Refund & Cancellation Policy

At Staunch Digital Marketing Ltd., we are committed to delivering high-quality digital marketing, SEO, SaaS development, and web design services to our clients. We understand that circumstances may change, and we have established the following Refund and Cancellation Policy to ensure clarity and fairness for all parties.

By engaging our services, you acknowledge that you have read, understood, and agree to the terms of this policy.

1. No Refunds Once Work Begins

Due to the nature of our digital services, all fees paid for services are non-refundable once work has commenced. Work is considered to have commenced when any of the following activities have begun:

• Research, strategy development, or planning related to your project.
• Design work, wireframing, or prototyping.
• Content creation, copywriting, or keyword research.
• Development, coding, or technical implementation.
• Account setup, configuration, or campaign launch.
• Any other activity directly related to the delivery of the agreed-upon services.

This policy reflects the significant time, expertise, and resources that are invested from the moment a project begins.

2. Deposits and Upfront Payments

Most projects require a deposit or upfront payment before work commences. Deposits are non-refundable and serve to secure your position in our project schedule and cover initial planning and setup costs. The specific deposit amount will be outlined in your service agreement or statement of work (SOW).

3. Cancellation by Client

If you wish to cancel a project or ongoing service, the following terms apply:

Before Work Begins: If you cancel before any work has commenced, we will issue a full refund of any payments made, minus any non-refundable deposit specified in your service agreement.

After Work Begins: No refunds will be issued for any portion of work already completed or in progress. You will be invoiced for all work completed up to the date of cancellation.

Recurring/Monthly Services: For ongoing monthly services (such as SEO retainers, maintenance contracts, or managed marketing campaigns), cancellation must be submitted in writing at least 15 days before the next billing cycle. No refunds will be issued for the current billing period. Services will continue until the end of the current paid period.

4. Cancellation by Us

Staunch Digital Marketing Ltd. reserves the right to cancel or terminate services at any time if:

• The client fails to provide necessary information, content, or approvals within agreed-upon timeframes, causing unreasonable delays.
• The client violates the Terms and Conditions or any applicable service agreement.
• Payment obligations remain outstanding beyond 30 days despite written notice.
• The project scope involves activities that are unethical, illegal, or contrary to our company values.

In the event of cancellation by us due to reasons not attributable to the client, we will provide a pro-rated refund for any prepaid services not yet delivered.

5. Scope Changes and Additional Fees

If you request changes to the originally agreed scope of work after the project has commenced, additional fees may apply. We will provide a written estimate for any scope changes before proceeding. Approval of scope changes and associated fees must be provided in writing.

6. Dissatisfaction and Dispute Resolution

Client satisfaction is important to us. If you are dissatisfied with any aspect of our services:

• Please contact us in writing at [email protected] as soon as possible with specific details of your concerns.
• We will review your feedback and make reasonable efforts to address and resolve the issue.
• If the matter cannot be resolved through direct communication, both parties agree to seek resolution through mediation before pursuing any legal remedies.

Please note that dissatisfaction with results does not entitle the client to a refund, as digital marketing outcomes are influenced by many factors beyond our control, including market conditions, competition, algorithm changes, and client-side implementation.

7. Service-Specific Terms

Website Design and Development: Website projects are typically delivered in milestones. Payment is required at each milestone as outlined in the SOW. Completed milestones are non-refundable.

SEO Services: SEO is a long-term strategy. Results take time and are not guaranteed. Monthly SEO service fees are non-refundable for the current billing period.

SaaS Development: Custom SaaS projects involve significant upfront planning and development. Cancellation after the discovery and planning phase will not entitle the client to a refund for completed phases.

Maintenance Contracts: Monthly website maintenance contracts at $100 CAD/month require 15 days written notice for cancellation.

8. Force Majeure

Neither party shall be held responsible for delays or failure to perform due to circumstances beyond their reasonable control, including natural disasters, pandemics, government actions, or internet outages.

9. Contact Us

If you have any questions about this Refund and Cancellation Policy, please contact us:

Staunch Digital Marketing Ltd.
Calgary, Alberta, Canada
Email: [email protected]