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This page sets out what happens to fees when an engagement is cancelled, paused or ended. It applies to business clients and forms part of the Terms of Service.
An initial consultation and the conversation that leads to a proposal are free of charge and carry no obligation. Nothing is invoiced until a Scope of Work is signed. If you decide not to proceed, you owe nothing.
Where a Scope of Work has been signed and paid but no work has begun, you may cancel and receive a full refund. Tell us in writing at info@marketeragency.online before the start date.
Once work is under way, fees are payable for the work actually carried out to the date of cancellation.
We will always set out how the proportion was calculated, and share the work completed to that point.
Retainers run monthly and either side may end them with 30 days’ written notice, expiring at the end of a calendar month. During the notice period we continue to work normally — campaigns are not left unattended — and we prepare the handover described in section 7.
Where the Scope of Work sets a minimum term, notice may not expire before the end of it. Minimum terms exist only where the work genuinely needs time to show a result, such as SEO, and are always stated in the proposal before signature.
A retainer can be paused for up to two months by written agreement, for example around a seasonal shutdown. Fees are not charged during an agreed pause, but capacity is not guaranteed on return; we will confirm a restart date in writing.
If a Deliverable does not match the Scope of Work, tell us. We will correct it at no charge, over and above the revision rounds included. If we cannot bring it in line with what was agreed, we refund the fee for that Deliverable in full.
This is separate from performance. A campaign that was built and managed as agreed but did not hit its target is not a defective deliverable — marketing outcomes are not guaranteed, as the Terms of Service state plainly. What we do guarantee is that the work described will be done properly, and that we will tell you honestly when something is not working.
Whenever and however an engagement ends:
We do not withhold access, assets or data as leverage in a dispute over fees.
We may end an engagement where a brief turns out to fall under the Acceptable Use Policy, where we are asked to do something we consider misleading or unlawful, or where the working relationship has broken down. In those cases we refund all fees for work not yet carried out, and we give notice and a handover unless the reason makes that impossible.
Advertising budget is paid by you, directly to the platforms, on your own accounts. We never hold it, so there is nothing for us to refund. Unspent budget stays where it is — in your account, under your control.
Refunds are issued within 14 days of the amount being agreed, to the account the original payment came from, in the original currency, without any fee. How long it takes to arrive depends on your bank.
If you disagree with how a cancellation has been settled, write to info@marketeragency.online. We will set out the calculation in full and try to reach agreement. This does not affect your right to bring proceedings.