Refund and Cancellation Policy

Effective Date: October 11, 2025
Last Updated: October 11, 2025

1. Overview

This Refund and Cancellation Policy applies to all services provided by Bektech Digital (“we,” “us,” “our,” or “Bektech”). We are committed to client satisfaction while maintaining fair business practices.

Important: Digital marketing services are intangible services that involve time, expertise, and resources. Once work begins, those resources cannot be reclaimed. This policy reflects the nature of our services while providing fair options for our clients.

2. General Refund Policy

2.1 Non-Refundable Items

The following are generally non-refundable:

Time spent on consultation, strategy development, and planning
Work that has been completed or delivered
Third-party costs incurred on client’s behalf (advertising spend, tools, licenses, hosting, domains)
Custom creative work that has been approved by client
Monthly retainer fees for the current billing period after services have commenced

2.2 Refund Eligibility

Refunds may be considered in the following circumstances:

We fail to deliver services as agreed in the service agreement
Services are cancelled before work begins (subject to cancellation fees)
A material breach of contract by Bektech Digital
Services are cancelled within the applicable cooling-off period (see Section 4)

3. Service-Specific Refund Terms

3.1 Web Design and Development Projects

Before Work Begins

Within 7 days of contract signing: Full refund minus 10% administrative fee
After 7 days but before work begins: 80% refund (20% cancellation fee)

After Work Begins

During planning/strategy phase: Refund of remaining balance minus hours worked at standard hourly rate
After design approval: No refund for approved design work; refund available only for uncompleted phases
During development phase: No refund for completed development work; prorated refund for uncompleted milestones
After final delivery: No refunds; support period applies as per agreement

Milestone-Based Refunds

For projects with defined milestones:

Completed milestones are non-refundable
Client may receive refund for uncompleted milestones only
Each milestone payment becomes non-refundable upon milestone approval

3.2 SEO Services

One-Time SEO Projects

Before audit/analysis begins: Full refund minus 15% administrative fee if cancelled within 7 days
After audit delivered: No refund for completed audit; refund available for undelivered services only
After implementation begins: No refunds; payment covers work performed

Monthly SEO Retainers

First month: Refund available if cancelled within first 7 days, minus setup costs and work performed
Subsequent months: Current month is non-refundable once services begin; cancellation applies to future months only
Annual contracts: See Section 3.7 for contract-specific terms

SEO Performance Disclaimer

Important: We do not guarantee specific rankings, traffic numbers, or timeframes for SEO results. Refunds are not provided based on ranking or traffic outcomes, as these depend on many factors outside our control, including:

Search engine algorithm changes
Competitor activities
Client’s industry and market conditions
Quality and age of client’s domain
Client’s website technical infrastructure

3.3 PPC Management Services

Setup and Management Fees

Setup fee: Non-refundable once campaign setup begins
Monthly management fee: Non-refundable for current month once services begin
Ad spend budget: Client’s advertising budget is paid directly to platforms (Google, Facebook, etc.) and is non-refundable by Bektech

Cancellation Terms

30 days’ written notice required
Client remains responsible for current month’s management fee
Campaign access transferred to client upon request
Final reporting provided within 14 days of termination

Performance Disclaimer

We do not guarantee specific click-through rates, conversion rates, or return on ad spend. Refunds are not provided based on campaign performance metrics.

3.4 Social Media Marketing Services

Monthly Management Packages

First month: Refund available if cancelled within first 7 days, minus content already created and posted
Current month: Non-refundable once content creation begins
Cancellation: 30 days’ written notice required; billed through notice period

Content Creation

Custom content (graphics, videos, copy) is non-refundable once created
Unused content from cancelled contracts may be provided to client (at our discretion)
Scheduled but unposted content may be deducted from final invoice if project cancelled

3.5 Performance Marketing Campaigns

Campaign setup: Non-refundable once strategy and planning begin
Monthly fees: Non-refundable for current billing period
Media buying costs: Third-party advertising costs are non-refundable
Cancellation: 30 days’ notice required

3.6 Consulting and Strategy Services

Consultation fees: Non-refundable once consultation is conducted
Strategy documents: Non-refundable once delivered
Hourly consulting: Billed for time spent; no refunds for completed hours
Pre-paid hours: Unused hours may be refunded if cancelled within 90 days of purchase, minus 20% administrative fee

3.7 Annual and Long-Term Contracts

Contract Commitments

Annual or multi-month contracts typically include discounted pricing
These contracts are binding for the full term
Early termination results in recalculation at standard monthly rates

Early Termination

If client terminates an annual contract early:

