Refund & cancellation policy

Last updated August 28, 2026.

This policy applies to all services purchased from Heroup Digital LLC. It sits alongside our fulfillment and delivery policy and terms of service.

Strategy call deposit

Before a strategy call we take a deposit of $15, paid through Shopify’s secure checkout. It reserves a 30-minute slot and the preparation work we do beforehand. It is not a payment for the growth audit, which is free and remains free whether or not you pay a deposit.

• If you engage us, the deposit is deducted in full from your first invoice.
• If you decide not to proceed, we refund it in full, to the original card, normally within two working days. You do not need to give a reason.
• If we cancel or cannot help you, we refund it in full automatically.
• Rescheduling is free and unlimited; the deposit stays against your booking.

To request a refund, email hello@heroupdigital.net with the email address you used to pay.

1. Cancelling a monthly retainer

Retainers run month to month with no minimum term and no cancellation fee. To cancel, email support@heroupdigital.net from the address associated with the account.

We ask for one month's notice. That covers work already scheduled and in progress for the current period. In practice: notice given during a billing month means one further monthly charge, after which billing stops. We confirm every cancellation in writing and never require a reason.

2. Refunds — one-off services

For the Growth Audit:

• Full refund if you cancel before we have begun work — that is, before we have accessed your accounts or started the audit.
• Partial refund, at our discretion and proportionate to work completed, if you cancel mid-way.
• No refund once the audit document has been delivered and the consultation offered, since the service has then been fully performed.

3. Refunds — retainers

• The current month is generally not refundable once work in that month has begun, as the service is performed continuously.
• If you are charged after a valid cancellation, that charge is refunded in full without argument.
• If we have failed to perform materially in a given month, we refund that month in full. We would rather refund than have a client feel they paid for nothing.

4. Always refunded, no questions

Regardless of anything above, we refund in full where:

• a duplicate charge was taken;
• an incorrect amount was charged;
• a charge was made without the cardholder's authorisation;
• a charge was taken after cancellation;
• we decline the engagement after payment because we do not believe we can earn our fee.

5. How to request a refund

Email support@heroupdigital.net with the date, amount and invoice number. We acknowledge within two business days and process approved refunds within five business days, to the original payment method. Your bank may take a further 5–10 business days to post it.

6. Chargebacks

If you see a charge you do not recognise or believe is wrong, contact us before your bank. We can usually resolve it the same day, and a direct refund reaches you faster than a chargeback. We cooperate fully with card issuers and will not contest a genuine claim of unauthorised use.

7. No physical goods

We sell services only. Nothing is shipped, so no return or restocking terms apply.

8. Contact

support@heroupdigital.net
Heroup Digital LLC, 1380 Avenida Rincon, Apt 304, Santa Fe, NM 87506, United States