Refund & Cancellation Policy

Overview

At Partnearn LLC ("Company," "we," "us," or "our"), we are committed to delivering high-quality digital marketing services and ensuring client satisfaction. This Refund and Cancellation Policy ("Policy") outlines the terms and conditions under which refunds may be issued and services may be cancelled.

Partnearn LLC is a Wyoming limited liability company providing professional digital marketing services, including social media management, media buying, branding and design, website development, and CGI video production. Our services are delivered on a project basis or through monthly retainer agreements, as outlined in the applicable statement of work ("SOW") or service agreement.

By engaging our services or making a payment to Partnearn LLC, you ("Client," "you," or "your") acknowledge and agree to the terms of this Policy. This Policy should be read in conjunction with our Terms of Service. In the event of a conflict between this Policy and a signed SOW, the terms of the SOW shall prevail with respect to the specific engagement it covers.

1. General Refund Eligibility

Refund eligibility depends on the type of service engagement, the stage of project completion, and the specific circumstances of the request. As a service-based digital marketing agency, our work involves significant time, expertise, and resource allocation from the moment a project commences. Therefore, refund requests are evaluated on a case-by-case basis.

You may be eligible for a full or partial refund in the following circumstances:

• Services have not yet commenced and no work has been performed (excluding any non-refundable deposit where applicable)
• Partnearn LLC is unable to deliver the agreed-upon services due to circumstances within our control
• A material error or deficiency in our services that cannot be remedied through revision or re-performance
• Duplicate or erroneous charges were processed

All refund requests must be submitted in writing to support@partnearn.com within thirty (30) days of the charge or delivery of the services in question. Refund requests submitted after this period may be declined at our discretion.

2. Project-Based Services Refund Terms

For one-time or project-based engagements such as website development, branding packages, CGI video production, or campaign setup, the following refund terms apply:

2.1 Before Work Commences

If you cancel a project before any work has been initiated, you are entitled to a full refund of all amounts paid, minus any non-refundable deposit as specified in the SOW. Cancellation must be communicated in writing. "Work commenced" is defined as any substantive effort by Partnearn LLC toward the deliverables, including but not limited to research, strategy development, design concepts, content creation, technical setup, or procurement of third-party resources.

2.2 After Work Has Commenced but Before Completion

If you cancel a project after work has commenced but before final delivery, the following applies:

• Any non-refundable deposit is forfeited regardless of the stage of completion
• You are responsible for payment for all work completed up to the date of cancellation, calculated on a pro-rata basis based on the percentage of the project completed or the number of hours expended, whichever is greater
• Any third-party costs that have been incurred or committed (such as stock media licenses, software subscriptions, domain registrations, or hosting fees) are non-refundable
• Partnearn LLC will provide a detailed accounting of work completed and costs incurred upon request

2.3 After Project Completion and Delivery

Once a project has been completed and the final deliverables have been delivered to you, no refund will be issued. If you are dissatisfied with the quality of the deliverables, please refer to the revision process outlined in your SOW. Most engagements include a specified number of revision rounds. We are committed to working with you to achieve a satisfactory outcome within the scope of the agreed-upon deliverables.

2.4 Deposits

Project deposits (typically 50% of the total project fee) are non-refundable once paid, as they secure your position in our production schedule and compensate for the opportunity cost of reserving resources for your project. The deposit amount and refundability terms are specified in each SOW. In the rare event that Partnearn LLC is unable to commence the project for reasons within our control, the deposit will be refunded in full.

3. Monthly Retainer Cancellation Terms

For ongoing monthly retainer services such as social media management, ongoing media buying, or continuous marketing support, the following cancellation terms apply:

3.1 Cancellation Notice Period

Monthly retainer engagements require a minimum of thirty (30) days' written notice prior to cancellation. Notice must be submitted in writing to support@partnearn.com. The cancellation will take effect at the end of the billing cycle following the 30-day notice period. For example, if notice is given on March 15th, services will continue through the end of April, and the final invoice will cover the April billing period.

3.2 Current Month Retainer Fees

Monthly retainer fees are billed in advance at the beginning of each billing period. Retainer fees for the current billing period are non-refundable, as resources and team capacity have been allocated for your account. This includes staffing, content planning, campaign management, and ongoing optimization work that is conducted throughout the month.

3.3 Early Termination

If you cancel a retainer engagement without providing the required 30-day notice, you will be responsible for payment of the current month's retainer fee plus one additional month's retainer fee as an early termination charge. This charge reflects the costs of abrupt resource reallocation and commitments made in reliance on the engagement.

3.4 Minimum Engagement Period

Some retainer agreements may include a minimum engagement period (e.g., three or six months) as specified in the SOW. If you cancel during the minimum engagement period, you may be responsible for the remaining fees under the minimum commitment, unless otherwise agreed in writing. Digital marketing campaigns require sustained effort and time to produce meaningful results, which is why minimum engagement periods are established.

3.5 Transition Support

Upon cancellation of a retainer engagement, Partnearn LLC will provide reasonable transition support, including: (a) transferring ownership and access to all accounts and assets managed on your behalf; (b) providing final performance reports and analytics; (c) delivering any work-in-progress and outstanding deliverables; and (d) providing documentation to facilitate the transition to a new provider or in-house team. Extended transition support beyond what is reasonable may be billed at our standard hourly rate.

4. Non-Refundable Items

The following fees and costs are non-refundable under all circumstances, unless Partnearn LLC determines otherwise at its sole discretion:

• Work already completed: Fees for services, labor, and deliverables that have been completed and delivered, including but not limited to completed designs, published content, launched campaigns, delivered code, and rendered video content
• Third-party costs: Any expenses incurred with third-party vendors and providers, including stock media licenses, font licenses, software subscriptions, premium plugins, domain registrations, hosting fees, SSL certificates, and similar procurement costs
• Advertising spend (ad spend): All advertising spend committed to or spent on third-party advertising platforms such as Meta Ads, Google Ads, TikTok Ads, LinkedIn Ads, Pinterest Ads, or any other paid media platform. Once ad spend has been submitted to or processed by the advertising platform, it is governed by that platform's refund policy and is beyond Partnearn LLC's control. We are not responsible for refunding any portion of advertising spend
• Consultation and strategy fees: Fees for strategic consultations, discovery sessions, audits, and strategy development that have been delivered or conducted
• Rush and expedite fees: Any additional charges for expedited or rush delivery timelines
• Non-refundable deposits: Project deposits as specified in the applicable SOW
• Custom asset production costs: Costs incurred for custom photography, videography, illustration, 3D modeling, or other bespoke creative production

We will always provide transparent documentation of non-refundable costs and will clearly communicate these before they are incurred, to the extent reasonably possible.

5. How to Request a Refund

To request a refund or cancellation, please follow these steps:

You may also contact us by mail at: Partnearn LLC, 30 N Gould St, Ste R, Sheridan, WY 82801, United States.

6. Refund Processing Timeframe

Once a refund has been approved, it will be processed within the following timeframes:

• Credit card refunds: Refunds to the original credit or debit card will be processed within five to ten (5-10) business days. The refund may take an additional three to five (3-5) business days to appear on your statement, depending on your card issuer and financial institution.
• ACH/Bank transfer refunds: Refunds via ACH or bank transfer will be processed within five to ten (5-10) business days. Processing times may vary depending on your bank.
• Wire transfer refunds: Refunds for payments originally made by wire transfer will be returned via wire transfer within ten to fifteen (10-15) business days. Wire transfer fees, if any, may be deducted from the refund amount.
• Check refunds: In rare cases, refunds may be issued by check and mailed to your address on file. Allow fifteen to twenty (15-20) business days for delivery.

All refunds will be issued to the original payment method used for the transaction unless otherwise agreed in writing. Partnearn LLC is not responsible for delays caused by payment processors, banks, or financial institutions.

If you have not received your refund within the timeframes described above, please first check with your bank or credit card company, as processing times may vary. If you have confirmed with your financial institution and still have not received the refund, please contact us at support@partnearn.com.

7. Partial Refunds for Partially Completed Work

When a project is cancelled after work has commenced but before completion, a partial refund may be issued based on the following methodology:

7.1 Calculation Method

The refund amount will be calculated by subtracting the following from the total amount paid: (a) the value of work completed, determined on a pro-rata basis or by actual hours expended at our standard hourly rates; (b) any non-refundable deposit; (c) any third-party costs incurred or committed; and (d) any applicable cancellation or early termination fees.

7.2 Work Valuation

For projects billed on a fixed-fee basis, the value of completed work will be determined by the percentage of the project scope that has been completed, as assessed by Partnearn LLC in good faith. For projects billed on an hourly or time-and-materials basis, the value will be based on the actual hours worked at the agreed-upon rates. We will provide a detailed breakdown of the calculation upon request.

