Refund Policy — Labs Eleven

1. Scope

This Refund Policy applies to all paid engagements between a client (the “Client”) and Boho Paradise LLC, trading as Labs Eleven (the “Studio”). It applies in addition to, and is governed by, the written Statement of Work (“SOW”), Master Services Agreement or similar contract executed between the parties. Where this policy and a signed SOW conflict, the SOW prevails.

2. Engagement structures

The Studio works under three engagement structures. Refund rules differ for each:

Discovery & audit fees — fixed-fee assessments, brand audits, or strategy sprints typically lasting two to four weeks;
Project fees — one-time, scoped deliverables such as a website, a campaign, or a creative production;
Monthly retainers — ongoing service for marketing operations, social media, SEO, paid acquisition or consulting.

3. Discovery & audit fees

Discovery and audit fees are due in full at the moment the engagement is signed. Because the Studio commits senior time at the moment of kickoff, these fees are non-refundable once the engagement has started (i.e., once the first scheduled working session, audit access request or written deliverable activity has occurred).

If the Client cancels before kickoff, the Studio will refund 100% of the discovery fee, less any administrative costs already incurred and clearly itemized in writing.

4. Project fees

Project fees follow the milestone schedule defined in the SOW (typically deposit, mid-milestone and final). If the Client cancels a project mid-way:

Before kickoff 100% of any deposit refunded, less direct vendor costs already committed (e.g., licensed assets).

After kickoff Refund is prorated based on milestones delivered. The Client is invoiced or credited for the difference between paid amounts and value delivered up to the cancellation date.

After final delivery No refund on completed and accepted deliverables.

5. Monthly retainers

Monthly retainers are billed in advance for each upcoming month. The current month of service, once started, is non-refundable. Either party may terminate the retainer at any time with thirty (30) days' written notice; service continues through the notice period and the Studio invoices the corresponding month in full.

No refunds are issued for unused hours within a month. Unused hours do not roll forward to subsequent months unless the SOW explicitly allows it.

6. Media spend

Paid-media budgets (Google Ads, Meta, TikTok, LinkedIn, etc.) are charged by the respective platforms directly to the Client wherever possible. Where the Studio fronts media spend on behalf of the Client, those amounts are billed at cost, receipt-backed, and are non-refundable once committed to the platform. The Studio does not mark up media spend.

7. Cancellation by the Client

Cancellation requests must be made in writing to hello@labselevenagency.com. The cancellation takes effect on the date the Studio acknowledges receipt. Refunds, if any, are calculated per the rules above and processed within fourteen (14) business days of acknowledgement.

8. Cancellation by the Studio

The Studio may terminate an engagement with immediate effect in the event of:

Non-payment beyond fifteen (15) days from the invoice due date;
Material breach of the SOW or these terms, uncured within seven (7) days of written notice;
Illegality, fraud, or harm to the Studio's reputation;
A conflict of interest that becomes irreconcilable.

In case of termination by the Studio for cause attributable to the Client, no refund is due, and the Client remains liable for fees corresponding to work delivered. In case of termination by the Studio not attributable to the Client, the Studio will refund pro rata for any prepaid but undelivered work.

9. Force majeure

Neither party is liable for failure to perform due to events beyond reasonable control (acts of God, war, embargoes, internet outages, government action, widespread platform failures, pandemics, etc.). In such cases, the engagement is suspended for the duration of the event; no refund is automatically due, but the Studio will work in good faith with the Client to reschedule or, where possible, prorate fees.

10. How refunds are processed

Method Refunds are issued to the original payment method (ACH, wire, card) unless the parties agree otherwise.

Currency Refunds are issued in the currency of the original invoice. Exchange-rate fluctuations are not compensated.

Timing Within fourteen (14) business days of approval. Bank processing times may add 1–10 days.

Fees Bank, wire and processor fees on the refund are borne by the party whose action caused the refund (per the rules in this policy).

11. Disputes & chargebacks

We're a small studio and we believe in talking things through first. If you are unhappy with any deliverable, please contact us at hello@labselevenagency.com before initiating a chargeback or formal dispute. We commit to acknowledging the issue within five (5) business days and proposing a path forward.

Any dispute that cannot be resolved by good-faith negotiation will be governed by the laws of the State of Wyoming, United States, and brought exclusively before the competent state or federal courts located in Sheridan County, Wyoming.

Unwarranted chargebacks — i.e., chargebacks filed without prior contact or after the Studio has acted in good faith — will be contested and the Client will remain liable for the disputed amount plus any chargeback fees.

12. Contact

For any refund or billing question:

Email hello@labselevenagency.com

Mail Boho Paradise LLC — Billing
30 N Gould St, Ste R
Sheridan, WY 82801, USA

Refund Policy.