Section 01

Scope of This Policy

This policy applies to services provided by Retaileco, including website design and development, WordPress development, Shopify development, SEO, Google Ads management, Meta Ads management, TikTok Ads management, marketing automation, conversion optimisation, strategy consulting, audits, reporting, and related digital growth services.

This policy does not apply to physical products, product returns, delivery, exchanges, or shipping because Retaileco is a digital services agency and does not sell physical goods through this website.

Section 02

Service Agreements and Project Scope

Before starting paid work, we may provide a proposal, quotation, invoice, statement of work, service agreement, or written confirmation outlining the agreed services, fees, deliverables, timelines, and payment structure.

Refunds and warranty requests are reviewed against the agreed scope of work. Services or deliverables outside the agreed scope may be quoted separately and are not automatically included in any warranty or revision period.

Section 03

Deposits and Project Payments

For project-based work, Retaileco may require an upfront deposit before work begins. Deposits allow us to reserve production time, allocate resources, carry out discovery, prepare strategy, and begin project delivery.

• Deposits may be refundable if no work has started and no resources have been allocated.
• Deposits may be partially refundable where only part of the initial work has been completed.
• Deposits are normally non-refundable once discovery, planning, design, development, account setup, campaign preparation, or strategy work has started.
• Milestone payments are linked to project progress and are not refundable once the relevant stage has been delivered or substantially completed.

Section 04

Refund Eligibility

Refund requests are reviewed fairly and on a case-by-case basis. A refund may be considered where work has not started, where a duplicate payment has been made, or where Retaileco is unable to provide the agreed service.

Refunds May Be Considered Where

• No work has started on the project or service.
• A duplicate payment has been made by mistake.
• The service cannot be delivered by Retaileco for reasons within our control.
• A partial refund is appropriate based on the amount of work already completed.

Refunds Are Normally Not Available Where

• Work has already been completed or substantially delivered.
• Designs, websites, campaigns, audits, reports, strategies, or assets have been delivered or approved.
• The client changes their mind after work has started.
• The client delays the project by failing to provide content, approvals, access, feedback, or required information.
• Third-party costs have already been paid or committed.

Section 05

Non-Refundable Services and Costs

Some services and costs are non-refundable once started, delivered, used, or committed to third parties.

• Consultation sessions, strategy calls, audits, reviews, and advisory work already delivered.
• Website design and development work already completed or made available for review.
• SEO work, including audits, technical changes, keyword research, content planning, reporting, and optimisation.
• Advertising setup and management work, including account setup, tracking, campaign builds, creative testing, optimisation, and reporting.
• Marketing automation workflows, CRM setup, email sequences, integrations, and configuration work.
• Third-party costs, including software, hosting, domains, plugins, themes, stock assets, premium tools, tracking tools, and platform fees.
• Advertising budgets paid to Google, Meta, TikTok, Microsoft, LinkedIn, or any other advertising platform.

Section 06

Monthly Retainers and Ongoing Services

Monthly retainers may include services such as SEO, advertising management, reporting, optimisation, website maintenance, automation support, and growth consulting.

• Monthly retainers are billed in advance unless otherwise agreed in writing.
• Retainer fees are not refundable once the service month has started or work has begun.
• Cancellation notice may be required depending on the agreement or invoice terms.
• Unused hours or tasks do not automatically roll over unless agreed in writing.
• Performance results are not guaranteed, as they depend on market conditions, competition, budgets, client offer, website quality, platform algorithms, and other external factors.

Section 07

Website Development Warranty

For eligible website development projects, Retaileco provides a 1-year website warranty from the date the website is launched or officially handed over, unless a different warranty period is agreed in writing.

What the 1-Year Warranty Covers

• Website bugs or errors directly related to our original development work.
• Functionality issues within the original agreed project scope.
• Display or layout issues that occur after launch and are connected to the delivered website build.
• Minor technical fixes needed to keep the website working correctly.
• Website updates required to maintain normal functionality, where reasonably included within the original website setup.

