Unfortunately, sometimes a client just doesn't get the result they are looking for, so we honor our guarantee and issue a refund. Rest assured, we do everything we can to minimize the number of projects that go unawarded and this number is quite small. We know that you've invested your time and effort on these projects and it's frustrating to see them go away.
You have our word that we speak to clients personally and try to find a different solution every time they request a refund. But, at the end of the day, we must honor our refund guarantee if the client requests it.
When we issue a refund, we refund the entire award and all our fees too.
But, remember - the intellectual property to all entries you've submitted to that project still belongs to you.