Fulfillment Policy

Last Updated: July 9, 2026

General Policy

BStrong Marketing LLC (“BStrong Marketing,” “we,” “us”) provides marketing, positioning, and web design solutions to businesses and individuals. This Fulfillment Policy outlines the terms related to the delivery of our services, payment expectations, and related procedures.

By engaging our services, you agree to the terms outlined in this Fulfillment Policy. If you have questions, please contact us at info@bstrongmarketing.com.

Services Offered

BStrong Marketing provides:

• Positioning strategy and messaging (Brave Messaging Framework)
• Website design and development
• Search Engine Optimization (SEO)
• Content creation and social media management
• Marketing strategy consulting
• Brand identity and graphic design services

All services are customized based on client needs and outlined in a project proposal or Scope of Transformation document prior to the start of work.

Payment Structure

Positioning Services (Brave Messaging Engagements)

Positioning engagements follow tier-specific payment structures as outlined in the signed engagement agreement:

• Tier 1 (Positioning Intensive): 100% due at signing before work begins.
• Tier 2 (Authority Architecture): 50% due at signing, 50% due at delivery of final assets.
• Tier 3 (Category Creator): 40% due at signing, 30% due at core asset delivery, 30% due at the month 6 check-in.

All positioning engagement payments are non-refundable once work has commenced. The diagnostic call is complimentary and carries no payment obligation.

Project-Based Services (Web Design, Branding, SEO Setup)

For project-based services, payments are typically structured as follows:

• 50% deposit due before work begins
• 25% due at the project midpoint or upon delivery of initial drafts
• 25% due upon project completion and final delivery

Specific payment milestones may vary based on the scope of the project and will be outlined in the project proposal.

Consulting Services

Consulting services, including hourly strategy sessions and one-time assessments, are billed at the agreed-upon rate and are completely non-refundable once payment is processed. Unless otherwise stated, all sales are final for consulting engagements.

Ongoing Services (Retainers, SEO, Content Management)

Monthly services are billed in advance at the beginning of each service period. Clients may cancel ongoing services with 30 days’ written notice. No refunds are issued for the current billing period upon cancellation.

Client Responsibilities

To ensure timely and successful delivery of services, clients are expected to:

• Provide all necessary content, assets, and information in a timely manner
• Designate a primary point of contact for project communication
• For positioning engagements, designate a single Positioning Authority with final approval power over all strategic deliverables. Committee-based approval is not supported
• Respond to requests for feedback or approval within 10 business days unless otherwise agreed
• Ensure all provided content is accurate, lawful, and does not infringe on third-party rights

Delays caused by the client’s failure to meet these responsibilities may result in adjusted timelines and, where applicable, additional charges.

Revisions and Approvals

Unless otherwise stated in the project proposal or engagement agreement:

• Projects include 2 rounds of revisions at each milestone
• Revision requests must be submitted within 10 business days of receiving deliverables
• Additional revisions beyond the included rounds will be billed at the current hourly rate
• Revisions that expand the original scope are treated as change orders (see Scope Changes below)

For positioning engagements, the collaborative language session serves as the primary revision mechanism for voice and tone. Revisions after delivery address factual accuracy and implementation fit, not strategic direction changes. Strategic direction is locked at the direction choice gate before copy is written.

Scope Changes

If a client requests work beyond the original project scope, BStrong Marketing will provide a written estimate for the additional work. Additional work will not begin until the client approves the estimate and any associated costs.

Scope changes may affect project timelines and total cost.

Delivery

All deliverables are provided digitally unless otherwise agreed. Common delivery formats include:

• Website files deployed to the client’s hosting environment
• Design files in industry-standard formats (PDF, PNG, SVG, AI, PSD)
• Documents in Word (.docx) or PDF format
• Copy-ready messaging in editable document format

Final deliverables will be provided upon receipt of full payment.

Project Timelines

Estimated timelines are provided at the start of each engagement and are based on the agreed-upon scope of work. While we make every effort to meet estimated deadlines, actual delivery may vary due to:

• Scope changes or additions
• Delays in client feedback or approvals
• Unforeseen technical challenges

We will communicate proactively about any anticipated delays.

Abandoned Projects

If a client becomes unresponsive for 30 consecutive days during an active project, BStrong Marketing reserves the right to consider the project abandoned. In such cases:

• All work completed to date will be billed in full
• Any remaining balance on the project becomes immediately due
• The project will be archived and any future resumption will be treated as a new engagement

Before a project is considered abandoned, we will make at least two documented attempts to re-establish contact.

Cancellation and Refund Policy

Positioning Services

Positioning engagements that have progressed past the research phase (BCP interviews conducted) are considered substantially delivered. The positioning framework, research, and strategic recommendations retain value regardless of whether the client proceeds to implementation. No refunds are issued for completed research or strategic deliverables.

For engagements cancelled before research begins, a cancellation fee of 25% of the total engagement cost applies to cover administrative and scheduling costs. The remainder will be refunded.

Project-Based Services

Before work begins: If a project is cancelled before any work has started, the deposit is refundable minus a 15% administrative fee.

After work begins: If a project is cancelled after work has begun, the client is responsible for payment for all work completed to date. If the project is more than 75% complete at the time of cancellation, the full project cost is due.

Completed projects: No refunds are issued for completed and delivered projects.

Consulting Services

All consulting fees are non-refundable once the session has been conducted or the assessment has been delivered.

Work Product Ownership

Upon completion of the engagement and receipt of full payment:

• The client owns all deliverables produced specifically for their engagement, including copy-ready messaging, positioning frameworks, and signature language
• BStrong Marketing retains ownership of all proprietary methodologies, frameworks, and processes used to produce the deliverables
• BStrong Marketing retains the right to display completed work in its portfolio and marketing materials unless a written confidentiality agreement is in place

Work product is not transferred to the client until all outstanding payments are received in full.

Limitation of Liability

BStrong Marketing’s total liability for any claim arising out of or relating to services provided shall not exceed the total amount paid by the client for the specific service giving rise to the claim. BStrong Marketing is not liable for any indirect, incidental, or consequential damages, including but not limited to loss of revenue, profits, or business opportunities.

Dispute Resolution

In the event of a dispute, both parties agree to attempt resolution through good-faith negotiation. If resolution cannot be reached, the dispute will be submitted to binding arbitration in accordance with the rules of the American Arbitration Association, conducted in Hatfield, Pennsylvania.

Force Majeure

BStrong Marketing shall not be liable for delays or failure in performance resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, internet outages, or government actions.

Contact Information

For questions about this Fulfillment Policy: