Payment, Cancellation & Refund Policy
This Policy explains how billing works at Trionyx Collective, how cancellations are handled, and when refunds may apply to our digital strategy and creative advisory services. Because our work is advisory and delivered as expertise and bespoke materials, this Policy is written to be fair to both sides: you should always know what you are paying for, and we should be paid for work already performed.
1. Scope of This Policy
This Policy applies to fees for professional services engaged through Trionyx Collective, including consulting, advisory, strategy, and copywriting work. Where a signed proposal or statement of work sets out specific payment or refund terms, those terms control to the extent they differ from this Policy.
2. Pricing and Quotes
The prices displayed on our website are indicative starting points for typical engagements. Final fees depend on scope, complexity, deliverables, and timeline, and are confirmed in a written proposal before work begins. Quotes are valid for the period stated in the proposal. Unless expressly noted, prices are exclusive of applicable taxes, which are added where required by law.
3. Deposits and Payment Schedule
Most engagements begin with an upfront deposit, with the balance invoiced according to the milestones or schedule set out in the proposal. Retainer engagements are billed in advance for each period. The deposit reserves our time and covers the discovery and planning work that begins immediately upon commencement, and is therefore non-refundable once work has started, except as described below.
4. Accepted Payment Methods and Timing
We accept the payment methods indicated on your invoice or agreed in your proposal. Invoices are payable by the due date stated on them. If a payment is not received when due, we may pause work on the affected engagement until the account is brought current. Fees for work already performed remain payable even where an engagement is paused or ended.
5. Late Payments
Overdue invoices may be subject to a reasonable late charge to the extent permitted by law, and we reserve the right to suspend delivery, withhold work product, or terminate an engagement for non-payment. Any costs of collection that we reasonably incur may be added to the outstanding balance where the law allows.
6. Cancellation by the Client
You may cancel an engagement at any time by written notice. Upon cancellation, you agree to pay for all services performed and costs reasonably incurred up to the effective date of cancellation, including work in progress. Any prepaid amounts that exceed the value of work performed will be reconciled: unearned amounts may be refunded, while amounts corresponding to completed or in-progress work are retained. Deposits covering discovery and planning are not refundable once that work has begun.
7. Cancellation by Trionyx Collective
We may cancel or decline to continue an engagement if information required from you is not provided, if payment obligations are not met, if the working relationship becomes unworkable, or if continuing would require us to act unlawfully or against professional standards. Where we cancel for reasons unrelated to your conduct, we will refund any prepaid fees for services not yet performed.
8. Refunds
Because our deliverables are customized professional work, fees for services already performed are generally non-refundable. Refunds, where they apply, are limited to prepaid amounts that correspond to work not yet started. We do not offer refunds based on dissatisfaction with outcomes that depend on factors outside our control, such as market conditions, third-party platforms, or decisions made after our recommendations are delivered. If you believe an invoice contains an error, contact us promptly and we will review it in good faith.
9. Revisions and Scope Changes
Each engagement includes the rounds of revision described in its proposal. Additional revisions, new requirements, or changes to agreed scope are handled as a change request and may be billed separately. We will always confirm additional costs in writing before proceeding so there are no surprises on your invoice.
10. Chargebacks
If you have a concern about a charge, we ask that you contact us first so we can resolve it directly and quickly. Initiating a chargeback for services that were delivered as agreed, in place of working with us, may result in suspension of active work while the matter is reviewed.
11. Taxes
You are responsible for any sales, use, value-added, or similar taxes associated with the services, other than taxes based on our net income. Where we are required to collect such taxes, they will appear on your invoice.
12. Changes to This Policy
We may update this Policy to reflect changes in our practices or the law. The "Last updated" date above shows the current version. The version in effect when your engagement begins applies to that engagement unless we agree otherwise in writing.
13. Contact Us
For any billing, cancellation, or refund question, please reach out and we will respond promptly.
- Emailconnect@trionyxcollective.com
- Address4950 S Yosemite St, Greenwood Village, CO 80111
- Phone+1 303-670-6577