Croadz Digital offers a 7-day satisfaction guarantee on monthly retainer services and transparent refund terms for all digital marketing services. Refunds are processed based on service type, project completion status, and timing of the request. Third-party advertising costs paid to platforms like Google and Facebook are non-refundable. All refund requests must be submitted within 14 days and are reviewed within 3-5 business days.
Due to the nature of digital marketing services involving professional expertise, dedicated time, and third-party platform costs, refunds are evaluated on a case-by-case basis according to the terms outlined below. Our commitment is to deliver exceptional results while maintaining fair and transparent refund policies for all clients.
1. Service Types and Refund Eligibility
1.1 Monthly Retainer Services
Our monthly retainer services (SEO, social media management, content marketing, PPC management) are billed in advance. Refund eligibility:
- First 7 Days: If you are unsatisfied with our services within the first 7 days of your initial contract, you may request a full refund of the monthly fee, minus any advertising spend already incurred
- After 7 Days: Refunds are not available for the current billing period as work has already been performed
- Cancellation: Services can be cancelled with 30 days' written notice; no refund for the current month
1.2 Project-Based Services
One-time projects (website design, campaign development, brand strategy) have different refund terms:
- Before Work Commences: Full refund minus 10% administrative fee
- During Project (0-25% Complete): 75% refund of project fee
- During Project (26-50% Complete): 50% refund of project fee
- During Project (51-75% Complete): 25% refund of project fee
- After 75% Completion: No refund available
1.3 Advertising Spend
Third-party advertising costs (Google Ads, Facebook Ads, LinkedIn Ads, etc.) are non-refundable as these funds are paid directly to advertising platforms.
1.4 Non-Refundable Services
The following services are non-refundable:
- Completed and delivered projects
- Consultation fees and strategy sessions
- Custom research and market analysis
- Advertising spend paid to third-party platforms
- Domain registrations and third-party tool subscriptions
- PR placements and media buys
- Influencer partnership payments
2. Refund Request Process
To request a refund, please follow these steps:
- Step 1: Contact us at [email protected] with "Refund Request" in the subject line
- Step 2: Provide your account/contract details, invoice number, and reason for the refund request
- Step 3: Our team will review your request within 3-5 business days
- Step 4: If approved, refunds will be processed within 7-10 business days
- Step 5: Refunds will be issued to the original payment method
Refund Request Timeline
Refund requests must be submitted within 14 days of service completion or invoice date, whichever is earlier. Requests submitted after this period will not be considered.
3. Service Guarantee
While we cannot guarantee specific results (rankings, leads, conversions) due to factors beyond our control, we guarantee:
- Timely delivery of agreed-upon deliverables
- Professional execution of services according to industry best practices
- Transparent reporting and communication
- Dedicated account management and support
4. Cancellation Policy
You may cancel services at any time with the following terms:
4.1 Monthly Services
- Minimum contract term: 3 months (6 months for SEO services)
- Cancellation requires 30 days' written notice
- Early termination fee: Equivalent to one month's service fee if cancelled before minimum term
- No refund for the current billing period
4.2 Project-Based Services
- Cancellation fees apply based on project completion percentage (see Section 1.2)
- All deliverables completed up to cancellation date remain property of Croadz Digital until full payment
5. Refund Processing
Approved refunds will be processed according to:
- Credit/Debit Card: 7-10 business days
- Bank Transfer: 5-7 business days
- PayPal: 3-5 business days
- International Payments: 10-15 business days
Refund processing times may vary depending on your bank or payment provider.
6. Chargebacks and Disputes
If you dispute a charge or initiate a chargeback without first contacting us:
- All services will be immediately suspended
- Access to deliverables, reports, and campaign assets will be revoked
- You will be liable for chargeback fees ($25-50 per occurrence)
- Legal action may be pursued to recover unpaid fees and damages
We strongly encourage you to contact us first to resolve any billing disputes before initiating a chargeback.
7. Client Responsibilities for Refunds
Refunds may be denied if:
- Client fails to provide necessary access, information, or approvals in a timely manner
- Client changes project scope or requirements mid-project without agreement
- Third-party platforms (Google, Facebook, etc.) suspend or ban client accounts due to client actions
- Client violates our Terms and Conditions or engages in fraudulent activity
- Refund request is made after the 14-day window
8. Exceptions and Special Circumstances
We may consider refunds outside of this policy in cases of:
- Proven service delivery failures on our part
- Technical issues preventing service delivery
- Force majeure events (natural disasters, pandemics, etc.)
- Extraordinary circumstances evaluated on a case-by-case basis
9. Partial Refunds
In some cases, we may offer partial refunds for:
- Unused portions of monthly services (prorated refund)
- Undelivered project components
- Service downgrades or scope reductions
- Settlement of disputes or customer satisfaction issues
10. Asset and Data Ownership Upon Refund
If a refund is issued:
- All deliverables, content, strategies, and campaign data remain property of Croadz Digital
- Client access to dashboards, reports, and analytics will be terminated
- Social media accounts managed by us will be transferred back to client control (where applicable)
- Advertising accounts will be unlinked from our management
- Website assets created by us will not be transferred until full payment (for partial refunds)
11. Changes to This Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will:
- Be posted on this page with an updated "Last Updated" date
- Not affect existing contracts or agreements already in place
- Apply to new contracts signed after the effective date