Refund and Cancellation Policy
Last updated: October 5, 2026
This policy explains cancellations and refunds for services provided by Thirteen Pandas Inc. ("we", "us"). Your proposal or written agreement may set different terms for a specific project, and those terms apply to that project.
Free first month
Where we offer a free first month of lead generation management, there is no setup or management fee for that month, so there is nothing to refund. Advertising spend is paid directly to the advertising platform (see below).
Advertising spend
Ad budget is paid by you directly to Google, Meta or another platform. We do not receive it and cannot refund it. Any credits, refunds or billing disputes for ad spend are handled by the platform under its own terms.
Monthly management services
- No long-term contract. You may cancel at any time with written notice (email is fine).
- Cancellation takes effect at the end of the billing month already paid. Fees for a month already started are not refunded, but you will not be billed again.
- If we fail to deliver the services described in your agreement for a billing month, tell us within 14 days of the invoice and we will correct the work or credit a fair portion of that month's fee.
Websites, creative and AI agent builds
- Fixed-price projects may require a deposit or milestone payments set out in the proposal.
- Before work begins, you may cancel and receive a full refund of the deposit, less any third-party costs already incurred.
- After work begins, fees are refundable only for work not yet performed. Work already delivered, including drafts and revisions, is not refundable.
- Third-party subscriptions and usage costs (for example voice, SMS, AI or hosting providers) are billed by those providers and are not refundable by us.
BPO, call-center and retailer-program support
- Our fees cover consulting, setup support, process design and campaign work. They do not depend on a provider approving your application.
- Approval of any retailer, agent or dealer program is the provider's decision. We do not guarantee approval, and a provider's decision to decline or end a program is not a ground for a refund of work already performed.
- If we have not yet started substantive work, you may cancel within 7 days of payment for a full refund.
- Fees, commissions, bonds, deposits, equipment and training costs charged by a provider are set and collected by that provider and are not refundable by us.
No guarantees
Results depend on your market, offer, budget and team. We do not guarantee specific rankings, leads, calls, sales or return on investment, so a refund is not available simply because a result was not reached.
How to request a refund or cancel
Email [email protected] or call (365) 376-9333 with your name, business name and invoice details. We reply within 5 business days. Approved refunds are returned to the original payment method within 10 business days where possible.
Other policies
See our Terms of Service and Privacy Policy.
Contact
Thirteen Pandas Inc., 45 Heron Park Place, Scarborough, ON M1E 0B8 · (365) 376-9333