In short
- A stage not yet started is refunded in full on request. A stage that has started is not.
- Undelivered work is refunded within 14 days of your written request.
- Work that misses its written scope is fixed first, at no cost. If we cannot fix it, the stage is refunded.
- A shop subscription is cancelled in the billing portal with no notice period and runs to the end of the paid period. A quoted retainer ends with 30 days written notice.
- Ad spend goes from your own payment method straight to Google and Meta, with no markup. It never passes through us, so we cannot refund it.
- To ask for a refund, or before you open a chargeback, email info@mindscrollers.com from the address you paid with. We decide within 14 days and pay back to the original payment method. EU and UK consumers keep their 14-day right to withdraw.
The company
What this policy covers
This policy applies to every payment you make to MINDSCROLLERS LLC, whether through Stripe (card and online payment page) or by bank transfer via Wise. It covers:
- Fixed-scope services bought in the shop at mindscrollers.com through Stripe Checkout, as one-time items or monthly subscriptions.
- Quoted projects, where you accept a written quote or proposal.
- Monthly retainers, whether bought in the shop or agreed in a quote.
It works together with our Terms of service at mindscrollers.com/terms-of-service. Where a quote sets a different refund rule, the quote applies to that project. Every amount is in the currency stated on the quote, proposal or shop listing.
Deposits and stage payments
Quoted projects are split into stages, also called milestones. This policy uses the word stage. Each stage has a written scope, a price and a payment, and some are paid in advance as a deposit. A one-time shop item is one stage with one payment. Shop subscriptions are covered under Monthly retainers and subscriptions below.
The delivery clock starts the day the intake for the job is complete. Within one business day of that we confirm the start date of the first stage in your ticket; later stages get a confirmed start date when the one before is delivered. The confirmed start date and the stage status both show in the client dashboard at mindscrollers.com/projects. A stage is refundable before its confirmed start date; from that date it is in progress and not refundable.
If you ask us in writing to start a stage before the previous stage is delivered, the same boundary applies. That stage is refundable before the start date we confirm. From that date it is in progress and not refundable.
- Stage not started
- Refunded in full on request, to the method you paid with, at any time before its confirmed start date.
- Deposit
- Treated the same way as the stage it pays for: refunded in full before that stage's confirmed start date, and not refunded from that date.
- Stage in progress
- Not refundable. We deliver it and fix any scope miss at no cost. EU and UK consumers keep the 14-day withdrawal right described below.
- Stage delivered
- Not refundable, unless it misses its written scope and we cannot fix it.
Started means the confirmed start date has arrived, not that you have paid.
Work we did not deliver
Work counts as undelivered when the engagement has ended, or when we have told you in writing that we will not deliver it. It also counts as undelivered when the delivery date shown in your ticket has passed for reasons on our side and no new date has been agreed in writing. That delivery date is counted from the confirmed start date. A date that moved because of a pause under our Terms of service at mindscrollers.com/terms-of-service is not a missed date. Pauses include waiting for your approval or feedback, waiting for access or content you owe us, and an overdue invoice. A stage in progress that you ask us to stop is covered by the previous section, not this one.
If you paid for work and we have not delivered it, ask in writing from the email address you used to buy. We confirm and pay the refund within 14 days of your written request, to the method you paid with, as described under How to request a refund below.
Where part of the work was delivered, the refund is the price of the undelivered part as set out in the quote, proposal or shop listing. If the delivered part is useless without the missing part, we treat the whole item as undelivered and refund all of it.
Work that misses its written scope
Every item has a written scope: the quote or proposal, or for a shop purchase the listing plus the intake answers you confirmed. If a delivered stage does not meet it, tell us in writing and say what is missing. We fix it first, at no cost.
If we cannot make the work meet its written scope after a fair attempt, we refund the price of the stage it belongs to. If a rejected stage ends the engagement, every stage not yet started is refunded in full, as set out above. A scope miss is something the written scope says and the delivery does not do. A change of mind after delivery is not a scope miss.
A stage that misses its written scope is fixed at no cost. A refund is what happens when the fix fails, not the first step.
Monthly retainers and subscriptions
A retainer or subscription renews every month until you end it. You end one in one of the ways below, and the notice period depends on which applies to you.
- Shop subscription
- Cancel any time in the Stripe billing portal, reached from mindscrollers.com/shop/manage, with no notice period. The subscription ends at the close of the current paid period.
- Quoted retainer
- End it by written notice to info@mindscrollers.com or to the email on your quote. The notice period is 30 days from the day we receive your email. Work continues as normal during the notice period, and a month that starts inside it is invoiced as usual.
- Refunds
- None on either route. A month already started is paid in full, a month that starts inside a notice period is paid in full, and we do not refund the unused days.
To reach the billing portal, go to mindscrollers.com/shop/manage, enter the email you paid with, and we email you a secure portal link. Cancelling there stops the renewal at the end of the current paid period.
Ad spend
Ad spend is the money paid to Google, Meta or any other advertising platform. It goes from your own payment method straight to Google and Meta, with no markup, on your own ad account, and the same applies to any other platform. It never passes through us.
Because we never hold it, we cannot refund it. A platform credit or refund, for example after a billing error, is between you and the platform. We help you request it and follow it up.
Our fee for managing the ads is a separate payment to us and follows this policy. The ad spend itself is never ours to refund.
What is not refundable
Some payments are not refunded, whatever the reason for asking, subject to the rights of EU and UK consumers set out below:
- Delivered work that meets its written scope.
- Time already spent at your request, such as extra revisions or out-of-scope work you asked for in writing.
- Third-party costs that a quote says are included in our price, such as a plugin licence or a stock asset bought for your project.
- A stage in progress or delivered, from its confirmed start date, and the deposit that paid for it. The scope-miss rule above still applies.
- A stage you asked us to start early, on the same boundary: from the start date we confirmed for it.
- Ad spend, for the reasons above.
Not sure whether a purchase falls in this list? Ask before you buy and we answer in writing within one business day.
How to request a refund
Email info@mindscrollers.com from the address you used to buy. Include the ticket reference from your dashboard or the invoice number, and say what the refund is for: the stage, the item or the period. No form, no call.
- We confirm receipt
- Within one business day, Monday to Friday.
- We decide
- Within 14 days of your email, and an approved refund is sent inside the same 14 days. If the answer is no, we say why in writing.
- Stripe payments
- Once approved, we issue the refund through Stripe the same day. It usually appears on your statement within 5 to 10 business days, depending on your card issuer.
- Bank transfers via Wise
- Paid via Wise inside the same 14 days, to the bank account the transfer came from. We ask for your bank account details when we confirm receipt, so send them at once. If that account is closed, tell us when you ask and we agree an alternative in writing.
Approved refunds go back to the original payment method. If that method is closed, tell us and we agree an alternative in writing.
Chargebacks and payment disputes
Contact us before you open a chargeback or payment dispute with your bank or card issuer. We answer within one business day and give you a written decision within 14 days, the same as any refund request.
We dispute a chargeback on work delivered to its written scope. We answer it with the delivery record from the client dashboard: the intake answers, the messages between us, the files and the delivery status, all dated. While a chargeback on delivered work is open, we may suspend your access to the client dashboard until it is resolved, as our Terms of service allow.
Email us first and you keep your access and get a written decision within 14 days.
EU and UK consumers
Our services are sold to businesses. A consumer is someone who buys for themselves and not for a trade, business or profession. If you buy as a consumer in the European Union or the United Kingdom, the law gives you rights this policy cannot reduce.
- You have 14 days from the day the contract is made to withdraw from it without giving a reason. Email info@mindscrollers.com and say you are withdrawing. We refund every payment, minus what you owe for work already delivered (see the next point), within 14 days of your email, to the method you paid with.
- If you ask us to start work inside those 14 days, you pay for what was delivered before you withdraw, in proportion to the price of the whole item.
- Before we start we ask you to confirm in writing that you want work to begin inside the 14 days and that the right to withdraw ends once the work is fully delivered. If you do not confirm, we wait until the 14 days have passed.
- Nothing in this policy limits your mandatory consumer rights.
Changes to this policy
When we change this policy, the new version goes on this page with a new effective date. A new version applies to purchases made and quotes approved after that date. An engagement already under way stays under the version you accepted unless you agree to the new one in writing. For a subscription or a retainer, a material change applies from the first renewal after we have emailed you 14 days notice, and you may cancel before then. A refund request is handled under the version that applied to the order, quote or renewal it concerns, the same rule as our Terms of service at mindscrollers.com/terms-of-service.
Contact
Questions about a refund, an invoice or this policy go to the company below.
- Legal name
- MINDSCROLLERS LLC, a Wyoming limited liability company
- Address
- 30 North Gould Street, Sheridan, WY 82801, United States
- info@mindscrollers.com
- Phone
- +30 693 115 1063
- Website
- mindscrollers.com