1. Overview
This policy explains how cancellations and refunds work for services provided by ReSocialSMM ("ReSocial", "we", "us"). It applies to all clients and forms part of our Terms of Service.
2. Cancellation by the client
2.1 Monthly retainers
- You may cancel a monthly retainer with [30] days' written notice before the next billing cycle.
- The current month remains payable in full, including work already delivered or in progress.
- Cancellation takes effect at the end of the notice period.
2.2 Fixed-scope projects
- Cancellation must be requested in writing before work commences for a full refund of any unused prepayment, minus any third-party costs already incurred (e.g. ad spend, licences, stock assets).
- If work has already started, fees are payable for time and materials delivered up to the cancellation date, plus a [20]% administrative fee on the remaining balance.
2.3 Ad spend
Advertising budget spent on platforms (Meta, Google, LinkedIn, TikTok, etc.) is non-refundable once delivered, as the platforms do not return spent funds.
3. Cancellation by ReSocialSMM
We may cancel or suspend an engagement if:
- You fail to pay invoices when due.
- You request content or campaigns that violate platform policies or applicable law.
- You breach these Terms or a signed SOW.
- Continuing the engagement would create a legal or reputational risk.
In such cases, prepaid fees for undelivered work are refunded on a pro rata basis, less any third-party costs already incurred.
4. Refund eligibility
4.1 Eligible for a refund
- You paid for a fixed-scope project and cancelled before any work began.
- We cancelled the engagement for reasons other than your breach.
- A deliverable is materially different from the agreed scope and we cannot correct it within a reasonable time.
- You were charged in error (duplicate or incorrect invoice).
4.2 Not eligible for a refund
- Work already delivered and approved by you.
- Advertising spend already consumed by the platforms.
- Third-party costs already committed on your behalf (licences, stock, tools).
- Dissatisfaction with performance results, since we do not guarantee specific outcomes (see Terms of Service §8).
- Cancellations made less than [30] days before a scheduled campaign launch.
5. How to request a refund
- Email billing@resocialsmm.com with the subject line "Refund request – [Invoice #]".
- Include your company name, invoice number, payment date, amount, and reason.
- We will acknowledge your request within [5] business days and respond with a decision within [15] business days.
- Approved refunds are issued to the original payment method within [10] business days of approval.
6. Subscription and auto-renewal
Monthly retainers renew automatically unless cancelled per §2.1. It is your responsibility to cancel before the renewal date. Refunds are not provided for renewal periods already started.
7. Chargebacks
If you initiate a chargeback without first contacting us, we may suspend Services and recover reasonable administrative costs. We prefer to resolve issues directly — please reach out before escalating to your bank.
8. EU/UK consumer notice
If you are a consumer (not a business) in the EU/UK, you may have a statutory 14-day right of withdrawal for services purchased online, unless the service has already been fully performed with your consent or digital content has been downloaded. Where a signed SOW designates you as a business client, that statutory right does not apply.
9. Changes to this policy
We may update this policy to reflect changes in our services or legal requirements. The "Last updated" date at the top reflects the current version.
10. Contact
ReSocialSMM
Billing:
info@resocialsmm.com
General:
info@resocialsmm.com