Refund & Cancellation Policy

This policy applies to the paid retainer services offered by Your Ops, namely the Quarter-Time retainer at $2,200 USD per month (approximately 10 hours per week of fractional COO support) and the Part-Time retainer at $4,000 USD per month (approximately 20 hours per week of fractional COO support). It governs how those retainers are billed, how they can be cancelled or changed, and when payments are refundable.

The yourops.co website itself does not process payments. Invoicing and payment are arranged directly between Your Ops and each client through third-party payment providers agreed at the start of the engagement. Where a client and Your Ops have signed a separate written services agreement, the terms of that agreement prevail over this policy to the extent of any conflict; otherwise, this policy applies to all retainer engagements.

All Your Ops retainers are billed month to month. There are no long-term contracts, no minimum commitment periods, and no early-termination penalties. Each retainer month is invoiced in advance and, once paid, reserves a fixed block of Sara Heggy's weekly working capacity for your business for that billing month.

Your billing date is the date your first retainer month begins, and each subsequent billing month runs from that date. Unless you cancel in accordance with Section 3, your retainer renews automatically at the start of each billing month at the then-current rate for your plan. If we ever change the pricing of a plan, we will give you written notice by email at least one full billing cycle before the new rate applies, so you always have the opportunity to cancel before paying a changed price.

You may cancel your retainer at any time and for any reason. To cancel, send written notice by email to hello@yourops.co before your next billing date. No cancellation form, phone call, or explanation is required, although we always appreciate knowing how we could have served you better.

• Cancellation notices received before your next billing date take effect at the end of your current billing month. You retain full access to your retained hours and support through the last day of that month.
• Cancellation notices received on or after a billing date apply to the following cycle: the month that has already been invoiced proceeds as normal, and the engagement ends at the close of that month.
• We will confirm every cancellation by email, including the final day of service. If you do not receive a confirmation within two business days, your notice may not have reached us — please follow up at hello@yourops.co or by phone at +971 52 945 5502.

Your Ops may also end an engagement by giving you equivalent written notice before your next billing date, in which case Section 9 (Exceptional Circumstances) governs any amounts already paid for periods we will not serve.

Because a retainer reserves dedicated, recurring capacity in Sara Heggy's schedule — capacity that cannot be resold once a month has begun — the current or already-started billing month is non-refundable, whether or not you have used all of your retained hours. This applies equally to the Quarter-Time and Part-Time plans.

Any months you have prepaid beyond the current billing month are refunded in full upon cancellation. If, for example, you prepaid three months and cancel during the first, the first month is non-refundable and the two untouched future months are refunded at 100% of the amount paid for them.

• Refunds are issued to the original payment method through the same third-party payment provider used for the original transaction, wherever that provider supports it.
• We initiate approved refunds within 10 business days of confirming the cancellation; the time for funds to appear depends on your payment provider and bank.
• Refunds are made in US dollars for the USD amount originally paid. Your Ops is not responsible for exchange-rate differences, or for fees charged by your bank or payment provider on receipt.

Discovery calls with Your Ops are free of charge and carry no obligation. Booking a discovery call does not create a retainer, does not commit you to purchasing any service, and involves no payment details. This policy applies only once you engage Your Ops on a paid retainer.

We understand that wellness and sport businesses have seasons, launches, and quiet periods. Rather than cancelling and re-onboarding, you may pause your retainer once in any rolling six-month period, for up to 30 consecutive days, by mutual written agreement with Your Ops.

• To request a pause, email hello@yourops.co with your preferred pause dates. Pauses are confirmed in writing before they take effect.
• During a pause, no retainer fees accrue and no billing occurs. Your billing date shifts by the length of the pause so that you never pay for paused time.
• A pause preserves your plan and pricing. If capacity has been released to another client because a pause extends beyond the agreed window, resumption may be subject to availability, which we will communicate before the pause begins.

You may switch between the Quarter-Time ($2,200 USD/month) and Part-Time ($4,000 USD/month) plans, or agree other scope adjustments with Your Ops, at any time. To keep billing clean and capacity planning fair to all clients, plan changes take effect at the start of your next billing cycle rather than mid-month.

To request a change, email hello@yourops.co before your next billing date. Upgrades are subject to available capacity, which we will confirm in writing. The current month always completes on the plan and price already invoiced; no pro-rata charges or credits are applied mid-cycle for plan changes.

If you believe you have been charged in error — a duplicate invoice, a charge after a confirmed cancellation, or an incorrect amount — please contact us first at hello@yourops.co before raising a dispute or chargeback with your bank or payment provider. Include the invoice reference, the date and amount of the charge, and a short description of the issue.

We aim to acknowledge every billing dispute within two business days and to resolve it within 14 days of receipt. Where a charge is confirmed to be our error, we will refund it in full without you needing to ask twice. Chargebacks filed without first giving us the opportunity to investigate make resolution slower and more expensive for everyone; we reserve the right to suspend an engagement while an unexplained chargeback is outstanding, and to provide our payment provider with records of the services delivered.

The non-refundable rule in Section 4 assumes Your Ops has delivered, or stood ready to deliver, the retained capacity you paid for. If we materially fail to deliver during a paid month — for example, an extended unavailability on our side that is not covered by an agreed pause and is not caused by your own delay or unresponsiveness — you are entitled to a remedy for the affected period.

• A pro-rata refund of the retainer fee for the portion of the month we did not serve, calculated by reference to the weekly hours of your plan; or
• At your election, a service credit of equivalent value applied to a future billing month.

To claim a remedy under this section, email hello@yourops.co within 30 days of the affected billing month, describing the non-delivery. This section does not apply to dissatisfaction with the outcome of advice properly delivered, to delays caused by missing client input or approvals, or to circumstances genuinely beyond either party's reasonable control, which the parties will resolve in good faith. Nothing in this policy limits any rights you have under applicable consumer protection law that cannot be limited by agreement.

This policy, and any dispute or claim arising out of or in connection with it or with a Your Ops retainer (including non-contractual disputes), is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The courts of Dubai, United Arab Emirates have jurisdiction over any dispute that cannot be resolved amicably, without prejudice to any mandatory consumer rights available to you in your own country of residence.

Questions about billing, cancellation, refunds, or anything else in this policy can be directed to Your Ops at any time. We respond to billing correspondence within two business days.

• Email (general and billing): hello@yourops.co
• Email (administrative): admin@yourops.co
• Phone: +971 52 945 5502
• Your Ops — Sara Heggy, Business Operations Consultant, Dubai, United Arab Emirates