1. Start with the project terms
Before payment, clients should receive the applicable scope, price, delivery expectations, cancellation conditions, and refund terms. A project-specific written agreement may add details, but it cannot remove rights that applicable law makes mandatory.
2. Before work starts
If a client requests cancellation before work begins, any refund or retained amount will be determined by the accepted agreement and applicable law, including any clearly disclosed non-refundable third-party costs that were authorised and actually incurred.
3. After work has started
Where work has started, the amount payable or refundable may depend on completed milestones, work in progress, committed resources, approved expenses, and the agreement. Any calculation should be transparent and lawful; no blanket rule here overrides mandatory consumer protections.
4. Digital deliverables and completed work
Clients should review deliverables against the agreed scope and report specific issues promptly. A request for correction, refund, or cancellation will be considered under the project agreement and applicable law. Do not assume that all digital services are automatically refundable or automatically non-refundable.
5. Provider cancellations and delays
If we cannot proceed with an accepted project, we will communicate with the client and handle paid amounts, unfinished work, and any alternatives according to the written agreement and applicable law.
6. How requests are handled
Email lepempartnerly@lepem.xyz and include the project or invoice reference, the service involved, the request, and relevant dates. Do not send full payment-card numbers or passwords. We may ask for reasonable information needed to review the request.
7. Timing and payment reversals
Where a refund is approved, we will communicate the expected refund method and any processing information available to us. Banks and payment providers may take additional time to post a refund. This policy does not limit statutory rights or valid dispute processes.
8. Performance-based fees when a project ends
If a project uses a performance-based fee, the standard option is 10% of eligible revenue actually received from sources attributable to the agreed work. For a larger or resource-intensive project, a rate up to 25% may be negotiated, but only the exact rate stated in and accepted through the written agreement applies. Cancellation does not remove fees already earned on eligible revenue received during the agreed term. If previously reported transactions are later refunded, reversed or charged back, the adjustment will be shown in the next statement or otherwise reconciled under the accepted project agreement. Any fee after termination applies only to the attribution window and sources expressly written into that agreement. The monthly report and invoice timing follow the accepted agreement; where it adopts the standard schedule, reports are due by the 5th calendar day of the next month and invoices are payable within 7 calendar days. No performance fee should be charged against unrelated revenue or a rate that was never accepted in writing.
9. How to submit a cancellation or refund request
Email lepempartnerly@lepem.xyz from the address associated with the enquiry or project. Include the project name or invoice reference, the action requested, and a brief explanation. We will review the request against the accepted written agreement, the work completed, any authorised and committed costs, and the rights available under applicable law. A decision and any confirmed refund method or processing expectations will be provided by email. Bank or payment-provider processing times may vary.
Questions? Contact the business using the details on the Business Contact Information page. Send cancellation and refund requests to lepempartnerly@lepem.xyz.