Refund and Cancellation Policy

Effective Date: March 1, 2026

We value the trust our clients place in us. Because our services involve reserving time, preparing customized materials, conducting research, developing strategy, and sometimes committing travel or outside resources, refunds are handled according to the type of service purchased and the amount of work already completed.

This policy applies to services and products offered by Alston Enterprise, LLC, including services provided under the KEYS Strategy, KEYS Leadership, KCIP, and Alston Arts Creatives brands.

Strategy Sessions and Consultations

Payments for individual strategy sessions, evaluations, consultations, and other appointment-based services reserve time on our calendar.

• Cancellations made at least 48 hours before the scheduled appointment may be rescheduled or considered for a refund.

• Cancellations made less than 48 hours before the appointment are non-refundable.

• Clients may request one reschedule without penalty when at least 48 hours’ notice is provided.

• Missed appointments without notice are non-refundable.

If preparation, research, evaluation, or other work has already begun before an appointment, the portion of the payment covering that completed work is non-refundable.

Customized Evaluations and Reports

Customized services—including Strategic Thread Finders, Website Clarity Evaluations, assessments, reports, strategy maps, and similar deliverables—require work that begins before the final product is delivered.

Once research, review, analysis, preparation, or production has begun, payments are non-refundable. If we are unable to complete the purchased service, the client will receive either a refund for the uncompleted portion or an agreed-upon replacement service.

Programs and Service Packages

Payments for multi-session programs, implementation services, consulting packages, and other extended engagements reserve both current and future capacity.

• Deposits and retainers are non-refundable unless otherwise stated in writing.

• Payments for work already completed are non-refundable.

• When a client ends a program early, any refund for the uncompleted portion will be determined according to the signed service agreement.

• Unused sessions do not automatically qualify for a refund.

• When appropriate, we may offer a service credit or allow remaining sessions to be used within an agreed-upon period.

If a proposal, invoice, or service agreement contains terms specific to a program or project, those terms will control.

Website and Creative Services

Deposits and initial payments for website development, design, branding, content creation, and other creative services are non-refundable once work has begun.

Payments made at project milestones reflect work already performed and are also non-refundable. If a client cancels a project, the client remains responsible for completed work, approved expenses, and any outstanding amount required under the project agreement.

Delays caused by missing content, approvals, access, or feedback from the client do not qualify the project for a refund.

Onsite Assessments, Community Projects, and Travel

Payments for onsite assessments, community programs, speaking engagements, facilitation, and other location-based services reserve dates and may require advance planning.

• Deposits and scheduling payments are non-refundable.

• Travel, lodging, transportation, reservation fees, and other expenses already paid or committed are non-refundable.

• When sufficient notice is provided, payments may be transferred to a rescheduled date, subject to availability and any additional costs.

• Cancellation and rescheduling terms contained in the individual project agreement will apply.

If we must cancel and cannot provide a suitable rescheduled date, payments for services we have not completed will be refunded. Expenses already incurred on the client’s behalf will be addressed according to the applicable agreement.

Workshops, Classes, and Events

Registration payments are non-refundable unless the event listing states otherwise.

A registration may be transferred to another eligible participant with advance approval. If we cancel an event, participants will receive either a refund of the registration fee or the option to transfer their registration to a rescheduled event.

We are not responsible for a participant’s personal travel or lodging

expenses unless expressly agreed in writing.

Digital Products and Downloadable Materials

Because digital products are delivered immediately and cannot be returned, purchases of downloadable resources, templates, guides, recordings, courses, and other digital materials are non-refundable once access has been provided.

Please contact us if:

• You were charged more than once for the same product;

• You did not receive access to your purchase; or

• A technical problem prevents the product from working as described.

We will make a reasonable effort to correct the issue or provide replacement access.

Subscription and Recurring Services

Unless otherwise stated in the offer, subscription and recurring service payments are non-refundable after a billing period begins.

Clients may cancel future renewals according to the cancellation process associated with the service. Cancellation stops future charges but does not retroactively refund the current billing period.

Client Delays or Failure to Participate

Refunds will not be provided when a project or service cannot be completed because the client:

• Does not provide required information, materials, access, approvals, or feedback;

• Stops responding or participating;

• Misses scheduled sessions;

• Changes direction after work has begun; or

• Decides not to use completed work or recommendations.

Projects that remain inactive because of client delays may be closed or require a restart fee, as outlined in the applicable service agreement.

Results and Outcomes

We commit to providing the services and deliverables described in the applicable offer or agreement. However, purchasing a service does not guarantee a particular financial, business, marketing, leadership, website, community, or organizational outcome.

A client’s dissatisfaction with results that depend on implementation, audience response, market conditions, third-party platforms, or decisions outside our control does not, by itself, qualify the purchase for a refund.

Requesting a Refund

Refund requests must be submitted in writing and include:

• The client’s name;

• The service or product purchased;

• The purchase date;

• The reason for the request; and

• Any relevant supporting information.

Approved refunds will be returned to the original payment method whenever possible. Processing times may vary depending on the payment provider or financial institution.

Individual Agreements

Some services include a proposal, contract, statement of work, registration page, or other written agreement with more specific cancellation and refund terms. When those terms differ from this general policy, the terms of the individual agreement will apply.

Nothing in this policy limits any cancellation or refund right that cannot legally be waived under applicable law.

Contact Us

Questions about this policy or requests for a refund must be submitted in

writing.

Alston Enterprise, LLC

Providing services through KEYS Strategy, KEYS Leadership, KCIP, and Alston Arts Creatives

Email: info@keyleadera.org

Website: www.KeyLeaderA.org

We value your experience and will work toward a reasonable solution when possible.

If you have concerns, please contact us.