Legal Document
I aim to deliver exceptional results on every project. This policy explains exactly when refunds apply, what falls outside refund eligibility, and how to raise a request — so there are no surprises when you engage my SEO and digital marketing services.
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I take pride in the quality of every service I deliver. In the event that a service does not meet the agreed scope or standard, I will always work to resolve the issue in the first instance. Where resolution is not possible, the following circumstances may qualify for a refund:
Service not delivered — if I fail to deliver an agreed service within the timeframe specified in the project agreement, you may be eligible for a full or partial refund proportionate to the undelivered work
Significant deviation from agreed scope — if the deliverable is materially different from what was agreed in writing at the point of engagement, a refund request may be considered
Duplicate payment — if you are charged more than once for the same service due to a billing error, the duplicate amount will be refunded in full without requiring a formal request
Important: SEO is an ongoing, results-oriented discipline. Refunds are not issued on the basis of ranking outcomes alone, as search engine results are determined by Google and Bing — not by me. Please refer to my Disclaimer for full details on result limitations.
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Refunds will not be issued in the following circumstances:
Change of mind — once a project has commenced and work has begun, a change of mind or business direction does not constitute grounds for a refund
Completed and delivered work — services that have been fully completed and delivered as agreed are non-refundable, regardless of subsequent decisions by the client
Ranking fluctuations — natural movement in search engine rankings — including those caused by algorithm updates — does not qualify as a service failure and is not eligible for a refund
Late refund requests — requests submitted outside the window specified in Section 3 will not be considered unless exceptional circumstances can be demonstrated
Third-party costs — any fees paid to third-party platforms, tools, or services on your behalf (e.g. Google Ads spend, domain registrations, hosting) are non-refundable
Client delays or non-cooperation — where project delays or incomplete outcomes result from the client’s failure to provide necessary access, content, or approvals, no refund will be due
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To be considered, all refund requests must be submitted within 7 days of the service delivery date or the date on which the issue was reasonably discoverable. Requests submitted after this period will not be accepted, except in cases of duplicate billing errors which will be resolved at any time upon identification.
To initiate a request within the window, please contact me directly via the contact page with full details of your concern.
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If you believe you are entitled to a refund under the terms above, here is how the process works:
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Submit your request — email me at info@bigseo.net with your name, the service purchased, the date of purchase, and a clear description of the issue. The more detail you provide, the faster I can assess your case.
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Review and response — I will acknowledge your request within 2 business days and aim to provide a full response within 5 business days. Where further information is needed, I will reach out to you directly.
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Resolution or refund — if your request is valid, I will first offer to remedy the issue at no additional cost. Where this is not feasible, an approved refund will be processed to the original payment method within 7 business days of approval.
Please note: Processing times may vary depending on your payment provider. Once issued from my side, please allow up to 10 business days for the refund to appear in your account, in accordance with standard card network refund timelines.
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In cases where only a portion of a service was not delivered or did not meet the agreed standard, a partial refund may be issued. The refund amount will be calculated proportionally based on the value of the undelivered or unsatisfactory portion relative to the total project fee.
Partial refunds are assessed on a case-by-case basis. I will always aim to resolve issues through rework or remediation before a partial refund is considered. All partial refund decisions will be communicated clearly in writing.
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For monthly retainer arrangements — such as ongoing Local SEO management or Google Business Profile optimisation — the following terms apply:
Work already rendered — no refund will be issued for any month in which services have already been performed and delivered, even if the client wishes to cancel mid-cycle
Cancellation notice — to avoid being billed for a subsequent month, cancellation must be requested before the next billing date. I ask for a minimum of 7 days’ written notice
Prepaid retainers — where a retainer has been paid in advance for a future period in which no work has commenced, the unused portion may be refunded at my discretion upon written request
Retainer terms are always detailed explicitly in the service agreement signed at the start of each engagement. In any conflict between this policy and a signed agreement, the signed agreement takes precedence.
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If you are dissatisfied with the outcome of a refund request, I encourage you to contact me directly so we can resolve the matter through open discussion. I take client satisfaction seriously and will always make a genuine effort to reach a fair outcome.
Where a dispute cannot be resolved amicably, you may seek independent advice or escalate through the appropriate consumer protection channels in your jurisdiction. For clients based in the UK, the Citizens Advice consumer service provides free, impartial guidance on your rights.
For full terms of engagement, please also review my Service Agreement. Any questions? Contact Me.
For consumer rights guidance, you can refer to the FTC Consumer Information resource.
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For any questions about this Refund Policy, or to submit a refund request, please get in touch directly:
Email: info@bigseo.net
Website: www.bigseo.net
52-A Commercial, Mezzanine Floor, Phase 6, DHA Lahore, Pakistan
For general project enquiries, visit my contact page.
Ready to rank where it counts? Get in touch and let’s discuss how I can help your business dominate local search.
Clear project scope agreed in writing before work begins
Transparent billing — no hidden fees or surprise charges
Fair, straightforward refund process if something goes wrong
All refund decisions communicated clearly in writing