Effective Date: September 1, 2026

At Web Pivots, we are committed to providing high-quality digital marketing, SEO, web development, design, and related digital services. Because our services involve professional time, expertise, planning, research, development, and other resources, our refund and cancellation terms depend on the type and stage of the service purchased.

By purchasing our services, you acknowledge and agree to the terms outlined below.

1. Digital Services

Most services provided by Web Pivots are customized digital services rather than physical products. These may include:

  • Search Engine Optimization (SEO)
  • Local SEO
  • Technical SEO
  • AEO/GEO services
  • Website design and development
  • Website maintenance
  • Digital marketing
  • Content creation
  • Website audits and consulting
  • Branding and graphic design
  • E-commerce services
  • Digital strategy and consulting
  • Other customized digital services

Because these services require resources to be allocated and work to begin, payments are generally non-refundable once work has commenced, unless otherwise agreed in writing.

2. Deposits and Initial Payments

Where a project requires an upfront deposit or initial payment, that payment secures project resources and allows Web Pivots to begin work.

Once work has commenced, the deposit is generally non-refundable.

If a project has not yet started, Web Pivots may, at its discretion, approve a refund of an unused portion of the payment after deducting any applicable administrative, transaction, preparation, or third-party costs.

Any approved refund will be processed using the original payment method where reasonably possible.

3. Monthly and Recurring Services

For ongoing services such as SEO, digital marketing, website maintenance, or other monthly retainers:

  • Fees are charged for the agreed service period.
  • Once the service period has started, the payment for that period is generally non-refundable.
  • Cancellation will normally take effect at the end of the current paid service period unless a different arrangement has been agreed in writing.
  • Cancelling a recurring service does not automatically entitle the client to a refund for services already delivered or work already performed.

Any specific notice or cancellation requirements stated in the applicable service agreement or quotation will take precedence.

4. Project Cancellation

A client may request cancellation of a project by contacting Web Pivots in writing.

If the project has not started, Web Pivots may consider a refund of eligible unused funds.

If work has already started, Web Pivots may retain amounts corresponding to:

  • Work already completed
  • Time and resources already allocated
  • Research, planning, strategy, or preparation
  • Content or creative work produced
  • Development or technical work performed
  • Third-party services or purchases
  • Non-refundable transaction or processing fees
  • Other costs reasonably incurred in connection with the project

Where applicable, any remaining eligible balance may be refunded to the client.

5. Completed Work

Once a service, milestone, deliverable, or project has been completed and delivered or made available to the client, payment for that completed work is generally non-refundable.

This includes, but is not limited to:

  • Completed websites or website components
  • SEO audits and reports
  • Keyword research
  • SEO strategies
  • Content that has been produced
  • Graphic designs
  • Marketing campaigns
  • Consulting sessions
  • Technical implementations
  • Completed development milestones
  • Other agreed digital deliverables

6. Revisions and Corrections

Where revisions are included in the agreed scope of work, Web Pivots will provide the applicable revisions according to the project agreement or quotation.

A request for additional revisions, changes to previously approved work, or work outside the agreed scope may be treated as additional billable work.

A client is not entitled to a refund solely because they request changes to completed work.

7. Third-Party Services and Expenses

Some projects may involve third-party services, platforms, software, domains, hosting, plugins, advertising platforms, payment processors, APIs, or other external providers.

Fees paid to third parties on behalf of a client may be non-refundable, particularly where the third party does not provide a refund.

Examples may include:

  • Domain registration
  • Web hosting
  • Premium plugins or themes
  • Software subscriptions
  • Advertising spend
  • Stock images or media licenses
  • Third-party APIs
  • SaaS subscriptions
  • External platform fees
  • Payment processing fees

Where applicable, such costs will be identified in the quotation, invoice, or project agreement.

8. Advertising Spend

Advertising budgets paid to platforms such as search engines, social media platforms, marketplaces, or other advertising networks are separate from Web Pivots’ service fees.

