Refund Policy
Last updated: August 26, 2026
The Local Line offers a mix of working sessions, project-based services, ongoing support, and digital products.
Because those types of work are delivered differently, cancellation and refund eligibility can vary by purchase.
This policy explains the general approach. Any refund or cancellation terms included in a specific offer, proposal, invoice, booking confirmation, or service agreement will take priority for that purchase.
WORKING SESSIONS & FIRST FIXES
Booked working sessions reserve dedicated time.
A session may be rescheduled with reasonable notice if something comes up.
If a session is canceled before work or preparation has begun, a refund may be available depending on the circumstances and any terms shown at the time of booking.
Once substantial preparation has been completed or the scheduled session has taken place, the payment is generally non-refundable.
Missed appointments or cancellations made after the scheduled start time are not normally eligible for a refund.
SPRINTS & PROJECT-BASED SERVICES
Sprint and project payments may cover research, planning, preparation, creative work, reserved project capacity, software setup, strategy, or other work completed before a final deliverable is handed over.
For that reason, payments are not automatically refundable once work has begun.
If a project is canceled before completion, any refund will be based on:
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work already completed;
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time already spent;
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project expenses already incurred;
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materials or deliverables already provided; and
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any non-refundable deposit or payment terms agreed to before the project began.
If the amount already paid exceeds the value of work and expenses completed at the time of cancellation, the remaining balance may be refunded.
Any project-specific cancellation terms in a proposal or service agreement will control.
DEPOSITS
When a deposit is required to reserve project time, that deposit may be non-refundable once scheduling, planning, research, preparation, or project work has begun.
If different deposit terms apply to a particular project, they will be provided before payment.
ONGOING SERVICES
Ongoing services, including recurring content, social media, creative operations, or other partnership work, may have their own cancellation requirements.
Payments covering work that has already been performed are non-refundable.
If services are canceled during an active billing period, work already completed and any contractual notice period will still apply.
The applicable service agreement will explain any specific notice requirements, final payment obligations, or cancellation terms.
CONTENT CAPTURE & RESERVED PRODUCTION TIME
Content capture sessions and other production appointments require time to plan and reserve.
If a session needs to move, rescheduling is generally preferred over cancellation.
Payments may become non-refundable once preparation has begun or project time has been reserved, particularly when the cancellation occurs close to the scheduled date.
Any non-refundable expenses already incurred for the session will not be included in a refund.
DIGITAL PRODUCTS
Because digital products can usually be accessed immediately after purchase, completed digital purchases are generally non-refundable.
This may include:
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templates
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guides
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worksheets
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downloadable resources
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digital systems
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educational materials; and
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other instantly accessible products.
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If a file is defective, inaccessible, duplicated accidentally, or there is another technical problem with the purchase, contact The Local Line so the issue can be corrected.
Nothing in this section limits any refund rights required by applicable law.
CUSTOM OR PERSONALIZED MATERIAL
Work created specifically for one business generally cannot be returned in the same way as a physical product.
Once custom strategy, design, writing, setup, research, systems work, or another personalized deliverable has been completed, that portion of the project is non-refundable.
If a concern arises during a project, please raise it as early as possible so there is an opportunity to address it before the work is complete.
IF THE LOCAL LINE CANCELS
If The Local Line is unable to provide a paid service and a reasonable reschedule or alternative cannot be arranged, any payment covering work that has not been completed will be refunded.
Amounts covering work already delivered or expenses already incurred may still be retained where appropriate.
CHANGE OF MIND
A change of mind does not automatically qualify a completed service, completed session, custom deliverable, or accessed digital product for a refund.
When work has not yet begun, contact The Local Line as soon as possible. Whenever reasonable, the goal will be to find a fair solution based on the stage of the purchase.
HOW TO REQUEST A REFUND OR CANCELLATION
To ask about a refund, cancellation, or reschedule, contact:
The Local Line
ash@the-local-line.com
(916) 720-4252
Please include the name used for the purchase, the service or product purchased, and a brief explanation of the request.
Refund requests are reviewed based on the type of purchase, work already completed, and any terms agreed to at the time of purchase.
REFUND PROCESSING
Approved refunds will generally be returned using the original payment method when possible.
Banks and payment processors may require additional time to post a refund after it has been issued.
The Local Line does not control processing times imposed by third-party payment providers or financial institutions.
A FINAL NOTE
Things change.
Schedules move, businesses pivot, and sometimes a project that made sense when it was booked no longer fits the same way.
The goal of this policy is not to make those moments harder. It is to keep expectations clear and make sure completed work, reserved time, and actual project costs are handled fairly on both sides.
When something changes, reach out early.
A reasonable solution is much easier to find while there is still room to adjust.