Refund Policy

Refunds, Cancellations and Rescheduling

Plans change, and we would rather agree on the rules now than argue over them later. Below you will find when you get money back, when you can move a date and what you receive in return.

You receive a full refund when you cancel in writing before we start work. After work begins, we refund the balance once we deduct the hours already delivered and any third-party costs we paid on your behalf, such as ad spend, platform fees and software licences. We approve eligible refunds within 5 business days and send them to your original payment method within 7 business days of approval.

Cancellations and date changes need 7 days’ written notice. A change inside that window carries a rescheduling fee of 10% of the affected service fee, and we cannot always hold your original slot. If we cancel a service or an event, you choose between a new date and a full refund of the unused portion.

Delivery, Scope and Your Role in the Work

Once the money question is settled, the next one is what you get and when. We confirm deliverables, milestones and timelines in writing before any work starts. Late approvals or missing materials can delay a project, so we flag any risk to the schedule as soon as we see it and agree a new date with you.

You supply briefs, brand assets, guest lists and approvals on the agreed dates, and you confirm that you own or hold permission to use everything you send us. Each package includes 2 rounds of revisions. Requests outside the agreed scope, such as extra deliverables or a new target audience, receive a separate quote before we begin.

One named contact manages your account, and we reply to messages within 2 business days by email or on a scheduled call. Our PR and marketing work improves your chances of coverage, engagement and sign-ups. We cannot guarantee media placements, search rankings, follower growth or sales, because editors, algorithms and audiences make those decisions.

Virtual Events, Ownership, Confidentiality and Complaints

Virtual events run on third-party platforms, so we cannot refund outages or connection problems outside our control, and we will help you reschedule when a platform failure ends a session early. Final files and event assets become yours when you pay your invoice in full. We keep our working methods, templates and unused drafts. Your briefs and data stay confidential, and we handle personal data under our Privacy Policy. Email support@heartstouchllc.com with any complaint, and we will acknowledge it within 2 business days and propose a fix within 7 business days. Disputes we cannot resolve go to arbitration under the Arbitration and Conciliation Act, 1996, Tell us early, and we will work on a fix with you.