At HS Digital Marketing, we are committed to providing exceptional digital marketing services that meet your business needs. We understand that circumstances can change, and you may need to cancel a service or request a refund. This policy outlines our procedures to ensure a fair and transparent process for both you and us. Please read it carefully.
Understanding Our Services
To clarify our policy, we offer various types of services:
- One-Time Consultations: Individual sessions (e.g., strategy reviews, website audits, initial onboarding).
- Monthly Retainer Agreements: Ongoing monthly marketing activities (e.g., SEO, social media, PPC).
- Fixed-Term Projects: Specific projects with a defined scope (e.g., website design, content creation, email campaigns).
- Custom Digital Marketing Packages: Personalized strategies tailored to unique business goals.
- Digital Products and Courses: Downloadable content, training materials, or online courses.
- Other Marketing Services: Any other marketing service that HS Digital Marketing may provide.
Each service category has its own set of cancellation and refund guidelines, as detailed below.
Cancellation Procedures
We aim to make the cancellation process straightforward:
- How to Cancel: All cancellation requests must be submitted in writing to [email protected]. Please include your name, the specific service you wish to cancel, and the reason for the cancellation.
- Cancellation Notice Periods:
- One-Time Consultations: We require at least 48 hours’ notice. Cancellations with less notice may not qualify for a refund, and a cancellation fee may apply.
- Monthly Retainer Agreements: We require 30 days’ notice prior to your next billing date to avoid being billed for the upcoming month.
- Fixed-Term Projects: Cancellation requirements depend on the progress of the project. We assess requests on a case-by-case basis based on the work completed. We do not provide full refunds for completed work.
- Custom Digital Marketing Packages: Cancellation terms are discussed at the start of your engagement, and will be similar to our monthly retainer agreements in terms of notice, but dependent on the amount of time spent by our team.
- Digital Products and Courses: See section 4 for specifics on digital product refunds.
- Other Marketing Services: Cancellation terms will depend on the nature of the agreement, as well as the costs incurred to time of cancellation, and will be considered at the time of request.
- Cancellation Fees:
- One-Time Consultations cancelled with less than 48-hour notice may incur a fee equal to 50% of the session cost.
- Monthly Retainer Agreements cancelled with less than 30 days’ notice will be billed for one additional month of service.
- Fixed-Term Projects and Custom Packages may incur cancellation fees based on a review of work completed.
- Consequences of Late Cancellation: Failure to provide notice within the required timeframe may result in a forfeit of a portion of your deposit, prepayment, or payment of a cancellation fee.
Refund Procedures
We strive for fairness in our refund process:
- When Refunds May Be Considered:
- Service Not Delivered: If HS Digital Marketing cannot provide the service you paid for and we are the cause, we will refund the unprovided service.
- Failure to Meet Key Deliverables: Partial or full refunds may be considered if we fail to meet written, agreed-upon key deliverables based on the degree of completion.
- Project Cancellation by HS Digital Marketing: In the event that HS Digital Marketing needs to cancel a project for any reason other than client default or a force majeure event, any remaining unearned fees or balance will be returned to the client.
- How Refunds are Calculated:
- One-Time Consultations: Eligible refunds are full refunds. If you cancel less than 48 hours prior, no refund will be given.
- Monthly Retainer Agreements: No refunds are issued for unused portions of the current month’s payment after the billing date. You will be billed for the next month’s cycle if 30 days notice has not been received.
- Fixed-Term Projects: Refunds are calculated based on the percentage of work completed, minus non-refundable setup fees, costs incurred, and team hours.
- Custom Digital Marketing Packages: Refunds are calculated based on the agreed-upon scope of work, costs and team hours spent to the time of cancellation.
- Other Marketing Services: Refunds will be calculated based on the nature of the services provided and the work completed up to the time of cancellation, as well as costs incurred.
- Non-Refundable Items:
- Initial set-up or on-boarding fees.
- Completed work or services.
- Initial Consultation Fees are non refundable and viewed as a service.
- Third-party costs incurred by HS Digital Marketing to begin or continue the service.
- How Refunds Are Processed: Refunds will be processed via the original payment method. Please allow 7-14 business days for processing times, depending on your financial institution.
Specifics for Digital Products and Courses
- Refund Window: Full refunds are available within 30 days of purchase if you have not accessed more than 20% of the course content or downloaded any digital assets.
- Access to Materials: No refunds can be provided if more than 20% of the digital course is accessed, or if any digital assets or files are downloaded.
- Exceptions: If there is an issue with delivery of the digital product or course that we cannot resolve, exceptions can be made to the standard refund terms.
Special Circumstances
- Force Majeure: In the event of events outside of our control (natural disaster, pandemic), we will collaborate to find solutions, such as extending timelines or rescheduling. A refund may be considered based on work completed.
- Client-Initiated Delays: Delays caused by failure to provide timely feedback or information may affect the project timeline and payment schedule. You may still be responsible for payment for costs incurred.
- Dissatisfaction with Results: HS Digital Marketing does not guarantee any specific results and cannot provide refunds based on a clients satisfaction of results, assuming the contracted service was completed to standard.
- Contract Termination: Either party may terminate service with written notice, according to the specific service agreement, as well as the notice periods stated in this policy. If a project is terminated by a client, completed work is non-refundable. If terminated by HS Digital Marketing, any remaining unearned balance is refunded.
- Dispute Resolution: HS Digital Marketing emphasizes open communication. In case of a dispute, we prefer open communication for resolution. If no solution can be agreed upon, mediation can be considered.
Service Agreements
This Cancellation and Refund Policy is governed by the terms of any applicable service agreement between you and HS Digital Marketing. In the event of any conflict between this policy and your service agreement, the terms of the service agreement shall prevail.
Policy Updates
HS Digital Marketing reserves the right to update this policy at any time. Changes will be posted on our website, with the “Last Updated” date changed accordingly. You are responsible for reviewing this policy regularly. Continued use of our services after a change constitutes your agreement to the revised policy.
Disclaimer
HS Digital Marketing does not guarantee specific outcomes with digital marketing, and cannot provide refunds based on dissatisfaction with client results, assuming the service was completed to standard.
Contact Information
For questions, please contact us at:
HS Digital Marketing
Email: [email protected]
Our offices are located in:
- Brampton, Canada
- New York, USA
- Sheffield, United Kingdom