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Refund Policy

Effective date: October 1, 2025
Applies to: Services purchased from Sequoia GEO via proposal/order form/SOW and any payments made through our invoices or payment links.

This policy explains when refunds are (and aren’t) available for our marketing services (SEO, PPC/Google Ads, LSAs, CRO, analytics, content, consulting). It should be read together with our Terms & Conditions and any SOW (“Order”).

1) General principles

  • We sell professional services, not products. Work begins as soon as we schedule resources and start deliverables.

  • Because outcomes depend on many external factors (market, budget, competition, seasonality, platform changes), we do not guarantee specific results and do not offer performance-based refunds.

  • Advertising media spend is never paid to us (unless expressly agreed) and is not refundable by Sequoia GEO.

2) Fixed-fee projects (audits, builds, one-time scopes)

2.1 Deposits are non-refundable. The upfront deposit (e.g., [50%]) reserves our time and starts production.

2.2 Cancellations before delivery. If you cancel after kickoff but before final delivery, we will invoice and retain the greater of:

  • (a) the percent-complete value of work performed plus any committed third-party costs, or

  • (b) an early termination charge of [25%] of the remaining fixed fee (not to exceed the unpaid balance).

2.3 Quality issues. If we materially miss a documented requirement in the SOW, we will correct or re-perform the specific scope at no additional charge within a reasonable timeline. Refunds are only considered if we cannot remedy the miss after [2] reasonable attempts.

3) Monthly retainers

3.1 Prepaid and non-refundable. Retainer fees are billed in advance for the month and are non-refundable once the billing period begins.

3.2 Cancellation. You may cancel with [30] days’ written notice (effective at the end of the current billing cycle). We don’t pro-rate mid-cycle cancellations unless we haven’t begun work for that cycle.

3.3 Unused hours. Unless your SOW expressly allows limited rollover, unused hours do not roll over and are not refundable.

4) Media, third-party, and pass-through costs

  • Ad spend (Google Ads, Meta, LSA, LinkedIn, etc.) is paid directly by Client to the platform and is not refundable by Sequoia GEO.

  • Third-party tools (tracking numbers, landing page tools, stock assets, software) are pass-through costs and are non-refundable once purchased or provisioned.

5) Delays caused by Client

If delivery is delayed because assets/approvals/access weren’t provided on time, fees remain due per the SOW schedule. We’ll hold your spot and attempt reasonable rescheduling, but lack of inputs doesn’t create refund eligibility.

6) Chargebacks & disputes

Please contact us first—we resolve most issues quickly. Unauthorized chargebacks violate our Terms. If a chargeback is filed, we may suspend services, pass through bank/processor fees, and send the account to collections for amounts due.

7) When a refund may be granted (rare)

We may consider a partial refund only when all of the following are true:

  1. A clear, material deviation from the SOW deliverables is documented;

  2. You notified us within [10] business days of delivery and gave us reasonable opportunity to cure (see §2.3); and

  3. No portion of the request concerns media spend, third-party costs, or scope outside the SOW.

Any approved refund is limited to the fees paid for the specific, non-conforming deliverable, minus work already performed and costs incurred.

8) How to request a refund or remediation

Email billing@sequoiageo.com with:

  • Subject: Refund/Remediation Request – [Company Name] – [Invoice/SOW #]

  • Explain: what was purchased, delivery date, and the specific issue

  • Include: relevant URLs/files and the outcome you’re seeking

We’ll acknowledge within 2 business days and aim to resolve within 10 business days.

Refund method & timing: Approved refunds are issued to the original payment method within 5–10 business days of approval (bank times vary).

9) No refunds for prohibited/unsupported tactics

We will not perform tactics that violate platform policies or our Schedule A — Prohibited Tactics & Platform Policies (e.g., deceptive claims, review gating, cloaking, engagement buying, HEC targeting violations). Refusals on these grounds do not create refund eligibility.

10) Events, training, and digital downloads (if applicable)

  • Live/virtual workshops or training: fees are refundable up to [7] calendar days before the event start; after that, you may request a one-time reschedule/credit (no cash refund).

  • Digital downloads/templates: delivered on purchase and non-refundable.

11) Force majeure

Delays or inability to perform due to events beyond our reasonable control (e.g., platform outages, disasters, strikes, governmental actions) do not create refund rights. We’ll resume performance as soon as practicable.

12) Changes to this policy

We may update this policy prospectively. The Effective date shows the latest revision.

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