Refund & Cancellation Policy

Scope & Order of Precedence

Cross & Compass Ventures, LLC is a professional services firm. This Policy applies to consulting, website and digital services, marketing and business support, customer success and operational support, and venture development engagements.

Where a signed agreement, proposal, statement of work, or invoice (“Engagement Documents”) addresses refunds or cancellation for a specific engagement, those transaction-specific terms control, and this Policy governs anything they do not address. The full order of precedence is set out in the Terms & Conditions.

Submitting a request does not guarantee approval.

Consulting & Professional Services

Professional services involve reserved capacity and work performed. Fees for services already delivered are non-refundable.

If you cancel an engagement in progress, you remain responsible for:

• Work performed and hours delivered through the effective date of cancellation;
• Third-party and pass-through costs already incurred on your behalf (Section 6);
• Any cancellation or wind-down terms stated in the Engagement Documents.

Amounts prepaid and not yet earned, less the items above, will be refunded. We will provide a written summary of work performed and costs incurred supporting the calculation.

Deposits & Retainers

Deposits and retainers reserve capacity on our schedule and authorize the start of work.

Unless the Engagement Documents state otherwise:

• Deposits are applied against fees as work is performed;
• Deposits are non-refundable to the extent of work performed and third-party costs incurred as of the cancellation date;
• Any unearned balance is refunded under Section 8.

Retainer terms—including whether unused hours roll forward and how a partial month is handled on cancellation—are set in the applicable retainer agreement rather than by this Policy.

Software, Website & Digital Services

Website design, development, ecommerce, online tools, and digital-service engagements vary in structure. Depending on the engagement, work may be billed as a flat fee, on delivery, hourly, against defined milestones, or on a monthly retainer. The applicable Engagement Documents or invoice state which structure applies.

Refund requests are evaluated against work completed, deliverables accepted, work in progress, and third-party costs, licenses, and hosting already committed.

• Completed and accepted work is non-refundable.
• Where an engagement is milestone-based, accepted milestones are non-refundable and work in progress is billed at the proportion completed.
• Where an engagement is a flat fee or billed on delivery, cancellation before completion is settled based on the proportion of work performed and costs incurred as of the cancellation date.
• Where an engagement is billed hourly, hours worked through the cancellation date are payable.
• Domains, licenses, subscriptions, hosting, stock media, and advertising spend are non-refundable once purchased (Section 6).
• Where a deliverable has been submitted for approval and the review period stated in the Engagement Documents has passed without response, that deliverable is treated as accepted for purposes of this Policy.

Correction of Defects

Defects in delivered work are addressed through correction rather than refund.

If a client reports within thirty (30) days after delivery that a deliverable materially fails to conform to the written, agreed-upon specifications, we will use commercially reasonable efforts to correct the nonconformity without an additional professional-services fee.

This does not cover new requests, changed requirements, third-party platform, plugin, browser, or API changes, client modifications, compatibility issues arising after delivery, content or materials you supplied, or matters outside the agreed scope.

Where we are asked to repair work that stopped functioning because of changes made by you or another party after delivery, that work is billable at our standard rates rather than treated as defect correction.

Third-Party & Pass-Through Costs

Amounts paid to third parties on your behalf—including domain registration, hosting, software licenses and subscriptions, plugins and themes, stock media, integrations, application programming interfaces, and advertising spend—are non-refundable once incurred, regardless of the status of the surrounding engagement. Refunds for those items, if any, are governed by the third party's own policy.

Payment-processing fees may be non-refundable to the extent they are not returned by the payment provider and as permitted by applicable law.

How to Cancel

To cancel an engagement, send written notice through the contact form and select “Invoice or Billing Question,” or contact us directly using the information in Section 11. Include your name or organization, the engagement or invoice reference, and the requested effective date.

Cancellation is effective on the date we receive written notice, unless the Engagement Documents specify a notice period. We will confirm receipt, stop work as of the effective date except where an orderly wind-down is required, and provide a final accounting of work performed, costs incurred, and any balance due or refundable.

Refund Review, Method & Timing

Approved refunds are issued to the original payment method where practicable, subject to the procedures of the payment processor or payment service used. Some payment methods do not support automated refunds; where the original method is unavailable or impractical, we will arrange a reasonable alternative, such as a check or bank transfer to the paying party.

• We generally complete cancellation accounting within ten (10) business days after the effective cancellation date. Any approved refund is then initiated within ten (10) business days.
• Your bank or card issuer controls how quickly a processed refund appears on your statement, typically an additional five to ten business days.

We will provide a written explanation of any deduction, including pass-through costs and work performed.

Billing Errors & Duplicate Charges

Report a suspected billing error or duplicate charge through the contact form and select “Invoice or Billing Question.” Provide the invoice identifier, the date and amount of the charge, and enough information to investigate. Do not send full payment-card details through the website.

Confirmed billing errors and duplicate charges are refunded in full, without deduction, as promptly as the processor allows.

Chargebacks & Payment Reversals

If you believe a charge is incorrect, contact us before disputing it with your bank or card issuer. Most issues are resolved directly and faster than a formal dispute.

Nothing in this section limits rights available under applicable law or the rules of a card network, bank, or payment service. Before initiating a chargeback, ACH return, bank reversal, purchase-protection claim, or other payment dispute concerning services rendered or deliverables accepted, you agree to contact us and allow ten (10) business days for review and attempted resolution.

A dispute or reversal filed on amounts properly owed may be treated as a payment default under the Terms & Conditions, and we may pursue the amount owed together with reasonable collection costs.

Contact

Submit a refund or cancellation request through the contact form and select “Invoice or Billing Question,” or contact us directly.

Please include your engagement or invoice reference in all correspondence.