Effective Date: May 5, 2026 Last Updated: May 5, 2026
This page explains when you can get a refund from Email Engineers LLC and how the process works. It's a plain-English summary of the refund terms in our Terms of Service. If anything here conflicts with the Terms of Service, the Terms of Service control.
The Short Version
We guarantee that the flows we build will outperform your previous flows on revenue per recipient (RPR) over a 30-day test window. If they don't, you get a full refund of what you paid.
To be eligible, the flows have to actually be deployed the way we built them, the test window has to be a fair comparison, and you have to request the refund in writing within 14 days of the window closing. The full conditions are below.
Outside this guarantee, fees are non-refundable once the engagement has begun.
What "Outperform" Means
We measure performance against your revenue per recipient (RPR) — the standard Klaviyo metric for flow performance. We use RPR rather than total revenue because total revenue depends on how many people you send to, and that's something you control, not us.
The comparison is: the new flows' RPR over the 30-day test window versus your previous flows' RPR over the same calendar period in the prior year. We use the prior-year period to control for seasonality — comparing November to November, not November to August.
If your business didn't have functioning flows during the prior-year period, we'll agree on a fair alternative baseline with you in writing before the engagement begins.
When the 30-Day Window Starts
The window starts the day all six flows are live in your Klaviyo account: welcome, abandoned cart, abandoned checkout, browse abandonment, site abandonment, and post-purchase. If the flows go live on different days, the window starts the day the last one is activated.
What You Need to Do to Qualify
The guarantee is a fair test of our work. For it to be a fair test:
All flows have to be deployed and active in your Klaviyo account for the full 30 days.
Sending volume has to match the baseline period. We can't guarantee performance on a fraction of the traffic the prior flows received.
You can't disable, pause, edit, or override the flows during the test window without our written approval.
You have to actually deploy the strategy we recommended. If we made a strategic recommendation during the build — a particular angle, sequence structure, or piece of copy — and you materially revised or rejected it, the guarantee applies to what we built, not to a different version you deployed instead. We document our recommendations during the build, so this is verifiable.
You have to request the refund in writing within 14 days of the test window closing, and give us access to the Klaviyo data we need to verify the comparison.
How to Request a Refund
Email support@email-engineers.com within 14 days of the test window closing. Include:
Your business name
The dates the flows went live and the dates of the 30-day test window
Confirmation that we have current access to your Klaviyo account so we can pull the data
We'll review the data and respond within 10 business days. If the guarantee conditions are met and the new flows underperformed on RPR, we'll process a full refund through Stripe. Refunds typically take 5–10 business days to appear on your card or bank statement, depending on your bank.
What the Refund Covers
The refund is the full purchase price you paid to Email Engineers.
It does not cover:
Klaviyo subscription fees or other third-party software costs
The value of time you spent on the engagement
Any external costs you incurred (designers, photographers, etc.)
What's Not Covered
Outside the 30-day performance guarantee, fees are non-refundable. Specifically:
We don't offer refunds for changes of mind after the engagement has begun
We don't offer partial refunds for flows that meet the guarantee on average but underperform on a specific metric
We don't offer refunds requested after the 14-day request window has closed
We don't offer refunds for engagements where the qualification conditions above were not met (for example, where flows were paused mid-test, where strategy was materially changed, or where sending volume was significantly reduced)
If you're on a payment plan and you stop the engagement before completion, fees already paid are non-refundable, and any remaining payments under the plan remain due unless we agree otherwise in writing.
Chargebacks
If you have a billing concern, please contact us first at support@email-engineers.com — we want to resolve it directly. Initiating a chargeback through your bank or credit card company before contacting us is a violation of these terms and may result in termination of the engagement. We dispute chargebacks for engagements where the work was delivered as agreed.
Questions
If you're unsure whether your situation qualifies, email us. We'd rather have the conversation than have you wonder.
Email Engineers LLC 7345 W Sand Lake Rd, STE 210 Office 1778 Orlando, FL 32819 support@email-engineers.com