Service Fulfillment & Refund Policy
Last updated: June 17, 2025
1. Service Delivery
Engagement Start: Upon receipt of signed agreement and initial payment, we begin onboarding within 5 business days.
Deliverables: Depending on your package, deliverables may include campaign setups, content and backlink deliverables, monthly performance reports, SEO audits, creative assets, and strategy calls. These are delivered via your dashboard, email, or shared Google Drive folder.
Ongoing Work: For retainer clients, we allocate our team’s hours monthly and deliver progress updates at least once every 10 business days.
2. Cancellation & Pause
Monthly Retainers: You may cancel or pause your monthly service at any time via a written notice (email to daniel@grou.co).
One-Time Projects: You may cancel up to 7 days before the scheduled kickoff date without penalty.
Effect on Deliverables: Work already completed (hours logged, assets produced) up to the cancellation date will be invoiced pro-rata. Any unused hours will be credited toward future work or refunded, per Section 3.
3. Refunds & Credits
Prorated Refunds: If you cancel a monthly retainer mid-cycle, unused service hours are refunded on a pro-rata basis.
No-Refund Situations: Setup fees, third-party ad spend, and hours already rendered (e.g., strategy delivered, campaigns launched, deliverables in progress) are non-refundable.
4. Revision & Dispute Policy
Revisions: We include up to two rounds of revisions on strategic deliverables (e.g., ad copy, landing-page drafts). Additional revisions are billed at our hourly rate.
Disputes: If you believe work completed doesn’t meet agreed specifications, notify your account manager within 7 days of delivery. We’ll review and, if appropriate, correct at no additional charge.
5. Visibility & Acceptance
This policy is publicly posted and is linked in our website footer and on all proposal decks. By making payments on our invoices, you acknowledge you’ve reviewed and accept these terms.
