We want every client to feel confident working with us. This policy explains how cancellations and refunds work. Your signed proposal or service agreement may include additional terms.
1. Free consultations
The first consultation is free. Please let us know at least 24 hours in advance if you need to cancel or reschedule.
2. Paid sessions
- Cancel or reschedule at least 48 hours before a paid session for a full refund or free rescheduling.
- Cancellations made less than 48 hours before a session may be charged up to 50% of the session fee.
- Missed sessions without notice are not refundable.
3. Project and retainer engagements
- You may cancel a project or retainer with 14 days' written notice.
- You will be billed for work completed and approved expenses up to the cancellation date.
- Any prepaid amount for work not yet started will be refunded.
- Deposits used to reserve time and start work are non-refundable once work has begun, unless your agreement says otherwise.
4. Satisfaction
If you are unhappy with any part of our work, please tell us within 7 days of delivery. We will review the concern and, where reasonable, revise the work at no extra cost.
5. How refunds are paid
Approved refunds are issued to the original payment method within 10 business days.
6. Cancellation by ALEZEM LLC
If we need to cancel or cannot complete an engagement, we will refund any amount paid for work not delivered.
To cancel or request a refund, email us with your name, the service, and the date of your booking or invoice.
Contact us
Questions about this policy can be sent to or by mail to ALEZEM LLC, 5205 Plume Dr, Louisville, KY 40258.