Refund & Cancellation Policy

1 Overview

Digital marketing services require significant upfront investment in research, strategy, platform setup, content creation, and technical implementation. This policy reflects the nature of these services while ensuring fair treatment for all clients. We are committed to resolving concerns directly and maintaining long-term partnerships built on trust and transparency.

2 Monthly Retainers (SEO, PPC, SMM)

Monthly retainer services are ongoing engagements billed in advance each month.

• Non-refundable: Monthly retainer fees are non-refundable once the billing period has begun, as resources are allocated and work commences at the start of each cycle.
• No partial refunds: If you cancel mid-month, services continue through the end of the paid period but no pro-rata refund is issued.
• First month: The first month's retainer serves as both payment and an onboarding/setup period. If performance concerns arise within the first 60 days, we will work with you to adjust strategy before you consider cancellation.
• Pause option: Clients may request a one-time pause of up to 30 days per 12-month period (subject to approval). Paused months are not billed, but campaign momentum may be affected.

3 Project-Based Work (Web Design, Landing Pages, Automation)

Custom projects follow a milestone-based payment structure:

Upon cancellation, we will provide all completed deliverables and source files for work that has been paid for in full.

4 Advertising Platform Spend

All advertising budgets are paid directly by the Client to the respective platform (Google Ads, Meta Ads, LinkedIn Ads, etc.).

• Nekki Digital does not collect, hold, or process ad spend funds on behalf of clients.
• We are not responsible for issuing refunds for ad spend consumed by the platform.
• We do not issue credits for ad impressions, clicks, or conversions.
• If a Client's ad account is suspended due to platform policy violations, we are not liable for lost spend. We will assist with the appeals process where possible.
• Refund requests for unused ad credit must be directed to the platform provider (e.g., Google Ads support, Meta Business Help Centre).

5 Service Credits

While retainer fees are non-refundable, we may issue service credits in the following situations:

• Missed SLA commitments: If we fail to deliver a monthly report within 10 business days of the month end, or fail to respond to a critical issue within the agreed SLA timeframe, a service credit of up to 10% of that month's retainer may be applied to the next invoice.
• Scope shortfall: If we demonstrably underdeliver on agreed scope items within a given month (e.g., fewer ad variations created than committed), a proportional credit may be applied.
• Goodwill: At our discretion, we may offer service credits to resolve concerns and maintain the client relationship.

Service credits are non-transferable, have no cash value, and must be used within 90 days of issue. Credits cannot exceed the value of one month's retainer.

6 Service Level Commitments

We hold ourselves to the following operational standards:

Business hours are Monday to Friday, 9:00 AM - 6:00 PM NZST, excluding New Zealand public holidays.

7 Cancellation Process

To cancel services:

1. Send written notice to your account manager or email [email protected] with the subject line "Service Cancellation Request".
2. Notice period: 30 days for monthly retainers. Immediate for project cancellations (subject to the refund terms in Section 3).
3. Confirmation: We will acknowledge your cancellation request within 2 business days and confirm the effective termination date.
4. Handover: We will provide a transition summary including campaign access details, reporting data, and recommendations for continuity. All login credentials provided to us will be revoked or returned.

8 Consumer Rights Under NZ Law

Nothing in this policy excludes, restricts, or modifies rights that the Client may have under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986, where those acts apply to the services provided.

Under the Consumer Guarantees Act, services must be:

• Carried out with reasonable care and skill.
• Fit for the purpose communicated to the provider.
• Completed within a reasonable time (if no timeframe is specified).

If we fail to meet these guarantees, you may be entitled to a remedy including having the service performed again, a refund, or compensation for any loss or damage. These statutory rights apply in addition to (and are not limited by) the terms in this policy.

9 Dispute Resolution

We value our client relationships and will always try to resolve concerns directly. If you are dissatisfied with any aspect of our service:

1. Contact us first: Email [email protected] with details of your concern. We aim to respond within 2 business days.
2. Internal review: If the initial response does not resolve your concern, request an escalation to the account director for a formal review.
3. Mediation: If we cannot reach agreement, either party may refer the matter to mediation. Costs are shared equally.
4. Legal recourse: As a last resort, disputes are governed by New Zealand law and subject to the jurisdiction of New Zealand courts.

We request that clients contact us before initiating any payment disputes or chargebacks with their bank or payment provider, as these can often be resolved more efficiently through direct communication.