Completed months are recalculated at standard monthly rates (not discounted rates)
Client pays difference between discounted rate paid and standard rate for completed months
Remaining contract balance is forfeited
Early termination fee of 25% of remaining contract value may apply

Example:

12-month SEO contract at $1,500/month ($18,000 total, 25% discount from standard $2,000/month rate). Client cancels after 4 months:

Standard rate for 4 months: $8,000
Amount paid for 4 months: $6,000
Additional amount due: $2,000
Early termination fee (25% of remaining 8 months): $3,000
Total due upon cancellation: $5,000

4. Cooling-Off Period (EU/UK Consumer Rights)

4.1 EU Consumer Rights Directive / UK Consumer Contracts Regulations

For clients in the EU/UK who are consumers (not businesses), you have the right to cancel within 14 days of contract formation without giving a reason.

Conditions:

Cooling-off period applies to contracts concluded at a distance (online, phone, email)
Right to cancel begins from contract date
Must notify us in writing within 14 days

If Services Begin During Cooling-Off Period:

You must expressly request that services begin during the 14-day period
If you cancel after services begin, you pay for services provided up to cancellation
Payment calculated proportionately based on work completed

Exceptions to Cooling-Off Period:

Right to cancel does not apply to:

Services fully performed with your prior express consent
Customized services that cannot be used by other clients
Digital content delivered electronically (if you agreed to immediate delivery)

4.2 How to Exercise Right to Cancel

To cancel within cooling-off period, send clear written statement to:

Email: [Your Email Address]
Contact form: https://bektech.net/contact/
Include: Your name, contact information, contract date, services ordered

5. Cancellation Procedures

5.1 How to Cancel Services

Submit written notice: Email us at [Your Email Address] with “CANCELLATION REQUEST” in subject line
Include required information:
- Your name and company name
- Services being cancelled
- Reason for cancellation (optional but appreciated)
- Requested cancellation date
Receive confirmation: We will acknowledge your cancellation request within 2 business days
Final invoice: You will receive a final invoice for work completed and any applicable fees
Transition period: We will provide necessary files, credentials, and information for transition

5.2 Cancellation Notice Periods

One-time projects: Immediate cancellation; fees based on work completed
Monthly retainers: 30 days’ written notice required
Annual contracts: Per contract terms; early termination fees apply
Hourly services: Immediate cancellation; pay for hours worked

5.3 What Happens After Cancellation

Upon cancellation:

All active work stops immediately (or at end of notice period)
Final invoice sent for completed work and any fees due
Access credentials for platforms managed by us will be transferred to you
Final reports and documentation provided within 14 days
Completed deliverables transferred to you upon full payment
Our team will assist with transition for up to 7 days after cancellation (subject to fee)

6. Refund Processing

6.1 Refund Calculation

When refund is approved, we calculate:

Total amount paid by client
Value of work completed (hours worked × hourly rate or milestone value)
Applicable cancellation fees or administrative charges
Third-party costs incurred
Refund amount = Total paid – (Work completed + Fees + Third-party costs)

6.2 Refund Timeline

Refund approval: Within 10 business days of cancellation request
Refund processing: Within 14 business days of approval
Refund receipt: 3-10 business days depending on payment method

6.3 Refund Method

Refunds issued to original payment method when possible
Credit card refunds: 3-10 business days to appear on statement
Bank transfer refunds: 5-10 business days
PayPal refunds: Immediate to 5 business days
Alternative refund methods available if original method unavailable

6.4 Currency and Conversion

Refunds issued in original payment currency
Currency conversion rates may differ from time of payment
Client responsible for any currency conversion fees charged by their bank

7. Non-Refundable Items

7.1 Third-Party Expenses

The following third-party costs are never refundable:

Advertising spend: Money spent on Google Ads, Facebook Ads, etc.
Domain registrations: Domain names purchased on client’s behalf
Hosting fees: Web hosting costs paid to providers
Software licenses: Tools, themes, plugins purchased for your project
Stock content: Stock photos, videos, fonts, graphics
SSL certificates: Security certificates purchased
Third-party services: Any other services purchased from vendors

7.2 Completed Work

Non-refundable once completed:

Approved designs and mockups
Written content (blog posts, copy, scripts)
Created graphics and visual assets
Developed code and functionality
Completed audits and reports
Conducted consultations and meetings
Strategy documents and plans

7.3 Time and Resources

Hours spent in meetings, calls, and communications
Research and competitive analysis
Project management and coordination
Setup and configuration time
Training sessions provided

