Stik Social Refund Policy

Effective Date: [26 August 2023]

Introduction

Thank you for choosing Stik Social for your digital marketing needs. We offer a suite of services, including but not limited to, Social Media Services, Content Creation, Media Advertising, Web Development, and Targeted Marketing. We recognize that the nature of digital marketing is complex, and we aim for 100% customer satisfaction.

This Refund Policy is meant to provide clarity and peace of mind regarding the terms and conditions under which refunds are processed.

General Provisions

• Refund Eligibility Period: Unless otherwise stated, all refund requests must be made within 15 calendar days from the date of service delivery.
• Processing Time: Once a refund has been approved, it will be processed within 25 business days.
• Non-Refundable: Some fees and charges are non-refundable, as explained in the service-specific policies below.
• Communication: All refund requests should be communicated in writing via email to our Support Team.

Service-Specific Refund Policies

Social Media Services

Active Campaigns:

1. No Refund After Launch: Once the social media campaign has been initiated and posts have been made public, the service fees become non-refundable. This is due to the work hours and resources committed to designing, scheduling, and managing the campaign.
2. Partial Reimbursement for Unfulfilled Services: If certain agreed-upon milestones or key performance indicators (KPIs) are not met, clients may be eligible for partial reimbursement or service credits. Such partial refunds will be reviewed on a case-by-case basis, following a comprehensive evaluation by our team.
3. Exceptional Circumstances: In rare instances involving unforeseen complications or issues from our end that prevent the continuation of the campaign, a proportionate refund may be considered.

Inactive Campaigns:

1. Full Refund Before Initiation: Clients are eligible for a full refund of the service fee if a cancellation request is made before any campaign work has started, including but not limited to strategy development, content creation, or account setup.
2. Processing Fee: Please note that while the service fee may be fully refundable under these conditions, any transaction fees incurred will be deducted from the refund amount.
3. Scaled Refund: If work has commenced but the campaign has not yet gone live, a scaled refund will be calculated based on the amount of work completed. This will be assessed and communicated transparently to the client.
4. Time Sensitivity: To qualify for a full or scaled refund for inactive campaigns, the client must make the cancellation request in writing via email to our support team no less than 48 hours before the scheduled campaign launch date.

Content Creation

Pre-Delivery Phase:

1. Full Refund Eligibility: Clients are entitled to a full refund if they choose to cancel the service prior to the delivery of any initial drafts or finalized copies.
2. Work-in-Progress: If cancellation occurs after work has commenced but before any deliverables have been sent, a prorated refund may be issued based on the percentage of work completed at the time of cancellation.
3. Transaction Fees: Please be aware that any payment processing fees incurred during the transaction will be deducted from the refund amount.
4. Timely Communication: To be eligible for a full or prorated refund, clients must submit their cancellation request in writing via email to our support team at least 48 hours before the agreed-upon delivery date.

Post-Delivery Phase:

1. Complimentary Revision: Once initial drafts are delivered, clients have the right to request one complimentary round of revisions to align the content more closely with their expectations.
2. Limited Refund After Revision: Should dissatisfaction persist after the complimentary revision, a partial refund of up to 50% of the service fee may be considered. Each case will be evaluated individually, taking into account the nature of the feedback and the extent to which the delivered content deviates from the original brief or agreed-upon quality standards.
3. No Refund for Approved Content: Once the content has been reviewed, revised, and approved by the client, no refunds will be issued.
4. Exceptional Circumstances: In rare cases where it is demonstrably proven that the content delivered is not just subpar but grossly inaccurate or misleading, a full or partial refund may be considered at the discretion of Stik Social’s management.

Media Advertising

Ad Spend:

1. Non-Refundable Commitment: All amounts that are used or earmarked for media buys, third-party platforms, or other advertising expenses (“Ad Spend”) are non-refundable once committed, due to the nature of these costs.
2. Ad Spend Adjustments: Should a client wish to adjust the Ad Spend after commitment, we will make every effort to halt additional spend where possible; however, the amounts already committed cannot be refunded.
3. Early Termination: In cases of campaign termination before the end date, the remaining unspent budget may be reallocated to other services at Stik Social, but will not be refunded as cash.

