Refund Policy
Plain language. Reputation defense is bespoke, labor-intensive, and time-sensitive. We refund where we say we refund — narrowly, in writing, and only after the dispute procedure in our Terms of Service § 9. Filing a chargeback in lieu of the dispute procedure is a material breach and triggers § 10 liquidated damages and § 11 collections.
1. Default rule: services are non-refundable once rendered
Hours billed, deliverables shipped, and slots reserved are non-refundable. Reputation work is performed against an irreversible clock — analyst hours, takedown filings, attorney conferrals, and platform escalations cannot be unspent.
2. Forensic baseline fit-refund
The forensic baseline (typically $4,800) is the only product with a categorical refund window. If the delivered baseline concludes that DefendMyRep is not the right fit for your situation, we refund 100% within seven (7) calendar days of delivery upon written request. After day seven, the baseline is final.
3. Crisis activation fees — strictly non-refundable
Crisis activation fees become non-refundable the moment the crisis cell mobilizes (typically within sixty (60) minutes of a Tier-1 declaration). This includes weekends, holidays, and after-hours mobilizations. Mobilization is logged with timestamp, analyst identity, and channel-of-record.
4. Monthly retainers
- Retainers are billed in advance, in full, on the same calendar day each month.
- Cancellation requires fourteen (14) days' written notice per Terms § 7.
- Work-in-flight inside the notice window is delivered to end-of-cycle and is non-refundable.
- We do not pro-rate partial months once any deliverable has been started in that cycle.
5. Service quality credit (not refund)
If we miss a stated written deliverable inside a billing cycle, we credit the value of that deliverable against the next month's invoice. This is documented in every Engagement Letter and is the exclusive remedy for missed-deliverable claims.
6. Dispute procedure — required
- Email intel@defendmyrep.com with subject "Refund Request — [Invoice #]" within ten (10) days of the invoice date.
- State the specific deliverable, expected behavior, observed behavior, and requested remedy.
- Engagement director responds within ten (10) business days.
- Unresolved matters proceed to mediation, then binding arbitration per Terms § 14.
7. Chargebacks are prohibited
You agreed in Terms § 8 not to initiate a chargeback, ACH reversal, or payment dispute. If you believe you are owed a refund, follow § 6 above. A chargeback filed in lieu of the dispute procedure does not generate a refund — it generates liquidated damages (Terms § 10) and a collections referral (Terms § 11 and our Collections Policy).
8. Documentary evidence on dispute
On any payment dispute submitted to a card network or bank, DefendMyRep will furnish: the signed Engagement Letter, your IP and device record at form submission, audit-step timestamps, communication logs, delivery hashes, analyst time records, and your binding acceptance of these Terms. Card networks routinely rule in favor of merchants on documented bespoke-service engagements.
9. Contact
Billing: billing@defendmyrep.com. Legal: legal@defendmyrep.com.