This Cancellation and Refund Policy (“Policy”) governs all transactions between Secure Online Reputation (“Company,” “We,” “Our,” or “Us”) and any individual or entity (“Client” or “You”) engaging our professional services. By entering into a Service Agreement, approving a Scope of Work, or making any payment to the Company, the Client acknowledges and agrees to the terms set forth herein.

1. DEFINITIONS

  1. Scope of Work (SOW): The mutually agreed document outlining project deliverables, timelines, and payment milestones.
  2. Milestone: Defined phase of the project with specific deliverables and corresponding payment obligations.
  3. Execution Phase: Period during which the Company actively performs tasks per the approved SOW.
  4. Refund Request: Formal written request sent by the Client to the Company seeking a refund of payments made.
  5. Working Days: Monday through Friday, excluding public holidays.

2. PROJECT PLANNING AND INITIATION

  1. Each project begins with a comprehensive Discovery and Analysis Phase, leading to the formulation of a detailed SOW mutually approved by both parties.
  2. This process ensures full understanding of project deliverables, reducing the potential for disputes, cancellations, or reversals.
  3. The Company generally requires an advance payment of up to thirty percent (30%) of the total project value to initiate work. This amount covers initial research, planning, milestones and administrative setup

3. ADJUSTMENTS, ALTERNATIVE SOLUTIONS, AND REFUND REQUESTS

  1. In the event of unforeseen project challenges, the Company will first offer reasonable alternative solutions, including adjustments to scope or revised timelines.
  2. If mutual resolution is not possible, the Client may submit a formal Refund Request via email to: [email protected] or via direct point of contact of the project. 
  3. Upon receipt, the Company shall:
    1. Review the project’s current status and completed milestones;
    2. Determine the refundable balance, if any, based on work completed and costs incurred; and
    3. Process the approved refund within thirty (30) working days.
  4. Once processed, refunds generally reflect in the Client’s bank account within five to seven (5–7) working days, subject to the Client’s banking institution.

4. REFUND ELIGIBILITY AND LIMITATIONS

  1. Refunds are not applicable for work already completed or for deliverables that have entered the execution or milestone phase.
  2. If a project is terminated by mutual agreement, the Client shall retain ownership of all completed work; however, all prior payments shall remain non-refundable.
  3. Once the Client approves the SOW and the project enters the Execution Phase, There is already milestones has been completed no refunds shall be granted.
  4. Partial refunds are not available for projects midway through a milestone phase.

5. NON-CANCELLABLE AND PROMOTIONAL SERVICES

  1. Special promotional offers, discounts, or limited-time engagements are non-cancellable and non-refundable.
  2. Online Reputation Management (ORM) packages are non-refundable, but Clients may cancel future renewals by submitting a written notice thirty (30) days in advance.

6. ABANDONED OR DORMANT PROJECTS

  1. A project shall be deemed abandoned if the Client fails to respond to communication or provide required inputs for thirty (30) consecutive days after the last correspondence.
  2. In such cases, the project will be closed without further notice and all payments made will be forfeited to cover time, resources, and administrative costs incurred.

7. DISPUTE RESOLUTION

  1. Both parties agree to resolve disagreements or claims related to this Policy through amicable communication and mutual negotiation prior to third-party intervention.
  2. Clients may contact Customer Support at [email protected] for assistance prior to initiating external disputes, complaints, or chargebacks.
  3. The Company reserves the right to suspend services or withhold deliverables if a dispute or chargeback is initiated without prior communication.

8. GENERAL TERMS

  1. This Policy is governed and construed in accordance with the laws of the jurisdiction in which the Company operates.
  2. The Company reserves the right to amend, modify, or update this Policy at any time. The latest version will be available on the Company’s official website.
  3. By engaging with the Company’s services, the Client acknowledges that they have read, understood, and agreed to this Policy.