Refund Policy

1. Our commitment

If our service isn’t the right fit for you, we want to make it right. We’d rather resolve a concern directly than argue over a charge, and our refund terms are written with that in mind. If something feels off, reach out — we’ll work with you in good faith.

2. Growth Audits

You are eligible for a 100% refund on a Growth Audit if you request it within 48 hours of paymentand before we have started intake work on your account. Once stakeholder interviews, data access, or account review have begun, the audit is considered in delivery. If you feel the finished audit did not provide value, tell us — we will work with you in good faith on a credit or partial refund.

3. Launch Sprints & Retainers

Sprints and retainers include intake, written strategy, and live execution across a defined scope. The refund terms are:

• Within the first 7 days of the engagement start date, you may request a pro-rata refund for any unstarted portion. Delivered work (intake, strategy docs, working sessions held, assets produced) will be deducted at our standard rate.
• After 7 days, we do not refund work already in flight, but we will work with you to rescope the remaining engagement, pause the work if internal priorities shift, or apply the balance as credit toward a future engagement. Pauses of up to 60 days are available at no charge on retainers.
• Month-to-month retainerscan be cancelled at any time, subject to the notice period in your order (typically 30 days). Refunds for the current month are not typical once that month’s work is in flight, but we will handle genuine service-quality issues case by case.

4. How to request a refund

Email hello@continuumbioservices.com with:

• Your full name on the order.
• The email used at purchase.
• The order number or approximate date of purchase.
• A brief note on what’s prompting the request.

We respond to every refund request within two (2) business days with a decision or a clarifying question. We don’t make you chase us, and we don’t route these requests through an automated system.

5. Processing time

Approved refunds are issued to the original payment method through Stripe, our payment processor. Stripe typically posts the credit back to your bank or card within 5 to 10 business days, though the exact timing depends on your bank. You will receive a confirmation email from Stripe when the refund is initiated.

6. Exceptions

Some engagements have specific refund terms that override the defaults above:

• Paid media spend— media budgets already pushed to LinkedIn, Google, or other ad platforms on your behalf are non-refundable by us. Those platforms govern their own ad-spend refund policies.
• Custom-scoped engagements— custom engagements priced individually may have bespoke refund terms set out in the statement of work. Those terms control.
• Third-party license and hosting fees — fees paid to vendors (CMS, hosting, research services) on your behalf are not cash-refundable after those vendors have invoiced us.

Where a specific engagement letter or checkout page sets different terms, those terms apply in place of this page.

7. Chargebacks

If you have a concern about a charge, please reach out to us first. In almost every case we can resolve the issue directly, often the same day. Filing a chargeback or dispute with your bank before contacting us can delay resolution and may lead to the suspension of your access while the dispute is investigated.

We reserve the right to contest chargebacks for services that were delivered or engagements where our refund terms were disclosed and accepted in writing at the start of the engagement.

8. Contact

All refund and cancellation requests go to a real person on our team, usually the same day they come in.