Returns & Refunds policy
Last updated: November 16, 2025
This Refunds & Cancellation Policy explains how Lee’s Vault, LLC (“Lee’s Vault,” “we,” “us,” or “our”) handles cancellations, rescheduling, and refunds for consulting and CRM-related services offered through leesvaultllc.com (the “Site”).
Our services focus on four main areas:
Customer journey mapping & optimization
CRM system implementation & management
Customer retention & loyalty programs
Customer feedback and insights
By engaging our services, you (“Client,” “you,” or “your”) agree to this Refunds & Cancellation Policy in addition to our Terms & Conditions.
1. General Policy
Because our work is custom, time-based, and often involves significant upfront planning, strategy, and configuration, all fees paid to Lee’s Vault, LLC are generally non‑refundable once work has begun, except as expressly stated in this Policy or in a signed statement of work (“SOW”).
We encourage you to review proposals, SOWs, and project plans carefully before approving and making any payments.
2. Project-Based Services
Project-based work typically includes:
Customer journey mapping & optimization projects
CRM implementation & configuration projects
Design of retention & loyalty programs
Feedback and insights projects (e.g., survey programs, analytics builds)
2.1 Deposits & Upfront Payments
Many projects require a non‑refundable deposit or upfront payment to secure scheduling, allocate resources, and begin discovery and planning.
Unless otherwise stated in your SOW, deposits and upfront fees are non‑refundable once invoiced and paid.
2.2 Cancellation Before Project Start
A project is considered “started” when any of the following occurs:
Kickoff or discovery call has taken place;
We have begun research, scoping, or analysis;
We have started configuration, documentation, or any tangible project deliverable; or
We have reserved dedicated resource time based on mutually agreed dates.
If you cancel in writing before any such work has started:
We may, at our discretion, refund a portion of fees not yet used for scheduling or administrative work.
Any clearly designated non‑refundable deposits will not be returned.
2.3 Cancellation After Project Start
If you cancel a project after work has started:
All deposits and fees paid to date are non‑refundable.
You remain responsible for:
Fees for work completed up to the effective date of cancellation; and
Any non‑cancellable third‑party costs or commitments we have made on your behalf (e.g., software, tools, subcontractors).
If you have paid in advance for work beyond what has been completed, we may, at our sole discretion, credit a portion of those amounts toward future services rather than issue a refund.
3. Retainer, Ongoing & Managed Services
Ongoing services may include:
Monthly CRM administration & management
Ongoing customer journey optimization support
Ongoing loyalty program support and optimization
Ongoing customer feedback tracking, reporting, and insights
3.1 Billing & Commitment
Retainer or managed service fees are typically billed monthly or as specified in your SOW.
Some retainers may have a minimum commitment period (e.g., 3, 6, or 12 months), which will be clearly stated in your SOW.
3.2 Cancellation of Retainer Services
To cancel retainer or ongoing services:
You must provide written notice (email is acceptable) as specified in your SOW (e.g., 14 days’ notice before the next billing cycle).
Fees for the current billing period are non‑refundable.
If you cancel before the end of a minimum commitment period, you may still be responsible for the remaining committed fees, unless otherwise agreed in writing.
3.3 Suspension or Hold
If you wish to temporarily pause services:
Contact us in writing to request a hold or suspension.
Approval and terms of any hold (including duration and fees) are at our sole discretion and must be agreed in writing.
In some cases, we may charge a reduced “maintenance” or “retainer hold” fee to keep your project, configurations, or resources reserved.
4. Strategy Sessions, Workshops & One‑Time Consultations
This includes:
Strategy intensives
Journey mapping workshops
CRM audits
Training sessions
One‑off consulting calls
4.1 Booking & Payment
These sessions are usually paid in full at the time of booking.
Once booked, the session fee is non‑refundable, subject to the rescheduling policy below.
4.2 Rescheduling
You may request to reschedule with at least 48 hours’ notice before the scheduled session.
One reschedule per booking is typically allowed at no additional fee, subject to our availability.
Requests to reschedule with less than 48 hours’ notice may be treated as a cancellation, and the full fee may be forfeited.
4.3 Cancellations & No‑Shows
If you cancel a session with less than 48 hours’ notice, or do not attend (“no‑show”), the entire session fee is non‑refundable.
