At Mohcky Agency, we strive for excellence and clarity in everything we do. Our Cancellation and Refund Policy is structured to ensure that our clients have a seamless and fair experience. We believe in clear communication and transparency, which is why we’ve outlined all the essential details regarding cancellations and refunds in this policy.
1. Project Cancellation by Client
We understand that business needs can evolve and change. If you need to cancel a project with us, we’ve made the process as straightforward as possible:
Before Work Begins
If you decide to cancel the project before any work has been started, we will issue a full refund of the amount paid. However, please note that any administrative fees or processing charges may be deducted to cover the cost of securing the project.
After Work Has Started
Once we begin work on your project, cancellation will result in a partial refund. The refund will be based on:
- The amount of work already completed.
- Resources invested, including time, tools, and technology used.
- Non-refundable costs that have been incurred (e.g., subscriptions, licenses, third-party fees, etc.).
The refund will be calculated in a fair and transparent manner. You will receive a detailed report of the work that has been done and how the refund was determined. For any service that’s beyond the point of initial planning or design, we will also consider the industry-standard costs for work already completed.
Important: Please note that you will still be responsible for payments for any work that has already been completed, even if you decide to cancel. We recommend discussing any concerns or hesitations with us before the project begins to avoid any potential misunderstandings.
2. Project Cancellation by Mohcky Agency
While we make every effort to ensure that the relationship is mutually beneficial, there may be rare instances where Mohcky Agency needs to cancel a project due to unforeseen circumstances or violation of the agreed terms. In such cases, we will take the following actions:
- Notification & Explanation: You will receive a detailed explanation for why the cancellation is necessary. We will make every effort to communicate and resolve any issues to the best of our ability before taking this step.
- Refund: If your project is cancelled by Mohcky, we will issue a refund for any portion of the project that has not yet been worked on. For example, if we cancel the project midway through the timeline, you will only be charged for the work we have completed and the costs incurred.
- Transition Assistance: We will offer assistance in transitioning any work to another provider if needed, ensuring minimal disruption to your business. We will be happy to provide relevant documentation, work files, and other assets to help you continue with your goals.
We take our commitment to clients seriously and only cancel projects in cases of unavoidable circumstances or breaches of our Terms of Service.
3. Refunds for Retainer or Monthly Services
For clients on ongoing services like SEO, Content Marketing, or App Store Optimization, our refund policy varies based on the type of service. Since these are recurring services, we have more specific terms:
Monthly Retainers
Clients on monthly retainers are required to give at least 15 days’ notice if they wish to cancel the retainer. This allows us to adjust schedules and resources accordingly. If you cancel the retainer before the end of a billing cycle, the remaining services will not be charged for, but no partial refunds will be provided for the current month.
Annual Contracts
For clients on annual contracts or discounted plans, early cancellation will result in a pro-rata refund, which is the amount you have paid for unused services. If a client cancels before the contract term is completed, the refund will reflect the balance for the remaining months after any discounts applied.
No Refunds for Active Billing Cycles: Once a new billing cycle begins, you are committed to the full month. Refunds will not be issued for any part of the month, but we will work to ensure that the service is valuable and effective for you during this period.
4. Non-Refundable Services
Certain services are non-refundable once they are initiated or completed due to the nature of the work involved. These include services that require significant upfront investment, or those that are intangible once delivered:
- Wikipedia Page Creation: Due to the research, planning, and content creation involved, refunds are not available once the work has started.
- Content already written or delivered: Once content is delivered (e.g., blogs, articles, web copy, etc.), it is considered completed. Revisions are available as per the contract terms, but no refund will be issued.
- Paid Ads or Campaigns Launched: For any campaigns that involve paid advertising, such as Google Ads, Facebook Ads, etc., no refunds are issued once ads are launched or payments are made for campaigns.
- SEO or ASO Work Completed: Any work that has been done within an active billing cycle, including optimization or analytics work, is non-refundable.
- Third-Party Costs: This includes any payments made on behalf of the client, such as hosting fees, software subscriptions, or paid tools.
We will always inform you of non-refundable services before they are initiated so you are aware of what is included and what is not.
5. Refund Processing
Once a refund has been approved, we will begin the process of issuing the refund immediately. Refunds will be processed and credited to the original payment method used at the time of purchase. The typical processing time for refunds is between 10 to 15 business days, depending on your payment provider.
In some cases, third-party payment providers (e.g., PayPal, Stripe, etc.) may require additional time for processing, and we ask for your patience in these instances. You will receive an official email confirmation once the refund is completed.
6. Dispute Resolution
We understand that there might be concerns or disagreements regarding the services or the policy terms. If you feel that you are entitled to a refund, or if you have any concerns regarding our services, please reach out to us as soon as possible.
- Contact Us: We encourage you to contact your account manager directly or email us at info@mohckyagency.com. We will address your issue promptly and fairly.
- Review & Response: We will review all refund requests and disputes thoroughly and respond within 5 business days. We aim to resolve all disputes amicably and to your satisfaction.
At Mohcky Agency, our goal is to provide exceptional digital marketing services with a transparent and fair approach. Our Cancellation and Refund Policy ensures that you’re always clear about your options. Whether you need to cancel a project, adjust a retainer, or request a refund, we’re committed to providing a fair and smooth process that respects your business needs.
We believe in open communication and mutual respect, and we strive to maintain a strong, trusting relationship with each client. If you have any questions about this policy, please don’t hesitate to reach out to us at any time.