This Refund Policy explains the general refund, cancellation, credit, and payment principles for services offered by CATALYST COMMUNICATIONS INC DBA CATALYST MARKETING COMPANY (“Catalyst Marketing Company,” “we,” “our,” or “us”). This policy applies to general website inquiries and standard service relationships unless a separate written agreement, proposal, statement of work, insertion order, or signed contract states different terms. If a separate written agreement exists, the terms of that agreement will control.
1. General Policy
Catalyst Marketing Company provides professional marketing, advertising, consulting, creative, media, digital, research, public relations, web, event, and related services. Many of these services require strategy time, planning, labor, creative development, vendor coordination, media reservations, software setup, research, account configuration, meetings, and other work that begins before a final campaign is launched or before a visible deliverable is completed.
Because our services are customized and labor-based, fees are generally non-refundable once work has begun, unless otherwise required by law or expressly agreed in writing.
2. Discovery Calls and Initial Consultations
Free discovery calls or introductory consultations do not create a paid service relationship and do not require a refund. Any paid consultation, audit, strategy session, research review, or planning session is refundable only if cancellation is received in writing before work begins or before the scheduled session, subject to the specific terms provided at booking.
3. Project Deposits
Many projects may require an upfront deposit, retainer, or initial payment before work begins. Deposits reserve agency time and may cover strategy, research, administration, kickoff preparation, account setup, scheduling, creative direction, or vendor coordination.
Unless a written agreement states otherwise:
- Deposits are non-refundable once project work has started.
- Deposits may be partially refundable if cancellation is requested before work begins.
- Any refund may be reduced by time already spent, administrative costs, vendor charges, platform charges, transaction fees, or other costs incurred.
- Deposits may be applied as a credit toward future work at our discretion.
4. Monthly Retainers
Monthly retainers reserve agency capacity and provide ongoing services such as strategy, account management, media planning, digital advertising management, creative production, reporting, consulting, public relations, content, or campaign optimization.
Unless a written agreement states otherwise:
- Retainer fees are billed in advance.
- Retainer fees are not refundable after the billing period has begun.
- Unused hours or services do not automatically roll over unless stated in writing.
- Cancellation requires written notice according to the agreement or, if no agreement exists, at least 30 days’ written notice.
- Work completed during a retainer period remains billable even if a client pauses or delays feedback, approvals, access, assets, or campaign launch.
5. Project-Based Services
Project-based services may include brand development, website design, creative campaigns, media plans, research reports, content development, production work, landing pages, promotional development, direct marketing, or other defined deliverables.
Refunds for project-based services are generally not available for work already performed. If a project is cancelled before completion, the client remains responsible for fees associated with completed work, work in progress, vendor costs, media costs, administrative costs, and any non-cancellable commitments.
6. Media Spend and Third-Party Costs
Media spend, advertising platform charges, production vendor costs, printing costs, software fees, data costs, stock assets, talent fees, location fees, travel costs, influencer costs, mailing costs, list costs, technology subscriptions, domain fees, hosting, and other third-party expenses are generally non-refundable once incurred, authorized, reserved, purchased, or committed.
7. Digital Advertising and Campaign Management
Digital advertising campaigns require setup, tracking, creative preparation, targeting, platform review, optimization, monitoring, reporting, and ongoing management. Management fees are separate from advertising spend and compensate the agency for labor and expertise.
Advertising management fees are not contingent on specific results and are generally non-refundable once the work period begins. Advertising spend may be refundable only to the extent that it remains unused, uncommitted, and recoverable from the relevant platform.
8. Creative Work and Revisions
Creative services often involve research, concepting, copywriting, design, production, review, file preparation, revisions, and client communication. Fees for creative work are based on time, expertise, and deliverables, not only final approval.
If a client is dissatisfied with a creative direction, we will make reasonable efforts to revise the work according to the agreed scope. Refunds are generally not provided for creative work already completed, presented, or delivered.
9. Website Design and Development
Website projects may include discovery, sitemap planning, UX structure, copywriting, design, development, integrations, forms, testing, analytics setup, SEO structure, hosting coordination, and launch support. Website fees are generally non-refundable once planning, design, development, or setup work has begun.
If a website project is cancelled before completion, the client remains responsible for completed work, work in progress, purchased assets, software, hosting, plugins, third-party services, and other costs incurred.
10. Catalyst Capture and Lead Generation Services
Catalyst Capture or related lead generation, visitor intelligence, audience growth, CRM, data, or automation services may involve setup, technical configuration, account creation, data source coordination, platform integrations, tracking setup, testing, reporting, and campaign consultation.
Fees for setup, configuration, data processing, integration, and management are generally non-refundable once work begins. We do not guarantee a specific number of leads, contacts, conversions, sales, bookings, player trips, or revenue unless expressly agreed in writing.
11. Client Delays
Projects and campaigns often require timely client feedback, approvals, access, content, brand assets, account permissions, legal review, compliance approval, and payment. If a project is delayed because the client does not provide required materials, feedback, access, or approvals, payments already made are generally not refundable.
12. Cancellation Requests
Cancellation requests must be submitted in writing to info@teamcatalystinc.com. The request should include the client name, company name, service or project name, reason for cancellation, and requested effective date.
A cancellation is not effective until received and acknowledged by us in writing.
13. Refund Review Process
If you believe a refund is appropriate, contact us at info@teamcatalystinc.com with a written explanation. We will review the request based on the applicable agreement, project status, work completed, costs incurred, payment history, timing of cancellation, and relevant circumstances.
Approved refunds, if any, will generally be issued to the original payment method where possible.
14. Chargebacks and Payment Disputes
If you have a billing concern, you agree to contact us first so we can attempt to resolve the issue. Initiating a chargeback without first contacting us may delay resolution and may result in suspension of services, collection activity, or termination of access to deliverables.
15. No Refund for Completed Services
Completed services are non-refundable. A service may be considered completed when the agreed work has been performed, deliverables have been provided, campaigns have been launched or managed, reports have been prepared, strategy has been delivered, meetings have occurred, or agency time has been used for the client’s benefit.
16. Policy Updates
We may update this Refund Policy from time to time. Updates will be posted on this page with a revised Last Updated date.
17. Contact Information
CATALYST COMMUNICATIONS INC DBA CATALYST MARKETING COMPANY
1466 Van Ness Avenue
Fresno, CA 93721
Phone: (408) 303-1583
Email: info@teamcatalystinc.com
Questions about this policy?
Contact us directly at info@teamcatalystinc.com or (408) 303-1583.