Refund Policy

1. Overview

At Kelvane Counsel, we are committed to delivering exceptional marketing and promotion services that meet and exceed our clients' expectations. We understand that investing in professional social media marketing is a significant business decision, and we want you to feel confident in your partnership with us.

This Refund Policy outlines the terms and conditions under which refunds may be issued for services provided by Kelvane Counsel. By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy in its entirety. This policy should be read in conjunction with our Terms of Service and your individual Service Agreement.

Our services are professional in nature and involve significant allocation of time, expertise, creative resources, and third-party platform investments. As such, our refund policy is designed to be fair to both our clients and our team, while reflecting the realities of service-based work.

2. Service Categories and Refund Eligibility

2.1 Monthly Retainer Services

Monthly retainer services include ongoing social media management, content creation, community management, and regular strategic consulting. Refund eligibility for retainer services is as follows:

• Before work begins: If you cancel your retainer engagement before any work has commenced for the billing period, you are eligible for a full refund of that period's retainer fee.
• Within the first 7 days of the billing period: If you cancel within the first seven (7) calendar days of a billing period and are dissatisfied with the direction of service, you may be eligible for a partial refund of up to 50% of the current period's retainer fee, less the value of any work already completed and delivered.
• After 7 days into the billing period: No refund will be issued for the current billing period. You may cancel future billing periods by providing the required notice as specified in your Service Agreement.

2.2 Project-Based Services

Project-based services include one-time engagements such as brand audits, campaign launches, strategy documents, and content packages. Refund eligibility is determined by the project phase at the time of cancellation:

• Discovery and research phase: If you cancel during the initial discovery and research phase (typically the first 25% of the project timeline), you may be eligible for a refund of up to 75% of the total project fee.
• Strategy and planning phase: If you cancel during the strategy and planning phase (approximately 25-50% of the project timeline), you may be eligible for a refund of up to 50% of the total project fee.
• Execution and production phase: If you cancel during the execution and production phase (50-75% of the project timeline), you may be eligible for a refund of up to 25% of the total project fee.
• Final delivery phase: Once the project has entered the final delivery phase (beyond 75% completion), no refund will be issued.

2.3 Paid Advertising Spend

Advertising spend funds allocated to Meta Ads Manager (Instagram and Facebook) or TikTok Ads Manager are paid directly to the respective platforms or pre-funded for campaign execution. These funds are non-refundable once they have been committed to active campaigns or transferred to platform advertising accounts. Unspent advertising budget that remains in platform accounts may be returned to the client upon request, subject to platform policies and processing procedures.

2.4 Consultation and Strategy Sessions

Individual consultation and strategy sessions that have been scheduled and confirmed are non-refundable if cancelled within forty-eight (48) hours of the scheduled session time. Sessions cancelled more than 48 hours in advance may be rescheduled or refunded at our discretion. No-shows without prior notice will not be eligible for refunds or rescheduling.

3. Circumstances That Do Not Qualify for Refunds

Refunds will not be issued under the following circumstances:

• Dissatisfaction with organic social media results, as Kelvane Counsel does not guarantee specific performance metrics such as follower counts, engagement rates, or revenue outcomes. Social media performance is influenced by numerous external factors beyond our control.
• Changes in your business direction, strategy, or priorities that occur after services have commenced and do not reflect any failure on our part to deliver the agreed-upon scope of work.
• Failure to provide timely approvals, feedback, content, or access required for service delivery, resulting in campaign delays or reduced performance.
• Platform-related issues including algorithm changes, account restrictions, policy updates, outages, or other actions taken by Instagram, TikTok, or Facebook that impact campaign performance or delivery.
• Services that have been fully completed and delivered in accordance with the agreed-upon scope of work, regardless of whether the client ultimately uses the deliverables.
• Termination of services by Kelvane Counsel due to the client's breach of the Terms of Service, non-payment, or prohibited conduct.

4. Refund Request Process

To request a refund, please follow the process outlined below:

• Step 1: Submit a written refund request to info@kelvanecounsel.com. Your request must include your full name, company name, the service in question, the date of purchase or billing period, the amount you are requesting to be refunded, and a detailed explanation of the reason for your refund request.
• Step 2: Our client services team will acknowledge receipt of your refund request within two (2) business days.
• Step 3: We will review your request and assess eligibility based on the terms outlined in this Refund Policy. This review process may take up to ten (10) business days.
• Step 4: We will notify you of our decision in writing. If your refund is approved, we will provide details on the refund amount and processing timeline.
• Step 5: Approved refunds will be processed within fifteen (15) business days of approval. Refunds will be issued to the original payment method used for the transaction.

5. Partial Refunds and Credits

In situations where a full refund is not warranted but some accommodation is appropriate, Kelvane Counsel may, at our sole discretion, offer:

• A partial refund proportional to the undelivered portion of services
• A service credit that can be applied toward future services with Kelvane Counsel
• An extension of the current service period at no additional charge
• Additional deliverables or scope enhancements to address specific concerns

The specific form of accommodation will be determined on a case-by-case basis following our review of the circumstances. Our goal is always to reach a fair and reasonable resolution that respects both the client's investment and the work performed by our team.

6. Satisfaction Guarantee

While we do not offer an unconditional money-back guarantee due to the nature of our services, Kelvane Counsel is deeply committed to client satisfaction. If you are dissatisfied with any aspect of our work, we encourage you to communicate your concerns to your account manager or our client services team as soon as possible.

We believe that most concerns can be resolved through open dialogue, strategic adjustments, and collaborative problem-solving. Our team is dedicated to working with you to address any issues and ensure that our services align with your expectations and business objectives. Early communication is key — the sooner you raise a concern, the more effectively we can address it.

7. Force Majeure

Kelvane Counsel shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, pandemics, internet or telecommunications failures, cyberattacks, platform outages, or other force majeure events. In such cases, refund requests will be evaluated on a case-by-case basis considering the nature and duration of the force majeure event and its impact on service delivery.

8. Chargebacks and Disputes

We strongly encourage clients to contact us directly to resolve any billing concerns before initiating a chargeback or dispute through their bank or payment provider. Unauthorized chargebacks may result in the immediate suspension of all services, termination of the client relationship, and pursuit of the outstanding balance through appropriate legal channels.

If a chargeback is filed, we reserve the right to provide the payment processor or financial institution with documentation of the services provided, including records of deliverables, communications, approvals, and any other relevant evidence of service fulfillment.

9. Modifications to This Policy

Kelvane Counsel reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will update the "Last updated" date at the top of this page to reflect the most recent revision. Refund requests will be processed according to the policy in effect at the time the services were purchased, not at the time of the refund request, unless the updated policy is more favorable to the client.