Refund Policy

1. General Refund Philosophy

Black Tie Digital Marketing LLC provides professional digital marketing services that require significant time, expertise, and resource investment from the moment an engagement begins. Our refund policy reflects the nature of these services while ensuring fair treatment for all clients.

We believe in building long-term partnerships based on trust and results. If you are dissatisfied with any aspect of our service, we strongly encourage you to contact us before requesting a refund. In most cases, we can address concerns, adjust strategies, or find solutions that better meet your needs.

2. Refund Eligibility

Refund eligibility depends on the type of service, the timing of the request, and the circumstances of the engagement. The following general principles apply:

2.1 Eligible for Refund

• Services not yet commenced at the time of cancellation request
• Duplicate charges or billing errors
• Services that were materially different from what was agreed upon in the service agreement
• Situations where we are unable to deliver the agreed-upon services due to circumstances within our control
• Prepaid retainer amounts for future months not yet worked

2.2 Not Eligible for Refund

• Services already rendered and delivered in accordance with the service agreement
• Monthly retainer fees for the current billing period once work has commenced
• Setup fees, onboarding fees, and strategy development fees
• Third-party advertising spend (Google Ads, Meta Ads, etc.) — these are passed through to the platforms
• Dissatisfaction with results that are outside our direct control (e.g., algorithm changes, market conditions)
• Cancellations requested after the cancellation deadline specified in your service agreement
• Services where the client failed to provide necessary information, access, or approvals in a timely manner

3. Cancellation Policy

Clients may cancel ongoing service agreements subject to the following terms:

3.1 Monthly Retainer Services

Monthly retainer agreements require a minimum 30-day written notice of cancellation. Notice must be submitted in writing via email to info@blacktiedigital.com. The final billing period will be the month in which the 30-day notice period expires. No refunds will be issued for the final billing period once work has commenced.

3.2 Project-Based Services

For fixed-price project engagements:

• Before project commencement: Full refund of any deposit paid, minus a 10% administrative fee
• After project commencement (0–25% complete): 50% refund of the total project fee
• After project commencement (26–50% complete): 25% refund of the total project fee
• After project commencement (51%+ complete): No refund; full payment is due

Project completion percentage is determined by Black Tie Digital Marketing LLC based on work completed and documented in project management records.

3.3 Annual Contracts

Clients on annual contracts who cancel before the contract term expires may be subject to an early termination fee as specified in their service agreement. Prepaid amounts for future months not yet worked may be refunded at our discretion, minus any applicable early termination fees.

4. Non-Refundable Services

The following services and fees are non-refundable under all circumstances:

• Onboarding and Setup Fees: All onboarding, setup, and account configuration fees are non-refundable once work has begun
• Strategy and Audit Fees: Fees for strategy development, competitive analysis, and marketing audits are non-refundable once delivered
• Third-Party Advertising Spend: Any funds spent on advertising platforms (Google, Meta, LinkedIn, etc.) are non-refundable as these are paid directly to the platforms
• Software and Tool Subscriptions: Fees for third-party software or tools procured on your behalf are non-refundable
• Rush or Expedited Service Fees: Additional fees charged for expedited delivery are non-refundable
• Completed Deliverables: Any deliverable that has been completed and delivered to the client is non-refundable

5. Refund Processing Times

Approved refunds are processed as follows:

• Credit/Debit Card Payments: Refunds are processed within 5–10 business days. The time for the refund to appear on your statement depends on your card issuer (typically 3–10 additional business days).
• ACH/Bank Transfer Payments: Refunds are processed within 5–7 business days and typically appear in your account within 3–5 additional business days.
• Check Payments: Refund checks are issued within 10–15 business days and mailed to the billing address on file.

All refund timelines begin from the date the refund is approved, not the date of the initial request.

6. Payment Disputes and Chargebacks

We strongly encourage clients to contact us directly to resolve any billing concerns before initiating a chargeback or payment dispute with their bank or credit card company. We are committed to resolving issues fairly and promptly.

If a chargeback is initiated without first contacting us:

• We will provide documentation to the payment processor demonstrating services rendered
• We reserve the right to suspend all services immediately upon notification of a chargeback
• A chargeback dispute fee of $150 may be assessed to cover administrative costs
• Unresolved chargebacks may be referred to a collections agency or legal counsel

Fraudulent chargebacks for services that were legitimately rendered will be vigorously disputed and may result in legal action.

7. Service Credit Option

In some circumstances, rather than issuing a cash refund, we may offer service credits applicable to future services. Service credits are valid for 12 months from the date of issuance and are non-transferable. Clients may choose between a cash refund (where eligible) or a service credit of equal or greater value.

8. Exceptions and Special Circumstances

We recognize that exceptional circumstances may arise. We will consider refund requests outside of our standard policy on a case-by-case basis in situations involving:

• Documented medical emergencies or serious illness
• Natural disasters or force majeure events
• Business closure or bankruptcy
• Significant service failures on our part

Requests for exception-based refunds must be submitted in writing with supporting documentation. We reserve the right to approve or deny exception requests at our sole discretion.

9. Client Obligations

To maintain eligibility for refunds and to ensure smooth service delivery, clients are expected to:

• Provide timely feedback, approvals, and access to required accounts and assets
• Communicate concerns or dissatisfaction promptly rather than waiting until the end of a billing period
• Maintain current payment information and ensure invoices are paid on time
• Comply with all terms of the service agreement
• Submit refund requests in writing within 30 days of the billing date in question

Failure to meet client obligations may affect refund eligibility.

10. How to Request a Refund

To request a refund, please follow these steps:

1. Contact us in writing at info@blacktiedigital.com with the subject line "Refund Request"
2. Include your full name, company name, service agreement number (if applicable), and the reason for your refund request
3. Provide any relevant documentation supporting your request
4. Our team will acknowledge your request within 2 business days
5. We will review your request and respond with a decision within 5–7 business days
6. If approved, your refund will be processed according to the timelines in Section 5

All refund decisions are final. If you disagree with our decision, you may escalate the matter through the dispute resolution process outlined in our Terms & Conditions.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. For existing service agreements, the refund policy in effect at the time the agreement was signed will apply for the duration of that agreement, unless both parties agree in writing to the updated terms.

12. Contact Us

For questions about this Refund Policy or to submit a refund request, please contact us: