Refunds &
Cancellations

Section 01

Overview & Philosophy

69 Kelvin operates on a high-velocity, resource-intensive delivery model. When you book a Sprint, our team immediately begins blocking out capacity, onboarding your project, conducting research, configuring tools & committing senior-level talent exclusively to your engagement. This commitment of resources begins the moment payment is confirmed & the Sprint clock starts.

Because of this model, our refund policy is necessarily strict. This is not to be punitive - it is a reflection of the real & immediate costs incurred when a Sprint is activated. We believe in complete transparency about these economics so that Clients can make fully informed decisions before engaging.

We strongly encourage every prospective Client to:

• Read the SOW thoroughly before signing;
• Ensure internal stakeholder alignment before booking;
• Ask all questions during the scoping call - not after payment;
• Confirm budget approval & readiness to move before initiating payment.

Our team is always happy to answer pre-engagement questions. Once a Sprint begins, refunds are governed strictly by the terms below.

Section 02

General No-Refund Policy

All fees paid to 69 Kelvin are generally non-refundable. This includes:

• Upfront Sprint fees (whether full payment or deposit installments);
• Any add-on fees agreed in the SOW;
• Rush-handling premiums, if applicable;
• Fees for additional revision rounds beyond the included allocation;
• Retainer fees once the billing period has commenced.

This policy exists because 69 Kelvin provides a Custom Service, not a product. Every Sprint involves significant human capital - strategy, design, development, SEO implementation, analytics configuration - that is invested directly into your project & cannot be recovered or resold once work has begun.

Section 03

Refund Exceptions

While our general policy is non-refundable, we recognize that exceptional circumstances exist. The following scenarios qualify for consideration of a full or partial refund:

Exception A - Pre-Kick-Off Cancellation

If you cancel in writing before the Sprint Kick-Off (i.e., before we have received completed onboarding materials & initiated any work), a full refund minus a 10% administration fee will be issued. This window typically exists for no more than 48 hours after payment is received, as onboarding begins promptly.

Exception B - 69 Kelvin Failure to Deliver

If 69 Kelvin fails to deliver any agreed Deliverable within a materially extended timeline (more than 7 business days beyond the agreed Sprint window) & this delay is solely attributable to 69 Kelvin (not to Client delays, missing Client Content, or scope changes), you are entitled to:

• A proportional partial refund corresponding to the undelivered Deliverables; or
• A Sprint extension at no charge to complete the outstanding work.

You must submit a written request for this remedy within 10 business days of the original Sprint end date.

Exception C - Material Misrepresentation

If 69 Kelvin materially misrepresented the scope, capabilities, or nature of the Services prior to your engagement & this misrepresentation was a primary factor in your decision to engage, you may submit a claim for review. Such claims will be assessed case by case & must be submitted within 14 days of Sprint completion.

Exception D - Double-Charge or Payment Processing Error

If a payment processing error results in a duplicate charge or incorrect billing, we will issue a full refund of the erroneous amount within 5 business days of confirmation of the error. Please contact us immediately with payment records if this occurs.

Section 04

Cancellation by Client

You have the right to cancel an engagement at any time. However, the financial treatment of your cancellation depends entirely on how far into the Sprint the cancellation occurs. Cancellation does not automatically entitle you to a refund - it triggers the cancellation fee schedule outlined in Section 05.

To initiate a cancellation, you must submit a written cancellation notice to billing@69kelvin.com with the subject line: SPRINT CANCELLATION - [YOUR COMPANY NAME]. Verbal cancellations communicated during calls are not valid - all cancellations must be in writing.

Upon receipt of your written cancellation notice, 69 Kelvin will:

1. Acknowledge your cancellation within 1 business day;
2. Pause all active work on your Sprint;
3. Compile & deliver all Deliverables completed up to the cancellation date in their current state ("Work-in-Progress Handoff");
4. Issue a final accounting of fees owed or credits applicable per Section 05.

The Work-in-Progress Handoff is provided as a courtesy. 69 Kelvin makes no warranty that partially completed Deliverables are functional, production-ready, or suitable for any particular purpose.

