Refund Policy

Overview

SU Digital Marketing LLC is committed to delivering high-quality digital marketing consulting services and to maintaining transparent, fair billing practices. This Refund Policy describes our policies regarding deposits, monthly service fees, consulting session payments, cancellations, and refund eligibility for all services provided by SU Digital Marketing LLC.

We encourage all prospective clients to review this policy carefully before engaging our services. By making a payment to SU Digital Marketing LLC, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy.

1. Project Deposits

Project-based engagements — including website SEO audits, one-time content projects, campaign setup, and other defined-scope deliverables — require a deposit of 50% of the total project fee upon commencement of work. This deposit covers the initial discovery, research, strategy development, and early deliverable phases of the project.

Project deposits are non-refundable once work has commenced. Work is considered commenced when we have begun any of the following: discovery calls, account access reviews, keyword research, competitive analysis, content outlines, technical audits, or any other preparatory or strategic work related to the project.

If a Client cancels a project before any work has commenced — meaning before any discovery, research, or strategy work has been initiated — we will refund the deposit in full, less a $75 administrative processing fee. To qualify for a pre-commencement refund, the Client must notify us in writing within 48 hours of making the deposit payment.

The remaining 50% balance of project fees is due upon delivery of final deliverables or project completion. If a Client terminates a project after commencement but before completion, they are responsible for payment of all work completed through the termination date, calculated at our standard hourly rate of $125/hour, up to the total project fee.

2. Monthly Marketing Services

Ongoing monthly marketing services — including SEO retainers, Google Ads management, social media management, content marketing programs, and email marketing — are billed monthly in advance. Monthly service fees cover the planning, execution, reporting, and optimization work performed during that billing period.

Monthly service fees are non-refundable once the billing period has begun. Because we begin work on monthly deliverables immediately upon the start of each billing cycle — including campaign management, content creation, reporting preparation, and optimization activities — we are unable to provide refunds for monthly fees once the billing period has started.

Clients may cancel monthly services at any time with 30 days written notice. The cancellation will take effect at the end of the current billing period following the 30-day notice period. No additional fees are charged for cancellation beyond the current billing period's service fee.

If a Client cancels monthly services and has prepaid for multiple months in advance, we will refund the unused prepaid months in full, provided that notice is given with at least 30 days remaining in the current billing period.

3. Consulting Sessions

Individual consulting sessions — including strategy consultations, marketing audits, training sessions, and one-time advisory calls — are typically paid prior to or at the time of the session. Session fees cover the consultant's preparation time, the session itself, and any follow-up summary or action plan delivered afterward.

Cancellation with more than 24 hours notice: If you cancel or reschedule a consulting session with more than 24 hours notice prior to the scheduled start time, we will provide a full refund of the session fee or apply the payment as a credit toward a rescheduled session, at your preference.

Cancellation with less than 24 hours notice: Cancellations made within 24 hours of the scheduled session start time are subject to a cancellation fee equal to 50% of the session fee. The remaining 50% may be applied as a credit toward a rescheduled session.

No-shows: If a Client fails to attend a scheduled consulting session without any prior notice, the full session fee is forfeited and no refund or credit will be issued.

4. Cancellation Policy

To cancel any ongoing service, the Client must provide written notice via email to richardsu@sudigimark.com. Verbal cancellations are not accepted. The cancellation notice must clearly identify the services being cancelled and the desired effective cancellation date.

For month-to-month retainer services, a 30-day written notice period is required. The service will continue through the end of the billing cycle following the 30-day notice period. For example, if notice is provided on the 15th of the month, the service will continue through the end of the following month.

Upon cancellation, we will provide the Client with all completed deliverables, transfer account access, and compile a summary of work completed. We are not responsible for any decline in marketing performance following termination of our services.

