Refund & Retainer Policy
Investigative services require operational preparation, scheduling, planning, travel coordination, research, and allocation of professional resources. This policy outlines how retainers and refunds are managed.
1. Purpose of Retainers
Retainers are advance payments used to secure investigator availability, reserve operational time, initiate case preparation, and cover anticipated investigative work and expenses.
Depending on the nature of the assignment, retainers may be required before work commences.
- Case assessment and preparation
- Operational scheduling and planning
- Research and intelligence gathering
- Travel coordination and logistics
- Administrative and reporting time
- Evidence handling and documentation
2. Application of Retainer Funds
Retainer funds are applied toward legitimate case-related costs, including but not limited to:
- Professional investigative time
- Surveillance operations
- Travel and mileage expenses
- Operational equipment usage
- Administrative processing
- Case file management
- Reporting and evidence preparation
- Third-party operational expenses where applicable
Detailed billing information may be provided in accordance with the client agreement and operational requirements.
3. Non-Refundable Work Performed
Investigative work already completed is generally non-refundable. Professional services are billed based on time, operational deployment, expertise, and resources already committed.
Refunds are not issued for investigative hours, surveillance operations, consultations, research activities, operational preparation, or completed work already performed by ISS Investigations.
Investigative outcomes cannot be guaranteed, and billing applies to the professional effort and operational work conducted, regardless of whether expected evidence or results are obtained.
4. Unused Retainer Balances
Where applicable and subject to the signed client agreement, unused retainer balances may:
- Be refunded to the client
- Remain available for future investigative work
- Be applied to outstanding invoices or expenses
Final determinations regarding unused balances are handled according to the specific engagement agreement, operational costs incurred, and applicable billing terms.
5. Cancellations
Clients may request cancellation of investigative services before operational work begins.
However, cancellation fees or deductions may apply where:
- Investigators have already been scheduled
- Operational preparation has started
- Travel arrangements were made
- Research or intelligence work has commenced
- Resources were allocated to the assignment
Last-minute cancellations may result in partial or full forfeiture of the retainer depending on operational losses incurred.
6. Additional Billing
Certain investigations may exceed the original estimated scope, operational hours, or projected expenses.
In such cases:
- Additional retainers may be requested
- Supplementary invoices may be issued
- Clients may be notified before major additional expenses are incurred
7. Payment Terms
Payments are due according to agreed billing terms outlined in quotations, invoices, or signed agreements.
- Late payments may delay services or reporting
- Outstanding balances may result in suspension of operations
- Reports or evidence may be withheld until accounts are settled
- Collection procedures may apply to overdue accounts
8. Operational Delays & Circumstances
Investigative work may be affected by operational, environmental, legal, or third-party circumstances beyond reasonable control.
Examples include:
- Weather conditions
- Safety risks
- Legal restrictions
- Target movement or unavailability
- Technical failures
- Law enforcement intervention
Such circumstances do not automatically qualify for refunds where professional time and operational deployment have already occurred.
9. Disputes & Billing Queries
Clients are encouraged to raise billing concerns promptly so they may be reviewed professionally and fairly.
ISS Investigations reserves the right to review operational records, billing logs, reports, and agreements when resolving disputes.
10. Changes to This Policy
This Refund & Retainer Policy may be updated periodically to reflect operational, legal, or business changes. Updated versions become effective once published on the website.
11. Contact Information
Questions regarding retainers, billing, invoices, or refunds may be directed to:
Clear billing. Professional accountability.
ISS Investigations aims to maintain transparent, fair, and operationally responsible billing practices.