Refund policy

1. Scope of this policy

This Refund Policy applies to fees paid directly to Digirisers ("we," "us," "our") for digital marketing services — including but not limited to SEO, paid media management, web design, content, email marketing, social media, ecommerce, and AI services — engaged via a Statement of Work, proposal, or order on our website.

This policy is read together with our Terms and Conditions. Where an SOW or written agreement contains different refund terms, that agreement controls for the engagement it governs.

2. Our service guarantee

We stand behind the quality of our work. If you believe a deliverable does not meet the agreed scope or industry standards, contact us within fourteen (14) days of receipt and we will, at our option:

• Revise the deliverable until it meets the agreed scope (no extra charge for in-scope work);
• Provide a credit toward future services; or
• Issue a partial or full refund as set out below.

3. Monthly retainers

• Billing: Retainers are billed monthly in advance. The first invoice is due before work begins.
• Cancellation: You may cancel a retainer at any time with thirty (30) days' written notice (email to info@digirisers.com is sufficient). The retainer remains active and billable through the notice period, during which we will deliver scoped work and a clean handover.
• Mid-month termination: Retainer fees for the current month are non-refundable once work has begun for that month, because the team and resources are already allocated.
• Pre-paid months: If you pre-paid for multiple months and cancel, we will refund unused, unstarted months on a pro-rata basis after deducting any earned fees and discounts.

4. One-time projects (websites, audits, sprints)

Project work is typically billed in milestones (e.g., 50% on kickoff, 50% on delivery). Our refund approach for projects:

• Before kickoff: If you cancel after deposit but before we have begun work, we will refund your deposit minus a 10% administrative fee covering scoping and contracting time.
• After kickoff, before delivery: If you cancel mid-project, we will invoice (or retain) the pro-rata value of work completed up to the cancellation date and refund the balance, if any.
• After delivery: Once final deliverables have been accepted, project fees are non-refundable. If a deliverable does not match the agreed scope, the guarantee in Section 2 applies.

5. Ad spend & third-party fees

Ad spend on platforms such as Google, Meta, LinkedIn, TikTok, and Microsoft is paid directly by the Client to those platforms using the Client's payment method. Refunds for ad spend (including credits, billing errors, or platform-issued refunds) are governed by each platform's policies and are processed by the platform, not by Digirisers.

Where Digirisers has agreed in writing to manage ad spend on a Client's behalf, unspent funds will be refunded within fifteen (15) business days of campaign close, less any platform-imposed fees.

Third-party software, hosting, domain, stock-asset, and licensing fees are non-refundable once purchased on your behalf.

6. Non-refundable items

The following are non-refundable except where required by applicable law:

• Setup, onboarding, and discovery fees once work has begun;
• Strategy documents, audits, and roadmaps once delivered;
• Custom creative (designs, copy, video) that has been approved or used publicly;
• Time-based services (consulting hours, workshops) once scheduled and held;
• Any third-party costs or licenses purchased on your behalf.

7. How to request a refund

To request a refund, email info@digirisers.com with the subject line "Refund Request" and include:

• The name on the engagement and your invoice or order number;
• The deliverable or service in question;
• A description of the issue and what outcome you are looking for;
• Any supporting context (screenshots, dates, communications) that helps us evaluate quickly.

We will acknowledge your request within two (2) business days and aim to resolve it within ten (10) business days.

8. Processing & timelines

• Approved refunds are issued to the original payment method.
• Credit cards: typically appear within 5–10 business days, depending on your bank.
• ACH / wire / bank transfer: typically settle within 7–14 business days.
• Currency conversion: Refunds are returned in the original currency of payment. We are not responsible for exchange-rate differences between the original payment and the refund.

9. Disputes & chargebacks

If you have any concerns about a charge, please contact us first — most issues can be resolved within a few days. Filing a chargeback or payment dispute without first contacting us may delay resolution and, where the dispute is unfounded, may be considered a breach of these Terms. Digirisers reserves the right to suspend or terminate services and recover dispute-related fees in such cases.

10. Changes to this policy

We may update this Refund Policy from time to time. The "Last updated" date at the top of the page reflects the most recent version. Material changes will be communicated via the website or by email. The policy in effect at the time you place an order or sign an SOW governs that engagement.

11. Contact

Questions about a refund or a current invoice? We'd rather hear from you than have you wonder.