We want every client to be confident working with us. This policy explains how deposits, cancellations, and refunds work. The specific terms of your engagement are set out in your signed proposal or Master Services Agreement, which controls if it differs from this page.
1. Custom services
Our work — AI automation, app development, web design, SEO, and lead generation — is custom, labor-based professional service. Because we begin allocating time and resources as soon as a project starts, fees are generally non-refundable once work has begun, except as described below.
2. Deposits and milestones
Most projects require a deposit to reserve your start date, with the balance billed at agreed milestones or on a schedule. Deposits secure our team’s time and are non-refundable once the project has been scheduled and work has commenced.
3. Monthly and retainer services
Ongoing services (such as SEO, marketing, automation management, and support retainers) are billed monthly in advance. You may cancel with the notice specified in your agreement (typically 30 days). Fees for the current billing period are non-refundable, and you will not be charged for periods after the notice period ends.
4. Cancellations before work begins
If you cancel a project before we have begun work, we will refund any amounts paid, less any non-refundable deposit and any third-party costs already incurred on your behalf (for example, software, ad spend, stock assets, or licenses).
5. Third-party costs
Amounts paid to third parties on your behalf — advertising spend, software subscriptions, hosting, domains, licenses, and similar — are non-refundable once incurred.
6. Our satisfaction commitment
If you are unhappy with our work, tell us. We will make reasonable revisions within the agreed scope to get it right. We stand behind our work and will always try to find a fair resolution.
7. Chargebacks
Please contact us first to resolve any billing concern before initiating a chargeback. Filing a chargeback without contacting us may result in suspension of services.
8. Contact
Questions about billing or this policy? Email info@lavafocus.com or call 916-860-0111.