Clear expectations for every engagement.

Scope and agreement priority

This policy applies to services purchased directly from Burnett Consulting LLC. A signed proposal, statement of work, service agreement or order may include project-specific payment, cancellation or refund terms. If those terms conflict with this policy, the signed agreement controls to the extent permitted by law.

Payments are considered earned as services are performed, milestones are completed, time is reserved or non-cancellable expenses are incurred.

Monthly and recurring services

Monthly marketing, advertising-management, content and related recurring services are generally billed in advance. Unless a signed agreement states otherwise, cancellation requires written notice at least 30 days before the next renewal or billing date.

• Cancellation prevents future renewals after the applicable notice period.
• Fees for a billing period that has already started are not prorated or refunded.
• Work may continue through the paid service period, subject to the agreement and client cooperation.
• Unused meetings, revisions, content allotments or service capacity do not roll over or create a cash credit unless agreed in writing.

Projects and custom work

Website development, branding, campaign setup, strategy and other fixed-scope or custom projects may require a deposit or milestone payments. Deposits reserve production capacity and are generally non-refundable after work has begun or time has been reserved.

• Completed and approved milestones are non-refundable.
• Delivered strategy, research, concepts, copy, designs, files or other digital work are non-refundable.
• If a client cancels mid-project, amounts due for completed work, reserved time and committed expenses remain payable.
• Any unused prepaid balance will be reviewed against the completed scope, cancellation terms and non-cancellable commitments.

Advertising and third-party costs

Advertising spend and charges from platforms, software vendors, domains, hosting companies, stock-media providers, printers, contractors or other third parties are governed by those providers' terms. Burnett Consulting cannot refund amounts paid to or committed with a third party unless that provider returns the funds to us.

Agency management fees, setup fees and rush fees are separate from third-party costs and become non-refundable as the related work or reserved service period begins.

When a refund may be available

A refund or account credit may be considered when:

• A duplicate or incorrect charge is confirmed.
• Burnett Consulting received payment for work it did not perform and is not contractually entitled to retain.
• Burnett Consulting agrees in writing that a refund or credit is the appropriate resolution.
• Applicable law requires a refund.

When a concern relates to work quality or an omission within the agreed scope, Burnett Consulting may first be given a reasonable opportunity to correct, revise or complete the work.

Performance and results

Marketing performance depends on factors outside any agency's control, including market conditions, competition, platform changes, client pricing, sales follow-up, budget and customer demand. Unless expressly guaranteed in a signed agreement, dissatisfaction with leads, traffic, rankings, revenue, return on ad spend or another business outcome does not by itself create a right to a refund.

How to request a review

Send cancellation notices and refund or billing-review requests to contact@burnettconsultinggroup.com. Include the business name, invoice or project reference, payment date, amount and a clear explanation of the request.

Billing concerns should be raised promptly, preferably within 15 days after the invoice or charge is received. We will review the agreement, work completed and committed expenses. Approved refunds are generally returned to the original payment method within 10 business days, although a bank or payment processor may require additional time.

If we end the engagement

If Burnett Consulting ends an engagement, the client remains responsible for services performed and authorized expenses incurred through the effective termination date. When we hold prepaid funds for services that will not be performed and are not otherwise earned or non-refundable under the agreement, the unearned portion will be refunded or credited as appropriate.

Legal rights

Nothing in this policy limits any non-waivable right or remedy available under applicable law. Clients may contact us before initiating a payment dispute so we have an opportunity to review and resolve the issue, but doing so does not waive any legal or cardholder rights.

We may update this policy for future purchases and engagements. The effective date above identifies the current version.

Contact us

Questions, cancellation notices and refund requests may be sent to Burnett Consulting LLC: