Refund Policy

Our commitment to transparency and fair business practices

Effective Date

This Refund Policy is effective as of January 1, 2024.

1. General Refund Policy

At ZORO Digital Marketing Agency, we are committed to delivering high-quality digital marketing services. Due to the nature of our digital marketing services, refunds are handled on a case-by-case basis according to the terms outlined below.

2. Service Categories and Refund Terms

2.1 Setup and Strategy Services

  • Initial strategy development and setup work is non-refundable once delivered
  • If services have not commenced, a full refund may be available within 48 hours of payment
  • Partial refunds may be considered if less than 25% of the work has been completed

2.2 Monthly Retainer Services

  • Monthly retainer fees are billed in advance and are non-refundable
  • Services can be cancelled with 30 days written notice
  • No refunds will be provided for partial months of service
  • Any ongoing campaigns or work will be completed within the notice period

2.3 Project-Based Services

  • Project payments are typically non-refundable once work has commenced
  • Milestone-based projects may be eligible for partial refunds for uncompleted milestones
  • Completed deliverables will not be subject to refund

2.4 Advertising Spend

  • Third-party advertising costs (Google Ads, Facebook Ads, etc.) are non-refundable
  • These costs are passed directly to the advertising platforms
  • Management fees for advertising campaigns follow the monthly retainer refund policy

3. Refund Request Process

  1. Submit a written refund request to support@zoro-agency.com
  2. Include your account details, invoice number, and reason for the refund request
  3. Provide any supporting documentation or evidence
  4. Allow 5-7 business days for our team to review your request
  5. We will respond with our decision and next steps
  6. If approved, refunds will be processed within 10-14 business days

4. Exceptional Circumstances

Refunds may be considered in exceptional circumstances, including but not limited to:

  • Failure to deliver agreed-upon services within the specified timeframe
  • Services that materially differ from what was agreed upon in the contract
  • Technical issues on our end that prevent service delivery
  • Breach of contract by ZORO Digital Marketing Agency

5. Non-Refundable Items

The following items are strictly non-refundable:

  • Third-party software licenses and subscriptions purchased on your behalf
  • Domain registrations and hosting fees
  • Third-party advertising spend
  • Completed work products and deliverables
  • Time spent on consultation and strategy sessions

6. Refund Methods

Approved refunds will be processed using the same payment method used for the original transaction. If the original payment method is no longer available, alternative arrangements will be made.

7. Dispute Resolution

If you disagree with our refund decision, you may request a review by our senior management team. All disputes will be handled in accordance with the dispute resolution procedures outlined in our Terms of Service.

8. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.

Contact Information

If you have any questions about this Refund Policy or need to request a refund, please contact us:

Email: support@zoro-agency.com

Address: Business Park, Dubai South Free Zone, Dubai, United Arab Emirates