Legal

Refund Policy

How refunds work for digital downloads, one-time service packages, and monthly retainers.

This Refund Policy is a template prepared for illustrative purposes. It should be reviewed and adapted by qualified legal counsel before you rely on it as your company's official policy.

Effective date: July 14, 2026

This Refund Policy explains how refunds work for the three ways you can purchase from Primal Growth Co. ("Primal Growth," "we," "us"): digital downloads, one-time service packages, and monthly retainers. It should be read together with our Terms of Service and, for larger engagements, our Master Service Agreement. Nothing in this policy limits any non-waivable consumer protection rights you have under applicable law.

1. Digital Downloads

Digital downloads (playbooks, templates, swipe files, and similar products) are delivered instantly upon purchase and are generally non-refundable once the download link has been delivered or accessed, because the product is fully consumable at the point of delivery and cannot be "returned."

Fairness clause: if a digital download is materially defective (e.g., corrupted file, content substantially different from the product description) or you were charged in error (e.g., accidental duplicate purchase), contact us within 7 days of purchase at support@primalgrowthco.com and we will, at our discretion, provide a replacement file, a corrected version, or a full refund.

2. One-Time Service Packages

One-time service packages are fixed-scope engagements (e.g., a website audit, a brand strategy sprint, a landing page build). Refund eligibility depends on how far the engagement has progressed:

Before kickoff. If you cancel before the kickoff call or before any work has begun, you are entitled to a full refund of any deposit or payment made, less any non-refundable third-party costs already incurred on your behalf (e.g., stock licensing, ad platform fees already spent).
After kickoff, before delivery. Once work has begun, refunds are prorated based on the percentage of the scoped deliverables completed, as reasonably determined by our team. Typically, deposits (usually 50% of package price) become non-refundable once discovery and strategy work has started, reflecting time and resources already committed.
After delivery. Once final deliverables have been delivered and accepted, the engagement is considered complete and is not eligible for a refund. If you believe a deliverable does not meet the agreed scope, contact us within 14 days of delivery and we will work with you on revisions per the applicable SOW before any refund is considered.

3. Monthly Retainers

Monthly retainers are billed month-to-month and auto-renew as described in our Terms of Service.

Cancel anytime. You may cancel your retainer at any time from your client dashboard or by emailing support@primalgrowthco.com.
Notice period. To avoid being charged for the next billing cycle, cancellation requests must be submitted at least 7 days before your next renewal date. Cancellations submitted after that point will take effect at the end of the cycle already paid for.
No refunds for the current period. Because retainer work (strategy, content production, campaign management, reporting) begins immediately at the start of each billing cycle, we do not issue partial or prorated refunds for the current billing period, even if you cancel partway through the month. You will continue to receive the agreed services through the end of the period you've already paid for.
Pausing. If you need to pause work temporarily (e.g., seasonal business, internal restructuring), contact your account lead — we're often able to accommodate a pause rather than a full cancellation.

4. How to Request a Refund

To request a refund or discuss an eligibility question:

Email support@primalgrowthco.com with your order number or account email and a brief description of the issue.
Our team will review your request against this policy, typically within 3–5 business days.
Approved refunds are issued to the original payment method via Stripe and typically appear within 5–10 business days, depending on your bank or card issuer.

5. Chargebacks

If you have a billing concern, please contact us first — most issues can be resolved directly and faster than through a card dispute. Initiating a chargeback without first contacting us may result in suspension of active services and access while the dispute is investigated. We reserve the right to contest chargebacks we believe are inconsistent with this policy, and to provide Stripe and the card issuer with relevant transaction and communication records.

6. Contact Us

Questions about this Refund Policy can be directed to support@primalgrowthco.com or Primal Growth Co., Austin, TX. See also our Terms of Service and Master Service Agreement for the full terms governing paid engagements.

1. Digital Downloads

2. One-Time Service Packages

One-time service packages are fixed-scope engagements (e.g., a website audit, a brand strategy sprint, a landing page build). Refund eligibility depends on how far the engagement has progressed:

Before kickoff. If you cancel before the kickoff call or before any work has begun, you are entitled to a full refund of any deposit or payment made, less any non-refundable third-party costs already incurred on your behalf (e.g., stock licensing, ad platform fees already spent).

After kickoff, before delivery. Once work has begun, refunds are prorated based on the percentage of the scoped deliverables completed, as reasonably determined by our team. Typically, deposits (usually 50% of package price) become non-refundable once discovery and strategy work has started, reflecting time and resources already committed.

After delivery. Once final deliverables have been delivered and accepted, the engagement is considered complete and is not eligible for a refund. If you believe a deliverable does not meet the agreed scope, contact us within 14 days of delivery and we will work with you on revisions per the applicable SOW before any refund is considered.

3. Monthly Retainers

Monthly retainers are billed month-to-month and auto-renew as described in our Terms of Service.

Cancel anytime. You may cancel your retainer at any time from your client dashboard or by emailing support@primalgrowthco.com.

Notice period. To avoid being charged for the next billing cycle, cancellation requests must be submitted at least 7 days before your next renewal date. Cancellations submitted after that point will take effect at the end of the cycle already paid for.

No refunds for the current period. Because retainer work (strategy, content production, campaign management, reporting) begins immediately at the start of each billing cycle, we do not issue partial or prorated refunds for the current billing period, even if you cancel partway through the month. You will continue to receive the agreed services through the end of the period you've already paid for.

Pausing. If you need to pause work temporarily (e.g., seasonal business, internal restructuring), contact your account lead — we're often able to accommodate a pause rather than a full cancellation.

4. How to Request a Refund

To request a refund or discuss an eligibility question:

Email support@primalgrowthco.com with your order number or account email and a brief description of the issue.

Our team will review your request against this policy, typically within 3–5 business days.

Approved refunds are issued to the original payment method via Stripe and typically appear within 5–10 business days, depending on your bank or card issuer.

5. Chargebacks