Refund & Cancellation Policy

Neve SMMA Pro · Version 1.0 · Last updated 14 October 2026

This policy explains when you may cancel an engagement with Neve SMMA Pro and when a refund is due. It forms part of our Terms of Service.

Ongoing retainers

  • Monthly plans (Starter, Growth and Scale: paid social management, ad creative production and measurement) are billed monthly in advance as a flat fee by ad-spend band.
  • You may cancel at any time by giving 30 days' written notice to [email protected].
  • After notice is given, the current billing period is completed and delivered in full, and no further invoice is raised.
  • Because we buy, test and report on your account continuously through each month, a month already begun is not refunded pro rata.
  • Plans run month to month with no minimum term. Any term is stated on the pricing page and in your engagement letter before you commit.

Fixed-fee projects (audits, diagnostics)

  • If you cancel before work begins on your ads audit, you receive a full refund within 14 days.
  • If you cancel after work has begun, we invoice for work completed to that point (for example, the review of your ad account, ads and pixel) and refund the balance.
  • Once the final deliverable has been sent (the ranked list of fixes and the recorded video walkthrough), the fee is non-refundable, because the deliverable cannot be returned.

If we do not deliver

If we fail to deliver what your engagement letter describes, such as the number of ad creatives in your plan, the monthly report or the agreed account management, tell us at [email protected]. We will either complete the work or refund the portion covering what was not delivered. This is in addition to your statutory rights.

Consumer right of withdrawal

Where you contract with us as a consumer and the law grants a withdrawal period, you may withdraw within 14 days of the contract being formed. If you asked us to start during that period, we may charge for what was performed before you withdrew.

What is not refundable

  • Third-party costs already committed on your behalf (advertising spend paid to Meta, TikTok or YouTube, paid placements, licensed data, tools). Ad spend is paid by you directly to the platforms and is never part of our fee.
  • Work completed and delivered to the agreed brief where the objection is to results rather than to delivery, including ad creatives delivered as briefed (pay-as-you-go creatives included). Reach, engagement, ROAS, contribution margin and ad performance depend on platforms and factors outside our control, and we do not guarantee specific results.

How to request a refund

Email [email protected] with your invoice number and the reason. We acknowledge within 2 business days and resolve within 14 days. Approved refunds are returned to the original payment method.

Contact

Neve SMMA Pro

733 Grand Canal, 92620 California, United States

[email protected]

Support hours: Monday–Friday, 9:00 am – 6:00 pm ET