Advertising spend that has already been charged or spent by the relevant advertising platform is generally not refundable by Web Pivots.

Any refund of unused advertising funds is subject to the policies and procedures of the relevant advertising platform.

9. Exchange Policy

Because Web Pivots primarily provides digital services rather than physical products, traditional product exchanges generally do not apply.

However, where appropriate, Web Pivots may offer a reasonable correction, revision, replacement deliverable, or alternative service if:

  • The delivered work materially differs from the agreed scope;
  • A deliverable contains an error attributable to Web Pivots; or
  • A correction is required under the terms of the applicable service agreement.

Any such remedy will be evaluated on a case-by-case basis.

10. Service Quality Concerns

If you believe that a service or deliverable does not meet the agreed requirements, please contact us as soon as possible.

We will review the concern and, where appropriate, work with you to determine a reasonable solution, which may include:

  • Corrections;
  • Revisions;
  • Additional clarification;
  • Replacement of an affected deliverable; or
  • Another remedy agreed between the parties.

We encourage clients to raise concerns promptly so that we have an opportunity to resolve them.

11. Refund Eligibility

A refund may be considered where:

  • Web Pivots has not yet started the relevant work;
  • Web Pivots is unable to deliver the agreed service and no suitable alternative can be provided;
  • A refund is specifically provided for in the applicable quotation, proposal, contract, or service agreement; or
  • Web Pivots determines, at its reasonable discretion, that a refund is appropriate.

Approval of a refund in one situation does not create an obligation to provide refunds in future situations.

12. Non-Refundable Situations

Refunds will generally not be provided for:

  • Work that has already been completed;
  • Services already delivered or consumed;
  • Monthly service periods that have already started;
  • Approved or accepted deliverables;
  • Client-requested changes outside the original scope;
  • Delays caused by the client, including delayed feedback or missing information;
  • Third-party fees that cannot be recovered;
  • Advertising expenditure already spent;
  • Domain, hosting, software, or subscription fees already incurred;
  • Failure to achieve a particular business result, ranking, traffic level, lead volume, sale, or revenue target where no such result was expressly guaranteed in writing.

Digital marketing and SEO results can be affected by factors outside Web Pivots’ control. Therefore, unless expressly stated otherwise in a written agreement, payment is for the professional services provided and not for a guaranteed commercial outcome.

13. Refund Processing

Where a refund has been approved, Web Pivots will normally process the refund using the original payment method.

The time required for the funds to appear in the client’s account may depend on the payment provider, bank, card issuer, or other financial institution.

Any applicable transaction or third-party fees that cannot be recovered may be deducted from the refundable amount where permitted.

14. Chargebacks and Payment Disputes

Before initiating a payment dispute or chargeback, clients are encouraged to contact Web Pivots so that we can review and attempt to resolve the issue.

A chargeback does not automatically establish that a refund is owed.

Where a chargeback is initiated for services that have been delivered or for amounts that are contractually due, Web Pivots reserves the right to provide the relevant documentation and evidence to the payment processor or financial institution.

15. Exceptions

Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded or restricted under applicable law.

Where a written contract, quotation, proposal, or statement of work contains specific refund or cancellation terms, those terms will govern to the extent of any inconsistency with this policy.

16. How to Request a Refund

To request a refund or discuss a billing concern, please contact Web Pivots with:

  • Your name or company name
  • Invoice or project reference, if applicable
  • The service concerned
  • The reason for your request
  • Any relevant supporting information

We will review the request and respond within a reasonable period.

17. Policy Updates

Web Pivots may update this Refund & Exchange Policy from time to time to reflect changes to our services, business practices, or applicable requirements.

The latest version published on our website will apply to future purchases unless otherwise stated.

18. Contact Us

If you have questions about this Refund & Exchange Policy or would like to discuss a refund or cancellation request, please contact us through our official contact channels.

Web Pivots
Digital Marketing & Digital Solutions Agency

Website: Webpivots.com
Email: helpdesk@webpivots.com
Contact: +201146821538