Policy details
Last updated: April 20, 2026
Refund contact: [email protected]
Refund Policy
Refund Policy for the CitrusGate Decision Friction Brief
This is a fixed-scope service, not a subscription. Refunds remain available before order-specific work starts, usually stop once that work begins, and remain available if CitrusGate cannot deliver the service as described.
At a Glance
Before Work Starts
Full refunds are available until order-specific research, analysis, drafting, or review begins.
After Work Starts
Once substantive work on the brief has started, the order is generally non-refundable.
If Delivery Fails
If CitrusGate cannot deliver the brief as described, or if the delivered brief misses the submitted live decision or promised structure, CitrusGate will revise once or refund the order.
How to Request
Email [email protected] with the order ID, the work email used for the order, and the reason for the request.
1. Summary
This policy applies to the Decision Friction Brief sold through CitrusGate. The policy is simple: the order is refundable before substantive work starts, becomes non-refundable once substantive work has started, and may be refunded if CitrusGate is unable to deliver the service as promised.
2. Before Work Starts
If CitrusGate has not started substantive work on your order yet, you can request a full refund.
3. When Work Starts
For this policy, substantive work means order-specific research, analysis, drafting, or review tied to your brief. In normal operation, that begins after payment is verified and the required intake is complete.
Opening checkout, creating an order record, confirming payment, or waiting on the required intake does not by itself mean substantive work has started.
4. After Work Starts
Once substantive work has started for your order, the brief becomes non-refundable because the paid analysis is already underway.
5. If CitrusGate Fails to Deliver
If CitrusGate cannot deliver the brief as described and no revised plan is accepted by the buyer, the buyer may request a full refund.
If CitrusGate does deliver a brief but it does not address the submitted live decision or misses the promised structure, CitrusGate will revise it once or refund the order. This is a deliverable-integrity rule, not a guarantee of agreement or deal outcome.
6. Duplicate Charges
If you were charged more than once for the same intended order, contact CitrusGate and we will correct the duplicate charge.
7. How Refunds Are Issued
Approved refunds are sent back through the original payment method. Stripe and your bank or card network may take additional time to post the refund after CitrusGate submits it.
8. Requesting a Refund
Send the request to [email protected] and include the order ID, the work email used for the order, and the reason for the request.
This page works together with the Terms of Service and does not replace them.