Service Fees:

1. Full Refund Within 24 Hours: A full refund of the service fee is possible if no work, such as strategy development, audience analysis, or creative design, has commenced. The refund request must be made within 24 hours of the initial payment for the service.
2. Prorated Refunds: If work has begun but not progressed significantly, and you wish to cancel the service, a prorated refund based on the hours already spent may be considered. This does not apply to work related to Ad Spend commitments.
3. Exceptional Circumstances: For special scenarios where the agreed-upon deliverables or Key Performance Indicators (KPIs) have not been met due to failures on our end, a partial refund of the service fee may be considered. Each case will be thoroughly reviewed by Stik Social management.
4. Transaction Fees: Any processing fees or third-party transaction costs will be deducted from the refund amount.
5. Documentation: To request a refund, a formal notice must be given in writing, via an email to our Support Team, outlining the reason for the request and any supporting evidence.

Web Development

Initial Deposit:

1. Non-Refundable: The initial deposit of 50% required to kickstart a web development project is non-refundable under all circumstances. This policy is in place to cover initial project costs such as research, planning, and prototype development.
2. Scaled Commitment: The deposit serves as a commitment from the client to proceed with the project as outlined in the scope of work. The deposit ensures that both parties are invested in the successful completion of the project.
3. Work Progression: The initial deposit sets the development process into motion, including team allocation, initial planning, and other preparatory work. As such, the deposit is non-refundable to cover these sunk costs.

Final Payment:

1. Approval and Deployment: The remaining balance of 50% becomes non-refundable once the developed website has been thoroughly reviewed, approved, and then deployed by the client.
2. Staging Review: Clients have the opportunity to review the project at the staging phase before final deployment. This is the stage where final revisions should be requested. Once approved, the project moves to deployment, and the final payment becomes non-refundable.
3. Post-Deployment Revisions: After deployment, minor adjustments or bug fixes that fall under the scope of the initial agreement will be made without additional charge within a 30-day period. However, these do not affect the non-refundable status of the final payment.
4. Project Abandonment: If a project is abandoned by the client after work has commenced but before final approval and deployment, the initial deposit will not be refunded. Furthermore, any work completed beyond the initial deposit will be billed.
5. Exceptional Cases: Only under extreme circumstances, where Stik Social fails to deliver the project as outlined in the scope of work, will a portion of the final payment be considered for refund. This will be reviewed on a case-by-case basis.

Targeted Marketing

Active Campaigns:

1. No Refunds After Launch: Once a targeted marketing campaign has been initiated and actions such as ad placements, audience targeting, or data analytics have commenced, the service fees become non-refundable. This is to cover the operational and time costs associated with planning and executing the campaign.
2. KPI Reassessment: If certain agreed-upon Key Performance Indicators (KPIs) are not met within a predetermined timeframe, a reassessment of the campaign strategy will be conducted at no extra cost. However, refunds will not be issued for the initial efforts.
3. Proportional Adjustments: In special circumstances, where uncontrollable factors affect the execution of the campaign adversely, we may offer a service credit for future use. This will be evaluated on a case-by-case basis and does not constitute a cash refund.

Pre-Launch Phase:

1. Full Refund Eligibility: A full refund of the service fee will be issued for cancellations made within 24 hours of payment, provided that no work related to campaign planning, audience segmentation, or creative development has started.
2. Scaled Refunds: If work has commenced but the campaign has not yet launched, a scaled refund will be calculated based on the extent of work completed. A detailed breakdown will be provided to the client for transparency.
3. Processing Fees: Any transaction or third-party fees incurred will be deducted from the refund amount.
4. Notification Requirement: To qualify for a full or scaled refund, clients must communicate their cancellation request in writing via email to our Support Team no less than 48 hours prior to the scheduled launch date.

Business Rating & Reviews

At Stik Social, we understand the value and impact that online reviews can have on your business. Our services are designed to bolster your online reputation in a way that aligns with the ethical and policy standards of review platforms like Facebook, Google, and Trustpilot. Below you’ll find our detailed refund policy for our Business Reviews Services.

