Refund and Cancellation Policy

Effective date: August 21, 2026
Last updated: August 21, 2026

This Refund and Cancellation Policy applies to services purchased from RNR Digital Media Group, LLC ("RNR," "we," "us," or "our") on or after the effective date above. A separate written proposal, statement of work, invoice, order form, or signed agreement may contain additional or different terms. If there is a conflict, the signed agreement or accepted proposal controls, followed by the invoice or order form, and then this Policy.

1. Acceptance of This Policy

By accepting a proposal or quote, paying an invoice, purchasing a service, authorizing RNR to begin work, or continuing to receive services after being provided a link to this Policy, the client ("Client" or "you") acknowledges that they have reviewed and accepted this Policy.

2. Written Cancellation Required

All cancellation and refund requests must be submitted in writing to info@rnrmediagrp.com. A cancellation is effective only when received and acknowledged in writing by RNR. Verbal requests, missed meetings, revoked access, inactivity, non-use of services, or stopping communication do not constitute cancellation and do not pause or extend a service term.

3. When Services Are Considered Initiated

Services are considered initiated when any of the following first occurs: RNR reserves staff or production capacity for the engagement; performs research, strategy, planning, design, development, configuration, account setup, auditing, consultation, or project management; attends a kickoff or working meeting; requests or reviews materials or access for the engagement; or creates or delivers any draft, preview, recommendation, report, campaign, code, configuration, or other work product.

4. General Refund Rules

Unless a written agreement expressly states otherwise:

• Fees are prepaid and are not refundable merely because the Client changes direction, closes or pauses a business, experiences financial difficulty, hires another provider, does not use the available services, fails to provide requests or feedback, or no longer wishes to continue.

• Any started service month or 30-day service period is charged in full and is not prorated by day.

• Discounts are conditioned on completion of the purchased term. If an early cancellation is eligible for any refund, services already provided will first be recalculated at RNR's standard, undiscounted rate in effect when the engagement began. The value of any discount, bonus period, complimentary work, credit, or promotion may be deducted from the potential refund.

• Approved refunds are reduced by completed work, committed or reserved capacity, non-cancelable obligations, third-party costs, reimbursable expenses, and any outstanding balance owed to RNR.

• Refunds are never calculated solely by dividing the total payment by the number of calendar days, months, tasks, requests, deliverables, or hours in an engagement.

• No refund will exceed the amount actually paid to RNR for the affected service.

5. Quarterly Retainers (Three-Month Terms)

Quarterly retainers are three-month capacity commitments and are not month-to-month services.

The Client acknowledges that quarterly pricing is offered in exchange for a firm three-month commitment and that RNR allocates personnel, declines or limits other work, performs onboarding, and reserves production capacity in reliance on that commitment. The parties agree that the losses resulting from an early cancellation—including displaced work, staffing and scheduling costs, onboarding, and unused reserved capacity—are difficult to calculate precisely. The day-31 non-refundability rule is therefore a material pricing and capacity-allocation term and is intended as reasonable compensation for that commitment, not as a penalty.

Cancellation during the first 30 calendar days

If RNR receives a written cancellation request within the first 30 calendar days of the retainer term, RNR will calculate any potential refund by first deducting:

1. The entire first 30-day service period, charged at the standard, undiscounted monthly rate;

2. Any discount, promotional credit, bonus period, or complimentary work applied to the purchase;

3. Any completed work, additional authorized work, third-party expense, or other amount owed that is not already covered by the first-period charge; and

4. Any non-cancelable cost or commitment incurred for the engagement.

Only a positive balance remaining after these deductions is eligible for refund.

Cancellation on or after calendar day 31

Beginning on calendar day 31, the entire quarterly retainer payment is non-refundable, regardless of the reason for cancellation. This includes, without limitation, cancellation caused by dissatisfaction, a change in strategy or personnel, lack of participation, failure to submit requests or materials, failure to provide or maintain required access, business closure, financial hardship, a decision to stop marketing or development, hiring another provider, or the Client's belief that the services were underused.

If the Client asks RNR to stop work before the scheduled end of the quarterly term, RNR will stop as reasonably practical, but the request does not create a refund, credit, rollover, or extension. Unless the Client instructs RNR to stop immediately, RNR will remain available to provide covered services through the scheduled end of the paid term, subject to the Client providing timely requests, decisions, materials, approvals, and access.

6. Retainers Longer Than Three Months

Cancellation and refund terms for six-month, annual, or other extended retainers are governed first by the accepted proposal, invoice, order form, or agreement for that engagement. If those documents do not state a different cancellation rule, the 30-day calculation and non-refundability provisions in Section 5 apply.

Retainer fees compensate RNR for ongoing availability, planning, account familiarity, prioritization, and reserved production capacity. They are not a guarantee that the Client will submit a particular number of requests or use a particular number of hours. Unused time, capacity, or services do not roll over and have no cash value unless RNR agrees otherwise in writing.

