Last updated: September 29, 2026
This policy explains how cancellations and refunds work for services provided by Noostro LLC. It forms part of our Terms of Service. If an accepted proposal contains different terms, the proposal applies.
1. Proposals and quotes
Introductory calls and proposals are free. You pay nothing until you accept a proposal in writing and receive our invoice.
2. Projects
- Cancelled before work starts: if you cancel in writing before the kickoff date stated in the proposal, the deposit is refunded in full.
- Cancelled after work has started: we invoice the work completed up to the date of cancellation, calculated from the deliverables and effort set out in the proposal, plus any third-party costs already committed on your behalf. Any part of the deposit that exceeds this amount is refunded, and the completed work is delivered to you.
- After delivery: once a deliverable has been delivered and approved, or has been delivered and not disputed within 14 days, its fee is non-refundable.
3. Monthly retainers
- Retainers can be ended at any time with 30 days’ written notice, subject to any initial period stated in the proposal.
- Fees for a month that has already started are not refunded, and the work planned for that month is completed and delivered.
- If you have prepaid for a month that has not started when your notice period ends, that payment is refunded in full.
4. Advisory hours
Prepaid blocks of advisory hours are valid for 12 months from purchase. Unused hours can be refunded on written request within that period, at the hourly rate stated in the proposal, less any discount received for purchasing the block.
5. If something goes wrong
If a deliverable does not match what was agreed in the proposal, tell us in writing within 14 days of delivery. We will correct it at no additional cost. If we are unable to deliver what was agreed, we will refund the fees paid for the affected deliverable.
If we cancel an engagement for reasons that are not caused by you, we refund all fees paid for work not yet delivered.
6. Non-refundable items
- Advertising spend, which you pay directly to the platforms and which is governed by their own terms.
- Third-party costs committed on your behalf with your approval, such as licences, subscriptions or printing.
- Payment processing and international transfer fees charged by banks or payment providers, where they cannot be recovered.
7. How refunds are paid
Refunds are made to the original payment method (bank account, card or PayPal account) within 10 business days of our written confirmation. The time for the money to appear on your statement depends on your bank or payment provider.
8. Disputes
If you are unhappy with a charge, please contact us before opening a dispute with your bank or payment provider. Most issues can be resolved quickly by email, and we will always answer in writing.
9. How to request a cancellation or refund
Write to contact@noostro.com with your company name, the invoice number and the reason for your request. We acknowledge every request within two business days.