1. Scope
This policy describes our standard approach to billing, cancellation and refunds. Where a signed proposal or statement of work sets different terms for your engagement, that document takes precedence over this page.
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Refund & Cancellation Policy
Clear terms on billing cycles, notice periods, pauses and refunds — so there are no surprises at the end of an engagement.
Last updated: July 1, 2026
2. Retainers and monthly services
Ongoing retainers are billed in advance for each service month. Because the team is scheduled and work begins at the start of the cycle, fees for a month already in progress are not refundable once delivery has started.
3. Project and fixed-scope work
Fixed-scope projects are typically invoiced as an initial deposit with the balance tied to agreed milestones. Deposits reserve production capacity and are non-refundable, but any unused milestone fees for work not yet started can be returned or credited.
4. Advertising spend
Media budget paid directly to advertising platforms is separate from our management fees. Unspent budget stays with the platform and is refunded or reallocated according to that platform's own terms, not by us.
5. Cancellation notice
Either party may end an ongoing engagement with 30 days' written notice. During the notice period we complete work in flight, deliver outstanding assets and run a structured handover so nothing stalls after we step away.
6. Pausing an engagement
A retainer can be paused once per twelve months for up to 60 days by written request, subject to capacity when you resume. Pauses are intended for genuine business interruptions rather than as a substitute for cancellation.
7. Requesting a refund
Send refund requests to hello@krausgroupmarketing.com with your invoice number and the reason for the request. We review each request individually and respond within five business days; approved refunds are returned via the original payment method.
8. Late payment
Invoices are due on the terms stated on the invoice. We may pause delivery on materially overdue accounts after written notice, and we will always tell you before any work is paused.
9. Resolving disagreements
If you are unhappy with a deliverable, contact us before initiating a chargeback. Most concerns are resolved quickly through a revision or a scope conversation — reach us at hello@krausgroupmarketing.com or +1 (959) 249-0422.