Refund & Cancellation Policy

01Nature of our services

Our Services are bespoke professional services. When you engage us, we reserve time, decline other work, and begin researching your opportunity and drafting tailored content for you. Much of the value we deliver is in the strategy, writing, and revision effort that takes place throughout an engagement rather than only at final delivery. This policy reflects that reality.

02Engagement agreement controls

The specific fees, deposit, milestones, and payment schedule for your engagement are set out in your proposal, statement of work, or order confirmation ("Engagement Agreement"). Where that agreement contains refund or cancellation terms specific to your project, those terms apply in addition to, and where they conflict, in place of, the general terms in this policy.

03Deposits

Most engagements begin with a deposit, which secures your place in our schedule and authorizes us to begin work. Unless your Engagement Agreement states otherwise, the deposit is non-refundable once work has commenced, because it covers the time we set aside for you and the initial strategy and research effort we undertake at the start of a project.

04Cancellation by you before work begins

If you cancel an engagement after confirming it but before we have begun any work, you may request a refund of amounts paid, less any non-refundable deposit and any third-party costs already incurred on your behalf. Please notify us in writing as soon as possible so that we can release the reserved time.

05Cancellation by you after work begins

If you cancel after we have begun work, the amount due or refundable is based on the proportion of the engagement completed at the point of cancellation. We will account for the work performed, including strategy, research, drafting, and revisions delivered up to that point, and:

• If you have paid more than the value of the work performed, we will refund the difference, less any non-refundable deposit;
• If the value of the work performed exceeds the amount paid, the balance for that work becomes due;
• Any drafts or materials produced up to the cancellation point are governed by our Intellectual Property Policy and are typically released upon settlement of amounts due.

06Template library purchases

Proposal template products are delivered in digital form. Because they are made available for immediate use upon delivery, template purchases are generally non-refundable once access or files have been provided. If you experience a technical problem accessing a template you have paid for, contact us and we will work to resolve it promptly.

07Deadline-driven and live-RFP work

Work tied to a fixed external submission deadline involves compressed schedules and reserved time at short notice. For this reason, cancellations of deadline-driven engagements after work has begun are subject to the proportional approach above, and deposits for such work are non-refundable. We strongly encourage you to confirm internal approvals and the availability of required information before commissioning deadline-driven work.

08Cancellation by us

We may, in rare circumstances, need to end an engagement — for example, where required information is not provided, where timelines become unworkable, where payment terms are not met, or where continuing would be unlawful or improper. If we cancel an engagement for reasons that are not attributable to your breach of the Terms, we will refund amounts paid for work not yet performed. If we cancel because of your breach or non-cooperation, refunds are handled under the proportional approach above.

09No guarantee of outcome

Fees are charged for the professional preparation of your proposal, response, template, or strategy — not for any particular result. We do not offer refunds on the basis that a proposal was not shortlisted, selected, or awarded, because award decisions rest entirely with the issuing organization and depend on factors outside our control. This is explained further in our Service Disclaimer and Proposal & RFP Disclaimer.

10Revisions versus refunds

Our process includes an agreed number of revision rounds so that we can refine deliverables to meet the brief. If you are not satisfied with a draft, our first step is always to use the revision process to address your feedback. Requests for refunds based on dissatisfaction will be considered only after the agreed revision process has been used in good faith.

11How to request a refund or cancellation

To request a cancellation or refund, please contact us in writing using the details below and include your name, company, the engagement concerned, and the reason for your request. We aim to acknowledge requests promptly and to resolve them fairly and within a reasonable time. Approved refunds are issued using the original payment method where practicable.

12Changes to this policy

We may update this Refund & Cancellation Policy from time to time. The "Last updated" date above reflects the most recent revision. The policy in effect at the time you confirm an engagement governs that engagement unless we agree otherwise in writing.

13Contact

If you have questions about deposits, cancellations, or refunds, please contact us using the details below before or during your engagement, and we will be glad to clarify how this policy applies to your situation.