Section 05

Cancellation Timeline & Fee Schedule

The following fee schedule applies to all Client-initiated cancellations. "Day 0" refers to the Sprint Kick-Off date - the day all onboarding materials have been received & confirmed & active work has begun.

Before Day 0 (Pre-Kick-Off)

Full refund minus a 10% admin fee to cover payment processing, scoping time & administrative overhead already expended.

Day 0 – Day 3 (Early Sprint)

A 40% cancellation fee applies. You will receive a refund of 60% of the total fee paid. At this stage, strategy, discovery & foundational design work have already been completed.

Day 4 – Day 7 (Mid Sprint)

A 65% cancellation fee applies. You will receive a refund of 35% of the total fee paid. The majority of development, design & implementation work is in progress or completed.

Day 8 – Day 14 (Late Sprint)

No refund. The engagement is in its final stages & substantially all work has been completed. No portion of the fee is refundable.

Post-Sprint (After Day 14)

No refund. The Sprint is concluded. All Deliverables have been produced & delivered. No refunds are available after Sprint completion regardless of circumstances, except as outlined in Section 03.

Section 06

Sprint Pause Requests

We understand that business priorities can shift unexpectedly. Rather than canceling an engagement, Clients may request a Sprint Pause under the following conditions:

• Eligibility: Sprint Pause requests are considered on a case-by-case basis & must be submitted in writing. Not all pauses can be accommodated, as 69 Kelvin team capacity is pre-allocated.
• Maximum Pause Duration: A Sprint may be paused for a maximum of 14 calendar days. After 14 days, the Sprint is considered active again regardless of Client readiness & timelines resume.
• One Pause Per Sprint: Each Sprint engagement is eligible for a maximum of one pause.
• No Refund on Pause: A Sprint Pause does not entitle the Client to any refund or fee reduction. It is a courtesy extension of the working window only.
• Pause After Day 7: Sprint Pause requests submitted after Day 7 will not be approved. At this stage, work is too far along to meaningfully pause without disrupting delivery quality.

To request a pause, email hello@69kelvin.com with the subject: SPRINT PAUSE REQUEST - [YOUR COMPANY NAME]. We will confirm or deny the pause request within 1 business day.

Section 07

Cancellation by 69 Kelvin

69 Kelvin reserves the right to cancel an engagement under the circumstances listed in Section 11 of our Terms & Conditions. In the event that 69 Kelvin initiates a cancellation, the following refund structure applies:

Pre-Kick-Off Cancellation by 69 Kelvin:

A full refund of all fees paid will be issued within 7 business days with no deductions or penalties applied to the Client.

Mid-Sprint Cancellation by 69 Kelvin (for cause):

If 69 Kelvin cancels mid-Sprint due to a material breach of our Terms by the Client (e.g., abusive conduct, non-payment, provision of fraudulent information), no refund will be issued. All fees paid are forfeited & a Work-in-Progress Handoff will be provided at 69 Kelvin's discretion.

Mid-Sprint Cancellation by 69 Kelvin (for no fault of Client):

In rare circumstances where 69 Kelvin must cancel due to force majeure, key personnel emergency, or company restructuring - through no fault of the Client - a full proportional refund will be issued corresponding to the Deliverables not yet completed. The refund calculation will be based on the agreed fee breakdown in the SOW.

In all cases where 69 Kelvin cancels, the Client will receive written notice with a clear explanation and, where applicable, a refund calculation within 5 business days.

Section 08

Disputed Deliverables

If you believe a Deliverable does not meet the agreed specifications in the SOW, you must follow this process before any refund or re-work request will be considered:

1. Raise the Issue in Writing: Submit a written dispute to hello@69kelvin.com within 5 business days of receiving the Deliverable. The dispute must reference specific line items in the SOW that were not fulfilled & provide clear, documented examples of the shortfall.
2. 69 Kelvin Review: We will review the dispute & the SOW within 3 business days & provide a written response. If the shortfall is confirmed, we will offer a revision at no charge or a partial credit at our discretion.
3. Resolution Window: Any agreed revisions will be completed within 5 business days of the written resolution.
4. Escalation: If the dispute is not resolved within 15 business days, either party may escalate to the dispute resolution procedure outlined in Section 13 of our Terms & Conditions.

A Deliverable is considered "accepted" & the dispute window closed upon any of the following: (a) your written approval; (b) 5 business days passing without written objection; or (c) your deployment or publication of the Deliverable.

Section 09

Refund Process

When a refund is approved under any of the qualifying scenarios described in this policy, the following process applies:

• Refund Method: Refunds are issued via the same payment method used for the original transaction (e.g., if paid via Stripe, refunded to the same card; if paid via bank transfer, refunded to the originating account).
• Processing Time: Approved refunds are initiated within 7 business days of written approval. Bank processing times may add an additional 3–10 business days depending on your financial institution & location.
• Currency: Refunds are issued in US Dollars (USD) regardless of any currency conversions applied by your bank. 69 Kelvin is not responsible for currency exchange rate differences or bank-imposed conversion fees.
• Payment Processing Fees: Stripe & wire transfer fees incurred on the original transaction are non-refundable & will be deducted from the refund amount where applicable. Typically this is 2.9% + $0.30 for card transactions.
• Partial Refunds: Where a partial refund is approved, 69 Kelvin will issue a detailed calculation showing how the refund amount was determined, broken down by Deliverable category as listed in the SOW.

To initiate a refund request, contact us at billing@69kelvin.com with your SOW reference number, payment confirmation & a description of the applicable exception.

Section 10

Retainer & Recurring Plans

For Clients on post-Sprint retainer arrangements or recurring monthly plans, the following cancellation terms apply:

• Cancellation Notice: A minimum of 30 days' written notice is required to cancel a retainer or recurring plan. Notice must be sent to hello@69kelvin.com.
• Current Billing Period: Fees for the current billing period at the time of notice are non-refundable. The 30-day notice period begins from the date written notice is received & confirmed by 69 Kelvin.
• Minimum Commitment: Retainer engagements carry a minimum initial commitment period as specified in the SOW (typically 2–3 months). Early termination within the minimum commitment period is subject to an early termination fee equal to the remaining months' retainer fees.
• Work Delivered During Notice Period: 69 Kelvin will continue delivering all contracted services at full quality during the 30-day notice period. Retainer fees during this period are non-refundable.
• Automatic Renewal: If no written cancellation notice is received before the renewal date, the retainer automatically renews for the next billing cycle & the associated fee becomes immediately due.

Section 11

Force Majeure

Neither party shall be held liable for delays or failures in performance resulting from events beyond their reasonable control ("Force Majeure Events"), including but not limited to: natural disasters, pandemics, government-imposed lockdowns, acts of war or terrorism, widespread internet outages, extended power grid failures, or other extraordinary circumstances.

In the event of a Force Majeure Event affecting 69 Kelvin's ability to deliver Services:

• We will notify you in writing within 48 hours of the triggering event;
• The Sprint timeline will be extended by a period equal to the duration of the Force Majeure Event, plus a 3-business-day recovery buffer;
• If the Force Majeure Event persists for longer than 21 consecutive days, either party may terminate the engagement in writing. In this case, 69 Kelvin will refund a proportional amount corresponding to Deliverables not yet completed.

Force Majeure provisions do not apply to financial hardship, change of business strategy, investor disputes, or any other circumstance that could have been reasonably foreseen & planned for at the time of engagement.

Section 12

Contact

For all cancellation requests, refund inquiries, dispute submissions, or billing questions, please contact us via the channels below. We aim to be fair, responsive & transparent in all financial matters.

Response time: Within 2 business days for all billing & cancellation inquiries. We do not process verbal cancellations - all cancellation & refund requests must be in writing.

If you have a concern that has not been addressed through our standard channels, you may escalate to our dispute resolution process as described in Section 13 of our Terms & Conditions.