Refund Policy
This Refund Policy explains how The Wine Firm handles payments, cancellations, and refunds for advisory services, programs, and related wine-industry engagements. By confirming a project or engagement with us, you agree to the terms outlined below.
1. Scope of This Policy
Our refund policy applies to all professional services rendered by The Wine Firm. This includes but is not limited to market intelligence reports, DTC consumer modeling, and winemaking advisory. Each engagement is governed by a specific Scope of Work (SOW) that complements these general terms.
2. Advisory Services and Consulting Engagements
Professional advisory services are billed based on expertise and time-intensive research. Once work has commenced on a specific project phase, fees associated with that phase are generally considered earned and non-refundable due to the custom nature of the intelligence provided.
3. Strategy Sessions and Initial Consultations
Strategy sessions and initial consultations require significant preparation and resource allocation. Cancellations made with less than 48 hours notice may be subject to a cancellation fee equivalent to 50% of the session rate to cover preparation costs.
4. Project Deposits and Milestone Payments
Major consulting projects often require an initial deposit to secure advisory availability. Deposits are non-refundable once the project kickoff has occurred. Subsequent milestone payments are refundable only if the work for that specific milestone has not yet been initiated.
5. Cancellations and Rescheduling
We understand the dynamic nature of the wine industry. Clients may reschedule sessions with at least 72 hours notice without penalty. Repeated rescheduling or last-minute cancellations may result in the forfeiture of service credits or deposits.
6. Non-Refundable Services and Third-Party Costs
Certain expenditures, such as third-party data licensing, specialized laboratory testing, or pre-approved travel expenses, are strictly non-refundable once incurred by The Wine Firm on the client's behalf.
7. Changes to Project Scope
Significant alterations to the project scope during an active engagement may require a reassessment of fees. Any work performed under the original scope prior to the change request remains billable and non-refundable.
8. Refund Requests and Review Process
All refund requests must be submitted in writing to our billing department. Each request is reviewed on a case-by-case basis, considering the percentage of project completion and the specific circumstances surrounding the request.
9. Timing of Approved Refunds
Approved refunds are processed within 14 business days of the written determination. Payments will be returned via the original payment method unless otherwise agreed upon in writing by both parties.
10. Payment Methods and Currency
The Wine Firm accepts payments in USD via major credit cards and wire transfers. Refunds will be issued in the same currency; The Wine Firm is not responsible for fluctuations in exchange rates or intermediary bank fees during the refund process.
11. No Guarantee of Commercial Results
While we provide high-level expertise and market intelligence, The Wine Firm does not guarantee specific commercial outcomes or financial returns. Consultative advice is provided as is, and fees are paid for the advisory expertise, not specific sales results.
12. Policy Updates
The Wine Firm reserves the right to update this Refund Policy at any time. The policy in effect at the time of project confirmation will govern that specific engagement. We encourage clients to review this page periodically for changes.
13. Contact for Billing and Refund Questions
For questions regarding billing, invoices, or this Refund Policy, please contact our administrative office directly. We are committed to maintaining professional and transparent financial relationships with all our industry partners.