Refund & cancellation policy.

Overview

Northmark provides SEO services. Because the value of our work is in professional time, research and delivered documents rather than physical goods, this policy sets out clearly when a refund is available and when it is not, so there are no surprises on either side.

We are a small firm and we would rather part on good terms than argue over a fee. If your situation does not fit neatly into what is described below, email [email protected] and we will find a fair answer.

SEO audit ($150, one-off)

Before work has started. If you cancel before we have started the audit (typically within 24 hours of payment), we will refund you in full, less any non-refundable payment processing fees charged by our payment provider.

Once work has started. The audit involves several hours of specialist time using paid tools before you see a deliverable, so once we have started work the fee is non-refundable. If you cancel mid-audit we will send you whatever partial findings we have completed to that point.

If the audit is not delivered on time. If we fail to deliver the audit report within ten (10) working days of receiving the access we need from you, you may request a full refund and we will provide one.

If you are not satisfied with the audit. Tell us within seven (7) days of delivery. We will meet with you, hear the specifics, and where the concern is reasonable we will either revise the deliverable at no additional cost or refund up to 50% of the fee at our discretion. This is in addition to any rights you have by law.

Monthly retainers ($280 and $450 plans)

Monthly retainers are billed in advance for the coming month.

Cancellation. You may cancel a rolling monthly retainer at any time by giving written notice by email to [email protected]. Your cancellation takes effect at the end of the current billing month. We will deliver the remaining work in that month unless you ask us to stop.

Minimum terms. The Full SEO programme includes a three-month minimum initial term, because meaningful SEO work is hard to prove out in less than that. If you cancel within the minimum term, the remaining months of that term are still payable unless we agree otherwise in writing.

No pro-rata refund of the current month. Because our monthly work is scheduled and often front-loaded (research and technical fixes early in the month, publishing later), we do not refund partial months. If you cancel on day two of a month, you still receive delivery for that month.

Unused monthly deliverables. Monthly deliverables (for example, the two pages included in the Essential plan) are used within the month they are billed for and do not roll over.

Late delivery on a retainer

If in any month we deliver materially less than the scope described in your Order, and the shortfall is our fault rather than caused by delays or missing access from your side, we will either extend delivery into the following month at no extra cost or credit a proportionate share of the fee to your next invoice. We will not both extend and credit for the same shortfall.

When refunds are not available

Refunds are not available in the following circumstances:

• You cancel after the audit has been started (see Section 2).
• You cancel during a minimum initial term without our agreement.
• Rankings, traffic or revenue do not move as much as you hoped, in the absence of a specific written guarantee in your Order. Search results depend on factors outside our control and we do not guarantee outcomes (see the SEO disclaimer in our Terms of Service).
• You made changes to your website that reversed, blocked or damaged our work, and the results you are unhappy with are traceable to those changes.
• The shortfall you are pointing to is because you did not provide access, information or approvals we needed on time.
• You have breached our Terms of Service.

How to request a refund

Email [email protected] with the subject line "Refund request", the invoice number or date of payment, and a short description of what you are asking for and why.

We will confirm receipt within one working day and reply with a decision within seven working days. Approved refunds are made to the original payment method within ten working days of approval. Refund times on your side depend on your card issuer or bank.

Chargebacks

If you have a concern about a payment, please contact us before raising a chargeback with your card issuer. Chargebacks initiated without giving us a chance to resolve the issue may result in immediate suspension of services and are treated as a material breach of our Terms of Service.

Changes to this policy

We may update this Refund Policy from time to time. Changes apply to purchases made on or after the "Last updated" date; purchases made before that date are governed by the version in effect on the date of purchase.

Contact

Questions about a refund? Email [email protected].