Refund Policy

A legal disclaimer

POISE LLC is not a law firm. Nothing we provide, include apostille facilitation, document handling, estate planning support, consulting or training is legal, tax or financial advice, and none of it creates an attorney-client relationship. Consult a licensed attorney or other professional about your situation.

Acceptance. By booking, paying, or signing an agreement, you accept this policy, including that discovery call fee and retainer fees are non-refundable.
Changes. We may update this policy. The version in effect when you booked or paid applies to that purchase.
No guaranteed outcomes. We do not guarantee results or the timing of decisions by third parties, such as government offices that process apostilles. A refund is not available because of an outcome outside our control.
Payment processes. Payment process includes PayPal and Klarna and are subject to their terms. We are not responsible for processor delays or fees outside of our control.
Governing law. This policy is governed by the laws of the State of South Carolina.
Your legal rights. Nothing in this policy limits rights you have under the law that connot be waived.

Refund Policy - the basics

Services that have not started are refundable; discovery call fees and retainer fees are always non-refundable. This policy applies to the services listed below and takes effect when you book or pay.

Overview and scope

This policy covers:

Apostille facilitation, document printing and document handling
Business consulting, process improvement, staff training and executive support (P.O.I.S.E. At Your Service)
Operations and concierge training (Polished by POISE)

Notary services are not covered by this policy. Where a signed service agreement sets different terms for a specific engagement, the agreement controls.

Discovery calls, deposits and payment

Payment methods. We accept PayPal and Klarna. Approved refunds are returned through the same method you paid with.
Discovery call. The $50 discovery call fee is credited toward your first service when you sign. It is always non-refundable, because it pays for the time we spend scoping your needs.
Retainer. Consulting, training and executive support engagements require a retainer to reserve your dates. The amount is stated in your quote or agreement, and it is always non-refundable.
Apostille and document services. Fees are due at booking, before work begins.
Packages. Package fees are due as stated in your agreement. Unused sessions beyond the retainer are handled under the cancellation terms below.

Client cancellations

Work that has not started is refunded; the discovery call fee and retainer are not, at any time. Notice must reach us in writing (email or text) before the scheduled start of the session or engagement.

Refunds based on cancellation/scheduling and service delivery will be provided in your customer agreement, please be sure to review before signing customer agreement.

What is not refundable

These amounts are not refunded once paid or incurred:

Discovery call fees, at any time.
Retainer fees, at any time.
Third-party and government fees. Apostille, authentication, courier, filing and recording fees we paid on your behalf cannot be recovered from the agencies that charged them.
Printing and document handling already produced for you.
Rush fees once work has begun toward a rush deadline.
Completed consulting work. Time already spent and deliverables already provided are billed at the agreed rate, even if the engagement ends early.

These amounts stay non-refundable even when an engagement is rescheduled or ends early.

If we cancel, reschedule or cannot perform

We cancel or miss a session. You receive a full refund of that session, or a free reschedule at your choice.
Rescheduling. Sessions can be moved once at no charge with 24 hours notice. Further changes may carry a fee.
Service concerns. If a deliverable or session did not meet the scope in your agreement, tell us within 7 days. We will correct it at no charge, and where we cannot, we will refund the affected portion. The discovery call fee and retainer remain non-refundable.

How to request a refund

Email support@poiseservices.com with your name, the service and date, and the reason for your request. We reply within 2 business days.

We review the request against this policy and your agreement.
We confirm the approved amount in writing.
We refund to your original payment method within 10 business days of approval. Your bank may take additional days to post it.