7. Prepaid Hour Blocks, Consultations, Audits, Strategy, and Support

Prepaid hour blocks, consultations, audits, strategy engagements, troubleshooting, and support services are fully refundable only if RNR has not initiated the service. Once initiated, amounts attributable to completed work, scheduled or reserved time, project management, research, preparation, meetings, and committed capacity are non-refundable. Missed appointments and appointments canceled without the notice required in the applicable proposal or booking terms are non-refundable.

Unused prepaid hours do not roll over, transfer, or convert to cash unless expressly stated in writing. RNR's then-current standard hourly rate will apply when determining the value of completed work for any permitted refund calculation.

8. Website Design, Theme Design, Development, and Fixed-Scope Projects

• Before initiation: A full refund may be issued if RNR has not initiated the project and has not incurred any non-cancelable cost or reserved production capacity.

• After initiation: If the Client cancels after initiation, any refund is limited to the amount paid minus completed work valued at RNR's standard rate, reserved or committed capacity, project management, approved milestones, third-party expenses, discount recapture, and all other amounts owed.

• After approval, delivery, publication, launch, installation, transfer, or use: No refund is available for an approved or delivered design, published theme, launched website, installed configuration, delivered code, completed migration, report, audit, strategy, campaign, or other completed deliverable.

Client-requested revisions, changes in preference, changes in scope, or rejection of work that materially follows an approved direction do not establish a right to a refund.

9. Client Responsibilities, Delays, and Inactivity

The Client is responsible for remaining engaged and for providing accurate information, decisions, content, assets, approvals, credentials, permissions, and access when requested. Delays or failures caused by the Client, a platform, an app, a payment processor, an advertising network, a marketplace, or another third party do not pause the engagement, extend its term, or create a right to a refund.

If the Client becomes inactive or unresponsive, RNR may continue to reserve capacity through the scheduled end of the term. The retainer remains earned and payable even if the Client submits few or no requests.

10. No Guarantee of Business Results

RNR provides professional services, expertise, availability, and deliverables; it does not guarantee sales, revenue, profit, conversion rate, return on advertising spend, traffic, rankings, approvals, platform availability, or any other business outcome. A failure to achieve a desired or projected result is not grounds for a refund unless a specific result was expressly guaranteed in a signed written agreement.

11. Third-Party Products and Charges

Fees paid to or incurred through third parties—including apps, software, themes, domains, hosting, advertising platforms, marketplaces, contractors, stock assets, licenses, shipping providers, and payment processors—are non-refundable by RNR. The Client remains responsible for canceling third-party subscriptions and services billed directly to the Client.

12. Notice of a Service Concern and Opportunity to Cure

Before seeking a refund or initiating a payment dispute, the Client must provide RNR with written notice describing the specific concern and allow at least 10 business days for RNR to investigate and propose a commercially reasonable cure. This requirement does not eliminate any right that cannot legally be waived.

13. Chargebacks and Payment Disputes

The Client agrees to contact RNR and follow the written dispute process before initiating a chargeback or payment dispute. A chargeback filed for fees that are non-refundable under the accepted agreement and this Policy may constitute a breach of the agreement. RNR may suspend services, revoke licenses or access where legally permitted, and provide the applicable proposal, invoice, communications, work records, approvals, and this Policy to the payment processor or financial institution. Nothing in this section limits rights that cannot be waived under applicable law or payment-network rules.

14. Refund Method and Timing

Any approved refund will be issued using a method selected by RNR, which may include the original payment method or company check. Partial refunds may take up to 60 business days after written approval and receipt of any information reasonably required to process the refund. Processing times imposed by banks, card networks, payment processors, or postal services are outside RNR's control.

15. RNR Cancellation and Legally Required Refunds

Nothing in this Policy eliminates a refund that applicable law requires. If RNR cancels an engagement without cause and declines to provide the remaining prepaid services, RNR will refund the portion, if any, that RNR determines is unearned after applying completed work, reserved capacity, non-cancelable costs, third-party expenses, discount recapture, and outstanding balances.

16. Governing Law; Venue; Severability

This Policy is governed by the laws of the State of New York, without regard to conflict-of-law principles. To the extent legally permitted, any dispute relating to this Policy or RNR's services must be brought in a state or federal court located in New York County, New York, and the parties consent to that jurisdiction and venue.

If any provision of this Policy is found unenforceable, it will be modified only to the minimum extent necessary, and the remaining provisions will remain in effect. RNR's decision not to enforce a provision on one occasion is not a waiver of the right to enforce it later.

17. Policy Changes

RNR may revise this Policy prospectively. The version supplied or made available when the Client accepts a proposal, pays an invoice, purchases or renews a service, or otherwise enters the applicable engagement will govern that engagement unless the parties agree in writing to a later version. Changes will not retroactively reduce a Client's accrued rights or increase a Client's existing obligations without legally sufficient notice and acceptance.

18. Contact

Questions, cancellation notices, and refund requests must be sent to:

RNR Digital Media Group, LLC
45 Rockefeller Plaza, 20th Floor
New York, NY 10001
Email: info@rnrmediagrp.com
Phone: 1-646-683-9374