Refund Policy

01The short version

We would rather fix the work than argue about the invoice. This page explains exactly how that works, so neither of us is guessing.

02Why fees are not refundable

When you book an engagement, we reserve time that is then unavailable to anyone else, and the work — preparation, facilitation, analysis, and the thinking between sessions — is performed and delivered as we go. Once that time is spent it cannot be recovered, which is why the fee is not returnable.

That is also why the remedy below is time rather than money. If the outcome fell short, more of the right work is what actually fixes it.

03The SHAPE Brand Audit

• The $99 fee is non-refundable once paid. Payment reserves our review time and gives you immediate access, including for your team.
• The $99 is not lost. It is credited toward any paid consulting level, from the Advisory Session upward. The credit does not expire, applies once to the business that bought the Audit, and is not redeemable for cash or transferable.
• The only exception is an accidental duplicate purchase. If you buy more than one Audit for the same business by mistake, tell us and we refund the extra purchase. One Audit purchase is never refunded.
• If you cannot get in or lose your access, contact us and we restore it. Access problems are fixed by restoring access, not by a refund.

04If you are not satisfied with an engagement

This is a real commitment, and these are its terms:

• Tell us within 14 days of the session or deliverable, in writing, while the work is still fresh for both of us.
• Name what fell short. Point to the specific objective in the proposal or statement of work that was not met. “It did not land” is a starting point; we will help you make it specific.
• We schedule additional working time at no charge, aimed squarely at closing that gap. We agree the scope of that time together before it starts.
• We keep going until the agreed objective is met or until we both conclude, honestly, that it cannot be met with more of the same work — in which case we will tell you so directly rather than continue billing your patience.

The reasonable limits

Additional time addresses the objectives in the original engagement. It is not a route to new scope, a different problem, or work that depends on decisions, access, or information we never received. If what you need has genuinely changed, that is a new engagement and we will price it as one.

The commitment also assumes the engagement was completed — if sessions were missed or inputs never arrived, we will pick up where the work actually stopped.

05Cancelling and rescheduling

• 48 hours or more notice — reschedule or cancel a session at no charge. This includes the readout call that comes with your Audit.
• Inside 48 hours, or a missed session — the fee is retained, because the time was held and can no longer be filled. We will always try to find a new slot regardless.
• Sprints, implementation, and retained work — governed by the notice terms in the signed proposal and statement of work.

06Ending an engagement early

Either party may end an engagement under the terms of the signed agreement. You pay for work completed and for costs already committed through the termination date. Anything paid in advance and not yet earned is returned.

07The SHAPE Brand Diagnostic

The Diagnostic is free. There is nothing to refund, and taking it puts you under no obligation. If you would like the information you submitted deleted, email us and we will remove it — see the Privacy Policy.

08Chargebacks

If something is wrong, contact us first. Given that our stated remedy is to keep working until the agreed outcome is met, a chargeback filed without raising the issue removes the one thing that would actually solve it. It may also end the engagement, any ongoing arrangement, and your Audit access and $99 credit.

Every Audit buyer agrees to these terms at checkout, where the purchase is stated to be final. We will dispute a chargeback on a single Audit purchase and provide that record to the card issuer.

09Contact

Questions about this policy, or something that fell short: jray@jrayenterprises.com · 813-399-6602

J. Ray Enterprises LLC d/b/a Tampa Bay House of Innovation
Tampa Bay, Florida, United States