Cadence Advisors Group LLC ("Cadence") offers advisory services on a fixed-fee or retainer basis. This Refund Policy describes the circumstances under which we will refund fees paid for those engagements. It applies in addition to the separately signed engagement agreement governing your engagement; where a signed engagement agreement is more specific, the engagement agreement controls.
Fixed-fee engagements
For fixed-fee engagements, you may request a full refund of fees paid within seven (7) calendar days of the engagement start date, provided that Cadence has not yet delivered a written deliverable, conducted more than one working session, or begun substantive research on your behalf. After the seven-day window, or once any of the above has occurred, fixed-fee engagements are non-refundable except as described in the Material non-performance section below.
Retainers
For monthly retainers, you may cancel for any reason with written notice. Fees for the current billing period are refunded on a pro-rated basis, calculated against the portion of the period during which you had access to our services and our team had not already performed substantive work. Pro-ration is computed daily, rounded up in your favor. Cancellation takes effect at the end of the day on which we receive written notice; you will not be billed for any subsequent billing period.
Material non-performance
If you believe Cadence has materially failed to perform under your engagement agreement, contact us in writing with a description of the issue. We will work with you in good faith for thirty (30) days to cure the issue. If the issue is not cured within that period, you may terminate the engagement and, at Cadence's reasonable determination, receive a pro-rated refund of fees paid for work not substantively performed.
How to request a refund
To request a refund, email billing@cadenceadvisors.com with the engagement name, invoice number, and a brief description of the reason. We acknowledge refund requests within two business days and process approved refunds within ten (10) business days back to the original payment method via our payment processor, Stripe, Inc. Your bank may take additional time to post the refund to your account.
Chargebacks
We ask that you contact us directly before initiating a chargeback. We will almost always resolve a legitimate issue faster than your card network will.
Questions
Questions about this policy should be directed to billing@cadenceadvisors.com.