Effective Date: December 22, 2024

At Urbaan LLC (“Urbaan,” “we,” “us,” or “our”), we are committed to providing high-quality digital marketing agent services. This Refund Policy outlines the terms and conditions for refunds and cancellations.

1. Service-Based Refund Policy

As a digital marketing agency providing professional services, our refund policy is structured around the nature of the work performed:

1.1 Completed Work

Services that have been completed and delivered are non-refundable. This includes but is not limited to:

  • Completed SEO audits and reports
  • Published content and marketing materials
  • Delivered website development work
  • Executed advertising campaigns
  • Completed social media management services
  • Delivered email marketing campaigns

1.2 Work in Progress

For ongoing projects or services:

  • You will be charged only for the work completed up to the cancellation date
  • Any advance payments for uncompleted work will be refunded on a pro-rata basis
  • A detailed breakdown of completed work will be provided

2. Refund Eligibility

Refunds may be considered in the following circumstances:

2.1 Service Not Delivered

If we fail to deliver the agreed-upon services as outlined in your service agreement, you may be eligible for a full or partial refund.

2.2 Service Quality Issues

If the delivered services do not meet the specifications outlined in your service agreement, we will first attempt to correct the issues. If correction is not possible or satisfactory, a partial refund may be considered.

2.3 Technical Errors

If you are charged incorrectly due to a technical or billing error, we will issue a full refund of the incorrect charge.

3. Non-Refundable Services

The following are non-refundable:

  • Third-party costs (advertising spend, domain registrations, premium tools, etc.)
  • Custom work that has been delivered and meets the agreed specifications
  • Services used or consumed (e.g., hours of consultation, completed research)
  • Setup fees and onboarding costs
  • Services provided more than 30 days prior to the refund request

4. Cancellation Policy

4.1 Client-Initiated Cancellation

  • Clients may cancel services at any time by providing written notice via email to info@urbaan.net
  • Cancellation takes effect 5 business days after we receive your written notice
  • You will be billed for all work completed up to the effective cancellation date
  • Monthly retainer clients must provide 30 days’ notice for cancellation

4.2 Urbaan-Initiated Cancellation

We reserve the right to terminate services if:

  • Payment is not received according to the agreed schedule
  • Client violates our Terms of Service
  • Client provides false or misleading information
  • Continuation of services would violate applicable laws

5. Refund Request Process

To request a refund:

Step 1: Submit Request

  • Email your refund request to info@urbaan.net
  • Include your account information, invoice number, and reason for refund
  • Provide supporting documentation if applicable

Step 2: Review Process

  • We will review your request within 5-7 business days
  • We may contact you for additional information
  • You will receive a written response regarding the decision

Step 3: Refund Processing

  • Approved refunds will be processed within 10-14 business days
  • Refunds will be issued to the original payment method
  • You will receive a confirmation email once the refund is processed

6. Refund Timeframe

  • Review Period: 5-7 business days to review your refund request
  • Processing Time: 10-14 business days after approval
  • Bank Processing: Additional 3-5 business days depending on your financial institution
  • Total Time: Typically 15-25 business days from request to receipt

7. Monthly Subscription Services

For monthly subscription or retainer services:

  • Cancellations must be submitted before the next billing cycle
  • No refunds for the current month’s subscription
  • Access to services continues until the end of the paid period
  • No partial refunds for unused time within a billing cycle

8. Project-Based Services

For one-time or project-based services:

  • Deposits are non-refundable once work has commenced
  • Refunds calculated based on percentage of project completion
  • Final deliverables must be returned or deleted upon refund
  • Milestone payments are non-refundable once that milestone is completed

9. Advertising and Marketing Spend

  • Third-party advertising costs (Google Ads, Facebook Ads, etc.) are non-refundable
  • These costs are paid directly to the advertising platforms
  • Management fees may be refundable based on service delivery
  • Unused advertising budget will be returned or applied as credit

10. Exceptional Circumstances

In cases of extraordinary circumstances (serious illness, business closure, force majeure), we may consider exceptions to this policy on a case-by-case basis. Please contact us to discuss your situation.

11. Dispute Resolution

If you are not satisfied with our refund decision:

  • Request a review by contacting our management team
  • Provide additional documentation supporting your case
  • We will conduct a secondary review within 7 business days
  • Final decisions will be communicated in writing

12. Chargebacks

Initiating a chargeback without first contacting us may result in:

  • Immediate suspension of services
  • Legal action to recover costs
  • Prohibition from using our services in the future

We encourage you to work with us directly to resolve any payment disputes.

13. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after changes constitutes acceptance of the modified policy.

14. Contact Us

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

Business Hours :

  • Monday to Friday: 9:00 AM – 6:00 PM
  • Saturday: 10:00 AM – 4:00 PM
  • Email: info@urbaan.net
  • Phone: +1 (307) 3105745