Refund policy

This policy explains how refunds, cancellations and service delivery issues are handled on work carried out by MBE DIGISOL. It is written to be clear about what we can and cannot refund, so expectations are set before an engagement begins rather than after. Review this text with a legal adviser and adapt it to the jurisdictions you operate in before launch.

Where a signed proposal, statement of work or service agreement covers the same subject, that agreement takes precedence over this page.

Scope of this policy

This policy applies to services purchased directly from MBE DIGISOL by businesses and individuals, whether the engagement is scoped as a fixed-price project or billed as a monthly retainer. It covers the fees paid to us for our own work. It does not cover amounts paid to third parties on your behalf, which are dealt with separately below.

Services covered

The services in scope include search engine optimisation, content production, authority and guest post placement, web design and development, website management and conversion optimisation, along with audits, strategy documents and other advisory deliverables.

When a refund may be requested

You may request a refund in the following circumstances:

• Work that has been paid for has not started, and no resources have been committed or scheduled on your behalf.
• A deliverable was not provided within the timeframe agreed in writing, and the delay was caused by us rather than by outstanding inputs, approvals or access from your side.
• A deliverable materially departs from the written scope, and we have been unable to correct it within a reasonable period after you have told us what is wrong.
• You were charged in error, for example a duplicate payment or a charge for a service that was never ordered.

Where only part of an engagement is affected, any refund is calculated on that part rather than on the engagement as a whole.

Non-refundable services and situations

Some costs cannot be recovered once they have been incurred. The following are not refundable:

• Work that has already been delivered, accepted or published, including completed audits, strategy documents, written content, designs and development work.
• Time already spent on a retainer during a billing period that has begun.
• Amounts paid to third parties on your behalf and not recoverable by us, such as publisher and placement fees, paid media spend, domain registrations, hosting, licences, stock assets and paid tools.
• Requests based on a change of mind, a change in your internal priorities, or a decision to bring the work in-house after it has started.
• Results-based claims. Search rankings, traffic, impressions, conversions and revenue depend on competition, search engine behaviour, your market and your own commercial decisions. We do not guarantee a specific outcome and do not offer refunds on the basis that a particular result was not reached.
• Situations where the work could not proceed because required content, access, approvals or feedback were not provided after reasonable reminders.
• Discounted, bundled or promotional services that were described as non-refundable at the point of purchase.

Cancellation

Retainer engagements may be cancelled with written notice in line with the notice period stated in your agreement. Fees for the current billing period remain payable, and work continues to the end of that period unless both sides agree otherwise.

Project engagements may be cancelled in writing at any time. Where a project is cancelled part-way through, we invoice for work completed and resources committed up to the cancellation date, and any remaining balance is returned to you.

Service delivery issues

If something is wrong with a deliverable, tell us before requesting a refund. Our first step is always to correct the work. In most cases a revision, a rebuild or a replacement placement resolves the issue faster than a refund would, and it is included in the engagement rather than charged again.

Where a correction is not possible or is not appropriate, we will discuss a partial refund, a credit against future work, or a replacement deliverable of equivalent value, and confirm what has been agreed in writing.

How to request a refund

Send your request by email to the address on our contact page, including:

• Your name and the business the work was carried out for.
• The invoice number or payment reference, and the date of payment.
• The service or deliverable the request relates to.
• A description of the issue and, where relevant, what you would like us to do to put it right.

Refund requests should be made within thirty days of the delivery date or the invoice date, whichever is later. Requests made after that period may still be reviewed, but we may be unable to recover costs already incurred.

Review and processing time

We acknowledge refund requests within two working days and aim to complete our review within ten working days. More complex engagements, or requests that involve third-party costs, may take longer; if so, we will tell you and keep you updated.

Approved refunds are issued to the original payment method. Once processed, the funds typically appear within five to ten working days, depending on your bank or payment provider. Any bank charges, currency conversion differences or payment processor fees applied by your provider are outside our control.

Exceptions

Refunds may be declined where an account has unpaid invoices, where our terms have been breached, or where a request is repeated after the same matter has already been reviewed and resolved. We may also decline a request where deliverables have continued to be used after a refund was sought.

Nothing in this policy limits any statutory rights you may have under the consumer or commercial law that applies to you.

Changes to this policy

This policy may be updated from time to time to reflect changes in our services or in the law. The version published on this page at the time of your purchase is the version that applies to that purchase.

Contact us

Questions about this policy, or about a specific invoice, can be sent to us through the contact page and a member of the team will respond.