Cancellation & Refund Policy
Last Updated: September 8, 2026
1. Purpose of This Policy
This Cancellation & Refund Policy explains how Redthorne LLC handles cancellations, rescheduling, refunds, credits, and service changes for our Organizational Stability Assessment, post-assessment consulting, Business Seal Verification, and related client work. Our services involve reserved time, custom preparation, confidential intake, employee participation materials, analysis, reporting, and business-specific recommendations. Because much of this work begins before a final report or meeting is delivered, refund eligibility depends on the stage of the engagement when the cancellation request is received.
2. Assessment Purchases and Project Start
For the Organizational Stability Assessment, work is considered started once Redthorne has begun any client-specific setup, including project planning, invoice processing, assessment configuration, employee-facing materials, Typeform or survey preparation, scheduling, data intake, workbook preparation, reporting setup, or other customized work for the client. Once work has started, payments are generally non-refundable except as stated in this policy or in a separate signed client agreement.
3. Cancellation Before Work Begins
If a client cancels before Redthorne has begun any client-specific work, the client may request a refund within 7 calendar days of payment. Approved refunds may be reduced by non-recoverable payment processing fees or other third-party fees already incurred. If a separate signed agreement sets a different cancellation period or refund rule, that agreement controls.
4. Cancellation After Work Begins
After client-specific work begins, fees are non-refundable to the extent they cover work already performed, time reserved, materials prepared, data collected, analysis completed, reporting created, administrative setup, or third-party costs incurred. If a project is cancelled after work begins but before all services are completed, Redthorne may, at its discretion, provide a partial credit toward future services instead of a refund. Credits are not guaranteed, have no cash value, and must be used within 6 months unless otherwise stated in writing.
5. Assessment Launch, Employee Participation, and Data Collection
Once an assessment has been launched, employee links have been distributed, responses have been collected, or employee participation has begun, assessment fees are non-refundable. This protects the confidentiality and integrity of the process and recognizes that Redthorne has already reserved capacity, configured the assessment, supported participation, and begun handling client-specific information.
6. Delivered Reports, Findings, and Recommendations
Payments are non-refundable once Redthorne has delivered or shared a report, findings summary, Business Seal determination, consulting recommendation, written analysis, presentation, or other substantive work product. Redthorne does not guarantee a particular seal result, business outcome, employee response rate, leadership decision, retention result, revenue result, or implementation outcome.
7. Consulting Sessions and Scheduled Meetings
Consulting sessions, review meetings, discovery calls connected to paid work, implementation support, and other scheduled services require at least 24 hours’ notice to cancel or reschedule unless a different period is stated in a signed agreement. Missed meetings or cancellations with less than 24 hours’ notice may be billed in full or deducted from prepaid consulting time. Redthorne may waive this requirement in reasonable emergencies at its discretion.
8. Business Seal Verification
Business Seal Verification fees are non-refundable once Redthorne has begun review, evidence evaluation, verification setup, directory preparation, badge or listing preparation, or other seal-related work. Approval is not guaranteed. If a business does not qualify for a Business Seal, the fee paid covers Redthorne’s review and verification process, not a guaranteed designation.
9. Technical Issues and Service Interruptions
If a technical issue caused by Redthorne or one of Redthorne’s configured systems materially prevents delivery of the purchased service, the client must notify Redthorne promptly. Redthorne will make reasonable efforts to correct the issue, extend access, reschedule the affected work, reissue materials, or provide a service credit where appropriate. Refunds for technical issues are not automatic and will be evaluated based on the nature of the issue, the work already completed, and whether the service can reasonably be corrected or completed.
10. Client Delays, Incomplete Information, and Project Pauses
Client delays, failure to provide requested information, internal scheduling delays, low employee participation, leadership changes, or a client’s decision not to continue do not automatically create refund eligibility. If a client needs to pause an active project, Redthorne may hold the project open for a reasonable period when operationally feasible. Additional fees may apply if a paused project requires rework, reconfiguration, updated materials, or renewed analysis.
11. No Refunds for Change of Mind or Internal Business Decisions
Redthorne’s services are built around custom diagnostic work and reserved professional capacity. Refunds are not provided because a client changes direction, decides not to use the findings, disagrees with the findings, receives an unfavorable or unexpected result, chooses not to implement recommendations, experiences internal disagreement, or no longer wants the service after work has begun.
12. How to Request a Cancellation, Credit, or Refund Review
Requests must be sent in writing to hello@redthorneroots.com and should include the client name, service purchased, invoice or payment reference if available, the reason for the request, and the date the request is made. Redthorne will review requests in good faith and may ask for additional information before making a determination. Any approved refund will be returned to the original payment method where possible. Processing times may vary based on the payment provider.
13. Relationship to Client Agreements
If a signed Client Engagement Agreement, Master Service Agreement, Statement of Work, invoice term, or written project agreement contains cancellation, refund, payment, or termination terms that differ from this policy, the signed or service-specific terms control for that engagement.
14. Contact Us
If you have questions about this policy, need to request a cancellation, or want a refund or credit request reviewed, please contact Redthorne LLC at hello@redthorneroots.com.