Refund & Cancellation Policy

 Effective August 2026

1. All Sales Are Final

All HeartFelt Promos packages, add-ons, custom services, and invoice-based services are nonrefundable from the time payment is made.

HeartFelt services are custom, personalized, and reserved specifically for each client. Payment secures your place in our production schedule and commits time and resources to your project.

Refund eligibility does not depend on whether production has begun, whether specific deliverables have been completed, or whether the service period has started.

Once payment has been received, the sale is final.

2. No Prorated Refunds

HeartFelt Promos does not provide prorated refunds for partially used quarterly packages, monthly services, custom packages, or add-ons.

This includes, but is not limited to, situations where a client:

• decides to cancel partway through a service period
• changes their marketing direction
• changes publisher, branding, or release plans
• decides not to use completed materials
• requests a new workflow or new restrictions after the service period has begun
• becomes uncomfortable with promotional materials after work has already been performed
• chooses not to approve, post, or publish completed materials

3. Cancellation of Future Renewals

Clients may cancel future renewals at any time before the next service period begins.

Cancellation of a future renewal stops the next billing cycle only. It does not entitle the client to a refund for the current active package or service period.

4. Active Package Cancellation

If a client chooses to end the relationship during an active package or service period, HeartFelt Promos reserves the right to either:

• continue performing the contracted services through the end of the paid term, or
• complete and deliver the remaining contracted materials directly to the client, if the client requests that posting or public promotion stop

In either case, no prorated refund will be issued for the unused portion of the service period.

5. Client Refusal to Use Completed Work

If HeartFelt completes promotional materials, written content, graphics, videos, review requests, contests, or other contracted work, and the client chooses not to use, publish, approve, post, or distribute that work, this does not create a right to a refund.

The client’s decision not to use completed work does not change the fact that the custom service has been performed. 

6. Unused Deliverables Are Not Service Credits

Package deliverables are provided as part of the specific service package purchased and do not have a separate cash or credit value.

If a client chooses not to use, approve, publish, post, or receive a particular deliverable included in their package, that unused deliverable:

• does not create a refund or prorated refund
• does not create a credit toward another HeartFelt Promos service
• cannot automatically be exchanged for a different service, project, or deliverable
• cannot be carried forward as monetary value toward a future package

HeartFelt may agree to substitute one deliverable for another at its sole discretion, but any substitution must be approved by HeartFelt in writing before the work begins.

Requests for services outside the scope of the purchased package, including website redesigns, major website projects, additional content creation, or other separately priced services, will be quoted separately.

7. Approval-Based Workflows

For clients using an approval-based workflow, HeartFelt will provide the revision and approval process described in the applicable package or agreement.

If a client declines to approve materials, requests replacement materials, or chooses not to use completed work, refund rights do not arise unless specifically agreed to in writing.

Revision limits, replacement limits, and approval terms are governed by the specific package or service agreement.

8. Third-Party and Licensed Assets

Any paid stock photos, mockups, music, video clips, templates, software fees, ad spend, or other third-party licensed assets purchased for a client are nonrefundable.

If HeartFelt purchases third-party assets on a client’s behalf, those costs remain the client’s responsibility whether or not the client later chooses to use the finished materials.

9. Delays Caused by the Client

HeartFelt is not responsible for refunds due to delays caused by the client, including but not limited to:

• failure to provide needed information or assets
• delayed responses
• delayed approvals
• changes in direction after work has begun
• changes in release plans or promotional strategy
• refusal to approve completed materials

Such delays do not pause or extend the service period unless HeartFelt agrees to do so in writing.

10. Custom Packages and Invoice Clients

This Refund & Cancellation Policy applies not only to website package purchases, but also to custom packages, referral clients, invoice clients, and private service agreements unless otherwise stated in writing.

Payment of an invoice, renewal payment, or purchase of a HeartFelt package constitutes acceptance of this policy.

11. Chargebacks and Payment Disputes

Clients who have concerns about services or billing are encouraged to contact HeartFelt Promos directly first so that the matter can be addressed professionally.

If a payment dispute or chargeback is initiated after work has already been performed, HeartFelt reserves the right to provide the payment processor or financial institution with documentation of the service agreement, communications, completed work, and delivery of services.

12. Exceptions

Any exception to this policy must be agreed to by HeartFelt Promos in writing.

A one-time courtesy accommodation, if ever offered, does not create an ongoing policy or obligation to provide refunds in the future.

13. Policy Acceptance

By purchasing, renewing, or paying for any HeartFelt Promos package, add-on, or custom service, the client acknowledges that they have read, understood, and agreed to this Refund & Cancellation Policy.