General Provisions:

1. Adherence to Platform Rules: We strictly follow the terms and conditions of each review platform. It’s important to understand that any action taken by these platforms against a review (e.g., removal or flagging) is beyond our control and we cannot be held responsible for it.
2. Service Scope: Refunds are only applicable to our service fee and do not cover any additional costs or penalties you may incur from third-party platforms.

Facebook Page Ratings:

1. Non-Refundable Upon Execution: Once the Facebook ratings have been successfully posted to your page, the service fees are irrevocable. This accounts for the resources and time invested in generating these ratings.
2. Cancellation Before Submission: If you wish to cancel the service before the ratings have been submitted, a full refund will be provided, minus any applicable transaction fees.

Google Business Reviews:

1. Completion Clause: Once reviews have been posted and successfully appear on your Google Business account, the fees become non-refundable due to the operational costs involved in writing, managing accounts, and other associated activities.
2. Pending or Removed Reviews: We are not responsible for reviews that are pending approval or have been removed by Google. Refunds are not applicable in these scenarios.

Trustpilot Reviews:

1. Finality After Verification: Once reviews have been verified and posted on Trustpilot, the service fee cannot be refunded.
2. Advance Cancellation: Clients who cancel their request before any review submission will receive a full refund, less any transaction or service fees.

Special Circumstances:

1. Failure to Deliver: If we are unable to deliver the promised number of reviews within an agreed-upon timeline due to internal shortcomings, a partial refund of the service fee may be issued upon a thorough evaluation.
2. Platform Compliance Failure: If any reviews are rejected or removed due to our failure to comply with the review platform’s policies, we will conduct a case-by-case evaluation to consider the issuance of a refund or service credit.

Procedure for Refund Request:

1. Formal Notice: All refund requests must be submitted in writing to our customer support team, clearly stating the reasons for the request along with any evidence if applicable.
2. Review Period: Upon receiving a refund request, our team will evaluate the case within 10 business days and communicate the decision thereafter.

By availing of our Business Reviews Services, you agree to this refund policy. Please read it carefully and consult your legal advisors to fully understand your rights and obligations.

How to Request a Refund

Follow these steps meticulously:

1. Send an email to our Support Team at Support@stiksocial.com, titled “Refund Request – [Your Name]”.
2. Provide comprehensive details about the service for which you’re seeking a refund:
   • Customer Name
   • Contact Information
   • Service Type
   • Date of Payment
   • Invoice Number
   • Detailed Reason for the Refund Request
3. Attach any supporting documentation, screenshots, or correspondences that may assist in the evaluation of your request.

Our team will investigate and respond within 3-5 business days of receipt of the refund request.

Policy Amendments

Stik Social reserves the unilateral right to update, modify, or replace this Refund Policy at any time. Such changes will be effective immediately upon posting and will be updated with a new effective date.

Contact Us

We understand that refund policies can often be complex and might raise questions or concerns. At Stik Social, we prioritize transparency and customer satisfaction, so please feel free to get in touch with us for any clarification you might need regarding our Refund Policy. We’re here to assist you.

Reach Out Through Email:

For written correspondence or detailed queries that may require attachments or thorough explanations, email is the most effective method.

📧 Email Address: Support@stiksocial.com

• Response Time: We aim to reply to all email inquiries within one business day.
• Documentation: For any disputes or specific refund requests, please include all necessary documentation to expedite the process.

Contact Us By Phone:

For immediate assistance or for issues that require a real-time conversation, our support team is available by phone.

☎️ Phone Number: +44 7476198327

• Support Hours: Our customer service lines are open from 10 AM to 05 PM, Monday – Friday.
• Language Support: Assistance is available in English Only.

Additional Support Channels:

• Live Chat: For quick questions and real-time support, use the live chat function available on our website.
• Social Media: For general inquiries and non-confidential matters, you can also reach us via our social media platforms.

Special Requests:

If you have a unique situation that doesn’t fit into the scenarios outlined in our Refund Policy, don’t hesitate to reach out. We assess situations on a case-by-case basis and will do our utmost to find a resolution that is fair to both parties.

Your satisfaction is crucial to us, and we appreciate the trust you place in Stik Social for your digital marketing needs.

• Email: Support@stiksocial.com
• Phone: +44 7476198327