1. Overview
At Fluxverge, we are committed to delivering exceptional results for every client and maintaining fair, transparent commercial relationships. This Refund Policy sets out the conditions under which refunds may be issued for our digital marketing services. By engaging our services, you confirm that you have read, understood, and agree to this policy.
2. General Principles
Because our services involve the investment of significant time, senior expertise, and resources from the moment a project begins, refunds are considered on a case-by-case basis in accordance with the specific terms set out below. We do not offer automatic, blanket, or unconditional refunds. Our goal is always to resolve any concerns through open dialogue before any formal refund process is initiated.
3. Project Deposits and Upfront Fees
All project engagements require a non-refundable deposit, typically between 30% and 50% of the total agreed project value, payable upon signing the Service Agreement. This deposit covers the immediate commencement of discovery, strategy, research, and planning work that begins as soon as the agreement is signed. Deposits are strictly non-refundable once work has commenced, regardless of the reason for cancellation.
4. Ongoing Monthly Retainer Services
For monthly retainer services including SEO, GEO, email marketing, social media advertising, AI agent maintenance, and corporate branding retainers, the following terms apply. The current month's retainer fee is non-refundable once services for that period have commenced or been delivered. If you wish to cancel a retainer arrangement, you must provide a minimum of 30 calendar days written notice. Any work completed or costs incurred during the notice period will be billed in full and are not eligible for a refund.
5. Eligible Refund Scenarios
A full or partial refund may be considered in the following specific circumstances. Fluxverge has failed to commence work within the timeframe explicitly stated and agreed in the Statement of Work, without prior notification or agreed extension. A billing error, technical fault, or administrative mistake has resulted in a duplicate charge or an incorrect invoice amount. The project has been formally cancelled by Fluxverge before any discovery, strategy, or creative work has commenced. In any of these circumstances, please contact us in writing at hello@fluxverge.com within 7 calendar days of the issue arising, providing full details of your concern.
6. Non-Eligible Scenarios
Refunds will not be issued in the following circumstances. You have changed your mind, revised your goals, or decided to pursue a different direction after work has commenced. You are dissatisfied with creative or strategic output that falls within the agreed scope, standards, and deliverables set out in the SOW. Delays, quality issues, or communication breakdowns have arisen due to your failure to provide required materials, access, approvals, or feedback within agreed timeframes. Performance outcomes such as search engine rankings, advertising returns, email open rates, or revenue figures have not met your expectations, given that these outcomes are subject to market conditions, algorithm changes, audience behaviour, and other factors entirely outside Fluxverge's direct control.
7. Resolution Process
If you are dissatisfied with any aspect of our service or deliverables, we strongly encourage you to contact us before initiating any formal refund request. In the large majority of cases, concerns can be effectively resolved through direct communication, revised deliverables, additional revisions, or supplementary support. Please email hello@fluxverge.com with a detailed description of your concern and we will respond within two business days with a proposed resolution.
8. Approved Refund Processing
Where a refund has been formally approved by Fluxverge in writing, it will be processed back to the original payment method used for the transaction. Please allow 10 to 14 business days for the refund to appear in your account. Fluxverge is not responsible for any additional delays caused by your bank, payment processor, or card issuer.
9. Changes to This Policy
Fluxverge reserves the right to update this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. Your continued use of our services after any changes have been posted constitutes your acceptance of the updated Refund Policy.
10. Contact
For all refund-related enquiries, questions, or formal requests, please contact us at hello@fluxverge.com or visit fluxverge.com/contact.