Refund + Rescheduling Policy
Last Updated: 04.08.2026
The Brand Arc is a focused, high-touch studio. Every session, deliverable, and retainer is planned with intention so I can give each client my full attention. This policy is here to make expectations clear on both sides — not to create friction, but to protect the quality of the work and the time we’ve both committed to it.
Single Strategy Session [90 minutes)]
Strategy sessions are reserved time that I prepare for in advance based on your pre-work. Because of that, sessions are non-refundable once booked.
Pre-work is required. Pre-work is your responsibility and directly determines the depth of what we can accomplish together. Arriving without it doesn’t pause or forfeit your session — but it will limit the work.
You’re welcome to reschedule your session once, as long as you give at least 72 hours’ notice before your scheduled time. After that, I’m not able to offer additional reschedules for that session. If something comes up after your reschedule has been used, you’re always welcome to book a new session at a future date.
If you need to cancel within 72 hours of your session, the session is not refundable. If you miss your session without notice, it’s considered a no-show and the session is forfeited.
If you arrive late, we’ll still wrap at the originally scheduled time.
If I need to cancel for any reason, you’ll have the choice of a full refund or priority rescheduling.
Strategy Sessions [Series of 3]
The three-session series is designed to be used as a cohesive arc of work. Because of that, the full package is non-refundable once purchased.
All sessions must be used within six months of your purchase date. Any sessions not used within that window are forfeited.
Each session follows the same 72-hour reschedule policy. Within a series, I may be able to offer additional flexibility if something unexpected comes up, but that depends on my availability and isn’t something I can guarantee in advance.
If a session is missed without notice, that session is forfeited and the remaining sessions continue as scheduled.
If I need to reschedule a session, I’ll prioritize your availability at no additional cost. If I’m unable to complete the series due to unforeseen circumstances, you’ll receive a pro-rated refund for any unused sessions.
Done-for-You Deliverables
Deliverable-based work is non-refundable once purchased. These projects require dedicated time for research, analysis, and production that begins as soon as your intake is received.
Work begins once your completed intake materials are submitted. If intake isn’t received within seven business days of purchase, the timeline pauses — but the agreement itself remains in place.
If I’m unable to complete your deliverable due to unforeseen circumstances on my end, you’ll have the option of a full refund or rescheduling the work.
Monthly Retainers
Retainers are governed by your signed Master Services Agreement (MSA) and Statement of Work (SOW). This section is a general reference.
In most cases, retainers require 30 days’ written notice to cancel after any minimum commitment period has been fulfilled. If a retainer is ended early within a minimum term, any remaining payments within that term are still due.
If you’d like to pause a retainer, that requires written agreement from both sides so we can ensure continuity and capacity are handled properly.
Digital Products
All digital products and companion guides are final sale. Once access has been delivered, refunds are not available.
If you run into any issues accessing your purchase, email me directly at hello@thebrandarc.com and I’ll take care of it.
Payment Plans
If you choose a payment plan, you’re agreeing to complete all scheduled payments.
Payment plans aren’t subscriptions and don’t cancel automatically. If a payment is missed, work may be paused until the account is brought current. The remaining balance is still owed under the original agreement.
Questions?
If anything here feels unclear, ask before booking. You can reach me at hello@thebrandarc.com.
This policy is a general reference and works alongside any signed client agreement, which takes precedence where applicable.