Refund & Cancellation Policy
Maison Pence provides strategic brand architecture services, digital products, and printed materials designed with care and precision. Because much of our work is customized and intellectual in nature, our policy ensures fairness while maintaining the integrity of our creative process.
Custom Services
All commissioned work — including The Appraisal, The Blueprint, The House System, and The Structural Brand Architecture™ Commission — is custom-created for each client.
Payments & Refunds:
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Deposits and retainers are non-refundable once work has begun.
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If a project is canceled by the client before completion, all completed work up to that point will be invoiced.
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Refunds are not provided for change-of-mind or project redirection once discovery and strategy phases have commenced.
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Maison Pence reserves the right to postpone or terminate a project for non-payment, scope changes, or lack of communication.
Deliverables remain the property of Maison Pence until final payment is received in full.
Digital Products
Digital items such as templates, workbooks, or downloadable materials are non-refundable once downloaded or accessed.
We encourage clients to review product descriptions carefully before purchase.
If you experience technical issues accessing a file, please contact us — we’ll ensure you receive the correct download promptly.
Printed Materials
Luxury printed materials (such as bound strategy books or brand guides) are non-refundable once approved for production.
If a printed item arrives damaged or defective, please contact us within 7 business days of receipt, and we will work with the printer to arrange a replacement if applicable.
Cancellation by Maison Pence
Maison Pence reserves the right to cancel a service or engagement at any time due to unforeseen circumstances, lack of client participation, or ethical concerns.
In such cases, clients will receive a prorated refund for any uncompleted work.