Refund and Cancellation Policy

On this page

• 1. Introduction
• 2. Key Principles
• 3. Definitions
• 4. How to Request a Cancellation or Refund
• 5. Agency Services
• 6. Link Building and Content Placements
• 7. Platform Subscriptions
• 8. Software
• 9. Non-Conforming Services
• 10. Situations Not Eligible for a Refund
• 11. Credits
• 12. Consumer Rights
• 13. Refund Method and Processing Time
• 14. Chargebacks and Payment Disputes
• 15. Escalation of Refund Decisions
• 16. Changes to This Policy
• 17. Contact Us

1. Introduction

This Refund and Cancellation Policy (“Policy”) explains when and how you can cancel Services, Subscriptions and Orders purchased from Aomark Digital LLC (“Aomark Digital,” “Company,” “we,” “us,” or “our”), when you are entitled to a refund, credit or replacement, and how refunds and payment disputes are handled.

This Policy forms part of our Terms of Service and our Platform Terms of Use. Capitalized terms that are not defined in this Policy have the meanings given in those documents. If an Engagement Document signed or accepted by both parties contains specific cancellation or refund terms for that engagement, those terms apply to that engagement to the extent they differ from this Policy. Nothing in this Policy limits any rights you have under mandatory consumer protection laws, as described in Section 12.

2. Key Principles

Our digital services consist mainly of professional time, specialized work and commitments to third parties, which cannot be returned once they have been provided. For this reason, this Policy is based on the following principles:

• if you cancel before we start work, you receive a refund of the amount paid, less only non-refundable third-party costs we have already incurred at your request;
• if you cancel after we start work, you pay for the work performed and the costs incurred up to cancellation, and any remaining prepaid amount is refunded;
• work that has been delivered and accepted, and billing periods that have already started, are not refundable, except as expressly stated in this Policy;
• if we fail to deliver what we agreed to deliver, we will correct it, replace it or refund the affected portion; and
• dissatisfaction with results that depend on third parties, such as search engine rankings, traffic, advertising performance or third-party metrics, is not in itself a ground for a refund, because we do not guarantee such results.

3. Definitions

• “Work Start Date” means the date on which we begin performing work under an engagement or Order, such as holding a kickoff call, starting research, audits, design, development, content writing, outreach or campaign setup. We will confirm the Work Start Date to you in writing or through the relevant Platform.
• “Third-Party Costs” means amounts paid or committed by us to third parties at your request or in accordance with an Engagement Document, such as software licenses, premium plugins, themes, domains, hosting, stock media, paid tools and Publisher fees.
• “Delivery” means, for a placement, the publication of the content and the reporting of the live URL to you; and for other Deliverables, the submission of the Deliverable to you for review or its launch or handover, as applicable.
• “Replacement Period” means the period of 90 days after Delivery of a placement.
• “Credit” means an amount that can be used only towards our Services, Orders or Subscriptions, has no cash value and cannot be transferred.

4. How to Request a Cancellation or Refund

To cancel a Service or request a refund, credit or replacement, send an email to contact@aomarkdigital.com from the email address associated with your engagement or Account, with the subject line “Cancellation Request” or “Refund Request,” and include:

• your name, company name and the email address associated with your engagement or Account;
• the invoice number, Order number or Subscription concerned;
• the date and amount of the payment;
• the reason for your request and, where relevant, a description of the issue, supporting screenshots or links; and
• the remedy you are requesting.

Subscriptions may also be cancelled directly in your Account settings, as described in Section 7.

We will acknowledge your request within 2 Business Days and will send you our decision within 10 Business Days after receiving all information reasonably needed to assess it. If we need more information, we will tell you what is needed. If your request is approved, the refund will be processed as described in Section 13.

5. Agency Services

5.1 Fixed-Scope Projects

This Section applies to fixed-scope projects, such as web development, website redesigns, technical audits, set-up projects and similar engagements, which are paid with a deposit and milestone payments.

