Refund
Policy.

This policy applies to every engagement purchased through our Shop and to fixed-scope work agreed by email or statement of work. It forms part of our terms of service. Where a signed statement of work sets different refund terms, that document controls.

Our engagements are professional services delivered as digital materials — strategy documents, audits, playbooks, templates, and recorded sessions. Value is created through practitioner time rather than shipped goods, so once work has begun the time spent cannot be recovered or resold.

You may cancel for a full refund at any point before we start work or release any materials. Email hello@rh-research.com with your order details.

“Work begins” means the earlier of: our onboarding call taking place, our review of the accounts or data you shared, or the first draft deliverable being sent to you.

• Fees are earned in proportion to the work performed, and the earned portion is non-refundable.
• If you cancel mid-engagement, we deliver whatever is complete at that point and refund any clearly undelivered portion.
• Retained engagements can be ended with 30 days’ written notice; the current period is not refunded.

• Completed engagements where all described deliverables have been provided.
• Sessions missed or cancelled with less than 24 hours’ notice.
• Dissatisfaction with strategic conclusions that were delivered as scoped — business outcomes are never guaranteed.
• Third-party costs already committed on your behalf and approved by you.

If we materially fail to deliver an engagement as described and cannot remedy it within 14 days of you notifying us in writing, we will issue a prorated refund for the undelivered portion. This is your sole and exclusive remedy for non-delivery.

To request a refund, email us with your order reference and the reason.

• We acknowledge requests within 2 business days.
• We decide, and explain the decision, within 10 business days.
• Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank or processor.

Please contact us before raising a chargeback — most issues are resolved quickly by email. A chargeback filed without first contacting us in good faith is a material breach of our terms, and we may suspend delivery and recover costs while the dispute is investigated.

We may grant a refund outside this policy where circumstances clearly warrant it. Doing so once does not waive this policy for future orders, and nothing here limits rights you have under applicable law.

We may update this policy at any time. The version in effect on the date of your order is the one that applies to that order.

RH Research — hello@rh-research.com, +1 (555) 014-2200, Mon–Fri 9am–6pm ET. Or use the contact page.