Refund, Cancellation & Revision Policy
How cancellations, refunds, and revisions work for Kemp Advisory Group services.
Summary
Payments for services are non-refundable once work has begun or services have been rendered. If you cancel in writing before work begins, you will receive a full refund of KAG’s service fee. Third-party fees already paid are not refundable by KAG.
1. When Work Has Begun
Work has begun at the earliest of: (a) KAG beginning review of your intake form or materials; (b) the start time of a scheduled consultation, session, or training; or (c) KAG beginning any drafting, design, configuration, development, research, or registration activity for you. For most standard services this occurs within one business day of purchase.
2. Cancellations Before Work Begins
To cancel before work begins, email meshayla@kempadvisory.com with your name and the service purchased. Approved refunds are returned to the original payment method; your bank may take 5–10 business days to post the credit.
3. Consultations and Scheduled Sessions
You may reschedule a consultation or session once with at least 24 hours’ notice. Cancellations with less than 24 hours’ notice and missed appointments (no-shows) are treated as services rendered and are non-refundable. Late arrivals receive the remaining time in the scheduled session.
4. Revisions
Each service includes the number of revision rounds stated in its scope (for example, “one revision” or “two revisions”). A revision is a change to the delivered work within the original scope. Please submit consolidated revision requests within fourteen (14) calendar days of delivery; after that period the deliverable is considered accepted.
New content, new deliverables, changes in direction, or revisions beyond those included are outside the scope and will be quoted before the work is performed. Revision rounds do not carry over to other services.
5. Custom and Government Engagements
For custom commercial projects, the initiation payment is non-refundable once work has begun, and the final payment is due before final delivery. Government and public-sector engagements follow the cancellation and payment terms of the applicable purchase order or contract.
6. Client Delays and Inactivity
If we do not receive required information, access, or feedback for thirty (30) days, the project may be paused. After sixty (60) days of inactivity, the engagement may be considered complete as delivered, and restarting may require a new quote. Delays caused by the Client do not create a right to a refund.
7. Third-Party Fees
Government filing fees, platform and subscription fees, domain registrations, licenses, and other third-party charges are paid to those providers and are subject to their policies. KAG cannot refund third-party fees.
8. If KAG Cannot Deliver
If KAG cancels a service or is unable to deliver it for reasons within our control, you will receive a refund of fees paid for the portion of the service not delivered.
9. Concerns and Disputes
If you are unsatisfied with a deliverable, please contact us first so we can review it against the agreed scope and make it right through the revision process. Please contact us before initiating a payment dispute or chargeback. KAG retains payment receipts, the version and date of the terms accepted, invoices, project correspondence, delivery records, and your approvals, and may provide them to the payment processor in response to a dispute.
10. Financial Assistance
When part or all of a fee is paid through a Cornerstone Clay Community Development Corporation award, any eligible refund of that portion is handled under Cornerstone Clay’s program guidelines.