Legal
Refund Policy
How refunds, cancellations and pauses work across our retainers, projects and workshops.
Effective · July 2026
Scope
This policy describes our standard position on refunds and cancellations. The binding terms for any engagement are set out in the individual agreement between you and the relevant Heiter Group entity for your market; where that agreement differs, it prevails.
Monthly retainers
Retainers are billed monthly in advance and can be cancelled with 30 days' written notice, effective at the end of the current billing cycle. Fees for a cycle already in progress are non-refundable because the team and media commitments for that month are already reserved. You keep everything delivered up to the cancellation date.
Project work
Project engagements (for example website builds) are billed in milestones. If you cancel mid-project, completed and in-progress milestones are payable; any milestone not yet started is refunded in full. Deposits secure a delivery slot and are credited against the first milestone rather than refunded.
Workshops & training
For AI Enablement and other fixed-date programs, cancellations more than 14 days before the start date are refunded in full; within 14 days we will reschedule you to the next cohort or issue a 50% credit, since materials and trainer time are committed by then.
Ad spend & third-party costs
Media spend paid to platforms (Meta, Google and others) and other third-party costs are pass-through and governed by those providers' own refund rules. Our management fee covers the work performed and is treated like the retainer or project fees above.
Governing law
These policies reflect the general position of the Heiter Group worldwide; the governing law for any engagement is that of the Heiter entity you contract with in your market. These terms are read alongside your individual agreement, which prevails where it differs.
How to request a refund
Submit your request through our contact page, including your account name and the details of your request. We aim to acknowledge within 2 business days and to resolve eligible refunds within 14 days, to the original payment method. Taxes are refunded in line with the applicable regulations for your market.