At our discretion, we may offer a partial credit toward a future session, but we are not obligated to do so.
5. Changes in Scope (Scope Creep)
If during a project or retainer engagement you request additional work outside the original scope (e.g., extra journeys, new integrations, additional segments, extra reports):
We will inform you if such work falls outside the original SOW and provide an updated estimate or change order.
Additional work is billed separately and is non‑refundable once approved and performed.
Declining or deferring additional scope does not entitle you to a refund of previously agreed fees.
6. Third‑Party Tools, Licenses & Subscriptions
Our services frequently involve working with third‑party CRM, marketing, feedback, and analytics tools (e.g., CRM platforms, email service providers, survey tools).
Third‑Party Fees: You are responsible for all third‑party subscription fees, licenses, and usage costs, unless explicitly stated otherwise in the SOW.
No Refunds on Third‑Party Charges:
We cannot refund payments you make directly to third‑party providers.
If we purchase third‑party licenses or tools on your behalf, such costs are non‑refundable once incurred, unless the third‑party provider offers a refund and passes it through.
Third‑Party Cancellations: Cancelling our services does not automatically cancel your subscriptions with third‑party platforms. You are responsible for managing and cancelling those accounts in accordance with their terms.
7. Quality Concerns & Dispute Resolution
We aim to deliver high‑quality CRM strategy, implementation, and analytics services. If you have concerns:
Contact Us First
Email us promptly with details of your concern so we can review and respond.
Many issues can be resolved through clarification, adjustments, or additional explanation of deliverables.
Revisions & Adjustments
Where appropriate and within the bounds of the SOW, we may offer reasonable revisions or adjustments instead of a refund.
Revisions do not extend to entirely new work or changes in strategy that were not part of the original agreement.
Refunds in Exceptional Circumstances
In rare cases and at our sole discretion, we may offer a partial refund or credit as a goodwill gesture.
Any such exception is case‑specific and does not create a precedent for future engagements.
8. Cancellation by Lee’s Vault, LLC
We reserve the right to cancel or suspend services in certain circumstances, including but not limited to:
Non‑payment or repeated late payment
Material breach of our Terms & Conditions, SOW, or this Policy
Illegal or unethical use of the Services or third‑party tools
Circumstances beyond our reasonable control (force majeure events)
If we cancel services for reasons other than your breach:
We will use reasonable efforts to provide notice and, where feasible, deliver work completed up to the date of cancellation.
We may, at our discretion, refund a portion of fees paid for services not yet delivered or provide a credit toward future services.
If we cancel due to your breach:
Any fees paid are non‑refundable, and you remain responsible for any outstanding balances and non‑cancellable costs.
9. Force Majeure
We are not responsible for delays, interruptions, or cancellations caused by events beyond our reasonable control, including but not limited to:
Natural disasters, pandemics, or public health emergencies
Power outages or internet disruptions
Strikes, labor disputes, or governmental actions
Acts of terrorism, war, or civil unrest
In such cases, we will make reasonable efforts to resume or reschedule services but are not obligated to provide refunds for delays caused by force majeure events.
10. How to Request a Cancellation or Raise a Refund Question
To request a cancellation, reschedule a session, or ask about a possible refund:
Contact us in writing (email is preferred).
Include:
Your name and company
The project name or SOW reference
The service(s) and date(s) you wish to cancel or reschedule
A brief explanation of your request
We will review your request and respond as promptly as possible, typically within a reasonable number of business days.
11. Changes to This Refunds & Cancellation Policy
We may update this Refunds & Cancellation Policy from time to time to reflect changes in our services, business practices, or legal requirements.
When we do, we will revise the “Last updated” date at the top of this page.
Where required by law, we will provide additional notice (e.g., prominent notice on our Site).
Your continued engagement of our services after changes take effect constitutes your acceptance of the updated Policy.
12. Contact Information
If you have any questions about this Refunds & Cancellation Policy or how it applies to your engagement, please contact:
Lee’s Vault, LLC
Website: leesvaultllc.com
Email: info.leesvault@gmail.com
Address: PO BOX 25, Pittsburg, TX 75686
Phone: (817) 776-7156
