Refund Policy

Last Updated: January 15, 2025

1. Overview

At our company, we are committed to delivering high-quality marketing consultancy, content strategy, brand positioning, and growth advisory services that meet and exceed our clients' expectations. We understand that choosing a marketing partner is a significant decision, and we want you to feel confident in your investment. This Refund Policy outlines the terms and conditions under which refunds may be issued for our Services.

We take great pride in the quality of our work and the results we deliver. However, we also recognize that there may be circumstances where a refund or credit may be appropriate. This Policy is designed to be fair and transparent while protecting both our clients and our business. Please read this Policy carefully before engaging our Services, as it forms part of the contractual agreement between you and our company.

2. Satisfaction Guarantee

We are confident in the quality of our Services and stand behind our work. If you are not satisfied with the deliverables provided under any of our service packages, we offer a satisfaction review process:

Step 1 — Feedback Submission: If you are dissatisfied with any aspect of our Services, you must notify us in writing within fourteen (14) calendar days of receiving the deliverable in question. Your notification should include specific details about the areas of concern, the reasons for your dissatisfaction, and any suggestions for improvement or correction.

Step 2 — Revision Period: Upon receiving your feedback, our team will review your concerns and work diligently to address them. We will provide one (1) round of revisions at no additional charge within ten (10) business days. This revision process is designed to ensure that the final deliverables meet the objectives outlined in your service agreement or proposal.

Step 3 — Resolution Meeting: If, after the revision process, you remain unsatisfied, we will schedule a resolution meeting with a senior strategist to discuss your concerns in detail, evaluate the work performed, and determine an appropriate resolution, which may include additional revisions, service credits, or a partial refund.

3. Refund Eligibility

Refunds may be considered under the following circumstances:

3.1 Service Not Commenced: If you have paid for a service that has not yet commenced (i.e., we have not begun any work, research, or planning related to your engagement), you are eligible for a full refund of the fees paid, less any non-refundable deposits as specified in your service agreement. Refund requests for services not yet commenced must be submitted in writing within seven (7) calendar days of the payment date.

3.2 Partial Completion: If work has commenced but has not been completed, you may be eligible for a partial refund based on the proportion of work not yet performed. The refund amount will be calculated by deducting the fair market value of all work completed, time invested, and resources allocated from the total fees paid. This calculation will be performed by our finance team and shared with you in writing.

3.3 Service Deficiency: If we fail to deliver the Services as described in the applicable service agreement, and the satisfaction guarantee process outlined in Section 2 above does not result in a satisfactory resolution, you may be eligible for a partial or full refund at our discretion. We will evaluate each case individually based on the specific circumstances, the nature and extent of the deficiency, and the work already performed.

3.4 Duplicate Payments: If you are charged more than once for the same service due to a billing error, you will receive a full refund of the duplicate charge(s) within ten (10) business days of the error being identified or reported.

4. Non-Refundable Items

The following items and fees are generally non-refundable unless otherwise agreed in writing:

4.1 Discovery and Strategy Fees: Fees associated with the discovery phase, including but not limited to initial consultations, brand audits, competitive analysis, audience research, and strategic planning workshops, are non-refundable once the discovery process has commenced. This is because these phases involve significant time, expertise, and resources that are consumed upon delivery.

4.2 Third-Party Costs: Any fees paid to third parties on your behalf, including but not limited to advertising spend, media placements, software subscriptions, stock photography or video licensing, printing costs, and other vendor expenses, are non-refundable. These costs are passed through to you at cost and are not within our control once committed.

4.3 Rush or Expedited Fees: Additional fees charged for expedited or rush delivery of Services are non-refundable, as they compensate for the reallocation of resources and scheduling adjustments necessary to accommodate accelerated timelines.

4.4 Completed Services: Once all deliverables for a given service package or project phase have been delivered and accepted (or deemed accepted after the 14-day feedback period), no refund will be issued for that completed service or phase.

4.5 Monthly Retainers: Monthly retainer fees are non-refundable for the current billing period. If you wish to cancel a monthly retainer arrangement, you must provide written notice at least thirty (30) days before the next billing date. Cancellation will be effective at the end of the current billing period.

5. How to Request a Refund

To request a refund, please follow these steps:

Step 1: Send a written refund request to our support team via email. Your request should include: your full name, company name, the date of the original payment, the amount paid, the service(s) for which you are requesting a refund, a detailed description of the reason(s) for your refund request, and any relevant documentation or correspondence.

Step 2: Our team will acknowledge your request within two (2) business days and initiate a review of your case.

Step 3: We will complete our review and communicate our decision to you within ten (10) business days of receiving your request. Our decision will include a detailed explanation of the basis for our determination.

Step 4: If your refund request is approved, the refund will be processed within fifteen (15) business days using the same payment method used for the original transaction. You will receive a confirmation when the refund has been initiated.

6. Service Credits

In some cases, instead of a monetary refund, we may offer service credits that can be applied toward future Services. Service credits may be issued when: a refund is not applicable under this Policy but we wish to address your concerns in good faith; there has been a minor service disruption or delay that does not warrant a full refund; or you would prefer to continue working with us and apply the credit toward additional or enhanced services.

Service credits are valid for twelve (12) months from the date of issuance and may not be redeemed for cash, transferred to another party, or combined with other promotions or discounts unless explicitly authorized in writing.

7. Cancellation Policy

Project-Based Engagements: You may cancel a project-based engagement at any time by providing written notice. Upon cancellation, you will be invoiced for all work completed up to the date of cancellation, including any approved expenses incurred on your behalf. Any pre-paid fees in excess of the work completed will be refunded in accordance with Section 3.2 above.

Monthly Retainer Engagements: Monthly retainer engagements may be cancelled with thirty (30) days' written notice. The retainer for the current billing period is non-refundable. All work in progress at the time of cancellation will be completed and delivered. Any additional work beyond the current billing period will cease upon the effective date of cancellation.

Annual Contracts: Annual contracts may be cancelled with sixty (60) days' written notice. An early termination fee equal to twenty percent (20%) of the remaining contract value may apply, unless the cancellation is due to our material breach of the agreement.

8. Dispute Resolution

If you are not satisfied with our decision regarding your refund request, you may escalate the matter by contacting our management team in writing. We will designate a senior representative who was not involved in the original decision to conduct an independent review of your case. The review will be completed within fifteen (15) business days, and you will receive a written decision. This internal dispute resolution process is a prerequisite to any external dispute resolution, including arbitration or litigation, as described in our Terms of Service.

9. Force Majeure

We shall not be liable for any failure or delay in the performance of our obligations under any service agreement or this Refund Policy to the extent such failure or delay is caused by circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemics, epidemics, war, terrorism, civil unrest, government actions or regulations, power outages, internet or telecommunications failures, labor disputes, or supply chain disruptions. In the event of a force majeure event, we will make reasonable efforts to minimize the impact on our clients and will communicate with you regarding any anticipated delays or changes to the scope of Services.

10. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our Services after any modifications indicates your acceptance of the modified Policy. For ongoing engagements, any changes to the Refund Policy will not apply retroactively to services already commenced under the terms of the prior Policy. We will provide thirty (30) days' notice to active clients before any material changes to this Policy take effect for their ongoing engagements.