Refund Policy

Table of Contents

1. Introduction
2. Definitions
3. Eligibility for Refund
4. Non-Refundable Items
5. Refund Approval Process
6. Refund Process
7. Currency and Payment Methods
8. Exceptional Circumstances
9. Dispute Resolution
10. Service Improvement
11. Legal Compliance
12. Amendments to the Policy
13. Force Majeure
14. Contact Information

1. Introduction

At Advertising Spire, we are committed to providing high-quality digital marketing services to our clients. We understand that there may be instances where a refund is warranted, and we have developed this policy to ensure a fair and transparent process for all parties involved.

2. Definitions

For the purpose of this Refund Policy, the following terms shall have the meanings as defined below:

• “Service” refers to any digital marketing service provided by Advertising Spire, including but not limited to campaigns management, listing setup, product/store launch, account & listing issues resolution, brand design, and listing content writing.
• “Refund” means the return of funds to a customer who has requested reimbursement for a service.
• “Force Majeure” refers to unforeseeable circumstances that prevent someone from fulfilling a contract.
• “Business Days” are defined as Monday through Friday, excluding federal holidays.

3. Eligibility for Refund

3.1 Non-Delivery of Service

• A refund may be claimed in cases where the service is not provided or initiated within the agreed timeframe due to a failure on our part.
• A detailed report of the issue must be submitted within 7 business days from the service due date.

3.2 Service Not as Described

• If our delivered service does not match the description on our website or in our agreement, clients may request modifications or corrections first.
• If corrections do not align the service with the agreed specifications, a refund request may be submitted. Documentation detailing the discrepancy will be required.

3.3 Cancellation of Service

• If a client decides to cancel a service before work has commenced, they may be eligible for a full refund.
• If work has already started, the refund amount will be prorated based on the percentage of work completed or based on the number of days.

4. Non-Refundable Items

The following items are non-refundable:

• Any service that has been completed and delivered.
• Any partial work delivered when the client cancels the project.
• Fees for additional services that were not included in the original agreement.
• Subscription fees for ongoing services will be charged on a recurring basis as per the agreed plan. You may cancel your subscription at any time by contacting us at contact@advertisingspire.com. We’ll refund for any unused portion of the subscription period.

5. Refund Approval Process

5.1 Who Reviews Refund Requests

1. Initial Review: All refund requests are initially reviewed by a member of our Customer Support team within 2 business days of receipt.
2. Secondary Review: If the request meets certain criteria or is of a complex nature, it will be escalated to a Refund Specialist or the Customer Support Manager for a more detailed review.
3. Final Decision: For high-value refunds or cases involving unique circumstances, the final decision may involve input from the relevant Department Head or, in some cases, the company’s senior management.

5.2 Criteria for Refund Approval

When reviewing refund requests, we consider the following criteria:

1. Eligibility: Whether the request falls within the eligible reasons for refunds as outlined in our policy.
2. Timeframe: Whether the request was submitted within the specified timeframe for the type of refund being requested.
3. Service Usage: The extent to which our services have been used or delivered at the time of the refund request.
4. Communication History: Any prior communication between the client and our team regarding the issue, including attempts to resolve the problem.
5. Documentation: The completeness and accuracy of any required documentation or evidence supporting the refund request.
6. Contract Terms: Any specific terms or conditions agreed upon in the service contract that may affect the refund eligibility.
7. Service Performance: In cases where the service quality is disputed, we review our internal metrics and any available data to assess our performance.
8. Client History: The client’s history with our company, including past refund requests, may be considered, although this is not a primary factor.

5.3 Approval or Denial Process

1. If a refund request is approved, we will communicate the decision to the client along with details about when and how the refund will be processed.
2. If a refund request is denied, we will provide a clear explanation of the reasons for the denial. We will also offer information about any alternative solutions or next steps available to the client.
3. In some cases, we may offer partial refunds, service credits, or other forms of compensation as an alternative to a full refund.

We strive to complete the entire review process and communicate our decision within 10 business days of receiving a refund request.

6. Refund Process

To request a refund:

1. Contact our support team at contact@advertisingspire.com with your order details and the reason for your request.
2. Once we receive your request, we will notify you of the status of your refund after inspecting the details.
3. If your refund is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain number of days, depending on your card issuer’s policies.

7. Currency and Payment Methods

1. We accept payments and process refunds in USD (United States Dollars), GBP (British Pounds), and EUR (Euros).
2. Refunds will be issued in the same currency in which the original payment was made.
3. The refund will be processed using the same payment method used for the original transaction whenever possible. If this is not possible, we will contact you to arrange an alternative refund method.
4. Please note that for international transactions, your bank may apply its own currency conversion rate and additional fees, which are beyond our control and not covered by our refund.
5. In cases where exchange rates have fluctuated significantly between the time of purchase and the time of refund, we reserve the right to adjust the refund amount to reflect these changes.

8. Exceptional Circumstances

• In exceptional circumstances where we are unable to deliver the agreed-upon services due to our own fault, a partial or full refund may be issued at our discretion.
• For our standard monthly services, requests for refunds must be submitted in writing to contact@advertisingspire.com within 30 days of the service date.
• For projects or services extending beyond one month, refund requests must be submitted within 30 days of the end of the service period or within 60 days of the start of service, whichever is later.
• We will review and respond to your request within 10 business days.

9. Dispute Resolution

If you are not satisfied with our services or have concerns about a refund decision, we encourage you to follow these steps:

1. Initial Contact: Please contact us first at contact@advertisingspire.com to discuss your concerns.
2. Formal Complaint: If the issue remains unresolved, submit a formal written complaint to complaints@advertisingspire.com.
3. Internal Review: We will conduct an internal review of your complaint within 10 business days.
4. Proposed Resolution: Following our review, we will provide you with a proposed resolution via email.
5. Mediation: If you are not satisfied with our proposed resolution, we offer the option of mediation through a mutually agreed-upon third-party mediator.
6. Arbitration: If mediation does not resolve the dispute, the next step is binding arbitration, as outlined in our Terms and Conditions.
7. Legal Action: If arbitration does not result in a resolution, you retain the right to pursue legal action, subject to the limitations specified in our Terms and Conditions.

10. Service Improvement

We view refund requests and customer feedback as valuable opportunities for improvement. Here’s how we use this information:

1. All refund requests and associated feedback are carefully reviewed by our Quality Assurance team.
2. We analyze patterns in refund requests to identify any recurring issues or areas for improvement in our services.
3. Customer feedback, including that received during the refund process, is used to inform our staff training programs and service development initiatives.
4. We may reach out to customers who have requested refunds for additional insights, which helps us better understand and address any shortcomings in our service delivery.

11. Legal Compliance

Advertising Spire is committed to complying with all applicable local, state, and international consumer protection laws. This Refund Policy is designed to be in accordance with these laws, including but not limited to:

1. The Consumer Rights Act 2015 (UK)
2. The EU Consumer Rights Directive
3. Various state and federal consumer protection laws in the United States

We acknowledge that consumer protection laws may vary depending on your location. If any part of this Refund Policy conflicts with the applicable laws in your jurisdiction, those laws will take precedence.

12. Amendments to the Policy

We reserve the right to modify this Refund Policy at any time. If we make material changes to this policy, we will notify you by:

1. Posting a notice on our website’s homepage for 30 days following the change.
2. Sending an email to the address associated with your account (if you have provided one).
3. Providing a notification when you next log in to our service.

The revised policy will be effective immediately for new customers and 30 days after posting for existing customers.

13. Force Majeure

In cases where our ability to deliver services is prevented or delayed due to events beyond our reasonable control (Force Majeure), the following will apply to refunds:

1. If the Force Majeure event prevents us from delivering any services, we will offer a full refund for the affected services.
2. If the Force Majeure event delays or partially affects our service delivery, we will offer either: a) A partial refund proportionate to the impact on our services, or b) Service credits that can be used for future services.
3. Force Majeure events may include, but are not limited to, natural disasters, acts of war or terrorism, riots, labor disputes, widespread internet or power outages, and government actions or orders.
4. We will notify affected customers as soon as possible if a Force Majeure event impacts our ability to deliver services.
5. Refund requests related to Force Majeure events must be submitted within 30 days of the event’s end or our notification, whichever is later.

14. Contact Information

If you have any questions about our Refund Policy, please contact us:

Advertising Spire Email: contact@advertisingspire.com

By using our services, you acknowledge that you have read and understood this Refund Policy and agree to its terms.