Refund Policy

Last updated: September 9, 2026

This policy explains when and how refunds are issued for services purchased from FBG Holding LLC. It applies to all payment methods, including credit and debit card payments. For notice periods and offboarding, see our Cancellation Policy.

1. Transaction Currency

All services are priced, invoiced, and charged in United States Dollars (USD). Refunds are issued in USD to the original payment method. If your card or bank account is denominated in another currency, the amount you receive may differ from the amount originally charged due to exchange rate movement and any fees applied by your card issuer or bank. FBG does not control and cannot reimburse those differences.

2. Recurring Managed Services

  • Recurring subscriptions are billed monthly in advance for the upcoming service period.
  • Amounts paid for a current or elapsed billing period are non-refundable. Cancellation requires 30 calendar days written notice, and service continues through the end of the paid period.
  • Service remains fully available for the entire period you have paid for. You are not charged for billing periods that begin after the notice period ends.
  • Where FBG fails to deliver a contracted service and the failure is not remedied, a credit or refund may be issued for the affected period at FBG's reasonable determination.

3. One-Time Setup Projects

  • Projects may be canceled in writing at any time before completion.
  • On cancellation, FBG invoices for work completed up to the cancellation date, plus any non-refundable third-party costs already incurred on your behalf. The remaining balance of any advance payment is refunded.
  • Work completed is assessed against the milestones and deliverables defined in the applicable proposal or Statement of Work (SOW).
  • Once a project has been delivered and accepted under the SOW, the engagement is considered complete and no refund is due.

4. Third-Party and Pass-Through Costs

Costs paid to third parties on your behalf — including domain registrations, SSL certificates, software licenses, cloud provider charges, and prepaid infrastructure commitments — are non-refundable once purchased, because these amounts are non-recoverable from the vendor. These costs are itemized on your invoice.

5. How to Request a Refund

  • Submit requests in writing to [email protected] with your company name, invoice number, and the reason for the request.
  • We acknowledge refund requests within 3 business days.
  • Approved refunds are processed within 10 business days of approval.
  • Refunds are returned to the original payment method. Card refunds typically appear on your statement within 5–10 business days after processing, depending on your card issuer. Bank transfer refunds are returned to the originating account.

6. Billing Questions and Disputes

If you believe an invoice or charge is incorrect, please contact us before disputing the charge with your card issuer. Most billing issues are resolved quickly and directly. Please raise billing concerns within 60 days of the statement date so we can investigate while records are readily available.

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