Refund Policy
Last Modified: May 5, 2026
This Refund Policy describes the circumstances in which Protocol Fitness Technologies, Inc. ("Protocol," "we," "us," or "our"), operating under the brand Start My Protocol, may issue refunds in connection with our agency engagements. It is read alongside the signed Master Services Agreement (MSA) and Statement of Work (SOW) for each engagement.
1. General position
Agency fees are generally non-refundable once the corresponding work has begun. The reason is structural: when you sign, we lock our calendar to your project and start scoping, planning, and architectural work that cannot be unwound or resold to another client.
2. Implementation deposit (50% on signature)
The 50% implementation deposit is non-refundable on signature. It covers the calendar lock plus the up-front discovery, scoping, architectural design, and project planning we perform before delivery work starts. If the engagement is cancelled by the client after signature, the deposit is retained and any work already performed is the client's to keep.
3. Implementation balance (50% on launch)
The implementation balance is invoiced at launch and is due per the SOW. Once paid, it is non-refundable. If we materially fail to deliver against the SOW after notice and a reasonable cure period, we will issue a partial refund on the balance, on a pro-rata basis tied to the deliverables we did not complete.
4. Managed-service fees (monthly or annual)
Monthly: non-refundable. Cancellation stops future billing per the Cancellation Policy; you retain access through the end of the current paid month.
Annual prepayment: non-refundable once the annual term has begun. This includes situations where you cancel mid-term, stop using the platform, or scale down. You retain full access through the end of the paid term.
5. Bespoke and retainer engagements
Tier 2 (Bespoke Engineering) and Tier 3 (Strategic Engagement) engagements are non-refundable for work already performed. Pre-paid retainer hours not yet consumed at the end of the contracted period do not roll over and are not refunded unless explicitly stated in the SOW.
6. Discretionary refunds
We review refund requests on a case-by-case basis and may, at our sole discretion, issue a partial or full refund where we consider it appropriate. Examples we will consider:
Material service failure attributable to us: sustained unavailability of a delivered platform, or material failure to deliver on documented SOW commitments.
Billing errors: duplicate or clearly erroneous charges.
Processing errors: charges made after a timely cancellation request was received but not processed correctly on our end.
Other circumstances: situations we determine, in good faith, warrant a refund.
To request a refund, contact build@startmyprotocol.com with your project name and a description of the issue. We aim to respond within five (5) business days. Approved refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.
7. Chargebacks
If you have a billing concern, please contact us first so we have an opportunity to resolve it. See our Billing Dispute Policy for the process. Initiating a chargeback before contacting us may result in suspension of work and access while the dispute is investigated.
8. Taxes and third-party fees
Refunds, where issued, cover the agency fees paid to Protocol. We do not refund taxes collected by tax authorities, payment processor fees, app store commissions, or other third-party charges that we do not control.
9. Contact
Refund requests and questions:
Protocol Fitness Technologies, Inc.
d/b/a Start My Protocol
2261 Market Street, STE 46132
San Francisco, CA 94114
Email: build@startmyprotocol.com
Phone: (650) 761-7360