Refund & Returns Policy

Last Updated: September 28, 2026

RetroForward provides creative, communications, digital, consulting, production, hosting, and related professional services. We may also offer digital products, resources, or other items for purchase through our website.

Because many of our services and products are customized, digital, or begin incurring time and costs shortly after purchase, they generally cannot be returned in the same manner as physical retail products.

This Refund & Returns Policy explains how refunds, cancellations, and returns are handled for purchases made directly from RetroForward.

Professional Services

Payments for professional services, including strategy, consulting, communications, design, branding, website development, content, video, production, and related project work, are subject to the terms of the applicable proposal, Statement of Work, service agreement, or other written agreement between RetroForward and the client.

Unless otherwise stated in the applicable agreement:

• Payments for work already performed are non-refundable.

• Fees for completed project stages, milestones, or deliverables are non-refundable.

• Approved third-party expenses and noncancelable commitments are non-refundable.

• If a project is cancelled before completion, the client remains responsible for work performed and approved expenses incurred through the effective cancellation date.

• Any refund or credit for amounts paid in advance for work not yet performed will be determined according to the applicable agreement.

If a signed agreement, proposal, or Statement of Work contains refund, cancellation, or termination terms that differ from this policy, the terms of that agreement will control.

Deposits and Initial Project Payments

Initial project payments, deposits, retainers, or other advance payments may be required before RetroForward begins work or reserves project capacity.

Whether an initial payment is refundable depends on the terms of the applicable proposal, Statement of Work, or service agreement.

Once work has begun, RetroForward may deduct fees for work performed, approved expenses, and other amounts properly due before issuing any applicable refund.

Digital Products and Downloads

Digital products are generally non-returnable and non-refundable once they have been downloaded, accessed, delivered, or made available to the purchaser.

Digital products may include templates, design assets, documents, guides, downloads, software-related materials, digital resources, or other electronically delivered products.

If you experience a technical problem that prevents you from accessing a digital product you purchased, please contact us. We will make reasonable efforts to correct the problem or provide a replacement copy.

If you are charged more than once for the same purchase or receive the wrong digital product because of an error on our part, please contact us so we can correct the issue.

Recurring Services, Hosting, and Support

Recurring services may include managed hosting, website maintenance, technical support, creative support, consulting, or other ongoing services.

Cancellation and refund terms for recurring services are governed by the applicable service agreement or Statement of Work.

Unless otherwise specified in that agreement:

• Fees already earned for a current or completed service period are non-refundable.

• Cancellation does not automatically result in a refund for services already provided.

• Any prepaid fees for unused future service periods will be handled according to the applicable agreement.

• Third-party charges already incurred on the client’s behalf may be non-refundable.

Cancellation of a recurring RetroForward service does not necessarily cancel services purchased directly from third parties, such as domain registrations, software subscriptions, plugins, stock services, or other external platforms.

Physical Products

If RetroForward offers physical products for sale, unused physical products may be eligible for return within 30 days of delivery, unless the product page states otherwise.

To qualify for a return, the product must:

• Be unused and in substantially the same condition in which it was received.

• Include its original packaging when applicable.

• Include proof of purchase.

Customized, personalized, made-to-order, or client-specific products are not returnable unless they arrive damaged, defective, or materially different from what was ordered.

Please contact RetroForward before returning a physical product. Items returned without prior authorization may not be accepted.

Damaged or Incorrect Physical Products

If a physical product arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible after delivery.

We may request photographs or other information necessary to verify the issue.

When appropriate, RetroForward may replace the item, correct the order, provide a refund, or offer another reasonable resolution.

Return Shipping

Unless a return results from an error by RetroForward or a damaged or defective product, the purchaser is responsible for return shipping costs.

Original shipping charges are generally non-refundable.

For higher-value returns, we recommend using a trackable shipping method. RetroForward cannot issue a refund for a returned item that we do not receive.

Approved Refunds

When a refund is approved, it will generally be issued to the original payment method.

Processing times vary depending on the payment processor, credit card company, bank, or financial institution. RetroForward does not control the time required for a financial institution to post an approved refund to an account.

Duplicate or Incorrect Charges

If you believe you were charged incorrectly or charged more than once for the same purchase, please contact us promptly so we can investigate and correct any verified billing error.

Chargebacks and Billing Questions

If you have a question or concern about a RetroForward charge, please contact us before initiating a chargeback or payment dispute whenever reasonably possible.

We want the opportunity to review the transaction, explain the charge, and correct any legitimate billing error.

Nothing in this policy limits any rights or remedies that cannot legally be waived.

Exceptions

RetroForward may approve a refund, credit, replacement, or other accommodation at its discretion when circumstances warrant.

Providing an exception in one situation does not require RetroForward to provide the same exception in another situation.

Questions About Refunds or Returns

If you have questions about a purchase, cancellation, refund, or return, please contact RetroForward through the contact information provided on our website.

When contacting us, please include your name, organization if applicable, purchase or invoice information, and a brief description of your request so we can review it promptly.