• Cancellation before the Work Start Date: you will receive a full refund of the deposit and any other amount paid, less any Third-Party Costs we have already incurred at your request.
• Cancellation after the Work Start Date: we will retain or invoice (a) the agreed value of each milestone that has been completed, (b) the value of work performed on milestones in progress, calculated on the basis of the time spent at the hourly rate stated in the Engagement Document or, if none is stated, at our standard hourly rate communicated to you in advance, but not more than the value of the relevant milestone, and (c) any Third-Party Costs incurred. If the amount you have paid exceeds the total of these amounts, we will refund the difference. If it is lower, the difference will be invoiced to you.
• Completed and accepted milestones: payments for milestones that have been completed and accepted, or deemed accepted under our Terms of Service, are not refundable.
• After launch or handover: payments for projects that have been launched or handed over are not refundable. Defects are handled under the post-launch support terms of our Terms of Service and Section 9 of this Policy.

When a project is cancelled after the Work Start Date, we will send you a statement showing the work performed and costs incurred, and we will deliver the work product for which you have paid in its current state, in accordance with our Terms of Service.

5.2 Monthly Retainers

This Section applies to ongoing Services billed monthly in advance, such as SEO, paid advertising management, email marketing, analytics and automation support.

• Notice of cancellation: you may cancel a retainer by giving at least 30 days’ written notice, subject to any minimum initial term stated in your Engagement Document. Services continue, and fees remain payable, during the notice period.
• Started billing periods: fees for a billing period that has already started are not refundable, and we do not provide pro-rated refunds for partial months, except as set out below.
• Before the Work Start Date: if you cancel the first month of a retainer before the Work Start Date, you will receive a full refund of the first payment, less any Third-Party Costs already incurred.
• Pro-rated refund: you will receive a pro-rated refund of the unused portion of a prepaid billing period if (a) we terminate the retainer for our convenience, or (b) you terminate the retainer because of our uncured material breach in accordance with our Terms of Service.
• Recurring card payments: after your cancellation takes effect, no further recurring charges will be made. If you are charged in error after the effective date of your cancellation, we will refund that charge in full.

5.3 One-Time Orders (Other Than Placements)

This Section applies to fixed-price one-time orders paid in advance, such as content packages, audits, reports, consultations and set-up services. Placements are covered by Section 6.

• Cancellation before the Work Start Date: full refund of the amount paid.
• Cancellation after the Work Start Date but before Delivery: we will retain the value of work performed, calculated as described in Section 5.1, and refund the difference.
• After Delivery: payments are not refundable, except as provided in Section 9 (Non-Conforming Services).
• Consultations and strategy sessions: consultations may be rescheduled or cancelled with a full refund if you give at least 24 hours’ notice. Consultations that have taken place, or that you missed without giving that notice, are not refundable.

5.4 Hourly Work

Time that has been performed and billed in accordance with the Engagement Document is not refundable. If you have prepaid a block of hours, unused hours will be refunded on request when the engagement ends, unless the Engagement Document states that the hours expire at the end of a specified period.

5.5 Third-Party Costs and Advertising Spend

• Third-Party Costs are not refundable by us once they have been paid or committed, because they are subject to the refund policies of the relevant third parties. Where a third party offers a refund, we will request it on your behalf where reasonably possible and pass it on to you when we receive it.
• Advertising spend is paid by you directly to advertising platforms such as Google and Meta. We do not receive or hold advertising spend and therefore cannot refund it. Requests for refunds or credits for advertising spend must be made to the relevant platform under its own policies. We will reasonably assist you with such requests within the scope of the Services.

6. Link Building and Content Placements

This Section applies to placements purchased through LinkBuilding or as agency Services.

