No Refund Situations: There are a few situations where refunds will generally not be provided:
Due to the intangible and instant-access nature of digital products, we generally do not offer unconditional refunds once a digital product has been accessed or downloaded. When you purchase a digital item from us, you receive immediate value (access to knowledge or content that cannot be “returned”). However, we want you to be satisfied with your purchase:
- Change of Mind after Access: If you purchased a digital product and downloaded/accessed it, and then simply changed your mind or decided it wasn’t what you wanted (but it was as described), we typically will not refund in this case (outside of EU 14-day rule as noted). We encourage customers to review product descriptions, previews, or ask questions prior to purchase.
- Late Cancellation of Service: If a service deliverable was already completed or is nearly complete, a cancellation at the tail end may not result in a refund. For instance, trying to cancel a marketing campaign a day before it ends will not be practical. We expect timely communications.
- Breach of Terms: If we terminated your access to a product or service due to a violation of our Terms of Use or policies (for example, abusive behavior, or sharing a paid digital product illegally), you are not entitled to a refund for any unused portion due to the breach.
- Partial Non-utilization: If you purchased a bundle or subscription and simply didn’t use all the features or content, that alone isn’t grounds for a refund. (However, we welcome feedback if something was underutilized, to see if we can assist or improve the offering.)
Services (Digital Marketing Services, Consulting, Subscriptions):
For services provided by Empathy First Media (such as SEO services, marketing campaigns, consulting sessions, etc.), cancellations and refunds are handled as follows:
- If you request a cancellation before we have begun any work or delivered any insights, we can offer a full or partial refund as appropriate. For instance, if you cancel within 24 hours of purchase and we have not started the project, a full refund will be granted.
- If work has already commenced, any refund would be prorated. We may deduct fees for work already completed or non-recoverable expenses incurred by us up to the point of cancellation. We will be transparent about what portion of the fee is non-refundable based on work delivered. You will receive any work product completed up to cancellation.
- If a project includes specific milestones or deliverables, and you are dissatisfied with intermediate results, please communicate with us. We will make good faith efforts to address your concerns. If after revisions or discussions you still wish to terminate the project, we will negotiate in good faith a fair resolution, which may include a partial refund for undelivered milestones.
Consulting Calls or Strategy Sessions: If you booked a one-on-one consulting session or call:
- To cancel or reschedule, please provide at least 24 hours’ notice. With 24+ hours notice, we can reschedule at no cost or issue a refund if you cannot reschedule.
- If you cancel with short notice (less than 24 hours) or miss the appointment, we reserve the right to charge for the session (or count it against any package hours) as we likely could not fill that slot. We will try to reschedule in good faith, but no-show appointments may not be refunded.
- If we have to cancel or reschedule (due to an emergency on our side), we will do our best to notify you promptly and offer alternative times or a refund if rescheduling is not possible.
By making a purchase on our Site, you acknowledge that you have read and agree to this Refund and Cancellation Policy. This policy is designed to be compliant with applicable consumer protection laws and to build trust with our customers.