Refund policy

A RemoteMarketer plan is a monthly or yearly subscription to a fixed number of specialist hours, as described in your written proposal and on the pricing page. We do not sell hours one-off. You pay for a period of reserved specialist time, and that time is planned and assigned to your account at the start of each period, whether or not you use it.

The service is described in writing before you pay: the plan, the hours, the specialist roles and the first-month task list are all in your proposal. If you no longer want the plan, you can cancel before your next billing date and no further renewal is charged.

By accepting a proposal you ask us to start the service straight away and acknowledge that, where the law allows, any statutory right of withdrawal or cooling-off period ends once the work has begun.

The following are not grounds for a refund, in whole or in part.

• Changing your mind or no longer needing the service.
• Hours not used during a paid period. Unused hours do not roll over and are not paid back.
• Results that differ from what you hoped for. Marketing results depend on your market, offer, budget and many factors outside our control, and no plan promises a specific number of leads, sales or rankings.
• Delays caused by missing access to your accounts, missing information or approvals on your side.
• Ad spend. It is paid by you directly to the ad platforms and never passes through us.
• Forgetting to cancel before a renewal date, or cancelling right after one.
• Buying the wrong plan or billing period. Plan changes take effect from the next billing cycle.
• Part-periods after cancellation. The plan runs to the end of the paid period and is never pro-rated.
• A renewal collected after one or more failed payment attempts, because the new period had already started.

We refund only where one of the following applies, where it can be evidenced, and only up to the affected charge.

• Duplicate charge. You were billed twice for the same period through a fault in our billing.
• Proven unauthorized charge. Someone used your card without your authority, you report it within 14 days, and the payment records confirm it. A claim alone is not enough, the evidence decides.
• Total failure of service. A confirmed fault on our side meant no work was delivered for a paid period, you told us at the time, and we could not resolve it.

A granted refund is limited to the amount you actually paid for the affected period, is issued to the original payment method only, and does not create a right to another refund.

Write to [email protected] within 14 days of the charge, from the email address on your account, and include the date and amount of the charge. Requests after 14 days are not considered. We review requests in the order received and reply in writing.

If you believe a charge is wrong, contact us first. Raising a chargeback without contacting us is a breach of the terms of service and ends the plan immediately.

Your plan renews automatically at the end of each period until you cancel. To cancel, write to [email protected] before your next billing date. Cancelling stops future renewals and the plan runs until the end of the period already paid for. Cancelling is not a refund request.

When a new period begins, the hours for that period are reserved for you and the payment is due. If a card payment fails, it is retried over the following days. Cancelling after the new period has begun stops the renewals after it, not the payment for the period that has already started.

For every plan we keep the accepted proposal, the plan and price, the date of acceptance, renewal notices, weekly reports and the hours logged. These records are what we assess a request against.

Questions about this policy go to [email protected].