6.1 Cancellation Before Delivery

• Before content is written or submitted to the Publisher: you may cancel an Order and receive a full refund of the amount paid for that placement.
• After content has been written but before it is submitted to the Publisher: you may cancel and receive a refund of the placement price, less the content writing fee shown at checkout or in the Engagement Document. You will receive the content that was written.
• After content has been submitted to the Publisher: cancellation is possible only if the Publisher agrees to cancel without charging us. If the Publisher agrees, you will receive a refund as described in the previous point. If the Publisher does not agree, the Order cannot be cancelled.

6.2 Placements That Cannot Be Completed

If, after we have accepted your Order, we decline it, the Publisher rejects the content or the placement becomes unavailable for reasons not attributable to you, we will offer you the choice between (a) a replacement placement of comparable value, or (b) a full refund of the amount paid for that placement. If the Publisher rejects the placement because the target URL, anchor text or content provided by you breaches the Publisher’s published guidelines, our Terms of Service or applicable law, we will first give you the opportunity to provide compliant materials. If you do not do so within 14 days, the Order will be cancelled and we will refund the amount paid, less any content writing fee and non-refundable Publisher costs already incurred.

6.3 Delivery Errors

If a delivered placement contains an error attributable to us or the Publisher, such as an incorrect anchor text, incorrect target URL or missing link, and you report it within 7 days after Delivery, we will arrange for the error to be corrected. If it cannot be corrected within 14 days of your report, we will provide a replacement placement of comparable value or, at your choice, a refund of the amount paid for that placement.

6.4 Replacement Guarantee

If, during the Replacement Period, a delivered placement:

• is removed from the Publisher website, or the page returns an error or is no longer accessible;
• has its link to your website removed; or
• has its anchor text or target URL changed by the Publisher without your request,

and this is not attributable to you, you may report it to us during the Replacement Period. We will first ask the Publisher to restore the placement. If it is not restored within 14 days of your report, we will provide a replacement placement of comparable value. If we are unable to provide a suitable replacement within 30 days of your report, we will, at your choice, issue a refund or a Credit equal to the amount paid for that placement.

6.5 Exclusions

The Replacement Guarantee and refunds for placements do not apply in the following cases:

• the issue is reported after the end of the Replacement Period;
• you requested the removal or modification of the placement, or changed, redirected, removed or blocked the target URL, or your website became unavailable;
• the link or content was modified because of a legal requirement, a complaint relating to your content, product or website, or a breach of the Publisher’s guidelines by content you provided or approved;
• the Publisher applied “nofollow,” “sponsored” or similar attributes or disclosure labels, which Publishers may do in accordance with their policies or applicable law;
• changes in search engine indexing, rankings or visibility of the Publisher page or your website, including manual actions or algorithmic changes;
• changes in third-party metrics, such as domain authority, domain rating, estimated traffic or other scores;
• your dissatisfaction with results, such as rankings, traffic or conversions; or
• the placement was provided free of charge, as a bonus or as a replacement for a previous placement, in which case the Replacement Period of the original placement applies and is not renewed.

6.6 Delivered Placements

Except as provided in Sections 6.3 and 6.4, payments for delivered placements are not refundable, because the Publisher’s work and our costs have been incurred on Delivery.

7. Platform Subscriptions

7.1 Cancellation

You may cancel a Subscription at any time in your Account settings or by emailing contact@aomarkdigital.com. Cancellation takes effect at the end of the current billing period, and you will retain access to paid features until then. You will receive a confirmation of your cancellation by email. No further charges will be made after cancellation.

7.2 Monthly Subscriptions

Monthly Subscription fees are not refundable, and we do not provide pro-rated refunds for partial months, except as set out in Sections 7.4 and 7.5.

7.3 Annual Subscriptions

If you purchase an annual Subscription for the first time, you may cancel it within 14 days after the purchase date and receive a full refund of the Subscription fee. After this period, annual Subscription fees are not refundable, and you will retain access until the end of the annual term, except as set out in Sections 7.4 and 7.5. This 14-day refund applies only to the Subscription fee and not to LinkBuilding Orders or other separately purchased items.

