Fixed-scope projects
- Before kickoff — cancel any time before the kickoff session for a full refund of amounts paid, less any non-recoverable payment-processing fees.
- After kickoff — you may cancel with written notice. We invoice for work completed and third-party costs already incurred up to the notice date, and refund any prepaid balance beyond that within 7–10 business days.
- Completed milestones and delivered work are non-refundable.
Monthly retainers
- Retainers may be cancelled with 30 days’ written notice; the notice period is billed normally.
- The current month’s fee is non-refundable once the month’s work has begun.
- Any prepaid months beyond the notice period are refunded in full.
Third-party costs
Costs we incur on your behalf with third parties (advertising spend, software licences, domains, hosting) are governed by those providers’ terms and are refundable only to the extent the provider refunds us.
How refunds are processed
Approved refunds are issued to the original payment method within 7–10 business days of approval. Depending on your bank or card issuer, the amount may take additional days to appear on your statement.
If something went wrong
If a deliverable does not match the agreed scope, tell us within 14 days of delivery and we will remediate it at no cost. If we cannot remediate within a reasonable time, you are entitled to a pro-rata refund for that deliverable.
How to request a cancellation or refund
Email contact@genvora.net from the address associated with your engagement, including your company name and invoice number. We acknowledge requests within one business day and resolve them within seven.