Cancellation and Refund Policy
At Creative Soil, we are committed to delivering high-level strategic guidance, brand development, and premium retail distribution for our clients. Because we operate as a B2B service agency and our work involves the immediate allocation of time, resources, and access to our proprietary retail network, our cancellation and refund policies differ from standard e-commerce platforms.
By purchasing one of our monthly retainer packages (Seed, Growth, or Cherry-pick) or engaging in our strategic services, you agree to the following terms:
1. Non-Refundable Retainer Fees
All monthly retainer fees and one-time setup costs are strictly non-refundable. When you secure a package with Creative Soil, we immediately allocate our team's time, begin market research, and initiate contact with our retail network on your behalf. Because this strategic time and network access cannot be "returned," we do not offer refunds on services already rendered or billing cycles that have already commenced.
2. Cancellation Notice Period
We believe in earning your business every month, which is why our standard packages operate on rolling monthly agreements. However, to ensure a smooth transition and wrap up any active retail pitches, we require a 30-day written notice to cancel any ongoing retainer.
To cancel your service, you must email your dedicated account manager or contact us directly at hello@creativesoil.co. You will be billed for one final month from the date your notice is received, during which time our team will continue to execute your strategy and finalise any pending buyer introductions.
3. Retail Commission Continuity
A core part of the Creative Soil ecosystem is securing lucrative retail placements for your brand. If you choose to cancel your monthly retainer, please note that our right to retail commission survives the termination of the contract.
If Creative Soil has initiated an introduction, pitched your brand, or secured a listing with a retailer, supermarket, or independent venue during your active contract period, the agreed-upon commission structure for that specific account will remain in place and payable, even after the monthly retainer has ended. We believe in earning alongside our clients, and this ensures our team is fairly compensated for the doors we have opened for your brand.
4. Pausing Services
We understand that supply chain issues or manufacturing delays can occasionally arise for FMCG brands. If you need to temporarily pause your monthly retainer rather than cancel, please contact us. Account pauses are granted at the sole discretion of the Creative Soil management team and require a minimum of 14 days' notice before your next billing cycle.
5. Mutual Termination
Creative Soil reserves the right to terminate an agreement at any time if a client breaches our terms of service, engages in unprofessional conduct, or fails to provide the necessary brand materials required for us to execute our pitches. In the event that Creative Soil initiates the termination without cause, a prorated refund will be issued for any unfulfilled days remaining in the current billing cycle.
