Refund and Cancellation Policy 

1. Refund Policy

1.1 Non-Refundable Fees

• Any consultation fees, initial setup fees, or custom strategy development fees are non-refundable, as these services require significant time, resources, and expertise.

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1.2 Refund Eligibility for Ongoing Services

Refunds for ongoing services such as digital marketing, branding, or lead management are evaluated on a case-by-case basis and subject to the following conditions:

• Prepaid Retainer Fees: Refund requests for unused portions of prepaid retainer fees are considered if the client provides written notice of cancellation at least 15 business days before the next billing cycle.

• Campaign Management Fees: If campaign execution has not begun, a partial refund may be granted minus any administrative costs and time invested in planning.

• Design and Content Fees: Design work, content creation, and branding deliverables are eligible for a refund only if the work has not been started or substantial progress has not been made. Refunds for partially completed work will be prorated based on the percentage of work delivered.

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1.3 Refunds for Paid Advertising Campaigns

• Ad Spend: Any amount paid directly to third-party platforms (such as Facebook, Instagram, or Google Ads) is non-refundable, as these funds are beyond our control.

• Optimization and Management Fees: Refunds for our management fees are only applicable if a technical error on our part prevents the campaign from launching or significantly impacts performance.

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1.4 Specific Deliverables and Custom Packages

• Refunds for bundled service packages or custom offers will be considered based on the stage of project completion. Work already delivered will be deducted from the refundable amount at standard rates for individual services.

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2. Cancellation Policy

2.1 Cancellation of Services by Client

• Notice Requirement: Clients must provide a written notice of cancellation with a minimum of 15 business days for ongoing services.

• Partial Completion: Any services already rendered will be invoiced at standard rates or deducted from any advance payments.

• Content and Deliverables: If the client terminates before project completion, ownership of partially completed content will not be transferred unless additional payment is made.

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2.2 Cancellation of Project-Based Work

For project-based agreements such as branding or full marketing campaigns:

• Before Work Begins: Clients may cancel with a full refund minus any consultation or strategy planning fees.

• After Work Commencement: Refunds will be calculated based on the percentage of work completed.

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3. Cancellation of Lead Management and Sales Support

• No Refunds for Closed Sales: Fees based on closed property sales (such as the 1.5% of property value) are non-refundable once the transaction is complete.

• Ongoing Support: Cancellation requests for ongoing lead management or sales support must be made at least 15 business days in advance.

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4. Force Majeure Events

In the event of delays or cancellations due to force majeure (natural disasters, government actions, pandemics, etc.), refunds will be considered based on the specific circumstances and in compliance with contractual obligations.

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5. Performance-Based Limitations

• No Guarantee of Results: Reached does not guarantee specific outcomes such as sales, leads, or conversions. Refunds will not be provided based on dissatisfaction with performance outcomes beyond our control.

• Technical Errors and Misrepresentation: Refunds may be granted if technical errors attributable to Reached significantly impair campaign performance or if services are misrepresented.

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6. Refund Processing

• Timeframe: Approved refunds will be processed within 15 business days of confirmation.

• Payment Method: Refunds will be issued using the original payment method unless otherwise agreed.

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7. Dispute Resolution

In case of disputes regarding refunds or cancellations, both parties agree to resolve the matter amicably. If resolution cannot be achieved, the terms of the service agreement’s dispute resolution clause will apply.

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8. Changes to This Policy

Reached reserves the right to update or modify this policy at any time. Clients will be notified of any significant changes, and continued use of our services constitutes acceptance of the revised terms.

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By engaging with Reached, clients acknowledge that marketing outcomes are subject to numerous variables. This policy is designed to protect both our clients and our business while ensuring clarity and fairness.