Refund & Retainers.
Clear terms for professional engagements, ensuring mutual accountability.
Last Updated: May 1, 2026
01. Overview
This policy outlines the terms related to fees, retainers, and refunds for the investigative services provided by ISS Investigations. Our commitment is to deliver professional, high-quality results while ensuring clarity and fairness for both our clients and our agency.
Service Agreement Precedence
Please note: The specific terms of any individual engagement will be formally detailed in a signed Service Agreement which takes precedence over this general policy.
02. The Retainer System
Most investigative services require an upfront Retainer. This is not a flat fee, but a deposit against which billable hours and expenses are charged.
Secures investigator availability and covers initial case setup, preliminary research, and database access.
Administrative costs incurred immediately upon case initiation are deemed non-refundable once work commences.
03. Billing for Services
"You are paying for professional expertise and diligent effort, not a specific guaranteed outcome."
Hourly Rates
Surveillance, Interviews, Research, and Report Writing.
Direct Expenses
Travel, Database Fees, and Third-Party Costs.
Tech Surcharges
Specialized forensic or TSCM equipment utilization.
04. Cancellation Protocols
Client-Initiated Cancellation
Written notice required. Work ceases immediately. You are billed for hours worked up to that moment. Unused retainer funds are refunded within 14 business days.
Firm-Initiated Cancellation
We reserve the right to terminate if a case involves illegal activities, false information, or unethical requests. Retainer balance will be returned after final billing.
Finality of Rendered Services
Due to the nature of investigative work, we do not offer refunds for services that have already been rendered. Results (or lack thereof) cannot be used as a basis for a refund. Time spent on surveillance where no activity is observed is still a billable professional service.
Financial Inquiries
Should you have questions regarding an invoice or your retainer balance, contact our billing department: