INTRODUCTION
This document (“Policy”) sets forth the comprehensive terms and conditions governing refund requests and service modifications for clients (“Client” or “You”) of Marketing Hub (“Company,” “We,” “Us,” or “Our”), a digital marketing company operating via its official website, https://marktinghub.com/. This Policy is an integral component of our overarching Terms of Service and any specific service agreements or statements of work executed between the Company and the Client. By engaging with our services, the Client expressly acknowledges and agrees to the stipulations contained herein.
SCOPE OF POLICY
This Policy applies to all digital marketing services offered, initiated, and performed by Marketing Hub. Such services encompass, but are not limited to, search engine optimization (SEO), pay-per-click (PPC) advertising management, social media marketing and management, content creation and marketing, website design and development, email marketing campaigns, analytics reporting, and strategic consulting. This Policy addresses circumstances related to Client dissatisfaction, alleged non-delivery of services, or requests for alterations to existing service agreements. It is specifically noted that this Policy does not extend to third-party products, services, or tools acquired through or utilized by the Company on behalf of the Client, unless explicitly stipulated otherwise in a separate written agreement between the Company and the Client.
GENERAL PRINCIPLES OF REFUND AND SERVICE MODIFICATION
Marketing Hub is dedicated to providing professional, high-quality digital marketing services and strives for utmost client satisfaction. Given the inherent nature of intangible digital marketing services, which necessitate significant upfront strategic planning, resource allocation, creative development, and ongoing effort, refunds and service modifications are assessed and administered strictly on a case-by-case basis. Such considerations are rigorously subject to the specific terms and conditions delineated within this Policy and any governing service agreement. Our primary approach to resolving client concerns involves open communication, good faith negotiation, and, where appropriate and feasible, service adjustments or corrective actions, prior to the consideration of any monetary refund.
REFUND ELIGIBILITY CRITERIA
Refunds are typically considered by Marketing Hub solely under extraordinary circumstances involving a verifiable and material breach of the mutually executed service agreement by the Company, significant and undisputed non-performance of agreed-upon deliverables, or a documented failure by the Company to initiate agreed-upon services without a justifiable cause or prior notification to the Client. For a refund request to be deemed eligible for consideration, the Client must furnish clear, objective, and verifiable evidence demonstrating that the Company has failed to meet its obligations as explicitly stipulated in the relevant service agreement, and further, that such demonstrable failure has not been rectified or cured within a reasonable timeframe following formal written notification from the Client specifying the alleged breach.
All refund requests must be formally submitted in writing within a strict maximum period of fourteen (14) calendar days following the occurrence of the alleged material breach, non-performance, or within fourteen (14) calendar days from the scheduled completion date of the specific deliverable or service in question, whichever event transpires earlier. Requests submitted beyond this prescribed timeframe may, at the Company’s sole and absolute discretion, be summarily denied without further review. Refunds shall not be granted for subjective dissatisfaction with service outcomes, creative preferences, or performance metrics where Marketing Hub has demonstrably performed its duties as contractually agreed and has exercised professional diligence and industry best practices.
NON-REFUNDABLE SERVICES AND FEES
Notwithstanding any other provision contained herein, it is explicitly declared that certain services, fees, and expenditures are unequivocally non-refundable. These non-refundable items and costs include, but are not limited to, initial consultation fees, strategic planning and development fees, project setup fees, administrative charges, costs associated with procuring or licensing third-party tools, software, platforms, or data subscriptions, advertising spend (e.g., budgets allocated for Google Ads, Facebook Ads, or other media buys), stock photography or video licenses, premium content subscriptions, and any other third-party expenses or disbursements incurred by Marketing Hub on behalf of and with the approval of the Client.
Furthermore, once a service has been substantially initiated, partially rendered, or completed, the proportionate fees corresponding to the work performed and resources expended by Marketing Hub become non-refundable. This encompasses, without limitation, all time dedicated to research, competitive analysis, market analysis, strategy formulation, content ideation and creation, ad campaign conceptualization and setup, website design stages, development, testing, client meetings, project communications, and general project management. This non-refundability applies irrespective of the ultimate campaign outcome, the Client’s subjective perception of value, or the Client’s subsequent decision to terminate the service. Custom-developed intellectual property, creative assets, or proprietary strategies, once delivered, presented, or approved by the Client, are also entirely non-refundable.
SERVICE MODIFICATION AND SCOPE ADJUSTMENTS
Requests for modifications to the scope of an active service agreement or for adjustments to specific deliverables within an ongoing project will be evaluated by Marketing Hub on a case-by-case basis. Any such modifications may be permissible solely upon mutual written agreement by both Marketing Hub and the Client, necessitating a formal amendment to the original service agreement or the execution of a new statement of work. It is understood and agreed that any alterations to the service scope, project timeline, deliverables, or objectives may reasonably necessitate corresponding adjustments to the agreed-upon fees, which will be formally communicated to the Client and must be explicitly accepted in writing by the Client prior to the implementation of any changes.
Marketing Hub expressly reserves the right to levy additional fees for significant changes to the project scope, for any additional work requested beyond the parameters of the original service agreement, or for modifications necessitated by incomplete, inaccurate, or delayed information provided by the Client. Unilateral changes requested by the Client that are not mutually agreed upon, or that fall outside the reasonable and contemplated scope of the original agreement, may be respectfully declined by the Company.
PROCESS FOR REQUESTING A REFUND OR SERVICE MODIFICATION
All formal refund requests or requests for significant service modifications must be submitted in writing by the Client via email to info@marktinghub.com. The written request must comprehensively include the Client’s full legal name, the legal name of the Client’s company (if applicable), the unique service agreement reference number, a detailed and specific description of the issue giving rise to the refund request or the exact modification desired, the specific reasons supporting the request, and any pertinent supporting documentation, evidence, or communication logs.
