Refund Policy

Effective Date: January 2025
Last Updated: January 2025

1. Introduction & Philosophy

At 7t1.studio, we are committed to delivering exceptional value through our digital marketing services. Our refund policy reflects our confidence in the quality of our work and our dedication to client satisfaction. This comprehensive policy outlines the conditions, procedures, and timelines governing refund requests for our diverse range of digital marketing services.

We operate on a foundation of transparency, measurable results, and client collaboration. Unlike many agencies that employ rigid "no refund" policies, we believe in fair compensation aligned with value delivered. This policy balances our need to allocate resources appropriately with our commitment to client satisfaction when services don't meet mutually agreed-upon expectations.

2. Scope of Policy

2.1 Services Covered

This refund policy applies to all 7t1.studio services, including but not limited to:

Retainer-Based Services:

Monthly digital marketing management packages (SEO, PPC, Social Media, Content Marketing)
Website maintenance and hosting services
Ongoing consulting and strategy development
Analytics and reporting services

Project-Based Services:

Website design and development projects
Brand identity and logo design
Comprehensive marketing audits and strategy documents
One-time consulting sessions and workshops

Specialized Services:

Custom software development and integrations
Video production and animation services
Large-scale content creation projects
Event marketing and promotion campaigns

2.2 Services with Special Considerations

Performance-Based Campaigns:

Advertising spend management (PPC, social media ads)
Influencer marketing campaigns
Affiliate marketing programs

Third-Party Costs:

Software licenses and subscriptions
Stock photography, video, and music licenses
Premium plugin and theme purchases
Domain registration and SSL certificates

3. General Refund Principles

3.1 Performance-Based Satisfaction Guarantee

We operate on a performance-oriented model with specific satisfaction guarantees:

Results Framework:

Clear KPIs established during onboarding and documented in service agreements
Regular performance reporting against agreed-upon metrics
Structured escalation process for underperforming campaigns
Proactive communication about challenges and opportunities

Satisfaction Metrics:

Objective Metrics: Traffic growth, conversion rates, ROI, ranking improvements
Subjective Metrics: Communication quality, strategic alignment, responsiveness
Process Metrics: Adherence to timelines, quality of deliverables, compliance with brand guidelines

3.2 Value-Received Principle

Refund determinations consider value already delivered:

Work Completed Assessment:

Hours invested by specialized team members
Deliverables produced and accepted
Strategic insights and recommendations provided
Infrastructure and setup work completed

Resource Allocation:

Team assignment and dedicated resource allocation
Tool access and software licenses provisioned
Training and onboarding completed
Intellectual property developed

4. Refund Eligibility Conditions

4.1 Time-Based Eligibility

Project-Based Services:

14-Day Satisfaction Period: Full refund available within 14 days of project commencement if no work has been initiated
30-Day Performance Review: Partial refund available within first 30 days for ongoing services if minimum expectations aren't met
45-Day Strategy Adjustment: Refund requests beyond 45 days require documented performance issues and attempted resolutions

Retainer Services:

First Month Review: Full refund available within first 30 days if services haven't delivered agreed-upon value
Quarterly Assessment: Pro-rated refunds available at quarterly review points based on performance metrics
Annual Contract Review: Special consideration for annual contract cancellations with valid performance concerns

4.2 Performance-Based Eligibility

Qualifying Conditions for Refund:

Failure to Deliver: Documented failure to provide agreed-upon services
Material Deficiency: Significant quality issues that can't be remedied
Misrepresentation: Services not matching what was promised in proposal
Communication Breakdown: Failure to maintain agreed-upon communication standards
Ethical Violation: Breach of ethical standards or industry best practices

Non-Qualifying Conditions:

Change of Mind: Simply deciding you no longer want the service
Budget Constraints: Financial issues unrelated to service quality
Business Changes: Internal restructuring or strategy shifts
Unrealistic Expectations: Expectations not aligned with original agreement
Market Conditions: Industry changes or competitive factors

5. Refund Calculation Methodology

5.1 Project-Based Refund Calculations

Website Design & Development:

Refund Amount = Total Project Fee - (Hours Worked × Hourly Rate) - Third-Party Costs

0-25% Completion: 75% refund of remaining balance
26-50% Completion: 50% refund of remaining balance
51-75% Completion: 25% refund of remaining balance
76-100% Completion: No refund, deliverables ownership transferred

Marketing Audits & Strategy:

Research Phase Only: 80% refund if work stops before analysis begins
Analysis Completed: 50% refund if strategic recommendations not delivered
Full Report Delivered: No refund, full ownership of intellectual property

5.2 Retainer Service Refund Calculations

Monthly Services:

Refund Amount = Monthly Fee × (Remaining Days / 30) - Value of Services Delivered

Performance-Adjusted Refunds:

Below 50% KPI Achievement: 75% of unused retainer amount
50-75% KPI Achievement: 50% of unused retainer amount
76-90% KPI Achievement: 25% of unused retainer amount
Above 90% KPI Achievement: No refund available

5.3 Specialized Calculations

Advertising Management:

Agency fees refund calculated separately from advertising spend
Unused ad budget returned minus platform fees (typically 5-15%)
Performance credits applied before cash refunds considered

Content Creation:

Completed content ownership transferred to client
Refund based on unused content quota
Kill fees for partially completed work (typically 25-50%)

6. Non-Refundable Elements

Certain costs and services are not eligible for refund:

6.1 Third-Party Costs

Software & Tools:

Monthly software subscriptions already activated
Premium plugin and theme purchases
API access fees and integration costs
Specialized tool licenses with minimum terms

Creative Assets:

Stock photography, video, and music purchases
Font licenses and design asset purchases
Domain registration and renewal fees
SSL certificates and security tools

6.2 Agency Resources

Strategy Development:

Initial discovery and research work
Competitive analysis and market research
Strategy documentation and planning
Team training and onboarding specific to client

Intellectual Property:

Custom frameworks and methodologies developed
Proprietary tools and templates used
Research findings and data analysis
Strategic recommendations and insights

6.3 Administrative Costs

Setup & Onboarding:

Account setup and configuration work
Tool integration and connection setup
Team allocation and resource planning
Process documentation and training materials

Management Overhead:

Project management time allocation
Communication and coordination efforts
Quality assurance and review processes
Administrative support and account management

7. Refund Request Process

7.1 Formal Request Submission

Required Documentation:

Written Request: Formal email to accounts@7t1.studio with "Refund Request" in subject line
Service Agreement Reference: Contract or proposal reference number
Performance Documentation: Evidence of service deficiencies or unmet expectations
Resolution Attempts: Documentation of previous attempts to resolve issues
Specific Request: Clear refund amount or percentage being requested

Timeline Requirements:

Requests must be submitted within 60 days of service dissatisfaction
Late requests may be considered for exceptional circumstances
Historical issues beyond 90 days typically not eligible

7.2 Review & Assessment Process

Step 1: Acknowledgement

Automatic confirmation within 24 hours of request submission
Case number assigned for tracking purposes
Initial review timeline communicated (typically 5-7 business days)

Step 2: Performance Review

Comprehensive analysis of service delivery against agreement
Review of communication history and previous concerns
Assessment of value delivered versus expectations
Consultation with service delivery team

Step 3: Resolution Discussion

Meeting scheduled to discuss findings and potential solutions
Exploration of alternative resolutions before refund
Clarification of expectations and potential adjustments
Documentation of agreed-upon path forward

Step 4: Final Determination

Written decision provided within 10 business days
Clear explanation of approval or denial reasons
Detailed calculation if partial refund approved
Next steps and timeline for resolution

7.3 Appeal Process

If unsatisfied with initial determination:

Internal Appeal:

Request review by senior management within 7 days
Additional documentation may be requested
Final internal decision within 14 business days

External Mediation:

Option for third-party mediation for disputes over $5,000
Shared cost of mediation services
Binding or non-binding options available

8. Refund Processing

8.1 Approved Refund Timeline

Processing Timeframes:

Digital Services: 7-10 business days for approval processing
Project-Based Refunds: 10-14 business days for calculation and approval
Retainer Refunds: 5-7 business days for pro-rated calculations

Payment Methods:

Original payment method preferred for refund processing
Alternative methods may be offered with client agreement
Bank transfer fees deducted for international refunds over $1,000

8.2 Refund Delivery

Payment Processing:

Credit card refunds: 3-5 business days to appear on statement
Bank transfers: 5-10 business days depending on institutions
PayPal/Stripe: 2-5 business days for platform processing

Confirmation & Documentation:

Refund confirmation email with transaction details
Updated invoice reflecting refund amount
Tax documentation for refunded amounts (if applicable)
Service termination confirmation (if applicable)

