Refund Policy

This Refund Policy describes Skyes Over London LC’s baseline refund standards for services and deliverables. Specific refund rules and regulations for your engagement are defined in your attached SOW/Deliverables (Statement of Work and deliverable schedule) and will control in the event of any conflict.

Last updated: January 11, 2026 Applies to: Service work, deliverables, retainer work Refund Requests: SkyesOverLondonLC@solenterprises.org
Priority Rule: Your signed agreement and your attached SOW/Deliverables define your project’s refund eligibility, time windows, milestone gates, and any non-refundable components.

Key Definitions

  • “SOW/Deliverables” means your attached Statement of Work, milestone list, deliverable schedule, and any project-specific refund terms.
  • “Milestone” means a defined checkpoint in your SOW where work is reviewed and accepted (or revised).
  • “Client Delay” means missing required inputs, approvals, access, or information beyond stated timelines, or any delay that pauses execution.
  • “Third-Party Costs” means non-Skyes purchases such as software subscriptions, domain purchases, hosting, paid ads, vendor fees, filing fees, or pass-through services.
Service-Specific Terms Control.

Because Skyes Over London LC performs multiple categories of work (strategy, digital services, operations support, procurement, etc.), refund windows and eligibility can vary by project and are defined in your SOW/Deliverables.

Baseline Refund Rules (General Standard)

Unless your SOW/Deliverables state otherwise, the following baseline rules apply:

Situation Rule Outcome
Before work begins If a request is made before any work is started and before resources are allocated, we may issue a refund minus any non-refundable items, processing fees, and third-party costs already incurred. Eligible for partial refund
After work begins Once work begins, refunds are assessed based on work completed, time allocated, and milestones delivered. Completed work, completed milestones, and reserved capacity are generally not refundable. Prorated review (case-by-case)
Milestone delivered If a milestone deliverable has been delivered for review, the remedy is revision within the scope defined in the SOW, not a refund, unless the SOW explicitly provides otherwise. Revision in-scope
Client Delay / missing inputs Refunds are not provided for delays caused by missing access, missing approvals, missing required content, or paused timelines due to client non-response. If a project is paused, time reserved and work already performed remain billable. Not eligible
Cancellation If you cancel, refunds (if any) are limited to the unused portion of fees after subtracting completed work, committed time blocks, and non-refundable items as defined in the SOW/Deliverables. Unused portion only
Quality concern If you believe work does not meet the documented scope, you must notify us in writing and provide specific issues. Our standard remedy is correction or revision consistent with the SOW/Deliverables. Correction / revision
Important: If your SOW/Deliverables includes specific milestones, revision rounds, acceptance criteria, non-refundable deposits, or specific refund windows, those terms override this baseline standard.

Non-Refundable Items

Unless your SOW/Deliverables states otherwise, the following categories are typically non-refundable:

  • Third-Party Costs: domains, hosting, SaaS subscriptions, software licenses, ad spend, filing fees, vendor costs, and other pass-through purchases.
  • Completed Work: work product already delivered, drafts produced, analysis performed, setup completed, or time blocks consumed.
  • Reserved Capacity: time blocks reserved for your project that prevented us from accepting other work (as defined in your agreement).
  • Custom Deliverables: bespoke documents, templates, designs, builds, and tailored assets made specifically for your project.
  • Rush / Priority Fees: expedited timelines and priority allocation fees.
Service Variation:

Depending on the project category (e.g., procurement coordination, operational support, marketing assets, web builds), non-refundable components may be expanded or narrowed by your attached SOW/Deliverables.

How to Request a Refund

To request a refund review, email SkyesOverLondonLC@solenterprises.org with the subject line: “Refund Request — [Project Name]”.

Include these details:
  • Project name and the date of purchase/engagement
  • The attached SOW/Deliverables (or the version number/date)
  • Reason for request (specific and factual)
  • Which milestone or deliverable is involved
  • Any supporting documentation (screenshots, emails, notes)
What happens next:
  • We confirm your SOW/Deliverables refund terms
  • We assess completed work, milestones, and third-party costs
  • We determine eligibility and any applicable deductions
  • We issue a written resolution or propose corrective steps

If a refund is approved, it will be issued to the original payment method when possible. Processing fees, payment processor charges, and third-party costs may be deducted where applicable.

Chargebacks, Payment Disputes & Bad-Faith Claims

We encourage clients to contact us first so we can resolve concerns quickly using the scope and remedies in the SOW/Deliverables.

Dispute Handling:

If a chargeback or dispute is filed, we may pause work and access to deliverables while the dispute is pending. We will provide documentation showing work performed, milestones delivered, approvals obtained, communications, and applicable contract terms.

Fraudulent chargebacks, misrepresentation, or attempts to retain delivered work while demanding refunds may be treated as a breach of agreement and may result in collection activity or legal remedies as permitted by law and your contract.

Contact

Questions about this policy or your SOW/Deliverables refund terms:

Reminder:

Specific refund rules and regulations can be found in your attached SOW/Deliverables according to the project. If you need a copy of your SOW/Deliverables referenced in your engagement, request it by email.