Refund Policy

1. General Policy

Due to the nature of professional digital marketing services — which involve significant time, expertise, research, strategy development, and labor from our team — all fees paid to Diffuse Digital Marketing LLC are generally non-refundable once work has commenced.

We invest substantial resources into each client engagement from day one, including account audits, strategic planning, campaign architecture, and content development. These activities represent real costs that cannot be recovered once performed.

2. Monthly Retainer Fees

Monthly retainer fees cover a defined scope of ongoing services for the billing period. The following terms apply:

• No Refund After Work Commencement: Once the Company has begun performing services for a billing period, the retainer fee for that period is non-refundable, regardless of whether the Client chooses to terminate the engagement.
• Pre-Commencement Cancellation: If a Client cancels a retainer engagement before any work has commenced for the upcoming billing period and provides written notice at least seven (7) business days before the next billing date, the Company will refund the prepaid fee for that period in full.
• Prorated Refunds: The Company does not issue prorated refunds for partial months of service. Clients may terminate with thirty (30) days notice as outlined in the Terms and Conditions.

3. Project-Based and One-Time Fees

For project-based engagements (such as brand identity packages, website audits, or one-time strategy engagements):

• Deposit Fees: Initial deposits (typically 50% of the project fee) are non-refundable once a project has been scoped, scheduled, and initiated, as they cover planning, discovery, and resource allocation.
• Milestone Payments: Payments made upon completion of project milestones are non-refundable once the milestone deliverable has been delivered to the Client.
• Cancellation Before Work Begins: If a Client cancels a project engagement before any work has commenced, the Company will refund the full deposit within fifteen (15) business days, less any administrative fees incurred.

4. Advertising Spend

Advertising spend (media budget) paid to third-party platforms such as Google, Meta, or other advertising networks is managed by the Company on the Client's behalf but is not retained by the Company. Therefore:

• The Company cannot issue refunds for advertising spend already deployed to third-party platforms
• Unspent advertising budget held in third-party platform accounts remains the property of the Client and is accessible directly through those platforms
• The Company is not responsible for refunds, credits, or adjustments issued by third-party advertising platforms, though we will assist Clients in requesting such adjustments where applicable

5. Exceptions and Discretionary Refunds

The Company may, at its sole discretion, consider refund requests in the following exceptional circumstances:

• Material Breach by the Company: If the Company fails to deliver agreed services due to circumstances within its control and fails to remedy such breach within fourteen (14) days of written notice, the Client may be entitled to a partial or full refund for undelivered services.
• Billing Errors: In the event of a documented billing error (e.g., duplicate charge or incorrect invoice amount), the Company will promptly investigate and issue a correction or refund as appropriate.
• Force Majeure: In cases where services cannot be delivered due to extraordinary circumstances beyond either party's control, the Company will work with the Client to either reschedule services or issue an appropriate credit.

6. How to Request a Refund

To submit a refund request, please contact us in writing with the following information:

• Your full name and company name
• The service engagement in question and invoice number(s)
• The specific reason for the refund request
• Supporting documentation where applicable

All refund requests must be submitted within thirty (30) days of the relevant charge. The Company will acknowledge receipt of your request within two (2) business days and provide a resolution within ten (10) business days.

7. Refund Processing

Approved refunds will be processed to the original payment method within seven (7) to fifteen (15) business days of approval. The Company is not responsible for delays caused by financial institutions or payment processors. Refunds will be issued in U.S. Dollars in the full amount approved, without deduction for currency conversion fees.

8. Chargebacks

We encourage Clients to contact us directly to resolve any billing concerns before initiating a chargeback with their financial institution. Unwarranted chargebacks may result in suspension of services and may be disputed by the Company with documentation of services rendered. The Company reserves the right to recover costs associated with responding to unwarranted chargebacks.

9. Changes to This Policy

The Company reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. The policy in effect at the time of your payment will govern refund requests related to that payment.

10. Contact Us

For refund requests or questions about this policy, please contact: