Effective Date: December 2, 2025
Last Updated: December 2, 2025
1. Introduction
This Refund & Cancellation Policy (“Policy”) outlines the terms under which Nextenco (“we”, “us”, “our”) processes refunds and cancellations for our digital marketing, public relations, and consulting services. This Policy supplements our Terms & Conditions and should be read in conjunction with them.
We are committed to customer satisfaction while maintaining fair business practices. All refund and cancellation requests are evaluated according to the terms below.
2. General Refund Principles
2.1 Nature of Services
Our services are professional digital services that involve time, expertise, and resources. Once work has commenced or been delivered, the value has been provided and cannot be “returned” like a physical product.
2.2 Quality Commitment
We are committed to delivering high-quality services. If you are unsatisfied with our work, we encourage you to contact us first so we can address your concerns through revisions or adjustments before requesting a refund.
2.3 Refund Assessment
All refund requests are reviewed individually based on:
- Stage of project completion
- Amount of work delivered
- Reason for dissatisfaction
- Good faith efforts to resolve issues
- Terms of your specific service agreement
2.4 Processing Time
Approved refunds are processed within 10-14 business days. Refunds are issued to the original payment method. Your financial institution may require additional time to post the credit.
3. One-Time Project Refunds
3.1 Deposit Refunds
Before Work Commences (Rare Circumstances):
- Refunds may be considered if work has not yet started
- Subject to 15% administrative fee
- Must be requested within 48 hours of payment
- Does not apply if project kick-off meeting has occurred
After Work Commences:
- Project deposits are non-refundable once work begins
- “Work begins” includes initial consultation, research, strategy development, or any deliverable creation
- You remain entitled to receive work completed up to cancellation point
3.2 Partial Project Refunds
If you cancel mid-project:
- You pay for work completed to date at our standard hourly rate
- You receive deliverables completed at the time of cancellation
- Final payment is calculated: (Total Fee) – (Deposit) – (Completed Work Value)
- If completed work value exceeds remaining balance, additional payment may be required
- Refund of any excess is processed within 14 business days
Example Calculation:
- Project Fee: $5,000
- Deposit Paid: $2,500 (50%)
- Work Completed: 40% of project
- Completed Work Value: $2,000
- You receive refund of: $2,500 (final payment not yet paid)
- Or if final payment was made: Refund of $500 ($5,000 total – $2,500 deposit – $2,000 completed work)
3.3 Final Payment Refunds
Before Delivery:
- Final payment is refundable if deliverables have not been provided
After Delivery:
- No refunds once final deliverables are delivered and approved
- If you are dissatisfied, we offer revision rounds as specified in your service agreement (typically 2-3 rounds)
- Refunds may be considered only if we fail to address legitimate concerns through revisions
3.4 Completed Projects
- No refunds for completed and delivered projects
- No refunds for work you’ve approved at any stage
- No refunds based on subjective dissatisfaction after approval
- No refunds for lack of results beyond our control (algorithm changes, market conditions, etc.)
4. Subscription and Retainer Refunds
4.1 First Payment Satisfaction Guarantee
14-Day Money-Back Guarantee:
- Available for NEW subscription or retainer clients only
- Request refund within 14 days of first payment
- Must provide specific feedback about why service doesn’t meet needs
- Does not apply to renewals or existing clients upgrading services
- Limited to one-time use per client
To Qualify:
- Complete onboarding process
- Attend kick-off meeting
- Provide reasonable opportunity to deliver services
- Provide specific, actionable feedback
Not Available If:
- You fail to provide requested information or access
- You don’t participate in scheduled meetings
- You request refund without engaging with service
