CANCELLATION POLICIES
Creative Maven Professional Services General Descriptions and Cancellation, Credit and Refund Policy
Please read this policy carefully. This is the Creative Maven Professional Services General Descriptions and Cancellation, Credit and Refund Policy (“Cancellation Policy”) for Creative Maven Inc. (“Creative Maven”) that applies to all Professional Services as that term is defined in the Terms of Use, which is herein incorporated by reference. By making a purchase from Creative Maven, you are agreeing to the terms contained within this Cancellation Policy. In the event of a conflict between the terms set forth in this Cancellation Policy and our Terms of Use, these terms will control. If there are any areas of this Cancellation Policy that you are not comfortable with, please do not make your purchase, as by making a purchase, you are agreeing to the terms set forth below.
This Cancellation Policy is subject to change without prior notice. We encourage our clients to revisit this page often to be updated on certain terms that have been changed. Any changes to this Cancellation Policy will apply prospectively only. The Cancellation Policy in place at the time you made your purchase will apply to that purchase unless we mutually agree otherwise.
Creative Maven has full confidence in the wide range of services we offer, and we are dedicated to providing exceptional and reliable services. Our goal is to establish a long-term, profitable, win-win relationship with our clients. We have a very high retention rate. We make certain that we fully understand the work that is expected from us and deliver best practice services to our clients.
General Policies
For all services, Creative Maven does not offer any refund or credits for services already delivered or rendered, or for any other expenses or other charges which are non-recoverable for Creative Maven. There are no refunds or credits for any funds spent on third-party search engines or social media. The client is ultimately responsible for the costs and charges of these third parties. Subject to the exceptions below, all sales are final and all payments (including deposits) are nonrefundable.
Lapsed Services
We understand life happens and circumstances may prevent you from starting or even completing services purchased within an appropriate timeline. However, if you pay for services and fail to start or have your initial session within 60 days of your initial payment, you forfeit any payments you have made and no refunds for these payments will be issued, without exception.
A Note on Payment Plans
If you invest with us using a multi-pay or payment plan and you decide to stay in the program, you are responsible for completing your monthly payments. If your credit card lapses, we will reach out to you and give you a 7-day grace period to send us your new information. If you do not send us your up-to-date information during the 7-day grace period, program access will be suspended. If you are not able to bring your account into good standing within 7 days after suspension of your account, we will reluctantly turn your account over to our collection agency.
Professional Services
1. Coaching and Teaching Services
1.1. One on One Coaching
1.2. Coaching Packages
2. Agency Services
2.1. Pay Per Click Services
2.2. Social Media Campaigns and Other Marketing Services
3. Graphic Design Services
3.1. Print Media Design Services
3.2. Website Wireframes and Design
4. Classes
4.1. Workshops/Webinars
4.2. Website Wireframes and Design
Professional Services
- Coaching and Training Services
1.1. One on One Coaching
A great deal of Creative Maven’s energy, time, thought and heart goes into preparing for and being present on our calls together. We promise to honor our appointments and be on time. In turn, we ask that you also prepare for each session and show up on time. If you are late for your appointment, you lose that time. If you do not show, you will still be charged in full.
For any single session canceled by you more than 24 hours in advance of the scheduled session time, you may reschedule your session. However, there are no refunds for single sessions if canceled by you for any reason within 24 hours of the scheduled session time. This is a no exception Cancellation Policy. Meaning, if you are sick, stuck in traffic, or called to a work meeting that will require you to miss our session or any other event or circumstance that might arise that causes you to miss our session, you will still be charged in full for that session if canceled within 24 hours of the scheduled session time. Creative Maven is held to the same standard. If your coach has to cancel or miss a session within 24 hours of the start time, we will comp you a session, as well as reschedule your missed session. In rare circumstances, Creative Maven may need to reschedule a session more than 24 hours in advance of the scheduled session time. If this is necessary, we will work with you to promptly reschedule the session at a time and date acceptable to you.
Please always call Creative Maven if you are going to be late. For coaching, Creative Maven will call you within 5 minutes of the start time, and if you are not available, we will leave one message and attempt to call you back within 5 minutes. If you are not available within 15 minutes of the scheduled start time, then Creative Maven will deem the session a "no show." You will be charged in full for such a session (see above).
A coaching session must be scheduled within 14 days of purchase and used within 30 days of purchase.
Please plan to arrive at least 15 minutes early for your appointment so we can start on time if you are doing a session in person.
1.2. Coaching Packages
A great deal of Creative Maven’s energy, time, thought and heart goes into preparing for and being present on our calls together. We promise to honor our appointments and be on time. In turn, we ask that you also prepare for each session and show up on time. If you are late for your appointment, you lose that time. If you do not show, you will still be charged in full. To cancel a session, you must contact Creative Maven 24 hours in advance of your scheduled session to be allowed to reschedule. You will be allowed to cancel and reschedule a session within 24 hours of your session only one time. For all other cancellations within 24 hours, you will be charged in full for the canceled session without a refund.
If your coach has to cancel or miss a session within 24 hours of the start time, we will comp you a session, as well as reschedule your missed session. In rare circumstances, Creative Maven may need to reschedule a session more than 24 hours in advance of the scheduled session time. If this is necessary, we will work with you to promptly reschedule the session at a time and date acceptable to you.
Creative Maven is committed to providing all coaching participants with a positive experience. Creative Maven may, at its sole discretion, terminate the coaching package, and limit, suspend, or terminate your participation in the coaching package without refund or forgiveness of monthly payments if you become disruptive or difficult to work with, if you fail to follow the program guidelines, or if you impair the participation of program instructors or program participants. If Creative Maven must cancel a coaching package due to an administrative issue, you may receive a pro-rata refund on services not yet rendered. Creative Maven reserves the right to terminate a coaching package at its sole discretion before the first class for any reason. In this case, you will receive a full refund.
Entry into a coaching package program is based on your acceptance into the program after attending the first session. After the first class, both you and Creative Maven have the right to opt-out for a full refund, in accordance with the following terms. If you have booked a coaching package and do not want to continue, you must contact us within 24 hours after the initial session to let us know that you do not wish to continue with the program. Failure to contact us within 24 hours after your initial session will result in your forfeiture of the entire cost of the package. Except for the limited right to cancel after the first session as described above, there are absolutely no refunds on coaching packages.
Upon providing a deposit or full payment, you are authorizing Creative Maven to process your payment. Upon your acceptance into the program, you are responsible for the full payment of fees for the program. No refunds will be issued if you are accepted into the program and all installments must be paid on a timely basis, subject to the cancellation terms above.
- Agency Services
2.1. Pay Per Click (“PPC”) Services
We work month-to-month to prove our value. For the cancellation of services, we ask that you please provide us 30 days’ notice. Due to the nature of Search Engine Optimization (“SEO”) services, most of our SEO services have a 3-month minimum purchase requirement. For web development work, final project fees are due upon completion of the project.
2.2. Social Media Campaigns and Other Marketing Services
For social media campaigns and other marketing services, Creative Maven will provide proofs and a proposed final draft for client review and approval. Client is ultimately responsible for all content put into the market prior to distribution. Any delays in timely client review and approval of these pieces may result in the delay of tactic deployment. In such circumstances, Creative Maven is not responsible to the client for any reimbursement or credit for agreed-upon work.
- Graphic Design Services
3.1. Print Media Design Services
Design costs paid to Creative Maven are non-refundable. Printing costs paid to Creative Maven are refundable only if printing error is determined to be Creative Maven's fault. Creative Maven is not responsible for damages incurred due to printing errors or problems from our files if full specifications from the printer were not provided or were incorrect/inaccurate, or if you supply the wrong files to the printer. We provide the design files via email or online only. No physical items will be shipped to you.
As a courtesy to our clients, payment schedules for campaigns and recurring marketing services may be invoiced on a monthly or quarterly basis, dependent upon client preference. All payments for recurring work are due no later than the intended date of deployment in order to commence work. Any delays in client payment may result in a delay to the campaign or project. Clients may cancel and renew their social media campaigns and other marketing services without penalty provided that the client provides Creative Maven 60-day in advance written notice as a formally documented request to cancel and renew.
3.2. Website Wireframes and Design
We provide all prospective clients with access to an extensive portfolio to review prior to hiring us for project work to ensure comfortability with the quality of our work and to assess fit between our team and needed skill to execute the website design. If you have any questions or concerns, please contact us prior to making a payment for our services.
Payments for custom design projects are made to us in increments as a courtesy to the client. Payment terms require 60% of total project costs to be paid upfront for the commencement of work. The remaining 40% of payment is due upon website launch. Once a payment or deposit is made, it is non-refundable. If a project is canceled or postponed, all monies paid are retained by Creative Maven and if applicable, a fee for all work completed beyond what was already paid for shall be paid by the client.
- Classes
4.1. Workshops/Webinars
We tailor our standard workshop and webinar offerings to the individual or client’s business. For any and all scheduled workshops and webinars, 5 business days’ notice is required to change the date/time of the meeting. Should notice not be provided within the given timeframe, the individual or client will be charged the full amount of the workshop or webinar. Deposits required to commence work on all projects are non-refundable.
4.2. Website Wireframes and Design
Your satisfaction with our online classes is important to us. Students who have been enrolled in an online class may reschedule, request to obtain credit, or request a refund without penalty by sending written notification via email at least 10 days before the scheduled class date. Credit must be used within 30 days of the request for credit.
Individuals who cancel a class less than 10 days before the class start date will be charged a nominal $50.00 USD administrative and processing fee and may: (1) reschedule for another class within their program subject to class availability; (2) request to obtain credit; or (3) request a refund. However, for cancellations within 24 hours of a class, there will be no refund and no right to reschedule.
Creative Maven reserves the right to reschedule or cancel any scheduled training/class or replace personnel due to low enrollment or circumstances beyond our control for any reason and at any time. If a class is rescheduled or canceled, participants will be given notice by Creative Maven at least five business days before the start of class. Students may then choose to enroll in the next available offering of the course, choose another course, or obtain course credit. While Creative Maven encourages students to reschedule or obtain credit, alternatively, students may also request to receive a refund within 24 hours of the rescheduled or canceled training/class.