9. Alternative Dispute Resolution

9.1 Service Credits

Credit Options:

Service Extension: Additional months of service at no cost
Enhanced Services: Upgrade to higher service tier temporarily
Special Projects: Additional work outside original scope
Training & Education: Custom training sessions or workshops

Credit Terms:

Typically valid for 12 months from issuance
Non-transferable and non-refundable
Applied to future invoices automatically
May be combined with other offers

9.2 Service Improvements

Remediation Plans:

Dedicated account manager assignment
Increased service level or attention
Additional resources allocated to account
Revised strategy and implementation plan

Performance Guarantees:

Specific KPI improvements with timeline
Regular check-ins and progress reviews
Escalation procedures for ongoing issues
Exit options if improvements not achieved

10. Special Circumstances

10.1 Force Majeure Events

Qualifying Events:

Natural disasters affecting service delivery
Government actions or regulatory changes
Major platform outages or technical failures
Global events impacting digital marketing effectiveness

Refund Considerations:

Pro-rated refunds for extended service interruptions
Service credits for temporary disruptions
Contract suspension options during extended events
Mutual agreement on reasonable accommodations

10.2 Ethical Violations

Immediate Refund Eligibility:

Clear breach of ethical standards
Violation of industry regulations
Misuse of client data or assets
Conflict of interest situations

Full Investigation:

Independent review of allegations
Documentation of violations
Immediate service suspension if warranted
Full transparency in resolution process

11. Cancellation Policies

11.1 Service Cancellation

Notice Requirements:

Monthly Services: 30-day written notice required
Project Services: Notice as per project phase completion
Annual Contracts: 60-day notice for non-renewal

Cancellation Fees:

Early termination fees for annual contracts (typically 25% of remaining value)
Administrative fees for complex account closures ($150-500)
Data extraction and transfer fees if requested

11.2 Transition Support

Post-Cancellation Assistance:

30-day transition period for knowledge transfer
Documentation and asset handover
Introductions to replacement agencies if requested
Final performance reports and recommendations

12. Client Responsibilities

12.1 Cooperation Requirements

For Refund Eligibility:

Timely provision of necessary information and access
Participation in performance reviews and meetings
Reasonable time allowance for issue resolution
Adherence to agreed-upon processes and timelines

Service Success Factors:

Clear communication of expectations and feedback
Provision of necessary brand assets and information
Timely approval of strategies and deliverables
Payment of invoices as agreed

12.2 Documentation Maintenance

Recommended Records:

Service agreements and proposals
Performance reports and analytics
Communication records and meeting notes
Approval documentation for deliverables

13. Policy Updates & Communication

13.1 Policy Revisions

Update Process:

Annual review and update of refund policy
Client notification of material changes 30 days in advance
Historical policy versions available upon request
Grandfathering considerations for existing clients

Communication Methods:

Email notification to active clients
Website policy page updates
Service agreement references
Client portal announcements

13.2 Transparency Commitment

Open Communication:

Clear discussion of refund policies during onboarding
Regular service reviews and satisfaction checks
Proactive communication about potential issues
Easy access to policy documentation

14. Contact & Support

14.1 Refund Inquiries

Primary Contact:

Email: accounts@7t1.studio
Phone: [Dedicated Accounts Line]
Client Portal: Support ticket system

Escalation Path:

Account Manager (initial contact)
Accounts Department (formal requests)
Client Success Director (dispute resolution)
Company Leadership (final appeals)

14.2 Hours of Operation

Support Availability:

Account Inquiries: Monday-Friday, 9 AM-6 PM EST
Urgent Matters: 24/7 emergency contact for critical issues
Response Times: 24-hour initial response guarantee

15. Legal Framework

15.1 Governing Law

Jurisdiction:

Primary jurisdiction: [State/Country of Incorporation]
Alternative dispute resolution preferred
Court proceedings as last resort for unresolved disputes

15.2 Limitation of Liability

Financial Limits:

Maximum refund limited to fees paid for disputed services
No liability for indirect or consequential damages
Cap on total liability per service agreement terms

15.3 Severability

Policy Validity:

Individual clause invalidity doesn't affect entire policy
Reasonable interpretations favored
Intent-based application of policy terms

This Refund Policy represents our commitment to fair and transparent business practices. We encourage open communication about service expectations and performance to prevent misunderstandings and ensure mutual success.

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