5. Refund Eligibility

Refunds may be considered in the following limited circumstances:

• Duplicate Payments: If a Client is charged twice for the same service due to a billing system error, the duplicate charge will be refunded in full within 5 business days of identification.
• Service Not Rendered: If SU Digital Marketing LLC fails to deliver agreed-upon services within the timeframe specified in the proposal due to our own error or failure, the Client may request a pro-rated refund for the undelivered portion of services.
• Pre-Commencement Project Cancellation: As described in Section 1, project deposits may be refunded less a $75 administrative fee if cancellation occurs within 48 hours of payment and before any work has commenced.
• Prepaid Unused Monthly Services: As described in Section 2, unused prepaid monthly service periods may be refunded upon proper cancellation notice.

Refunds will not be issued based on dissatisfaction with marketing results, changes in business direction, budget constraints, or competitive market conditions. Digital marketing results are inherently variable and are influenced by factors outside our control. Our commitment is to apply best practices diligently — not to guarantee specific outcomes.

6. Completed Services

No refunds will be issued for services that have been fully delivered and accepted by the Client. This includes completed SEO audits, delivered content pieces, completed Google Ads campaign setups, completed website copy projects, and any other services for which the Client has received and accepted the deliverables.

If a Client has concerns about the quality of a completed deliverable, they should contact us within 7 days of delivery. We will review the concern and, where appropriate, provide revisions within the scope of the original engagement. Quality concerns raised after 7 days of delivery acceptance may not be eligible for revision at no additional cost.

7. Subscription Services

Some of our services are structured as recurring monthly subscriptions. These subscriptions auto-renew each month unless cancelled with 30 days written notice as described in Section 4. Clients are responsible for managing their subscription status and providing timely cancellation notice.

We will send invoice notifications at least 5 business days prior to each recurring billing date. If a Client wishes to cancel prior to the next billing cycle, cancellation notice must be received before the invoice due date. Cancellations received after the billing date has passed will take effect at the end of the subsequent billing cycle.

8. Chargebacks and Payment Disputes

We ask that Clients contact us directly to resolve any billing concerns before initiating a chargeback through their bank or credit card company. Most billing issues can be resolved quickly through direct communication. We are committed to fair billing practices and will investigate and correct any legitimate billing errors promptly.

If a Client initiates a chargeback for services that were legitimately rendered in accordance with the agreed proposal and these Terms, we reserve the right to: (a) suspend all active services immediately pending resolution; (b) provide documentation of services rendered to the payment processor in dispute of the chargeback; and (c) pursue recovery of the disputed amount plus any associated chargeback fees through available legal remedies.

Fraudulent chargebacks — chargebacks filed for services that were clearly rendered as agreed — may result in permanent termination of the client relationship and may be reported to relevant authorities.

9. Billing Disputes

If you believe you have been incorrectly billed, please contact us within 30 days of the invoice date by emailing richardsu@sudigimark.com with the subject line "Billing Dispute — [Invoice Number]." Please include a description of the discrepancy and any supporting documentation.

We will investigate all billing disputes and respond within 5 business days. If a billing error is confirmed, we will issue a corrected invoice or credit memo within 10 business days. Billing disputes raised more than 30 days after the invoice date may not be eligible for adjustment.

10. Exceptions

We recognize that exceptional circumstances sometimes arise. In cases of documented medical emergencies, natural disasters, or other extraordinary events that prevent a Client from participating in scheduled services, we will consider requests for refunds or credits on a case-by-case basis. Such requests must be submitted in writing with supporting documentation within 14 days of the event.

We do not consider the following as grounds for refund exceptions: changes in business strategy, hiring of an internal marketing team, selection of a different marketing agency, budget reductions, economic downturns, or dissatisfaction with organic search results that are influenced by factors outside our control.

Contact Information

For refund requests, cancellations, or billing inquiries, please contact us:

We aim to respond to all refund and billing inquiries within 2 business days. Our office hours are Monday through Friday, 9:00 AM to 6:00 PM Pacific Standard Time.