What the Warranty Does Not Cover

• Issues caused by client edits, including changes made to code, theme files, plugins, templates, custom CSS, JavaScript, PHP, or website settings.
• Problems caused by third-party developers, freelancers, agencies, or anyone else given access to the website after handover.
• New features, new pages, redesigns, or additional functionality requested after approval or launch.
• Content changes, including text updates, image replacements, product uploads, blog posts, pricing changes, or branding changes.
• Issues caused by hosting providers, server settings, malware, unauthorised access, expired domains, payment gateways, APIs, plugins, themes, or external platforms.
• Damage caused by misuse, including deleting files, changing website structure, removing important plugins, editing core settings, or otherwise interfering with the website code or configuration.
• SEO rankings, traffic, leads, sales, revenue, advertising results, or business performance.

Section 08

Advertising Spend and Third-Party Platforms

Advertising budgets are separate from Retaileco’s management fees unless stated otherwise. Any advertising spend paid to third-party platforms is subject to the relevant platform’s own billing, refund, and advertising policies.

• Google Ads, Meta Ads, TikTok Ads, Microsoft Ads, LinkedIn Ads, and other platform budgets are not controlled by Retaileco once spent.
• Platform fees, ad spend, taxes, and payment charges are not refundable by Retaileco.
• Retaileco does not guarantee a specific cost per lead, ROAS, CPA, conversion rate, ranking, sales volume, revenue figure, or lead volume.
• Campaign results depend on budget, market competition, tracking accuracy, website quality, landing pages, offer strength, audience behaviour, and platform algorithms.

Section 09

Client Responsibilities

Successful delivery depends on timely client cooperation. Clients are responsible for providing accurate information, access, content, approvals, feedback, and payment according to the agreed schedule.

• Website access, hosting access, platform access, analytics access, advertising account access, or CRM access where required.
• Brand assets, images, copy, product information, service details, legal content, and business information.
• Timely feedback and approvals to avoid unnecessary delays.
• Compliance responsibility for claims, offers, pricing, regulated content, product information, and legal notices relating to the client’s business.

Delays caused by missing access, missing content, late approvals, or changes in direction may affect timelines and do not automatically create a right to refund.

Section 10

Cancellations

If you wish to cancel a project or service, please contact us in writing at Growth@retaileco.co.uk. We will review the status of the work, confirm what has been completed, and advise whether any refund, credit, outstanding balance, or cancellation fee applies.

Section 11

Refund Processing Timelines

Where a refund is approved, we aim to process it promptly. The time it takes to appear in your account may depend on your bank, card provider, or payment processor.

Section 12

Consumer and Business Clients

Retaileco works with both business clients and, where applicable, individual clients. Your rights may differ depending on whether you are purchasing as a business or as a consumer.

Where UK consumer law applies, we will handle requests in line with applicable rules, including the requirement that services are carried out with reasonable care and skill. Consumer cancellation rights for distance service contracts may apply in some circumstances, but where you request that work begins during a cancellation period, you may be required to pay for work already performed.

Nothing in this policy is intended to limit your statutory rights where they apply.

Section 13

Limitation of Service Warranty

Retaileco aims to provide professional, careful, and commercially reasonable services. However, digital marketing and online business performance are affected by many factors outside our control.

• SEO results cannot be guaranteed because search engines control rankings and algorithms.
• Advertising results cannot be guaranteed because performance depends on market demand, competition, platform algorithms, budget, tracking, landing pages, and customer behaviour.
• Website performance may depend on hosting, plugins, third-party tools, user devices, internet connection, and external integrations.
• Business results, including sales, revenue, enquiries, bookings, profit, or growth, are not guaranteed unless expressly agreed in writing.

Section 14

Changes to This Policy

Retaileco may update this Refunds & Warranty Policy from time to time to reflect changes in our services, payment structure, legal requirements, or internal processes. Updates will be published on this page with a revised “Last updated” date where applicable.