Refund & Cancellation Policy

1. Management Fees and Pass-Through Costs Are Treated Separately

Management fees are payment for our team's work during a service period. Pass-through costs are your funds, held and disbursed by us to pay suppliers, carriers, advertising platforms and third-party services on your behalf. The two are accounted for separately and are refunded on different terms, as set out below.

2. Management Fees

Management fees are charged monthly in advance for the service period stated in the service agreement and cover work already scheduled and performed.

Management fees for a period in which services have been delivered are non-refundable. Where an engagement is terminated part way through a paid period, fees for that period are treated as set out in the service agreement, which may provide for a pro-rata adjustment based on work performed up to the effective date of termination.

If we fail to deliver an agreed deliverable and do not remedy this within a reasonable period after written notice, you may request a proportionate adjustment of the management fee for the affected period.

3. Prepaid Pass-Through Funds

Funds you transfer to cover product procurement, shipping, advertising spend and third-party services remain your property until they are disbursed for your engagement.

Unspent prepaid funds are returned to you on termination. We issue a final reconciliation statement covering all amounts received, disbursed and remaining, with supporting invoices and receipts, and return the remaining balance to your nominated account within [PLACEHOLDER] business days of that statement being issued.

Amounts already committed cannot be returned. This includes inventory purchased or in production, supplier deposits, shipments already dispatched, advertising spend already delivered by a platform, and third-party services already performed. Where committed inventory exists, we agree with you whether it is shipped to you, held, or disposed of, and any associated costs are settled from the remaining balance.

Refunds are issued to the account from which the funds were received, in the original currency where practicable. Bank charges and currency conversion differences are borne by the party incurring them unless agreed otherwise.

4. Cancellation and Notice Period

Either party may cancel the engagement for convenience by giving written notice of [PLACEHOLDER] days to the other party, unless a different notice period is stated in the service agreement.

During the notice period we continue to perform the agreed services, management fees continue to apply, and we work with you on an orderly handover, including transfer of administrative control of accounts and delivery of outstanding reports.

Either party may cancel immediately for material breach that is not remedied within a reasonable period after written notice. Immediate cancellation does not affect your right to the return of unspent prepaid funds.

Open orders placed before the effective date of cancellation are fulfilled, or refunded to the end-customer, as agreed between us in writing before the handover is completed.

5. End-Customer Refunds

Refunds to your end-customers are governed by your own store policy. Where we handle such refunds as part of the services, they are processed on your instruction and from your funds, and appear in the monthly reconciliation statement.

6. How to Request Cancellation or a Refund

Send a written cancellation or refund request to Support@signatureink.co from the email address associated with the engagement, stating the effective date you propose. We acknowledge the request, confirm the effective date, and issue the final reconciliation statement covering the amounts due in each direction.