7.4 Renewals and Trial Conversions

If a Subscription renews, or a free trial converts into a paid Subscription, and you did not intend to continue, you may request a refund of that charge within 7 days after the charge date, provided that you have not used the paid features of the Platform since the charge. If these conditions are met, we will refund the charge in full and cancel the Subscription.

7.5 Pro-Rated Refunds

We will provide a pro-rated refund of the unused portion of a prepaid Subscription if:

• we terminate your Subscription for our convenience or discontinue the Platform;
• we remove a feature that is a material part of your Subscription without providing a reasonably equivalent feature, and you cancel for that reason as described in our Platform Terms of Use; or
• the Platform is materially unavailable for an extended period due to a cause within our control and we are unable to restore it within a reasonable time after you notify us.

7.6 Upgrades, Downgrades and Allowances

Pro-rated charges for upgrades are not refundable, except where Section 7.3 or 7.4 applies. Downgrades take effect at the start of the next billing period and do not give rise to a refund. Unused allowances, credits, words, generations or other usage units are not refundable and have no cash value.

7.7 Suspension and Termination for Breach

If we suspend or terminate your Account because you have breached our Platform Terms of Use or Terms of Service, including the Acceptable Use Policy, you will not be entitled to a refund of fees already paid, except where required by law.

8. Software

Our WordPress plugins that are made available free of charge do not involve any payment and are therefore not subject to refunds. If we offer paid Software, premium versions or licenses in the future, the applicable refund terms will be stated at the time of purchase.

9. Non-Conforming Services

If you believe that a Service or Deliverable does not conform to the Engagement Document or was not performed in a professional and workmanlike manner, you must notify us in writing within 30 days after the relevant Service was performed or Deliverable was delivered, describing the issue in reasonable detail. If we confirm that the Service or Deliverable does not conform, we will re-perform or correct it at no additional charge within a reasonable time. If we are unable to do so, we will refund the fees paid for the non-conforming portion. This is your exclusive remedy for non-conforming Services, as described in our Terms of Service, except where applicable consumer protection law provides otherwise.

10. Situations Not Eligible for a Refund

Except where required by law or expressly stated otherwise in this Policy, refunds are not provided in the following situations:

• dissatisfaction with results that we do not guarantee, such as rankings, traffic, leads, conversions, sales, return on advertising spend, email deliverability or third-party metrics;
• changes in search engine algorithms, advertising platform policies, account suspensions or other actions of third parties outside our control;
• delays caused by you, including failure to provide information, materials, access, approvals or payment on time, or an engagement closed after being on hold for more than 60 days as described in our Terms of Service;
• a change of mind after work has been performed or delivered;
• Services, Orders or Subscriptions terminated because of your breach of our Terms of Service or Platform Terms of Use, or because your business falls within a prohibited category;
• Third-Party Costs and advertising spend, as described in Section 5.5; and
• Services performed on the basis of inaccurate or incomplete information provided by you.

11. Credits

Where this Policy allows you to choose between a refund and a Credit, the choice is yours, and we will not issue a Credit instead of a refund without your agreement. Credits have no cash value, cannot be transferred, can be used only for our Services, Orders or Subscriptions, and expire 12 months after they are issued unless we state otherwise in writing or a longer period is required by law. Credits are not a stored-value product and do not represent funds held on your behalf.

12. Consumer Rights

If you purchase Services, Orders or Subscriptions as a Consumer, you have all rights granted to you by the mandatory consumer protection laws of your country or state of residence, and this Policy does not limit them.

