Refund & Cancellation Policy

This policy applies to all professional services supplied by BIGBRO LLC to business clients, including monthly retainers, fixed-scope projects, advisory sessions and licensed materials.

Our services are business-to-business and are performed by people over time. Refunds are therefore assessed on the basis of work performed and costs committed, rather than on a fixed cooling-off period. Consumer cancellation rights do not apply to business engagements.

Where a signed Services Agreement contains different refund terms, that agreement prevails over this page to the extent of any conflict.

Retainers are billed monthly in advance and reserve delivery capacity for the coming month. Either party may terminate a retainer with thirty (30) days' written notice, effective at the end of the notice period.

Fees for a month already commenced are not refundable once work has begun in that month, because capacity has been allocated and cannot be resold at short notice. Any prepaid months that have not commenced are refunded in full.

Unused hours or scope within a month do not roll over unless expressly agreed in writing, and are not exchangeable for a credit or refund.

Where a retainer is paused by mutual agreement rather than terminated, prepaid fees are held as a credit for up to six (6) months and applied against future invoices.

Projects are invoiced in instalments tied to defined milestones set out in the statement of work.

If a project is cancelled, milestones already completed and any work in progress on the current milestone are payable on a pro-rata basis, calculated by reference to hours recorded and third-party costs committed. Prepaid amounts for milestones that have not commenced are refunded within fourteen (14) days.

Deposits secure a delivery slot and cover mobilisation, discovery and planning work. Deposits are non-refundable once the kick-off has taken place, but are credited in full against the project fee.

Deliverables remain the property of BIGBRO LLC until all amounts due for them are paid in full.

Single sessions, audits and workshops may be rescheduled at no charge with at least forty-eight (48) hours' notice.

Cancellations made less than forty-eight (48) hours before the scheduled time, and no-shows, are charged in full because the time cannot be reallocated.

Where a written audit or report has already been prepared and delivered, the fee is non-refundable.

Templates, frameworks, dashboards and other digital materials are licensed under our EULA and are delivered immediately on payment.

Because these items are supplied in digital form and cannot be returned, fees for them are non-refundable once access has been provided, except where the material is materially defective and we are unable to correct the defect within a reasonable period.

The following costs are committed on your behalf and are never refundable once incurred, irrespective of the outcome of the engagement.

• Advertising and media spend placed on your accounts or funded by us on your instruction.
• Software, tooling and subscription fees purchased for the engagement.
• Product samples, prototypes, tooling, certification, laboratory testing and inspection fees.
• Freight, duties, customs charges, warehousing and fulfilment costs.
• Photography, video production, talent, licensing and other production costs.
• Payment processing and currency conversion fees applied by financial institutions.

Refunds are not issued in the following circumstances, which reflect matters outside our control or work already performed.

• Commercial results falling short of expectations, where the agreed scope has been delivered.
• Delay or non-delivery caused by the client failing to provide access, approvals, assets, information or payment.
• Change of strategic direction, internal reorganisation or loss of internal sponsorship on the client side.
• Suspension, restriction or closure of client accounts by a marketplace, advertising network, payment processor or bank.
• Termination by BIGBRO LLC for client breach, including non-payment, unlawful conduct, deceptive advertising claims or abusive behaviour towards our team.

Send refund requests in writing to info@bigbrollc.com, including the invoice number, the engagement reference, the amount requested and the reason.

We acknowledge requests within three (3) business days and provide a written determination within fifteen (15) business days, together with a statement of work performed and costs committed.

Approved refunds are issued to the original payment method within fourteen (14) days of approval. Bank or processor fees and currency fluctuations are borne by the client.

Where a deliverable does not meet the agreed specification, our first remedy is correction. We will re-perform the affected work at no additional cost within a reasonable period.

If re-performance is not practical, we may issue a service credit against future invoices. A refund is considered only where neither correction nor credit is an appropriate remedy.

Please raise any invoice dispute within fifteen (15) days of the invoice date by emailing info@bigbrollc.com with the specific line items in question. Undisputed portions of the invoice remain payable on their original due date.

We will review the dispute, provide supporting records and respond in writing. Both parties agree to attempt resolution in good faith before initiating any formal proceeding.

Initiating a chargeback or payment reversal without first following this process is a breach of the Services Agreement. We reserve the right to suspend work, retain deliverables, recover the disputed amount together with associated fees, and pursue collection.

Refunds are calculated net of taxes already remitted to a tax authority where those amounts cannot be recovered, and are made in the currency of the original invoice.

Where an account carries overdue amounts, any approved refund is first applied against the outstanding balance and only the remainder, if any, is returned.

We may update this policy from time to time. The version in force at the date of your Services Agreement governs that engagement, and the effective date shown alongside this document indicates the current published version.