Upon successful receipt of a formal request, Marketing Hub will acknowledge its receipt within five (5) business days and immediately commence an internal review and investigation process. This process may entail a thorough examination of service logs, project communications, delivered assets, performance data, and may necessitate direct engagement or discussions with the Client to gather further pertinent information, clarify ambiguities, or attempt to resolve the matter amicably through alternative means. The Company pledges to endeavor to provide a formal written decision on the request within thirty (30) calendar days from the date of acknowledging receipt, though complex cases or those requiring extensive investigation may reasonably require additional time, of which the Client will be notified.
REFUND PROCESSING AND PAYOUTS
Should a refund be approved following the internal review process, the precise amount of the refund will be determined by Marketing Hub at its sole and absolute discretion. This determination will take into careful consideration the extent of services demonstrably rendered, the resources and labor utilized, all non-refundable expenses incurred by the Company on behalf of the Client, and any applicable administrative processing fees. Any approved refund will be processed and disbursed via the original payment method utilized by the Client, wherever technically feasible, within thirty (30) business days from the formal date of refund approval by the Company.
The Client explicitly acknowledges and agrees that any applicable taxes, third-party payment processing fees, bank transaction charges, or currency conversion charges incurred during the refund process will be borne solely by the Client or deducted directly from the approved refund amount. Partial refunds may be issued in circumstances where only a portion of the service agreement obligations were materially unfulfilled by Marketing Hub, or where early termination is explicitly granted under specific contractual terms permitting such partial reimbursement.
CLIENT RESPONSIBILITIES
The Client’s active participation, timely provision of all necessary information, assets, account access, prompt feedback, formal approvals, and consistent adherence to mutually agreed-upon schedules and deadlines are unequivocally crucial for the successful and efficient execution of all digital marketing services. Any failure on the part of the Client to diligently fulfill these stipulated responsibilities, resulting in project delays, stalls, an inability to perform services as originally agreed, or a detrimental impact on campaign performance, shall under no circumstances constitute grounds for a refund or a unilateral service modification request. Any claims of dissatisfaction or non-performance must be objectively verifiable and must not be solely or primarily attributable to the Client’s inaction, non-cooperation, or failure to adhere to their contractual obligations.
DISPUTE RESOLUTION
In the unfortunate event of any dispute, controversy, or claim arising out of or in connection with this Policy or any service agreement, both Marketing Hub and the Client agree to initially attempt to resolve such dispute through good faith negotiation and direct communication between authorized representatives. If a mutually satisfactory resolution cannot be achieved through such negotiation within a reasonable period, typically not exceeding thirty (30) days from the initial notification of the dispute, the parties may then mutually consider engaging in non-binding mediation or other alternative dispute resolution methods as a prerequisite to initiating formal legal proceedings.
POLICY AMENDMENTS
Marketing Hub expressly reserves the unfettered right to unilaterally modify, amend, update, or revise this Return and Exchange Policy at any time, and from time to time, without the necessity of prior individual notice to clients. Any and all such changes or revisions will be prominently posted on our official website at https://marktinghub.com/ and shall become immediately effective upon their posting. The Client’s continued engagement with our services or website following the posting of any modifications shall constitute the Client’s explicit acceptance of, and agreement to be bound by, the revised Policy. It remains the Client’s sole responsibility to periodically review this Policy on our website for any updates or changes.
DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY
Marketing Hub provides its digital marketing services on an “as is” and “as available” basis, without any warranties, representations, or guarantees of any kind, whether express, implied, or statutory. This includes, but is not limited to, implied warranties of merchantability, fitness for a particular purpose, non-infringement, or course of performance. We do not warrant that our services will meet your specific business requirements, achieve specific performance metrics, or that they will be uninterrupted, timely, secure, or error-free. We explicitly disclaim all liability for any errors or omissions in the service or for any loss or damage of any kind incurred as a result of the use of any service.
In no event shall Marketing Hub, its directors, officers, employees, partners, agents, suppliers, or affiliates be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including without limitation, loss of profits, data, use, goodwill, reputation, or other intangible losses, resulting from (i) your access to or use of or inability to access or use the services; (ii) any conduct or content of any third party on the services; (iii) any content obtained from the services; and (iv) unauthorized access, use, or alteration of your transmissions or content, whether based on warranty, contract, tort (including negligence), or any other legal theory, whether or not we have been informed of the possibility of such damage, and even if a remedy set forth herein is found to have failed of its essential purpose. Our total aggregate liability to you for any and all claims arising out of or relating to this Policy or our services, regardless of the form of action, shall not exceed the amount actually paid by you to Marketing Hub for the specific services giving rise to the claim in the three (3) months immediately preceding the date the claim arose.
GOVERNING LAW AND JURISDICTION
This Policy and any disputes or claims arising out of or in connection with it, its subject matter, or its formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of [Insert Jurisdiction, e.g., the State of California, United States], without giving effect to any choice or conflict of law provision or rule. Both Marketing Hub and the Client irrevocably consent to the exclusive jurisdiction and venue of the state and federal courts located in [Insert County/City, e.g., Los Angeles County, California] for the resolution of any and all disputes, actions, or proceedings arising out of or relating to this Policy or the services provided hereunder.
CONTACT INFORMATION
For any questions, clarifications, or concerns regarding this Return and Exchange Policy, or to submit a formal refund or service modification request, please contact Marketing Hub directly via email at info@marktinghub.com. Further information is available on our official website, https://marktinghub.com/.
EFFECTIVE DATE
This Policy is effective as of [Insert Date, e.g., October 26, 2023].