01 · What this covers
This Refund Policy applies to fees paid by clients of Clyvonna LLC under a signed Statement of Work ("SOW") and the Terms of Service. It does not apply to pass-through costs (third-party media spend, talent fees, licensing, software subscriptions) which are owed to the third party that issued the invoice.
02 · The 14-day window
If you are a new client and you are not satisfied with the work in the first fourteen (14) days of your first retainer, we will refund the portion of the first month's fee that corresponds to work not yet performed.
This is a goodwill window — designed to let new partners turn back if the fit is wrong — not an open-ended trial. It applies only to your first month with us. Subsequent months, and any later engagements, are governed by the cancellation rules in Section 5.
03 · How to request a refund
Send an email to billing@clyvonna.com within the 14-day window. Include:
- The name of the engagement (as it appears on the SOW).
- The invoice number you are referring to.
- A short note on what did not work — useful for us, not required to qualify.
We do not require you to fill in a form. A plain email is enough.
04 · Processing & timing
We process eligible refunds within 5–7 business days of receiving the request. Refunds are returned to the original payment method — wire to the originating account, card credit to the original card. Bank-side clearing can add a few additional business days for international wires.
You will receive a confirmation email when the refund is sent, with a reference number for your reconciliation.
05 · Cancellation, not refund
After the first 14 days, the way you stop work is to cancel, not to claim a refund. Under our Terms (Section 9), either party may end the engagement with thirty (30) days' written notice. During the notice period, we deliver in full and invoice for the period as scoped.
Already-rendered work is not refundable after the 14-day window. We have spent the time; the fee covers the time.
06 · What's not refundable
- Pass-through costs — paid media, talent, licensing, software. Owed to the third party that issued the invoice.
- Work performed before the refund request — pro-rated as "delivered work" and excluded.
- Out-of-pocket production expenses already incurred under an approved budget (location fees, equipment hire, travel that has been booked).
- Retainers older than the 14-day window on the first invoice. After the window closes, cancellation rules apply (see Section 5).
07 · Chargebacks & disputes
If you have a billing concern, write to billing@clyvonna.com first. We will respond within two (2) business days and we will treat the dispute as commercial, not adversarial.
We ask you not to initiate a chargeback through your card issuer before contacting us, since chargebacks freeze a portion of the agency's working capital regardless of the merits and create downstream friction we both pay for. We have never lost a chargeback dispute; we would rather solve the issue directly.
08 · Contacting us
Refund or billing questions go to billing@clyvonna.com. For commercial or strategic questions about the engagement itself, use the contact on your SOW.
Clyvonna LLC
5249 North Park Place NE, NUM 5945
Cedar Rapids, IA 52402 · USA