We bill for time and expertise applied to your account. Fees paid for work already completed are non-refundable. Retainers can be cancelled with 30 days’ written notice. Ad spend is paid directly to the platforms and is not held or refunded by us. If something is genuinely wrong, email us within 7 days — we’ll review every request in good faith.
Scope of this policy
This Refund & Cancellation Policy (“Policy”) applies to all paid engagements with Konvertable (“Konvertable”, “we”, “us”), including audits, campaign builds, ongoing management retainers, consulting calls, and any other service we deliver to you (the “Services”).
This Policy is part of our Terms of Use. Where the Terms of Use and the specific Statement of Work (SoW) or proposal you signed with us include refund or cancellation language, the SoW prevails for that engagement — the rest of this Policy fills in the gaps.
Quick reference
The matrix below summarises how refunds work across our most common engagements. Detail follows in the sections after.
| Engagement | Before work starts | Work in progress | Work completed |
|---|---|---|---|
| Audit (one-time) Account audit / strategy review |
Full refund | Pro-rated | Non-refundable |
| Campaign build (project) New account / new campaign setup |
Full refund | Milestone-based | Non-refundable |
| Monthly retainer Ongoing management |
Full refund | Current month non-refundable | Cancel future months with 30 days’ notice |
| Consulting call Single 60–90 minute session |
Full refund up to 24h before | — | Non-refundable |
| Ad spend Google, Meta, Microsoft, etc. |
Paid directly to platform — never held or refunded by Konvertable | ||
Audits & one-time services
- Before work starts — if you change your mind before we begin substantive analysis, you can request a full refund.
- Once analysis is under way — if you cancel mid-way, we will refund a pro-rated portion based on hours not yet logged, after deducting a reasonable administration fee.
- On delivery — once the audit report (or equivalent deliverable) has been shared with you, the fee is non-refundable. Revisions or clarifications are included under the original scope; entirely new work is quoted separately.
Campaign builds & fixed-scope projects
- Milestones — the unit of refund. Project fees are tied to milestones set out in the SoW (for example: strategy, build, launch). Once a milestone is delivered, that portion of the fee is earned and non-refundable.
- Mid-milestone cancellation. If you cancel after a milestone has begun but before it has been delivered, we will assess the work completed to date and refund any unworked portion, less a reasonable administration fee covering scheduling, coordination, and tooling.
- Materials. Strategy documents, build files, and Editor-ready bulk uploads are released to you on full payment of the relevant milestone. We do not release deliverables for milestones that have been refunded.
Monthly retainers
- Billing cycle. Retainers are billed monthly in advance. Each month covers a defined scope of work — campaign management, optimisation, reporting, and strategic guidance — as set out in your SoW.
- Cancellation. Either side may end the retainer with thirty (30) days’ written notice, given by email to [email protected]. The notice period covers handover, account access changes, and final reporting.
- Current month. The current month’s retainer is non-refundable once the month has started, because the team is already allocated and working on your account.
- Pausing instead of cancelling. Where appropriate, we can pause a retainer for up to two (2) calendar months. See section 11.
- Re-onboarding. If you cancel and later return, we may apply a re-onboarding fee to cover account re-audit and re-access setup. We will quote this transparently before resuming work.
Ad spend — paid to the platforms, not to us
Across Google Ads, Meta, Microsoft Ads, TikTok Ads, LinkedIn Ads, and Amazon Ads, your media budget is paid directly to the platform using your own payment method. Konvertable does not take custody of, hold, or invoice ad spend unless this has been explicitly agreed in writing in your SoW.
Accordingly:
- We cannot refund ad spend — it never sits with us. Any ad-spend refund, credit, or coupon adjustment is governed by the platform’s own policies and processed through the platform.
- Where a platform issues a credit or makes a billing correction (for example, due to invalid clicks or a platform-side error), the credit goes to the account holder — you.
- We will assist you in raising and tracking any platform refund claim under our standard support time, at no extra charge.
Cooling-off rights (EU / UK consumers)
Our Services are designed for businesses and the engagements we sign are between businesses. If, in your jurisdiction, you qualify as a consumer rather than a business buyer, you may have statutory cooling-off rights — in the EU under the Consumer Rights Directive, and in the UK under the Consumer Contracts Regulations 2013.
Where those rights apply:
- You may cancel within fourteen (14) days of placing your order, without giving a reason, provided we have not yet started delivering the Service with your express consent.
- If you ask us to start the Service inside the cooling-off period and then cancel, we are entitled to be paid for work performed up to the moment of cancellation.
- Cooling-off rights do not apply once a fully digital service has been completed with your prior express consent.
Nothing in this Policy limits any statutory right you may have that cannot be excluded under applicable law.
How to request a refund or cancellation
- Email us. Send a written request to [email protected] with the subject “Refund Request” or “Cancellation Notice”.
- Include the basics. Your account or company name, the engagement reference (SoW number / project name), the invoice number, and a short explanation of what you’d like resolved.
- Acknowledgement. We aim to acknowledge every refund or cancellation request within two (2) business days.
- Review & outcome. Most requests are reviewed and resolved within ten (10) business days, depending on engagement complexity. We’ll write back with a clear decision and, where applicable, the refund amount and timeline.
How approved refunds are processed
- Approved refunds are returned via the original payment method wherever possible.
- For card payments, expect the refund to land within five to ten (5–10) business days of approval, depending on your bank.
- For bank transfers, refunds typically clear within three to seven (3–7) business days.
- Bank fees, payment-processor fees, and currency-conversion losses on the original transaction are not refundable; the refunded amount is the net we received.
- If the original payment route is no longer available, we will agree an alternative method with you in writing before sending the refund.
Chargebacks & disputes
If you believe an invoice or charge is wrong, please email us first — we will almost always resolve it faster than a chargeback can. Initiating a chargeback before contacting us may pause work on your account while the dispute is open and may result in administration fees and recovery of any deliverables released. We respond fully to every dispute received from a payment processor with the relevant SoW, deliverables, and correspondence.
Pauses & rescheduling
- Retainer pauses. Where helpful (seasonality, supply issues, internal restructures), we can pause a retainer for up to two (2) consecutive calendar months in any twelve-month period, by mutual agreement. Pauses are confirmed by email.
- Project pauses. Project work can be paused for up to thirty (30) days at no extra cost. Beyond that, a re-mobilisation fee may apply to cover scheduling, re-access, and re-onboarding.
- Consulting reschedule. Calls can be rescheduled up to twenty-four (24) hours in advance at no charge. Inside 24 hours, we reserve the right to charge the full session fee.
Changes to this Policy
We may update this Policy from time to time. The “Effective” date at the top of the page reflects the most recent revision. Any change applies to engagements started after the change is published; engagements already in progress continue under the version of this Policy that was in force when they began, unless we agree otherwise in writing.
Contact
Questions about a refund, cancellation, or pause? Reach our billing team:
- Email — [email protected] (subject: “Refund Request” or “Cancellation Notice”)
- Phone — +880 1303 966686