Back to Home

Refund Policy

Last Updated: March 18, 2026

1. Overview

Operational Documentation Services ("ODS," "we," "us," or "our") is committed to delivering exceptional administrative assistance, workflow coordination, and document management services to our clients. We understand that business needs can change, and we have established this Refund Policy to provide clear and transparent guidelines regarding refunds, credits, and service adjustments. This policy applies to all services provided by ODS, whether on a project basis, monthly retainer, hourly engagement, or any other billing arrangement.

We encourage all prospective and current clients to read this policy thoroughly before engaging our services. By entering into a service agreement with ODS, you acknowledge and agree to the terms set forth in this Refund Policy.

2. Service Satisfaction Commitment

ODS strives for complete client satisfaction in every engagement. Our approach to service delivery is built on transparency, open communication, and iterative feedback. We believe that proactive communication is the most effective way to address concerns before they escalate to the point of requiring a refund.

If at any point during an engagement you are dissatisfied with the quality or scope of our services, we encourage you to contact your designated account manager or our support team immediately. We will work diligently to understand the issue, propose corrective actions, and implement adjustments to meet your expectations. In many cases, service concerns can be resolved through supplementary work, revised deliverables, or adjustments to the scope of the engagement at no additional cost.

3. Refund Eligibility by Service Type

3.1 Monthly Retainer Services

For clients engaged on a monthly retainer basis (including Administrative Workflow Coordination, Document Lifecycle Maintenance, and Operational Data Organization services):

• Refund requests must be submitted in writing within ten (10) business days of the start of the billing cycle for which the refund is being requested.
• If services have not yet commenced for the billing period in question, a full refund of the retainer fee for that period will be issued.
• If services have been partially delivered during the billing period, ODS will calculate a pro-rata refund based on the number of business days elapsed and the extent of work completed. A detailed accounting of services rendered will be provided to the client upon request.
• Retainer fees for fully completed billing periods are non-refundable, as the services have been rendered in their entirety.
• Clients may cancel their retainer arrangement at any time with thirty (30) days' written notice. No refund will be issued for the notice period, during which services will continue to be provided as usual.

3.2 Project-Based Services

For project-based engagements (including Office Protocol Standardization and other scoped project work):

• A non-refundable deposit of twenty-five percent (25%) of the total project fee is required prior to the commencement of work. This deposit covers initial discovery, assessment, and project planning activities.
• If the client cancels the project after work has commenced but before completion, ODS will invoice for all work completed to date at the agreed project rate, and any prepaid amounts in excess of the value of completed work will be refunded.
• If the project is cancelled before any substantive work begins (beyond the initial discovery and planning phase), a refund of all amounts paid minus the non-refundable deposit will be issued.
• Completed project deliverables that have been formally accepted by the client are non-refundable. Formal acceptance occurs when the client approves deliverables in writing, or when the client does not provide feedback within the review period specified in the service agreement (default: ten business days).
• If ODS fails to deliver the agreed-upon project within the specified timeline (exclusive of delays caused by the client), the client may request a proportional refund or, at ODS's discretion, receive expedited completion at no additional charge.

3.3 Hourly Services

For services billed on an hourly basis (including Meeting Documentation & Reporting):

• Hourly services are billed for actual time worked and are generally non-refundable once the work has been performed and documented.
• If you believe that hours were inaccurately reported or that the quality of work performed during billed hours was substantially below the agreed standard, you may submit a dispute within five (5) business days of receiving the invoice. ODS will conduct an internal review and, if the dispute is found to be valid, will issue a credit or adjustment accordingly.
• Pre-purchased hour blocks or retainer hours that remain unused at the end of the engagement period may be eligible for a partial refund, subject to the terms of the specific service agreement. Standard policy allows for a refund of unused hours if the remaining balance exceeds ten (10) hours and a written request is submitted within thirty (30) days of the engagement end date.

4. Non-Refundable Items

The following items and fees are non-refundable under all circumstances:

• Project initiation deposits and setup fees, as these cover real costs associated with discovery, assessment, and project planning.
• Fees for services that have been fully delivered and formally accepted by the client.
• Late payment fees, administrative charges, and any penalties incurred due to client non-compliance with payment terms.
• Third-party costs incurred on behalf of the client (e.g., software licenses, courier services, printing costs, or other pass-through expenses) that have already been paid to vendors.
• Expedite or rush delivery fees for services delivered within the requested accelerated timeline.
• Consulting and advisory fees for standalone consultation sessions that have been conducted.

