This policy explains how cancellations and refund requests are handled for Falcon Main Limited professional services.
Project services
For project-based services, clients may cancel before work starts and receive a refund of amounts paid, less any payment processing costs and any non-refundable third-party costs already incurred. Once work has started, fees for work already performed, allocated resources, delivered materials and committed costs are non-refundable.
Monthly retainers
Monthly retainers can be cancelled by written notice according to the agreed notice period. Unless otherwise agreed, cancellation takes effect at the end of the current billing period. Retainer fees already paid for the active billing period are non-refundable once services have started.
Setup fees
Setup fees are non-refundable once onboarding, configuration, research, account setup, tracking setup, creative briefing or other setup work has started.
Exceptional refunds
We may consider partial refunds where a service was not delivered materially in line with the agreed scope and the issue cannot be reasonably corrected. Refund decisions are made case by case and must be requested in writing.
How to request a refund or cancellation
Send your request to info@falconmainltd.com with your company name, invoice number, payment date and reason for the request. We aim to respond within 5 business days.
Refund method
Approved refunds are normally returned to the original payment method where possible. Processing times may depend on banks, payment providers and card schemes.