Cancellation & Refund Policy

1. General principle

Stagequill Media aims to handle cancellations according to the work completed, time reserved, non-cancellable commitments, and amounts actually earned. A refund is not automatic merely because a client changes direction, delays internal decisions, does not implement a plan, or does not achieve a desired business result.

A written project document may contain specific cancellation terms. If those terms conflict with this Policy, the specifically accepted project terms control to the extent permitted by law.

2. How to request cancellation

A cancellation request must be made in writing and should identify the client, service, project reference, and requested effective date. A cancellation becomes effective when the request is received through an authorized communication channel, not when it is drafted or sent to an incorrect address.

Until cancellation is confirmed, the client remains responsible for timely cooperation and any work already authorized. Stagequill Media will take reasonable steps to avoid unnecessary new work after a valid cancellation request is received.

3. Before work begins

If a fixed-scope project is cancelled before substantive work begins and before project time is materially reserved, an unearned payment may be refunded, less any disclosed non-refundable processing charge or non-cancellable third-party cost. If preliminary analysis, scheduling, intake review, or another agreed milestone has already been completed, the reasonable value of that completed work may be deducted.

A project is considered started when substantive review, research, analysis, planning, drafting, a scheduled consultation, or another agreed service activity begins.

4. Consultations

A client may request to reschedule a consultation by providing at least two business days’ notice. One reasonable rescheduling request may be accepted subject to availability. A new time is not guaranteed until confirmed.

A consultation cancelled with less than two business days’ notice may be non-refundable because the time was reserved. A missed consultation without notice is non-refundable. If Stagequill Media cancels and cannot offer a reasonable alternative, the amount paid for the cancelled consultation will be refunded.

5. Fixed-scope planning services

For a monthly content calendar, topic research, audience and content direction, website content plan, social media content plan, or another fixed-scope deliverable, cancellation after work begins is handled based on completion. Completed analysis, research, outline development, drafting, and project administration are payable.

If the amount paid exceeds the value of completed work and authorized costs, the unearned balance will be refunded. If completed work exceeds the amount paid, the remaining earned balance may be invoiced where the project terms permit.

6. Milestone projects

When a project is divided into milestones, an accepted or substantially completed milestone is non-refundable. A cancellation before the next milestone begins may prevent the next milestone fee from becoming due, except for expressly non-cancellable reservations or commitments.

A milestone is not considered incomplete solely because the client has not yet reviewed it, when it was delivered according to the confirmed scope and the review period has expired.

7. Client delay or inactivity

If required materials, decisions, feedback, or approvals are not provided, the project may be paused. After ten business days of inactivity, the schedule may be released and a new schedule will depend on availability. After thirty calendar days of inactivity, the project may be administratively closed after reasonable notice.

Administrative closure caused by client inactivity is treated as a client cancellation. Completed work and time already reserved remain payable. Any restart may require a new scope, updated fee, or reactivation charge when additional review is necessary.

8. Change of direction

A new audience, platform, page list, month, business goal, content category, or overall strategy direction may require a scope change. A client may choose to cancel the original project and request a new quote, but completed work under the original brief remains payable and is not defective merely because the client’s priorities changed.

9. Revisions and dissatisfaction

A good-faith concern should first be addressed through the included review or revision process. A refund is not available solely because the client prefers a different subjective direction when the deliverable follows the approved brief.

If a final deliverable materially fails to match the confirmed scope, the client must provide specific written notice within five business days after delivery. Stagequill Media will have a reasonable opportunity to correct the material issue. If correction is not reasonably possible, an appropriate partial refund or other remedy may be considered based on the affected portion.

10. Non-refundable amounts

Subject to applicable law, the following are generally non-refundable: completed consultations; completed or accepted milestones; delivered research and planning work; approved additional work; non-cancellable third-party charges; fees earned before termination; and time reserved after a late cancellation or missed meeting.

No clause makes an amount non-refundable when law requires a refund.

11. Cancellation by Stagequill Media

Stagequill Media may cancel or terminate work because of non-payment, missing inputs, abusive conduct, unlawful instructions, material breach, security concerns, conflict of interest, inability to perform, or events beyond reasonable control. If cancellation is not caused by the client and the service cannot reasonably be completed, unearned prepaid amounts will be refunded.

If cancellation results from the client’s breach, completed work, reserved time, and authorized costs remain payable. Any remaining materials may be withheld until undisputed earned amounts are paid, subject to law.

12. Force majeure

If serious illness, natural disaster, infrastructure failure, government action, widespread outage, or another event beyond reasonable control prevents performance, the parties will first consider a reasonable extension or rescheduling. If performance remains impractical, the project may be ended and unearned prepaid amounts will be returned after deducting completed work and unavoidable costs.

13. Refund method

An approved refund is normally issued to the original verified payment method. If that is not reasonably possible, another verified method may be agreed. Refunds will not be redirected to an unrelated third party, anonymous account, or unverified recipient.

Processing will generally begin within ten business days after approval, but the bank or payment provider may require additional time to display the credit. Currency conversion and provider charges outside the business’s control may affect the final local-currency amount.

14. Credits

A project credit may be offered only through written agreement. A credit is not cash, is not transferable, and must be used for the stated eligible service and period. A credit does not extend indefinitely unless required by law or expressly agreed.

15. Chargebacks

A client should raise a billing or delivery concern directly before initiating a chargeback when practical. An improper payment reversal does not erase a valid fee. Stagequill Media may submit relevant project scope, communication, delivery, and payment records to the provider handling the dispute.

16. Statutory rights

This Policy does not limit a mandatory cancellation, refund, warranty, or consumer right that cannot lawfully be waived. If mandatory law applies, it controls over an inconsistent provision.

17. Policy changes

This Policy may be updated prospectively. The version accepted for a confirmed project continues to govern that project unless the parties agree otherwise or law requires a change.

18. Contact

A cancellation or refund inquiry should include the project reference, payment date, amount, requested action, and reason. Payment credentials should not be included.