Refund Policy

01Refund terms at a glance

02How this policy applies

This policy applies to services purchased from Digital Discount Hub. Every engagement is defined by a written proposal, statement of work or service agreement (an “Agreement”). We make this policy available, and refer to it in each Agreement, before you pay anything.

If an Agreement sets refund terms for a particular project that differ from this policy, the Agreement’s terms apply to that project. Read this policy together with our Cancellation Policy, Payment and Billing Policy and Terms and Conditions.

03Refund eligibility

A refund request will generally be considered when:

• you cancel an engagement before work has started;
• you cancel part-way through a project and have paid for work that has not yet been performed;
• we have not delivered a material part of the agreed scope and have been unable to correct it after being notified; or
• you were charged twice or charged an incorrect amount. Billing errors will always be corrected.

A refund is generally not available for:

• work that has been performed according to the Agreement, including strategy, research, design, development, configuration and campaign management time;
• deliverables you have approved or accepted, except as described in this policy;
• amounts paid to third parties on your behalf, including advertising spend, software, domains, hosting and licenses (see Third-party costs); or
• outcomes that depend on factors outside our control, such as search rankings, advertising performance, sales or lead volume. We do not guarantee specific results. See our Disclaimer.

04Deposits and advance payments

Many projects begin with a deposit or advance payment. It reserves time in our schedule and covers early work such as discovery, planning and setup. Our deposit terms are: [To confirm: Whether project deposits are refundable, and when].

Payments made in advance for future milestones or future service periods that have not begun are treated as payments for work not yet performed, as described below.

05Projects that have not started

A project has “started” when we begin any work under the Agreement, such as a kickoff meeting, research, account audits, design or setup. If you cancel in writing before that point, the refund is: [To confirm: Refund amount for a project cancelled before any work begins]. Any third-party costs already paid at your request are handled as described under Third-party costs.

06Partially completed services

If a project is cancelled after it has started, we value the work completed up to the cancellation date using this method: [To confirm: How partially completed work is valued]. We compare that value with the amount you have paid:

• if you have paid more than the value of the completed work and incurred costs, we refund the difference;
• if you have paid less, the remaining balance for completed work becomes payable.

With every decision we provide a written breakdown of completed work and costs, so you can see exactly how the amount was calculated.

07Completed digital deliverables

Digital deliverables such as designs, code, content, brand files and configured systems can’t be “returned” once delivered. For deliverables that have been completed and accepted, our position is: [To confirm: Whether accepted, delivered work can be refunded].

If a deliverable doesn’t match the agreed scope, please tell us within the acceptance period in our Service Delivery Policy. Our first step will be to fix it. Correcting the work at no additional cost is our standard remedy for deliverables that don’t conform to the Agreement.

08Marketing campaign management fees

Paid advertising, SEO and social media services usually involve two separate kinds of payment:

• Our management fee: what you pay Digital Discount Hub for strategy, setup, optimization, content and reporting.
• Advertising spend: what you pay platforms such as Google or Meta to run ads. It is usually charged directly to your own payment method in your ad account.

Management fees for a service period that has not begun can be refunded if you cancel before that period starts. For the service period in progress at cancellation, the treatment is: [To confirm: Treatment of the current period’s recurring campaign management fee].

We cannot refund advertising spend, because those funds are paid to and spent by the platform. Any credits or refunds for invalid clicks, policy issues or billing errors are decided by the platform under its own policies. We will help you submit those requests where possible.

09Website and e-commerce development refunds

Website and e-commerce projects are delivered in phases, typically discovery and planning, design, development, testing and launch. Refunds are calculated by phase: [To confirm: How website development refunds are calculated by project phase].

Work in a phase that you have approved is treated as completed. If a project ends before launch, we will deliver the work completed and paid for, in its current state, as described in our Terms and Conditions. Hosting, domains, themes, plugins and app subscriptions are third-party costs.

10Branding and graphic design refunds

Branding work is creative and iterative. Once initial concepts have been presented, significant design time has been invested. Our refund treatment for branding and design projects is: [To confirm: How branding and design refunds are calculated once concepts are presented].

Concepts you do not select remain our property unless the Agreement says otherwise. Ownership of the final approved design transfers on full payment, as set out in our Terms and Conditions.

11AI automation and chatbot setup fees

AI chatbots, workflow automations and CRM integrations involve configuration, integration and testing work that happens before anything is visible. For setup fees once configuration has begun, our treatment is: [To confirm: Treatment of AI and automation setup fees once configuration begins].

Usage-based charges from AI model providers, automation platforms, messaging services or CRM vendors are third-party costs. They are billed according to those providers’ terms.

12Third-party costs

Third-party costs are amounts paid to other companies to deliver your project. They include advertising spend, domain registrations, hosting plans, software subscriptions, themes, plugins, stock photography, fonts, AI usage and similar purchases. Whether these can be refunded depends on the vendor’s policy, not ours.

Where a vendor allows cancellation or a refund, we will request it on your behalf and pass on any amount we receive. Where an item has been purchased in your name or transferred to you, it remains yours.

13How to request a refund

Send a written request to [To confirm: Email address for legal notices, refund and cancellation requests] or through our contact form, within this time limit: [To confirm: Time limit for submitting a refund request]. Please include:

1. your name, company and the email address used for the engagement;
2. the invoice number or the project or service concerned;
3. the amount you are requesting; and
4. the reason for your request, with any supporting details.

14Review and response process

1. We confirm that we have received your request.
2. We review it against your Agreement, the work completed, project records and any third-party costs.
3. We may contact you to clarify details or, where appropriate, offer to correct the issue first. We send a written decision within: [To confirm: Time to review a refund request and send a decision].
4. The decision explains the outcome, the amount (if any) and how it was calculated.

If you disagree with the decision, reply with the reason and we will review it again. Unresolved disagreements are handled as described in the dispute resolution section of our Terms and Conditions.

15Refund processing timelines

Approved refunds are issued within [To confirm: Time to issue an approved refund], by this method: [To confirm: How approved refunds are paid]. After a refund is issued, your bank or card issuer may take additional time to show it on your statement.

16Exceptions required by law

Nothing in this policy limits any right or remedy you have under applicable law that cannot be waived or limited by contract. Where the law gives you a right to a refund that this policy does not, we will honor that right.

17Contact

Questions about this policy can be sent to us through any of the following:

• Our contact form
• Email: [To confirm: Email address for legal notices, refund and cancellation requests]
• By mail: Digital Discount Hub, 12895 Josey Ln, Farmers Branch, TX 75234, USA