Refunds Policy

Effective Date: January 2025

At EcommerceSEOAgency.co.ke, we are committed to delivering high-quality, data-driven digital marketing services tailored specifically for ecommerce brands. Because our services are strategic, time-sensitive, and labor-intensive, our refund policy is intentionally strict and governed by clear terms to protect both client and agency interests.

By engaging our services or using our website, you agree to the conditions outlined below.

1. Scope of This Policy

This Refunds Policy applies to all services offered through our agency, including but not limited to:

• Ecommerce SEO strategy and implementation

• Ecommerce web design and development

• Technical audits, keyword research, and content plans

• Google Ads and Merchant Center campaigns

• Conversion optimization and CRO audits

• Retainer-based consulting or one-time projects

Our services involve custom strategies, digital execution, and third-party integrations that begin accruing time and cost upon onboarding. As such, we do not offer refunds except in limited, pre-defined circumstances.

2. General Policy – No Refunds Once Work Has Commenced

All payments made to EcommerceSEOAgency.co.ke are final. Once a project begins — including onboarding, access setup, consultation, research, or planning — no refunds will be issued.

Refunds will not be considered due to:

• Client change of mind after project kick-off

• Dissatisfaction with subjective outcomes (e.g., content tone, ranking timeline)

• Delays caused by the client (e.g., approvals, materials, communication)

• Missed expectations not documented in the written scope of work

• Factors beyond our control (Google updates, industry fluctuations, etc.)

By submitting payment or signing a service agreement, you acknowledge that our service model is consultative, performance-driven, and time-based — not product-based.

3. Refunds for Monthly Retainers

For ongoing SEO or paid media retainers:

• All retainers are billed in advance to secure agency resources.

• No refunds are given for unused time or partial months.

• Clients may cancel with a minimum 30-day written notice. Work will continue during this period.

• Lack of responsiveness, slow feedback, or inaction from your side does not qualify as a reason for refund.

We allocate strategist, copywriting, and technical support time every month. Reserved bandwidth cannot be resold or repurposed once scheduled.

4. Refunds for One-Time Projects

For fixed-cost services such as audits, website design, or content packages:

• If a client cancels before onboarding or work begins, a partial refund (up to 50%) may be considered, less time spent on scoping, invoicing, and consultation.

• Once onboarding occurs, strategy begins, or any asset is delivered, no refund is applicable.

• If we do not receive required input within 30 days (e.g., logins, content approvals), we reserve the right to close the project without refund.

We strongly recommend reviewing scopes, deliverables, and timelines with your assigned strategist before committing to payment.

5. Exceptions — When a Refund May Be Considered

Although our services are non-refundable by default, a refund or credit may be issued in rare, exceptional cases, including:

• Duplicate payment made in error

• Payment for a service never delivered (due to internal failure)

• Unauthorized transaction reported within 7 days of billing, backed by verifiable evidence

• Mutually agreed termination of service where a pro-rated refund is negotiated in writing

All exceptions are subject to internal review and are not guaranteed. Requests must be submitted to sales@ecommerceseoagency.co.ke within 5 business days of the payment or disputed event.

6. No Refunds for Digital Deliverables

Due to the irreversible and intellectual nature of digital marketing materials — including audits, keyword reports, written content, graphics, tracking setups, or campaign plans — no refunds will be granted once these deliverables have been sent, accessed, or downloaded.

These assets represent our agency’s intellectual property and time investment, regardless of how or when the client implements them.

7. Chargebacks and Payment Disputes

Initiating a chargeback or payment dispute without prior written communication is a breach of good faith.

We take disputes seriously and will respond with documentation, time logs, email records, and signed agreements. Any client who files a fraudulent chargeback may be permanently blacklisted and referred for legal recovery action where necessary.

To avoid unnecessary escalation, we encourage you to contact our team at sales@ecommerceseoagency.co.ke to resolve any concern first.

8. Billing Discrepancies

If you believe you were charged incorrectly, please notify us in writing within 5 business days of the charge. We will investigate promptly. Overpayments, if validated, will be refunded within 7–14 working days via the original payment method.

We will not entertain billing complaints received more than 14 days after the billing date.

9. Policy Updates and Modifications

We reserve the right to update this Refunds Policy at any time. Any modifications will be posted on this page with a revised effective date. We recommend reviewing this policy periodically before engaging in new projects or retainer renewals.

10. Contact Us

For refund inquiries, billing issues, or payment concerns, contact:

Ecommerce SEO Agency
Email: sales@ecommerceseoagency.co.ke
Website: www.ecommerceseoagency.co.ke