5. Refund Request Process

To request a refund, please follow the steps outlined below:

• Step 1 — Contact Your Account Manager: Reach out to your designated ODS account manager or our support team to discuss the issue. In many cases, we can resolve concerns without the need for a formal refund request through service adjustments, supplementary deliverables, or scope modifications.
• Step 2 — Submit a Written Request: If the issue cannot be resolved through direct communication, submit a formal refund request in writing via email. Your request should include your company name, the service agreement reference number, a detailed description of the issue, the billing period or invoice number in question, and the specific amount you are requesting to be refunded.
• Step 3 — Review Period: ODS will acknowledge receipt of your refund request within two (2) business days and will conduct a thorough review within ten (10) business days. During the review, we may request additional information or documentation from you.
• Step 4 — Decision and Communication: Upon completion of the review, ODS will communicate the decision in writing, including the rationale for the decision and, if applicable, the refund amount approved.
• Step 5 — Refund Issuance: Approved refunds will be processed within fifteen (15) business days of the decision date. Refunds will be issued using the same payment method used for the original transaction, unless an alternative arrangement is agreed upon in writing.

6. Service Credits

In certain situations, ODS may offer service credits in lieu of monetary refunds. Service credits represent a dollar value that can be applied toward future ODS services. Service credits may be offered when:

• The client prefers to continue the engagement but wishes to receive compensation for a specific service deficiency.
• The issue relates to a minor quality concern that does not warrant a full monetary refund but does merit acknowledgment and remediation.
• Both parties agree that a service credit is the most appropriate resolution to maintain the client relationship and ensure future service excellence.

Service credits are non-transferable, have no cash value, and must be used within twelve (12) months of issuance. Unused credits will expire after this period and cannot be reinstated.

7. Disputes and Escalation

If you are not satisfied with the outcome of a refund request, you may escalate the matter through the following process:

• Level 1 — Account Management: Initial concerns are addressed by your designated account manager within the standard review period.
• Level 2 — Senior Management Review: If the initial resolution is unsatisfactory, you may request an escalation to ODS senior management, who will conduct an independent review within ten (10) additional business days.
• Level 3 — Formal Dispute Resolution: If the matter remains unresolved after senior management review, the dispute will be handled in accordance with the dispute resolution provisions outlined in our Terms of Service, which include good-faith negotiation followed by binding arbitration.

8. Exceptional Circumstances

ODS recognizes that exceptional circumstances may arise that fall outside the standard parameters of this Refund Policy. In such cases, refund requests will be evaluated on a case-by-case basis, taking into account factors such as the nature and severity of the issue, the history of the client relationship, the extent of services already delivered, and any mitigating circumstances. ODS reserves the right to make exceptions to this policy at its sole discretion in the interest of maintaining positive client relationships and upholding our commitment to service excellence.

9. Chargebacks and Payment Disputes

We strongly encourage clients to contact us directly to resolve any billing concerns before initiating a chargeback or payment dispute with their financial institution. Chargebacks initiated without prior communication with ODS may result in suspension of services, additional administrative fees, and potential termination of the service agreement. If a chargeback is filed, ODS reserves the right to provide documentation to the financial institution demonstrating that services were properly rendered and billed in accordance with the service agreement.

10. Changes to This Refund Policy

ODS reserves the right to modify this Refund Policy at any time. Changes will be communicated through our website and, for existing clients, via email notification. The updated policy will apply to all services engaged after the effective date of the change. Existing service agreements will continue to be governed by the version of the Refund Policy in effect at the time of contract execution, unless the client explicitly agrees to the updated terms.

11. Applicability

This Refund Policy is governed by and shall be interpreted in accordance with the laws of the Commonwealth of Kentucky, United States of America. In the event of any conflict between this Refund Policy and the terms of a specific service agreement, the terms of the service agreement shall prevail. This policy constitutes the complete refund and cancellation terms between ODS and its clients, superseding any prior oral or written communications regarding refunds.