project setup, business review, internal coordination, and strategic development. This is an essential part of how our services are priced and delivered.

Deposits, Booking Fees, and Advance Payments

Deposits, booking fees, onboarding payments, and advance retainers are generally used to reserve capacity, secure project scheduling, cover administrative setup, and initiate internal planning. Once an engagement slot has been reserved or the onboarding and planning process has started, these amounts are generally non-refundable.

When we accept a project, we may decline other opportunities, allocate personnel time, adjust our schedule, or begin reviewing Client information in reliance on the Client’s commitment. For that reason, advance payments are not typically refundable merely because the Client later changes direction, pauses the project, or decides not to proceed.

Completed Services and Delivered Work

Fees paid for completed consultations, strategic calls, analysis, research, advisory sessions, delivered recommendations, written planning materials, business reviews, market assessments, or any other work already performed are non-refundable. Once a service has been delivered in full or in substantial part, the corresponding fees are earned.

This applies whether deliverables are communicated verbally, in writing, by email, through documents, by presentation, by call, or through other agreed channels. It also applies to strategic value delivered through our analysis, recommendations, and professional judgment, even where implementation remains the responsibility of the Client.

Retainer Services

For recurring monthly or periodic retainer engagements, payments reserve advisory availability, planning capacity, response time, strategic oversight, and related service access during the applicable billing period. Once a retainer period has begun, retainer fees are generally non-refundable.

Unused time, postponed meetings, delayed internal approvals, reduced use of our availability, or a change in the Client’s internal priorities do not automatically create a right to a refund or credit unless a written agreement explicitly provides otherwise. Any pause, rescheduling, or rollover of services remains at our discretion unless contractually guaranteed.

Client Cancellations and Early Termination

If the Client cancels an engagement after it has been accepted, the Client remains responsible for payment for all services rendered, all work performed, all time reserved, and all approved expenses incurred up to the effective date of cancellation. If the project is terminated early by the Client, any refund, if available at all, will be limited to the unused portion of prepaid fees after deduction for work completed, scheduled resources, administrative processing, and non-recoverable business commitments.

If a project is paused or delayed by the Client for an extended period, we may treat the matter as a cancellation or as a materially changed engagement depending on the circumstances. In such situations, restart fees, revised timelines, or updated commercial terms may apply.

Refund Review Eligibility

Although refunds are generally not available once work has begun, we may review certain requests on a case-by-case basis. Refund review may be considered in limited situations such as the following:

• a duplicate payment was made in error;
• an incorrect amount was charged due to a processing mistake;
• the Client paid for a service that we expressly confirmed would not begin and no work was performed;
• a written agreement specifically includes a refund provision;
• applicable law requires a refund in the specific circumstances presented.

Any review of a refund request does not guarantee approval. Except where legally required, all refund decisions remain within our reasonable discretion based on the facts of the engagement, the stage of work completed, the nature of the services, and the written terms governing the transaction.

Non-Refundable Items

Without limitation, the following categories are generally non-refundable:

• completed consultation calls, advisory sessions, or strategic meetings;
• deposits and project reservation payments after onboarding or planning has started;
• monthly retainer fees for an active billing cycle;
• custom analysis, research, recommendations, frameworks, and planning materials;
• time already spent reviewing Client information, preparing deliverables, or attending meetings;
• fees associated with scope reserved specifically for the Client;
• amounts lost due to unauthorized payment disputes or chargebacks initiated without valid basis.

How to Request Refund Review

If you believe you have a valid basis for refund review, you must contact us promptly using the contact details listed below. Your request should include your full name, company name if applicable, payment date, invoice or transaction reference, amount paid, and a clear explanation of the reason for the request. We may ask for additional supporting information before reviewing the matter.

Requests submitted without sufficient identifying details may be delayed or declined. Submission of a refund request does not pause payment obligations on other outstanding invoices and does not authorize unilateral reversal or chargeback action.