7.3 Deliverable Handover

If a partial refund is issued, you are entitled to receive all completed deliverables for which you have paid. Work-in-progress deliverables may be provided in their current state at Partnearn LLC's discretion. Source files and editable formats will be provided only for fully paid and completed portions of the project, in accordance with our intellectual property terms.

7.4 Examples

To illustrate how partial refunds are calculated, consider the following scenarios:

• Website Development: A $10,000 website project with a $5,000 deposit. If the client cancels after the design phase (estimated at 40% of the project), the client would owe $4,000 for completed work. Since the $5,000 deposit exceeds this amount, a $1,000 refund may be issued.
• Branding Package: A $6,000 branding package with a $3,000 deposit. If the client cancels after receiving initial logo concepts (estimated at 30% of the project), the client would owe $1,800 for completed work. Since the $3,000 deposit exceeds this amount, a $1,200 refund may be issued.
• Media Buying Setup: A $2,500 campaign setup fee. If $500 in third-party ad platform costs have been incurred and 60% of the setup work is complete, the client would owe $1,500 for work plus $500 for third-party costs. The refund would be $500.

These examples are for illustrative purposes only. Actual refund calculations will be based on the specific circumstances of each engagement and the terms of the applicable SOW.

8. Service Quality Concerns

At Partnearn LLC, we stand behind the quality of our work and strive for client satisfaction on every engagement. Before requesting a refund due to dissatisfaction with service quality, we encourage you to:

• Communicate your concerns to your dedicated account manager or project lead as early as possible
• Utilize the revision rounds included in your engagement (most projects include two to three rounds of revisions)
• Provide clear, specific, and actionable feedback so we can address your concerns effectively
• Allow us a reasonable opportunity to remedy any issues before escalating to a refund request

If after exhausting the revision process you remain unsatisfied with the deliverables, we will work with you in good faith to reach a fair resolution, which may include additional revisions, credit toward future services, a partial refund, or other mutually agreeable arrangements.

9. Dispute Resolution

If you disagree with our refund decision, we encourage the following escalation process:

9.1 Internal Review

You may request a review of the refund decision by sending a written appeal to support@partnearn.com with the subject line "Refund Appeal." Include any additional information or documentation that supports your position. A senior member of our team who was not involved in the original decision will review the appeal and respond within ten (10) business days.

9.2 Good-Faith Negotiation

If the internal review does not resolve the dispute, both parties agree to attempt to resolve the matter through good-faith negotiation for a period of thirty (30) days before pursuing any other remedies.

9.3 Mediation and Arbitration

If the dispute remains unresolved after good-faith negotiation, either party may submit the dispute to binding arbitration in accordance with the dispute resolution provisions in our Terms of Service. Arbitration shall be conducted in accordance with the rules of the American Arbitration Association in Sheridan County, Wyoming.

9.4 Credit Card Chargebacks

We strongly encourage you to contact us directly to resolve any billing disputes before initiating a chargeback with your credit card company. Filing a chargeback without first attempting to resolve the issue with us may be considered a breach of these terms. We will cooperate with any legitimate chargeback investigation and provide all relevant documentation to the payment processor. If a chargeback is filed and subsequently resolved in Partnearn LLC's favor, you may be responsible for any fees or penalties incurred by Partnearn LLC as a result of the chargeback process.

10. Force Majeure and Exceptional Circumstances

In the event that Partnearn LLC is unable to perform services due to circumstances beyond our reasonable control (force majeure events), including but not limited to natural disasters, pandemics, government actions, internet outages, cyberattacks, or other unforeseeable events, we will make reasonable efforts to resume services as soon as practicable. If a force majeure event prevents performance for more than sixty (60) days, either party may terminate the engagement, and any refund will be calculated based on the work completed prior to the force majeure event.

11. Modifications to This Policy

Partnearn LLC reserves the right to modify this Refund and Cancellation Policy at any time. When we make material changes, we will update the "Last Updated" date at the top of this page and, where reasonably practicable, notify active clients via email. The version of this Policy in effect at the time of your purchase or engagement shall apply to that specific transaction or service period.

We encourage you to review this Policy periodically. Your continued use of our services after any modifications constitutes your acceptance of the updated Policy.

12. Contact Information

If you have any questions about this Refund and Cancellation Policy, need to submit a refund request, or wish to discuss a billing concern, please contact us:

Our team is available Monday through Friday, 9:00 AM to 6:00 PM Mountain Standard Time (MST), excluding federal holidays. We aim to respond to all inquiries within two (2) business days.