Refund & Cancellation Policy

1. Overview

At Samuel Holley AI Consulting, we stand behind the quality of our services. This policy outlines our refund and cancellation terms for all consulting services, coaching sessions, and paid products.

Key Principle: We want you to be satisfied. If you're not happy with our services, let's talk and find a solution.

2. 100% First Session Guarantee

Eligibility:

• Applies to first-time clients only
• Must be claimed within 7 days of the session
• Valid for initial consultation or first coaching session
• Limited to one guarantee per client

How to Request:

Email sam@samuelholley.com with "First Session Refund Request" in the subject line. Include your name and session date. Refund processed within 5-7 business days.

3. Individual Session Cancellations

A. Rescheduling (24-Hour Notice)

• 24+ hours before session: Full reschedule OR refund (your choice)
• 12-24 hours before session: Reschedule only (no refund)
• Less than 12 hours: Session fee forfeited (exceptions for emergencies)

B. Emergencies

We understand life happens. In case of genuine emergencies (illness, family crisis, etc.), contact us immediately. We'll work with you to reschedule or issue a partial refund at our discretion.

C. No-Shows

If you fail to attend a scheduled session without prior notice, the session fee is forfeited. No refunds or rescheduling.

4. Monthly Retainer Cancellations

A. 30-Day Notice Required

Monthly retainer agreements require 30 days' written notice for cancellation. Cancellation takes effect at the end of the current billing cycle.

• Example: Cancel on October 10 → Service continues through November 10
• Written notice required (email acceptable)
• No prorated refunds for partial months

B. Early Termination

If you terminate a retainer agreement before the notice period ends, you remain responsible for payment through the notice period. Unused hours do not roll over after cancellation.

C. Pause Option

Need a break? You may pause your retainer for up to 60 days (once per year) without canceling. Contact us at least 7 days before your next billing date.

5. Business Project Refunds

A. Project-Based Work

Business projects (e.g., AI implementation, custom consulting) typically follow this payment structure:

• 50% upfront - Non-refundable deposit (covers planning and initial work)
• 50% upon completion - Refundable if deliverables not met (see below)

B. Refund Eligibility

Refunds for project work are available only if:

• Agreed-upon deliverables are not provided
• Work quality materially differs from scope
• Project is terminated by mutual agreement

C. What's Not Refundable

• Initial deposits (50% upfront payment)
• Work already completed
• Reimbursed expenses
• Custom deliverables already provided
• Intellectual property already transferred

D. Dispute Resolution

If you believe deliverables were not met, contact us within 14 days of project completion. We'll review the scope and work together to resolve the issue before considering refunds.

6. Digital Products & Downloads

A. No Refunds on Digital Products

Due to the nature of digital products (eBooks, templates, recorded trainings, etc.), all sales are final once accessed or downloaded.

B. Exceptions

• Technical issues preventing access (we'll fix or refund)
• Duplicate purchases (we'll refund the duplicate)
• Product materially different from description

7. Payment Method & Processing

A. Stripe Processing

All payments are securely processed through Stripe. Refunds are issued to the original payment method.

B. Refund Timeline

• Processing Time: 5-7 business days to approve refund
• Bank Posting: Additional 5-10 business days for funds to appear (depends on your bank)
• Total Time: Allow up to 14 business days for full refund

C. Currency & Fees

Refunds are issued in USD. If you paid in another currency, the refund amount may differ due to exchange rate fluctuations. We do not refund payment processing fees charged by third parties (e.g., international transaction fees).

8. Chargebacks

If you initiate a chargeback without first contacting us:

• Your access to services will be immediately suspended
• We will contest the chargeback with documentation
• You may be responsible for chargeback fees ($15-$100)
• Future service may be denied

Instead: Email sam@samuelholley.com to discuss any billing concerns. We'll work with you to find a fair resolution.

9. How to Request a Refund

Step-by-Step Process:

1. Email Us: sam@samuelholley.com with "Refund Request" in the subject line
2. Include:
   • Your name and email used for purchase
   • Date of purchase/service
   • Reason for refund request
   • Order number or invoice number (if available)
3. Response: We'll review your request within 2 business days
4. Approval: If approved, refund initiated within 5-7 business days
5. Notification: You'll receive email confirmation when refund is processed

10. Exceptions & Special Circumstances

A. Pro Bono/Free Services

Services provided at no cost (pro bono, free consultations, complimentary sessions) are not eligible for refunds but may be rescheduled with 24-hour notice.

B. Third-Party Products

If we recommend third-party tools or services (AI platforms, software, etc.), refund policies of those vendors apply. We are not responsible for third-party refunds.

C. Bundle Packages

Discounted bundles or package deals are refundable on a prorated basis for unused sessions, minus the discount applied to used sessions (calculated at regular pricing).

11. Our Commitment to Satisfaction

Our goal is your success. If you're ever dissatisfied with our services, we want to know. Before requesting a refund, please give us the opportunity to:

• Understand your concerns
• Offer alternative solutions
• Adjust our approach to better serve you
• Provide additional support or resources

Most issues can be resolved through communication. We're committed to making things right.

12. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

13. Questions?

Have questions about our refund or cancellation policy? We're here to help.