Refund & Warranty Policy

At RETAILECO, we take pride in delivering high-quality digital marketing, website development and business growth services. Every client engagement is treated with the same level of care, expertise and commitment — regardless of project size or budget.

Before any work begins, we agree the full scope of deliverables, timelines and fees in writing. This ensures both parties have a clear understanding of what is being delivered and what is expected. Our goal is always to exceed your expectations.

Due to the nature of digital services — where time, expertise and resources are invested from the moment work begins — our general policy is that fees paid for work already commenced or completed are non-refundable.

However, we handle every situation on a case-by-case basis with fairness and transparency. Refunds or partial refunds may be considered in the following circumstances:

• Work not yet started — if you cancel your project before any work has commenced, you are entitled to a full refund of any fees paid, minus any administrative or payment processing costs
• Significant failure to deliver — if RETAILECO fails to deliver the agreed scope of work without reasonable justification, a partial or full refund may be issued at our discretion
• Duplicate payment — if a payment is made in error or duplicated, the duplicate amount will be refunded in full within 5 business days
• Project cancelled before milestone — if a project is cancelled before a specific payment milestone is reached, fees paid for that milestone will not be charged

All refund requests must be submitted in writing to hello@retaileco.co.uk with a clear explanation of the reason for the request. We will respond within 5 business days.

The following are strictly non-refundable under all circumstances:

• Advertising spend — any budget paid directly to third-party platforms such as Google Ads, Meta Ads or TikTok Ads is paid directly to those platforms and cannot be recovered or refunded by RETAILECO
• Third-party tool or software costs — subscriptions, licences or platform fees paid to third parties on your behalf are non-refundable
• Domain names & hosting — once purchased, domain registrations and hosting packages are non-refundable
• Completed deliverables — work that has been completed, approved and delivered is non-refundable, regardless of subsequent changes in your business direction or requirements
• Strategy sessions & consultations — fees for discovery calls, strategy sessions and consultations are non-refundable once the session has taken place
• Rush or expedited project fees — any additional fees charged for accelerated delivery are non-refundable

You may cancel an ongoing service or retainer agreement by providing written notice in line with the notice period stated in your agreement. Where no notice period is specified, a minimum of 30 days' written notice is required.

Upon cancellation:

• All work completed up to the cancellation date will be invoiced and payment is due within 14 days
• Any work in progress will be paused and a final invoice issued for the portion completed
• Deliverables will only be transferred to you upon receipt of all outstanding payments
• Any third-party accounts or tools set up on your behalf will be transferred to you upon settlement of all outstanding fees

For project-based work (such as website builds or branding projects), cancellation mid-project will result in an invoice for all work completed to date based on our standard hourly rate of £95/hour, which may exceed the originally agreed project fee depending on work completed.

We want you to be delighted with the work we deliver. Every project includes a defined number of revision rounds, which will be specified in your proposal or statement of work. Typically:

• Website design — 2 rounds of revisions per page or section
• Brand identity & logo design — 3 rounds of revisions
• Written content & copywriting — 2 rounds of revisions
• Ad creative — 2 rounds of revisions per creative set

A revision is defined as a set of consolidated feedback provided in a single communication. Multiple separate rounds of feedback are counted as individual revision rounds.

Revisions requested beyond the included rounds will be charged at our standard hourly rate of £95/hour. Additional revision costs will be agreed upon in writing before any additional work commences.

All websites built by RETAILECO include a 90-day post-launch warranty commencing from the date the website goes live, plus lifetime support for as long as you remain a client. We stand behind every website we build — if something isn't working as it should, we will fix it.

During the 90-day warranty period, we will fix at no additional cost:

• Technical bugs or errors that prevent the website from functioning as designed
• Layout or display issues across the agreed list of supported browsers and devices
• Broken links, missing images or pages that were included in the agreed scope
• Form submission or contact functionality errors
• Any functionality that fails to perform as specified in the agreed scope document
• Speed or performance issues directly related to how the site was built

The following are not covered under the warranty and may be subject to additional charges:

• Design changes — requests to change the layout, colours, fonts, imagery or overall look and feel of the website after launch. Depending on the scope of the change, an additional charge will be quoted and agreed before any work begins
• New pages or features — adding new sections, pages, functionality or integrations that were not part of the original agreed scope
• Content updates — updating written content, images, pricing or product information after handover
• Third-party issues — problems caused by plugin updates, hosting provider changes, domain configuration or platform updates that are outside our control
• Client-made changes — issues arising from modifications made to the website by you or a third party after launch

For any changes outside the warranty scope, we will always provide a clear quote before proceeding. There are no hidden charges — if something will cost extra, we will tell you upfront and only proceed with your written approval.

Custom web and mobile applications developed by RETAILECO include a 30-day post-launch warranty. During this period, we will address at no additional charge:

• Critical bugs that prevent core functionality from working as specified
• Security vulnerabilities introduced during development
• Data handling errors or integration failures between agreed systems
• Performance issues that were not present during testing and sign-off

The warranty does not cover new feature development, scope changes, issues introduced by client-side modifications, or third-party API changes that fall outside our control.

All warranty claims must be submitted in writing within the 30-day warranty period. Claims submitted after this period will be treated as new development requests and quoted accordingly.

For ongoing marketing services including SEO, Google Ads management, social media advertising and marketing automation, the following applies:

• No performance guarantees — digital marketing results are influenced by many factors outside our control including market conditions, competition, platform algorithm changes and budget levels. We do not guarantee specific results, rankings or return on investment
• Management fees are non-refundable — our management fees cover the time and expertise applied to your campaigns, regardless of campaign outcome
• Ad spend is non-refundable — all advertising budget paid to third-party platforms is subject to those platforms' own refund policies, which are outside our control
• Monthly retainers — monthly retainer fees are invoiced in advance and are non-refundable once the service period has commenced

We commit to transparent, regular reporting on all campaigns and will always communicate openly if results are not meeting expectations. We continuously optimise your campaigns to improve performance throughout the engagement.

We genuinely hope that issues never arise, but if they do, here is how we handle them:

• Step 1 — Raise it with us — contact us at hello@retaileco.co.uk with a clear description of your concern. We will respond within 2 business days
• Step 2 — Internal review — we will review the concern against the agreed scope and proposal. If we have fallen short of what was agreed, we will take immediate steps to rectify it at no additional cost
• Step 3 — Mediation — if the matter cannot be resolved through direct communication within 14 days, both parties agree to attempt resolution through a mutually agreed mediator before pursuing any legal action
• Step 4 — Legal proceedings — if mediation fails, disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales

Our goal is always to resolve any issues quickly, fairly and without the need for formal proceedings. We value every client relationship and will always make every reasonable effort to find a satisfactory resolution.

If you have any questions about this Refund & Warranty Policy, or if you would like to discuss a concern about your project, please get in touch with us directly. We are always happy to talk.

• Email: Growth@retaileco.co.uk
• Phone: +44 123 456 7890
• Website: retaileco.co.uk/contact
• Response time: Within 2 business hours, Monday to Friday 11:00 – 20:00