Fees, Refunds and Cancellation

This policy sits alongside the Terms of Engagement and your written scope. Where your written scope states a different fee arrangement for a specific matter, the scope governs that matter.

The review is free

The first case review costs nothing, carries no obligation, and stays free in the cases we decline. We do not charge to tell you that no route exists.

Fixed fees, quoted first

• Every engagement is quoted as a fixed fee for a defined scope before any chargeable work begins. There is no open ended hourly billing.
• Third party costs, including publisher placement fees, filing fees and specialist fees, are itemised separately from our fee so you can see exactly what is ours and what is not.
• Where a matter expands beyond the agreed scope, work stops and you get a fresh quote. We do not bill for scope you did not agree to.

Where a defined outcome does not land

Where a written scope defines a specific outcome and that outcome is not achieved, our fee for that scope is not payable, and where it has been paid in advance it is refunded. Third party costs that have already been incurred and paid out on your instruction are not recoverable by us and are therefore not refundable. This is not a guarantee that any outcome will be achieved: it is a statement of who carries the fee risk when it is not.

Cancellation

• You may cancel at any time by telling us on the channel we are already using with you. Cancellation takes effect when we acknowledge it.
• On cancellation you are charged for work properly performed up to that point and for third party costs already committed, and nothing else.
• Where you are a consumer and a statutory cooling off period applies to you, that period applies and this policy does not shorten it. If you ask us to start inside a cooling off period and we do, you may be charged for what was performed before you cancelled.
• We may cancel an engagement where the Acceptable Use Policy is breached, where information material to the matter was withheld, or where continuing would require us to do something we do not do.

Payments

• Payments are made to the business, on an invoice, through the payment routes named on that invoice.
• No one at Gold Label Media will ever ask you to pay an individual, to send funds to a personal wallet or account, or to pay outside an invoice. Treat any such request as fraud and tell us.
• Chargebacks raised without first raising a complaint through the complaints route below will be defended with the engagement record.

Contact

The desk is reached by email at sales@goldlabelmedia.net. We do not run an email support queue, and no one from Gold Label Media will ever contact you first asking for a password, a two factor code or a payment to an individual.