- You violate Terms & Conditions
4.2 Ongoing Monthly Payments
Current Month:
- No refunds for current billing period once payment is processed
- Services are provided throughout the billing period
- You retain access to services through the end of paid period
Future Months:
- Cancel anytime to stop future billing
- No charges for future months after cancellation
- No refunds for previous months’ payments
4.3 Multi-Month Prepayment
If you prepay for multiple months:
- Refunds calculated on pro-rata basis for unused months
- Current month is non-refundable
- Completed months are non-refundable
- Subject to 10% administrative fee on refunded amount
- Must be cancelled in accordance with cancellation terms below
Example:
- 6-month plan: $3,000 ($500/month)
- Cancelled after 2 months
- Refund: (4 months × $500) – 10% fee = $1,800
4.4 Annual Subscriptions
Within 30 Days:
- Pro-rata refund for unused months available
- Subject to 15% administrative fee
- Must not have violated Terms & Conditions
After 30 Days:
- No refunds for annual subscriptions
- Service continues through end of annual term
- You may cancel renewal for next year at any time
5. Service-Specific Refund Terms
5.1 SEO Services
No Refunds Based On:
- Ranking fluctuations (search algorithms change constantly)
- Time required to see results (SEO takes 3-6 months typically)
- Competitive market conditions
- Client website technical issues
- Search engine penalties from previous providers
Refunds May Be Considered For:
- Failure to deliver agreed-upon deliverables (content, technical audits, reports)
- Gross negligence or failure to perform agreed work
- Violation of our service commitments
5.2 Social Media Management
No Refunds Based On:
- Follower growth rates
- Engagement metrics (likes, comments, shares)
- Platform algorithm changes
- Content performance (some posts perform better than others)
- Ad campaign results (unless we guarantee specific metrics in writing)
Refunds May Be Considered For:
- Failure to publish agreed number of posts
- Missed deadlines without valid reason
- Failure to provide agreed reporting
5.3 PPC Advertising Management
Ad Spend vs. Management Fees:
- Ad spend paid to platforms (Google, Facebook, etc.) is non-refundable
- Our management fees are separate and subject to this policy
- Management fees are non-refundable for time period services were provided
No Refunds Based On:
- Ad performance metrics (CTR, conversion rates, etc.)
- Platform policy changes or ad disapprovals
- Market competition or cost-per-click increases
- Quality score fluctuations
Refunds May Be Considered For:
- Failure to set up or manage campaigns as agreed
- Proven negligence in campaign management
- Billing errors (corrected promptly)
5.4 Content Creation
No Refunds For:
- Completed and delivered content
- Content you’ve published or used
- Subjective style preferences after approval
- Minor revisions beyond agreed revision rounds
Refunds May Be Considered For:
- Plagiarized content (we guarantee original work)
- Failure to deliver agreed number of pieces
- Substantial deviation from approved brief without justification
5.5 Public Relations Services
No Refunds Based On:
- Media placement results (we cannot guarantee coverage)
- Journalist responses or interest
- News cycle or timing factors
- Competitive landscape
Refunds May Be Considered For:
- Failure to execute agreed PR activities
- Not delivering promised deliverables (press releases, media lists, etc.)
- Breach of confidentiality or professional standards
5.6 Consulting and Strategy Services
No Refunds For:
- Delivered strategy documents or recommendations
- Completed consultation sessions
- Advice or insights provided
- Your decision not to implement recommendations
Refunds May Be Considered For:
- Cancelled sessions due to our unavailability (full refund for that session)
- Failure to provide agreed deliverables
- Substantial errors in analysis (subject to correction opportunity first)
6. Non-Refundable Items and Services
The following are strictly non-refundable under all circumstances:
6.1 Third-Party Costs
- Advertising spend (Google Ads, Facebook Ads, etc.)
