Narrative Council

# Refund, Cancellation, and Technical Failure Policy **Effective date:** September 1, 2026 **Last updated:** September 1, 2026 This policy applies to the one-time $99 USD plus applicable tax Strategic Communications Playbook sold by Hajar Labs LLC through Narrative Council. It is not a subscription. Statutory consumer rights are not waived or limited. ## Cancellation before work begins You may cancel for a full refund before the engagement has begun work. Work begins when the service starts processing your project to produce the Playbook. To request cancellation, email keith@narrativecouncil.com from the account email with your project name and payment date. Do not include card numbers. ## Our bounded delivery commitment Every accepted engagement has a report-delivery objective. We ordinarily generate the report within hours, but timing is an estimate, not a guarantee. We may use up to two targeted repair cycles to improve a report. We do not run an endless correction loop. After that bounded recovery, we will release the best safe, client-useful report available, with clear limitations if needed. If we cannot produce a client-useful safe full report after bounded recovery, we will issue a full refund. We may preserve and share any safe preliminary deliverable that can responsibly be provided; the refund is not conditioned on surrendering that material. If content is unsafe or unlawful to provide, we may withhold that content and provide a safe explanation where practicable. ## After work has begun After work has begun, a change of mind alone does not ordinarily create a refund right because the service is tailored to the submitted project. However, you retain all mandatory consumer rights, and the delivery commitment above still applies. Contact us promptly so we can review the issue and identify the appropriate remedy. ## Billing errors, refunds, and chargebacks For a duplicate charge, billing error, or delivery concern, email keith@narrativecouncil.com first. We will investigate and, when a refund is due, issue it through the original payment method when possible. Your bank or payment provider may determine when the credit appears. You may use applicable card-network or consumer-protection processes; please give us the opportunity to resolve the concern quickly first. ## How to contact us Email keith@narrativecouncil.com with your account email, project name, payment date, and a concise description. We may ask for information reasonably needed to locate the purchase and prevent fraud. Do not send passwords, full payment-card numbers, or unnecessary sensitive information.