• Consumers in the EEA, UK and Switzerland: you may have the right to withdraw from a contract within 14 days after it is concluded, without giving a reason. If you expressly requested that we start performance during the withdrawal period, you must pay a proportionate amount for the Services provided up to the time you notify us of your withdrawal. You lose the right of withdrawal once a Service has been fully performed, or digital content has been supplied, with your express prior consent and your acknowledgment that you would lose that right. To withdraw, send a clear statement to contact@aomarkdigital.com before the withdrawal period expires. We will reimburse any amount due within 14 days after receiving your notice, using the same payment method you used for the original transaction, unless you have expressly agreed otherwise, and you will not incur any fees as a result of the reimbursement.
• Consumers in the United States and other jurisdictions: if the law of your state or country gives you a cancellation or refund right that is more favorable than this Policy, that right applies.

13. Refund Method and Processing Time

13.1 Original Payment Method

Approved refunds are made to the original payment method and only to the person or entity that made the payment. We do not make refunds to third parties or to a different card or account, except where the original payment method is no longer available, in which case we will agree an alternative method with you after verifying your identity and account details.

13.2 Card Payments

Refunds of card payments are processed through Stripe. We will initiate the refund within 5 Business Days after approval. The refund usually appears on your statement within 5 to 10 Business Days after it is initiated, depending on your card issuer. We refund the full approved amount and do not deduct payment processing fees.

13.3 ACH and Wire Transfers

Refunds of ACH or wire payments are sent by bank transfer to the account from which the original payment was received. Before sending a refund, we will verify the account details with you through a known contact method, and we will not accept changes to bank details sent by email alone. We will send the refund within 10 Business Days after approval and verification. For international wire transfers, fees charged by intermediary or receiving banks, if any, are outside our control and may reduce the amount received.

13.4 Currency

Refunds are made in U.S. dollars, in the amount approved. We are not responsible for differences caused by exchange rate fluctuations or currency conversion fees charged by your bank or card issuer.

13.5 Confirmation

We will send you written confirmation when a refund has been initiated, including the amount, the payment method and, where available, a transaction reference.

14. Chargebacks and Payment Disputes

We want to resolve any billing issue quickly and fairly. Before disputing a charge with your card issuer or bank, please contact us at contact@aomarkdigital.com. Most issues can be resolved directly within the timeframes set out in Section 4, which is usually faster than a chargeback.

If you file a chargeback or payment dispute:

• we will suspend processing of any pending refund or cancellation request relating to the same payment, to avoid a double refund, and the dispute will be resolved through the card issuer or bank process;
• we may suspend the related Services, Orders, Subscriptions or Account while the dispute is pending, as described in our Terms of Service and Platform Terms of Use;
• we may provide evidence to Stripe, the card network or your bank, including your Engagement Document or checkout record, your acceptance of our terms, communications, content approvals, delivery reports, placement URLs, Account activity logs and records of any refunds already made; and
• if the dispute is decided in our favor, the amount remains payable, and if the charge relates to Services already provided, we may decline future engagements.

If a refund has already been issued for a transaction, we will inform the card issuer or bank in response to any later dispute of the same transaction. Nothing in this Section limits your right to dispute a charge that you did not authorize, or a charge for Services that were not provided, under applicable law or card network rules.

15. Escalation of Refund Decisions

If you disagree with our decision on a refund, cancellation or replacement request, you may ask for it to be reviewed by replying to our decision within 14 days and explaining why you disagree. The request will be reviewed by a manager who was not involved in the original decision, and we will send you the result of the review within 10 Business Days. If the matter is still not resolved, it will be handled in accordance with the dispute resolution provisions of our Terms of Service.

16. Changes to This Policy

We may update this Policy from time to time. The updated version will be posted on our Websites with a new Effective Date. Changes apply to purchases, renewals and Engagement Documents made after the Effective Date of the updated Policy. Purchases made before that date remain subject to the version of this Policy that was in effect at the time of purchase.

17. Contact Us

For cancellations, refund requests or questions about this Policy, please contact us:

• Company Name: Aomark Digital LLC
• Company Address: 75 E 3rd St, Sheridan, WY 82801, United States
• Website: https://aomarkdigital.com/
• Email: contact@aomarkdigital.com