- Software subscriptions purchased for your project
- Stock photos, fonts, or media licenses
- Domain registrations and hosting
- External contractor fees
- Tools and platform fees
6.2 Delivered Services
- Completed consultation sessions
- Delivered reports and documents
- Published content or campaigns
- Completed training sessions
- Work you’ve approved at any stage
- Access to proprietary tools or resources
6.3 Time-Based Services
- Hours worked on your project
- Team member time allocated
- Meeting and planning time
- Research and analysis completed
- Communication and coordination time
6.4 Administrative Costs
- Onboarding and setup
- Account configuration
- Initial consultations and discovery
- Contract preparation
- Payment processing fees
7. Cancellation Terms
7.1 How to Cancel
Required Method:
- Submit written cancellation notice via email to: [email protected]
- Include: Your name, company name, service description, account email, reason for cancellation
- Cancellations are not effective until confirmed by our team
Not Accepted:
- Verbal cancellations
- Social media messages
- Cancellation through third-party platforms
- Stopping payment without notice (may result in collection efforts)
7.2 Cancellation Notice Periods
One-Time Projects:
- May cancel anytime with written notice
- Responsible for payment of work completed to date
- No minimum notice period, but immediate cancellation may limit our ability to provide deliverables in organized manner
Monthly Subscriptions/Retainers:
- Requires 30 days’ written notice
- Must cancel before renewal date to avoid next month’s charge
- If cancelled mid-month, service continues through end of paid period
Annual Commitments:
- Requires 60 days’ written notice
- Early termination may incur early termination fee (see below)
- Service continues through paid period
Quarterly Contracts:
- Requires 30 days’ written notice
- Must complete current quarter payment obligation
- Early termination fee may apply
7.3 Immediate Cancellation (Our Right)
We reserve the right to cancel services immediately without refund if you:
- Violate our Terms & Conditions or Acceptable Use Policy
- Engage in fraudulent activity
- Abuse or harass our team members
- Fail to make required payments
- Provide false information
- Use services for illegal purposes
- Repeatedly violate platform policies (risking our agency accounts)
7.4 Early Termination Fees
Annual Contracts:
- Cancelled within first 6 months: 50% of remaining contract value
- Cancelled after 6 months: 25% of remaining contract value
- Waived in cases of service failure on our part
Quarterly Contracts:
- Early termination fee: 30% of remaining quarter value
Custom Agreements:
- As specified in your service agreement
7.5 Effect of Cancellation
Upon cancellation:
- Billing stops according to notice period
- You receive deliverables completed to date
- Access to our systems and tools terminates at end of paid period
- You must remove us from connected accounts and platforms
- Outstanding invoices remain due
- You may not use our branding, methods, or proprietary processes
- Confidentiality obligations continue
8. Refund Request Process
8.1 How to Request a Refund
Step 1: Contact Us First Before requesting a refund, contact us to discuss your concerns:
- Email: [email protected]
- We’ll work to address issues through revisions, adjustments, or solutions
Step 2: Submit Formal Request If issues cannot be resolved:
- Email: [email protected]
- Subject: “Refund Request – [Your Name/Company]”
- Include:
- Your contact information
- Invoice or transaction number
- Service description
- Detailed reason for refund request
- Documentation supporting your claim
- Date of service/payment
- Preferred resolution
Step 3: Review Process
- We’ll acknowledge your request within 2 business days
- Review typically takes 5-7 business days
- We may request additional information or documentation
- Complex cases may require up to 14 days for review
Step 4: Decision Notification
- You’ll receive written decision via email
- If approved: Refund processing timeline provided
- If denied: Explanation of decision and alternatives offered
- Appeal process available if you disagree
8.2 Information Required
To process your refund request efficiently, provide:
- Proof of payment
- Service agreement or invoice
- Communication history regarding issues
- Specific deliverables in question
- Evidence of attempted resolution
- Timeline of events
8.3 Refund Decision Factors
We consider:
- Whether work was delivered as specified
- Whether you participated in good faith (provided information, attended meetings)
- Whether revision opportunities were utilized
- Whether issues were communicated timely
- Whether problems stemmed from our performance or external factors
- Stage of project completion
- Industry standards and best practices
- Your service agreement terms
9. Dispute Resolution
9.1 Internal Review
If you disagree with a refund decision:
- Request escalation to management: [email protected]
- Provide additional documentation supporting your position
- Second review completed within 7 business days
9.2 Good Faith Negotiation
Both parties agree to negotiate in good faith to reach mutually acceptable resolution.
9.3 Mediation
If internal review doesn’t resolve the dispute, we agree to mediation before pursuing legal action.
9.4 Chargeback Advisory
We encourage you to work with us directly rather than initiating chargebacks:
- Chargebacks may incur chargeback fees added to your account
- We provide compelling evidence to payment processors
- May affect future business relationship
- May be reported to credit agencies if warranted
- We’ll still work toward resolution even during chargeback process
10. Payment Processor Policies
10.1 Stripe Disputes
If you initiated a dispute through Stripe:
- We’ll respond with evidence to Stripe
- Stripe makes final determination based on their policies
- We’ll continue working with you toward resolution
10.2 Wise Disputes
Wise transfer disputes are handled according to Wise’s dispute resolution policies.
