Refund policy.
How refunds work, service by service. Plain language, no fine print — written the way we would want it written if we were the client.
Effective date: April 30, 2026 · Last reviewed: April 30, 2026
This policy describes how TISSA Consulting LLC ("TISSA," "we," "us") handles refund requests across our four service tiers. We are a small boutique practice and we read every refund request personally. The default answer is "let's talk about what went wrong" — not "no."
The terms below override anything inconsistent in marketing materials. They do not override the specific terms of a signed engagement letter, which always governs.
01 · Express Diagnostic.
Full refund within 7 days of the kickoff call if you decide the work is not for you, for any reason, with no questions asked. We will return the full $500 to the original payment method inside 5 business days.
Partial refund available after the Diagnostic Memo is delivered, if you believe the work did not meet the scope described on the service page. Email us within 14 days of delivery describing what was missing. We refund 50% in any plausible dispute and the full amount if we agree the work fell short.
No refund once you have accepted the Decision Memo and proceeded to a downstream engagement (Master Book or Owner's Rep) — at that point the $500 is credited toward the larger engagement and forms part of its fee.
02 · Brand Master Book — $2,500.
The Master Book is structured as three milestone payments: 30% at kickoff, 40% at the System Build gate, 30% at delivery. Each payment unlocks the next phase of the work. Refunds are handled at the milestone level.
Kickoff payment (30%) — refundable within 7 days of the kickoff call if you decide not to proceed. After 7 days the kickoff payment is non-refundable because foundational research has begun.
System Build payment (40%) — refundable on partial basis only if the work delivered at the gate is materially out of scope. The standard is "would a reasonable trained reviewer say this matches the engagement letter?" — not personal preference. If we agree the work is out of scope, we issue a partial refund proportional to the unbuilt scope. If we disagree, we go to the dispute path described below.
Delivery payment (30%) — refundable on partial basis only under the same standard. Once the Master Book is delivered and signed off, the engagement is complete and no further refund applies.
We read every refund request personally. The default answer is "let's talk about what went wrong" — not "no."
03 · Owner's Rep — Quarterly retainer.
The retainer is billed monthly in advance.
Cancel anytime. Email us before the next billing date and the next month does not run. We do not lock you in.
No refund on the current month. Once a billing month has run, we have already held the Gate slot, scheduled the audit, and started the work for that period. The fee for that month is non-refundable.
Refund on prepaid months if you paid for multiple months upfront and choose to cancel. Unused future months are refunded in full.
04 · Strategic Add-ons.
Add-ons (audits, brand training, vendor onboarding, signage spec) are scoped as fixed-fee projects with a written scope statement. The fee schedule and refund terms are documented in the engagement letter for each add-on.
The general rule is identical to the Master Book: refundable before kickoff, partial refund on scope dispute, no refund after delivery and signoff.
How to request a refund.
One step. Email info@tissaconsulting.com with the subject line "Refund request — [service name]" and a one-paragraph description of what went wrong. You do not need to lawyer the message — write the email you would write to a colleague.
We acknowledge the request inside 2 business days, propose a resolution inside 7 business days, and process the refund (when agreed) inside 5 business days after that. Most requests resolve in under two weeks.
Disputes.
If we disagree on whether a refund is owed, we will offer one of three paths.
Path 1 · Independent review. We send the engagement letter, the delivered work, and a written summary of both sides to one mutually agreed external reviewer (a senior brand consultant outside TISSA, named at the time of engagement). Their assessment is binding.
Path 2 · Mediation. We engage a New York-based mediator at shared cost (50/50). Non-binding, but most disputes resolve here.
Path 3 · Litigation. The engagement letter specifies New York County as the venue. We will never have tried to reach this path. Almost no client ever has either.
What is not refundable.
Time already invested. If we have run interviews, conducted audits, or produced written work, the time has been spent and the corresponding portion of the fee is not refundable.
Third-party costs. If your engagement included pass-through costs (printing, photography, licensed assets, vendor fees), those are non-refundable once incurred — we do not mark them up, so there is no margin to refund.
Free resources. The PDFs at tissaconsulting.com/resources are free. There is nothing to refund.
Changes to this policy.
If we change this policy materially, we update the "Effective date" at the top. Changes never apply retroactively to engagements already underway — the version of this policy in effect when you signed your engagement letter is the version that governs your work, even if we publish revisions later.
Contact.
Questions, refund requests, or disputes:
TISSA Consulting LLC
2419 7th Ave
New York, NY 10030
info@tissaconsulting.com
+1 (347) 379-3599
For the terms governing how we handle the information you share with us, see the Privacy Policy.
