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As a former client like this we did not expect credits for unused hours. the retainer is in place to hold the agency time so my disorganized company could call when ever we were ready. (I hated the model as a client because it was poor planning on my part and creative teams get disengaged when they sit idle
Oh just to be clear I mean the way my org as a client managed work was frustrating. I think it was totally fair for the agency to bill us.