Cancellation & Refund Policy

Effective Date: January 1, 2024   |   Last Updated: April 1, 2025   |   Governing Law: Nova Scotia, Canada

This Policy applies to all Services purchased from BuzzBronco. It is incorporated by reference into our Terms of Service. By purchasing any Service, you agree to the terms of this Policy. EU and UK consumers have additional statutory rights described in Section 5.

1. Overview and Scope

This Cancellation and Refund Policy (“Policy”) governs all requests for cancellation of, or refund for, Services provided by BuzzBronco (“Company”, “we”, “us”). It applies to all clients and customers (“Client”, “you”) who purchase Services, whether standard or rush, digital or otherwise.

All fees are quoted and payable in Canadian dollars (CAD) unless otherwise specified in the applicable agreement, statement of work, or purchase order (“Agreement”). This Policy must be read together with our Terms of Service, available at buzzbronco.com/terms-of-service/.

2. Cancellation Deadlines

Cancellation rights and refund eligibility depend on when the cancellation request is received relative to the commencement of work. The following rules apply:

2.1 Standard Orders: Cancellation Before Commencement

To be eligible for a refund on a standard order, you must submit a written cancellation request to info@buzzbronco.com no later than 24 hours before the agreed commencement date and time of the work, as specified in the Agreement.

• Refund if cancelled at least 24 hours before commencement: Full refund of any amounts paid, less a 10% administration fee to cover processing and preparation costs incurred prior to cancellation.
• Cancellation submitted less than 24 hours before commencement: The 50% upfront deposit paid at the time of signing the Agreement is forfeited in its entirety. No portion of the deposit will be refunded.

2.2 Rush Orders

A rush order is any order for which work is scheduled to commence within 24 hours of the signing of the Agreement.

For rush orders, the 50% upfront deposit is non-refundable upon cancellation by the Client for any reason, from the moment the Agreement is signed. By entering into a rush order Agreement, you expressly acknowledge and accept this condition.

2.3 Cancellation After Commencement of Work

Any cancellation request submitted after the Company has commenced work on the agreed deliverables is not eligible for a refund of any amounts paid. In addition, the full agreed fee set out in the Agreement becomes immediately due and payable upon cancellation after commencement, regardless of the stage of completion of the deliverables at the time of cancellation.

“Commencement of work” means the point at which the Company has begun any substantive activity related to the Services, including but not limited to research, planning, design, drafting, production, or strategy work.

3. How to Submit a Cancellation Request

To submit a valid cancellation request, you must send a written email to info@buzzbronco.com containing all of the following information:

1. Your full legal name and the name associated with the purchase;
2. The email address used at the time of purchase;
3. A description of the Service you purchased and the date of purchase;
4. The reason for cancellation (optional, but helpful for our records);
5. The agreed commencement date of the work as stated in your Agreement.

The date and time at which your cancellation email is received by the Company will be used to determine whether the request falls within the applicable cancellation window. You are advised to retain a copy of your sent email as proof of timely submission. An automatic acknowledgement will be sent by the Company upon receipt; if you do not receive an acknowledgement within 24 hours, please follow up by phone or alternate contact.

Cancellation requests submitted by any means other than email (e.g., by phone, text message, or social media) will not be accepted and do not constitute valid cancellation notices under this Policy.

4. Refund Processing

Where a cancellation request is validly submitted within the applicable deadline and a refund is approved, the following terms apply:

• Processing time: Approved refunds will be processed within 10 business days of the Company’s confirmation of the approved cancellation request.
• Refund method: Refunds will be issued through the same payment method used at the time of purchase, where technically possible. If the original payment method is unavailable, the Company will work with you to arrange an alternative refund method.
• Administration fee: Where a refund is approved under Section 2.1 (cancellation at least 24 hours before commencement), a 10% administration fee will be deducted from the refund to cover costs already incurred. This fee is not applicable where a refund is required by law.
• Payment processing fees: Third-party payment processing fees charged by the payment platform are not refundable by the Company, as these are charged and retained by the payment processor.
• Currency: Refunds will be issued in Canadian dollars (CAD). The Company is not responsible for any currency conversion losses or fees incurred by the Client.

5. EU and UK Consumer Rights — Statutory Right of Withdrawal

This section applies only to consumers resident in the European Union or the United Kingdom. It does not apply to business clients or to clients resident in Canada or other jurisdictions.

If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to withdraw from a services contract within 14 calendar days of entering into the Agreement (the “Withdrawal Period”), without giving any reason, under the Consumer Rights Directive 2011/83/EU and applicable national implementing legislation.

5.1 Loss of Withdrawal Right Upon Commencement

If you expressly request that the Company commence performance of the Services before the end of the 14-day Withdrawal Period, you acknowledge that you will lose your right of withdrawal once the Services have been fully performed. If the Services have been partially performed at the time of withdrawal, you may be required to pay for the portion of Services already delivered, calculated pro rata based on the total agreed fee.

The Company will obtain your express written consent before commencing any Services within the 14-day Withdrawal Period and will provide you with written confirmation that you understand the consequences for your withdrawal right.

5.2 How to Exercise Your Right of Withdrawal (EU/UK)

To exercise your right of withdrawal, you must notify the Company of your decision to withdraw from the Agreement before the end of the Withdrawal Period by sending a clear written statement to info@buzzbronco.com. You may use the following model withdrawal form, though it is not mandatory:

MODEL WITHDRAWAL FORM: To BuzzBronco, info@buzzbronco.com: I/We hereby give notice that I/We withdraw from my/our contract for the provision of the following service: [description]. Ordered on [date]. Name of consumer(s): [name]. Address: [address]. Date: [date].

5.3 Refund Upon Valid Withdrawal (EU/UK)

If you validly exercise your right of withdrawal and no Services have commenced, the Company will refund all payments received from you, including any administration fees, no later than 14 calendar days from the date on which the Company was informed of your decision to withdraw. Refunds will be made using the same payment method used for the original transaction, unless you have expressly agreed otherwise.

6. Digital Products and Licence Termination

If you receive a refund in respect of a digital product, program, template, or other deliverable that has been provided to you, the refund shall immediately and automatically terminate all licences granted to you to use such material. Upon receipt of a refund:

• You must immediately cease all use of the materials provided;
• You must permanently delete or destroy all copies of the materials in your possession or control, in any format, including but not limited to: video recordings, audio recordings, documents, templates, slide decks, designs, membership access, and digital assets;
• You must confirm in writing to the Company, upon request, that you have complied with this obligation.

The Company reserves the right to take legal action to enforce the return or destruction of materials and to recover damages for any ongoing use of materials following a refund.

7. Disputes

If you believe a refund decision was made in error, or you have a complaint regarding the application of this Policy, please contact us at info@buzzbronco.com with a detailed description of the issue and the outcome you are seeking. The Company will review the matter and respond within 10 business days.

If a dispute cannot be resolved informally, either party may escalate the matter in accordance with the dispute resolution provisions of the Terms of Service. EU consumers may also refer disputes to the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr/.

The Company does not waive any rights by choosing to resolve a dispute informally. In any dispute, the burden is on the Client to demonstrate timely submission of a cancellation request through contemporaneous evidence (e.g., email timestamps).

8. Changes to This Policy

The Company reserves the right to amend this Policy at any time. Changes will be posted to buzzbronco.com/refund-cancellation/ with a revised “Last Updated” date. The version of this Policy in effect at the time you entered into an Agreement will govern that Agreement, unless otherwise required by law.

9. Contact

For all cancellation requests and refund inquiries, please contact us at info@buzzbronco.com.

Effective Date: January 1, 2024

Last Updated: May 25, 2025a