10.3 Credit Card Disputes
If you dispute charges with your credit card company:
- We’ll provide transaction documentation
- May result in suspension of services during investigation
- You’re encouraged to resolve directly with us first
11. Exceptions and Special Circumstances
11.1 Technical Failures
If service delivery fails due to our technical issues:
- Full or partial refund for affected period
- Or credit toward future services at your choice
11.2 Force Majeure
No refunds for delays or non-performance due to events beyond reasonable control (natural disasters, pandemics, wars, etc.). We’ll work to resume services as soon as reasonably possible.
11.3 Billing Errors
We correct genuine billing errors immediately:
- Overcharges: Full refund of excess within 5 business days
- Duplicate charges: Immediate refund
- Incorrect pricing: Adjustment to correct price
11.4 Service Downgrade Refunds
If you downgrade subscription mid-period:
- No refunds for price difference in current period
- New rate applies to next billing cycle
- You retain higher-tier features through current paid period
11.5 Discretionary Refunds
We reserve the right to offer refunds outside these policies:
- As goodwill gestures
- For unique circumstances
- To maintain positive client relationships
Such discretionary refunds do not set precedent or modify this policy.
12. Consumer Protection Rights
12.1 Statutory Rights
This policy does not affect your statutory rights under applicable consumer protection laws in your jurisdiction.
12.2 European Union
EU consumers have additional rights under EU Consumer Rights Directive:
- 14-day cooling-off period for certain services
- Right to cancel distance contracts
- This may supersede certain provisions of this policy
12.3 Australia
Australian consumers have rights under Australian Consumer Law that cannot be excluded, including guarantees regarding service quality.
12.4 Other Jurisdictions
Consumers in other jurisdictions may have rights that supersede this policy. Contact us to understand how your local laws apply.
13. Subscription Management
13.1 Pausing Subscriptions
Some subscription services may be paused:
- Available for monthly retainers only (not annual commitments)
- Minimum 1 month, maximum 3 months
- No charges during pause period
- Resume with 7 days’ notice
- Limited to once per 12-month period
13.2 Upgrading Subscriptions
- Takes effect immediately
- Pro-rated charge for remainder of current billing period
- New rate applies to next full billing cycle
13.3 Auto-Renewal
- Subscriptions auto-renew unless cancelled
- Renewal notice sent 7 days before renewal date
- Cancel before renewal date to avoid next charge
- No refunds for auto-renewals you forgot to cancel
14. Credits and Alternative Remedies
In lieu of refunds, we may offer:
14.1 Service Credits
- Credit toward future services
- Valid for 12 months from issue date
- Non-transferable
- Cannot be combined with other offers
14.2 Free Revision Rounds
- Additional revision opportunities beyond standard allowance
- To address specific concerns
14.3 Complimentary Services
- Additional services at no charge
- To compensate for issues or delays
14.4 Extended Service Period
- Extra days/weeks of service without additional charge
15. Policy Updates
15.1 Changes
We may update this policy periodically. Changes effective upon posting unless otherwise specified.
15.2 Notification
Material changes communicated via:
- Email to registered address
- Website notice
- Updated “Last Updated” date
15.3 Existing Agreements
Policy changes generally apply to new purchases. Existing agreements governed by policy in effect at time of purchase unless we notify you otherwise.
16. Contact Information
16.1 Refund Requests
- Email: [email protected]
- Response time: 2 business days
16.2 Cancellations
- Email: [email protected]
- Response time: 2 business days
16.3 General Questions
- Email: [email protected]
- Phone: +1 201 388 3509
- Hours: Monday-Friday, 9 AM – 5 PM [Your Timezone]
16.4 Disputes
- Email: [email protected]
- Escalated reviews: [email protected]
16.5 Mailing Address
Nextenco
Nextenco LLC, 30 N Gould St. Ste R Sheridan, Wyoming 82801
17. Acknowledgment
BY PURCHASING OUR SERVICES, YOU ACKNOWLEDGE THAT YOU HAVE READ THIS REFUND & CANCELLATION POLICY, UNDERSTAND IT, AND AGREE TO ITS TERMS.
We are committed to fair and transparent refund and cancellation practices. Our goal is to ensure customer satisfaction while maintaining sustainable business operations. If you have any questions or concerns, please don’t hesitate to contact us.
Last Updated: December 2, 2025
Version: 1.0
For the most current version, visit: www.nextenco.com/refund-policy
