Refund Policy

1. Introduction

At Coolmedia Marketing, we are committed to delivering high-quality digital marketing services that meet your business objectives. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting a refund.

By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy.

2. General Refund Policy

Due to the nature of digital marketing services, which involve time, expertise, and resources committed from the moment work begins, our general policy is as follows:

3. Service-Specific Refund Terms

3.1 Monthly Retainer Services

For ongoing monthly services including SEO, Social Media Management, Content Creation, and other retainer-based services:

• Monthly fees are charged in advance and are non-refundable
• Services will continue until the end of the paid period, even if cancelled mid-month
• No partial refunds are provided for unused days within a billing cycle
• Cancellation requires 30 days' written notice as per our Terms and Conditions

3.2 Project-Based Services

For one-time projects such as Website Design, Branding, Video Production, and similar services:

• Before Work Begins: Full refund of deposit if you cancel before any work has started
• During Initial Phase (0-25% complete): 75% refund of deposit, minus any work completed
• During Development (25-75% complete): 50% refund of deposit, minus any work completed
• Near Completion (75%+ complete): No refund available
• After Final Delivery: No refunds once final deliverables have been provided and approved

3.3 Paid Advertising Management

For PPC, Google Ads, Facebook Ads, and other paid advertising services:

• Management fees are non-refundable once the campaign has been set up and launched
• Advertising spend paid directly to platforms (Google, Facebook, etc.) is non-refundable
• We do not guarantee specific results, conversions, or return on ad spend
• Campaign performance depends on multiple factors beyond our control

3.4 Consultation Services

Consultation fees are non-refundable once the consultation session has been conducted. If you need to reschedule, please provide at least 48 hours' notice to avoid forfeiting your fee.

3.5 Training and Workshops

Training session fees are refundable up to 7 days before the scheduled session. Cancellations made within 7 days of the session are non-refundable.

4. Circumstances for Refund Consideration

While our general policy is that services are non-refundable, we may consider refund requests in the following exceptional circumstances:

5. Non-Refundable Circumstances

Refunds will not be issued in the following situations:

• Change of Mind: If you simply change your mind about the service after work has begun
• Lack of Results: Digital marketing results vary and depend on many factors. We do not guarantee specific rankings, traffic, leads, or sales
• Third-Party Changes: Changes to search engine algorithms, social media platform policies, or other third-party factors beyond our control
• Client Non-Cooperation: If you fail to provide necessary materials, access, or feedback in a timely manner
• Market Conditions: Changes in your industry, competition, or market conditions
• Subjective Preferences: Disagreements over creative direction, design aesthetics, or content style (we offer revision rounds to address these)
• Completed Work: Once deliverables have been completed, delivered, and approved
• Contract Violations: If you breach our Terms and Conditions

6. How to Request a Refund

If you believe you are entitled to a refund under this policy, please follow these steps:

Important: All refund requests must be submitted within 30 days of the invoice date. Requests submitted after this period will not be considered.

7. Refund Processing

7.1 Approval and Timeline

If your refund request is approved:

• You will receive written confirmation of the approval
• Refunds will be processed within 10-14 business days
• Refunds will be issued to the original payment method
• Bank processing times may vary (typically 5-10 business days)

7.2 Partial Refunds

In some cases, we may offer a partial refund based on the work completed. The refund amount will be calculated by deducting the value of work delivered from the total amount paid.

7.3 Alternative Resolutions

Before issuing a refund, we may offer alternative resolutions such as service credits, additional revisions, or adjustments to your service package. We encourage open communication to find mutually beneficial solutions.

8. Chargebacks and Disputes

We take payment disputes seriously. If you have concerns about a charge:

• Contact Us First: Please reach out to us before initiating a chargeback with your bank
• Provide Evidence: We will work with you to resolve the issue and may request supporting documentation
• Chargeback Consequences: Initiating a chargeback without contacting us first may result in suspension of services and additional fees
• Fraudulent Chargebacks: Fraudulent chargeback claims may result in legal action and reporting to relevant authorities

9. Service Guarantees

While we do not offer money-back guarantees on our services, we do guarantee:

10. Cancellation Policy

For information about cancelling services, please refer to our Terms and Conditions. Key points:

• 30 days' written notice required for monthly retainer cancellations
• Payment required for the full notice period
• Early termination fees may apply for contracts with minimum commitment periods
• Project-based work can be cancelled according to the refund schedule in Section 3.2

11. Questions and Concerns

If you have questions about this Refund Policy or concerns about your service, we encourage you to contact us. We are committed to client satisfaction and will work with you to address any issues.

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the modified policy. Material changes will be communicated to active clients via email.

13. Governing Law

This Refund Policy is governed by the laws of England and Wales. Any disputes arising from refund requests or this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Agreement

By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.