8. Disputes and Chargebacks

8.1 Dispute Resolution

Before initiating a chargeback, we request that you:

Contact us directly to discuss your concerns
Give us opportunity to resolve the issue (typically 14 days)
Review this Refund Policy and your service agreement
Consider mediation if informal resolution fails

8.2 Chargebacks

If you initiate a chargeback without first contacting us:

We reserve the right to suspend all services immediately
We may pursue legal action to recover costs and damages
We will provide evidence to payment processor showing services were delivered
Frivolous chargebacks may result in termination of business relationship
You may be responsible for chargeback fees and legal costs

8.3 Valid Chargeback Reasons

We recognize chargebacks may be valid for:

Unauthorized charges
Services not delivered as agreed
Billing errors
Duplicate charges

Please contact us first – we can often resolve these issues quickly without chargeback fees affecting both parties.

9. Special Circumstances

9.1 Force Majeure and Service Interruptions

If we cannot deliver services due to circumstances beyond our control (natural disasters, pandemics, war, etc.):

Timelines will be extended accordingly
No refunds for delays caused by force majeure
If delay exceeds 60 days, either party may terminate with prorated refund

9.2 Platform Policy Changes

If third-party platforms (Google, Facebook, etc.) change policies affecting service delivery:

We will notify you of policy changes
We may need to adjust service delivery methods
No refunds for changes in third-party platform policies
You may terminate services with standard cancellation terms

9.3 Client Non-Cooperation

If project delays occur due to client non-responsiveness or lack of required materials:

Projects paused after 14 days of no client response
Projects cancelled after 60 days of no response
No refunds for time elapsed during client delays
All payments for work completed remain due

9.4 Exceptional Circumstances

We may consider refunds outside this policy for:

Serious service failures on our part
Medical emergencies or hardship situations
Mutual agreement to part ways
Other extraordinary circumstances

These are evaluated case-by-case at our sole discretion.

10. Satisfaction Guarantee

10.1 Our Commitment

While we cannot guarantee specific results, we guarantee:

Professional service delivery according to industry standards
Open communication throughout the project
Honest assessment of what can be achieved
Timely delivery per agreed timelines (barring client delays)
Quality work that meets agreed specifications

10.2 If You’re Not Satisfied

If you’re unhappy with our services:

Communicate concerns immediately – don’t wait until project end
Give us opportunity to remedy – we’ll work to address issues
Request project review meeting – we’ll discuss concerns and solutions
Review contract terms – ensure expectations align with agreement
Escalate if needed – contact senior management if issues persist

10.3 What Satisfaction Doesn’t Mean

Our satisfaction commitment does NOT mean:

Unlimited revisions beyond agreed scope
Guaranteed marketing results or rankings
Free additional services or scope changes
Automatic refunds for subjective dissatisfaction
Changes to agreed deliverables without additional cost

11. Monthly Subscription and Retainer Terms

11.1 Recurring Payments

Monthly services bill automatically on same day each month
Payment must be current to continue services
Failed payments result in service suspension after 7 days
Client responsible for updating payment information

11.2 Cancelling Subscriptions

30 days’ written notice required
Cancellation effective at end of current billing period
No refunds for current month already paid
No prorated refunds for partial months

11.3 Service Changes

Downgrades effective at next billing cycle
Upgrades effective immediately with prorated billing
Package changes require written confirmation

12. Project Abandonment

12.1 Client Abandonment

Projects are considered abandoned if client:

Fails to respond for 60 consecutive days
Does not provide required materials for 60 days
Misses scheduled meetings without rescheduling for 60 days

12.2 Abandoned Project Policy

We will send 3 reminder emails (at 14, 30, and 45 days)
After 60 days, project marked as abandoned
All payments remain non-refundable
Project files archived and may be deleted after 90 days
Reactivation requires new contract and setup fees

13. Consumer Rights (Jurisdiction-Specific)

13.1 European Union

EU consumer rights include:

14-day cooling-off period for distance contracts (see Section 4)
Right to clear contract terms before purchase
Right to terminate long-term contracts with reasonable notice
Protection against unfair contract terms

Nothing in this policy limits your statutory rights under EU consumer law.

13.2 United Kingdom

UK consumer rights include:

14-day cancellation right under Consumer Contracts Regulations
Services must be performed with reasonable care and skill
Right to repeat performance or price reduction for non-conforming services
Protection under Consumer Rights Act 2015

This policy complements but does not replace your statutory rights.

13.3 United States

State-specific consumer protections may apply:

California consumers have rights under CCPA
New York consumers protected by General Business Law
Other states may have specific consumer protection laws
Federal Trade Commission (FTC) rules apply nationwide

14. Modifications to This Policy

14.1 Policy Updates

We may update this Refund and Cancellation Policy:

To comply with new legal requirements
To reflect changes in our service offerings
To improve clarity or address ambiguities
To respond to business needs

14.2 Notice of Changes

When we update this policy:

Updated policy posted on website with new “Last Updated” date
Active clients notified via email
Material changes require affirmative acceptance
Existing contracts remain under policy version in effect at signing

14.3 Grandfathering

Active contracts governed by policy version at contract date
New contracts subject to current policy
Contract renewals subject to then-current policy

15. Questions and Refund Requests

15.1 Before Requesting Refund

We encourage you to:

Review this policy and your service agreement carefully
Contact us to discuss concerns before requesting refund
Give us opportunity to address issues or remedy problems
Consider whether cancellation is truly necessary

15.2 How to Request a Refund

To request a refund:

Submit written request via email: [Your Email Address]
Include the following information:
- Your full name and company name
- Invoice numbers and payment dates
- Service(s) purchased
- Detailed reason for refund request
- Supporting documentation if applicable
Subject line: “Refund Request – [Your Name]”
Response time: We’ll respond within 5 business days
Decision timeline: Refund decisions made within 10 business days

15.3 Contact Information

For questions about refunds or cancellations:

Bektech Digital
Website: https://bektech.net
Email: [email protected]
Contact Form: https://bektech.net/contact/

Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM (Your Timezone)
Response time: Within 1-2 business days

16. Alternative Dispute Resolution

16.1 Internal Resolution

If you’re unhappy with refund decision:

Request review by senior management
Provide additional documentation or explanation
Schedule call to discuss concerns
We’ll make final decision within 5 business days of review

16.2 External Dispute Resolution

If internal resolution fails:

EU/UK: Contact your local consumer protection authority or use EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
USA: Contact Better Business Bureau (BBB) or state consumer protection office
Mediation: Both parties agree to attempt mediation before litigation

17. Important Reminders

17.1 Key Points to Remember

✓ Read service agreement carefully before signing
✓ Ask questions if any terms are unclear
✓ Understand that digital services are intangible
✓ Communicate concerns early in the project
✓ We cannot guarantee specific marketing results
✓ Completed work is generally non-refundable
✓ Cancellation notice required for subscriptions
✓ Third-party costs are never refundable
✓ Contact us before initiating chargeback
✓ Your statutory consumer rights are not affected

17.2 Best Practices

For smooth working relationship:

Communication: Keep lines of communication open
Feedback: Provide timely, constructive feedback
Materials: Supply required materials promptly
Expectations: Set realistic expectations from start
Collaboration: Work with us as partners toward goals
Documentation: Keep records of all communications
Concerns: Raise issues immediately, not at project end

18. Legal Compliance

18.1 Applicable Laws

This policy complies with:

EU Consumer Rights Directive
UK Consumer Contracts Regulations 2013
UK Consumer Rights Act 2015
US Federal Trade Commission Act
State-specific consumer protection laws (USA)
Distance Selling Regulations
E-commerce Regulations

18.2 Governing Law

EU Clients: Governed by laws of your EU member state
UK Clients: Governed by laws of England and Wales
US Clients: Governed by laws of [Your State]

18.3 Severability

If any provision of this policy is found invalid or unenforceable:

Remaining provisions remain in full effect
Invalid provision modified to nearest legal equivalent
Does not affect validity of entire policy

Summary Table: Quick Reference Guide

Service Type	Before Work Starts	After Work Starts	Cancellation Notice
Web Design/Development	80-100% refund (within 7 days)	Prorated based on completed milestones	Immediate
SEO – One-Time	85-100% refund (within 7 days)	Based on completed work	Immediate
SEO – Monthly	Refund minus setup costs	Current month non-refundable	30 days
PPC Management	Setup fee non-refundable	Current month non-refundable	30 days
Social Media	Refund minus created content	Current month non-refundable	30 days
Consulting/Hourly	Full refund if within 90 days	Pay for hours worked	Immediate
Annual Contracts	Per contract terms	Early termination fees apply	Per contract

Acknowledgment: By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund and Cancellation Policy. This policy forms part of your service agreement with Bektech Digital.

Fair Use Statement: This policy is designed to protect both our business and our clients. We invest significant time, expertise, and resources into every project. We believe in fair dealings and will always work with clients in good faith to resolve concerns.

This Refund and Cancellation Policy was last updated on October 11, 2025 and is effective immediately.