Refund and Cancellation Policy

1. Scope of this policy

This Refund and Cancellation Policy explains how cancellations and refunds work for the professional services provided by Racimo LLC (“Racimo”). It forms part of, and should be read together with, our Terms and Conditions.

No physical goods. Racimo provides professional, human-delivered services only. We do not sell or ship physical products, so there are no shipments, returns, or exchanges of goods. References to “refunds” below relate solely to fees paid for services.

2. Nature of our services

Our services are custom, professional engagements scoped individually for each Client in a written Engagement Agreement. Once work begins, our team commits time, expertise, and third-party arrangements to your engagement. For this reason, fees are tied to work performed and commitments made, as described below.

3. Cancellation by the Client

• Before work begins. If you cancel a confirmed engagement in writing before any work has started, you are entitled to a refund of amounts paid, less any non-recoverable third-party costs already incurred on your behalf and any non-refundable setup fee stated in your Engagement Agreement.
• After work begins (project-based engagements). If you cancel after work has started, fees for services already performed up to the cancellation date are non-refundable. Any prepaid amount for work not yet performed will be refunded, less non-recoverable third-party costs.
• Recurring / retainer engagements. You may cancel a recurring engagement by giving the written notice stated in your Engagement Agreement (by default, 30 days before the next billing date). The current billing period is non-refundable; you will simply not be charged for periods after the notice takes effect.

4. Cancellation by Racimo

If Racimo cancels an engagement for reasons other than your breach of the Terms, we will refund any prepaid fees for services not yet performed. We are not responsible for any indirect or consequential loss resulting from such cancellation, as described in our Terms.

5. How to request a refund

To request a refund or cancel an engagement, email [email protected] from the contact address on file, including your company name, the engagement reference, and the reason for the request. We will:

• acknowledge your request within 5 business days; and
• if a refund is approved, process it within 10 business days of approval, to the original payment method used.

The time it takes for the refunded amount to appear depends on your bank or payment provider.

6. Non-refundable items

The following are generally non-refundable:

• fees for services already performed;
• non-recoverable third-party costs incurred on your behalf (e.g. paid media, vendor or partner fees, travel);
• setup or onboarding fees expressly stated as non-refundable in the Engagement Agreement.

7. Chargebacks

If you believe a charge is incorrect, please contact us first so we can resolve it quickly. Initiating a chargeback without contacting us may delay resolution. We reserve the right to dispute chargebacks that are inconsistent with this policy or with a signed Engagement Agreement.

8. Contact