Legal
Refund Policy
SEO services are professional work delivered as analysis, recommendations and optimised content. Once that work has been carried out it cannot be returned, so this policy sets out clearly what is refundable at each stage of an engagement.
This policy forms part of our terms of service. It does not affect any statutory rights you have that cannot be excluded by agreement.
Before work begins
If you have paid for an agreed scope and we have not yet started, you can cancel for any reason and receive a full refund. Tell us in writing before delivery work starts and we will process it.
While work is in progress
If you cancel after work has started but before delivery, we refund the portion of the fee that reflects work not yet carried out. We will send you a short written account of what had been completed at the point of cancellation so the calculation is visible rather than asserted.
After delivery
Once deliverables have been provided, the fee for that work is not refundable, because the work has been performed and the analysis cannot be returned. This is the normal position for professional services.
There are two exceptions, and we apply them without argument:
- We did not deliver what the agreed scope described. We will complete the missing work, or refund the part of the fee that relates to it.
- The deliverable contains material errors of fact or analysis that we cannot put right. We will correct it first; where correction is not possible, we refund the affected portion.
What is not refundable
- Search rankings, traffic or revenue not reaching a level you hoped for. We do not guarantee outcomes, and dissatisfaction with results is not by itself a basis for refund.
- Recommendations you chose not to implement, or implemented differently from how they were written.
- Changes in your website, business or market that occurred after delivery.
- Actions taken by search engines, including algorithm updates and manual actions not caused by our work.
- Work already delivered under a monthly support arrangement for a period that has been completed.
Monthly SEO support
Ongoing support can be stopped at any time by written notice. Work already delivered in the current period is payable; nothing is charged for periods after the notice takes effect. Monthly support is quoted separately from the three one-time packages.
How to request a refund
Email sololanaltd@gmail.com with your request reference, the service concerned, and what went wrong. We will acknowledge it within two business days and give you a decision within seven business days, with our reasoning if we do not agree.
How refunds are paid
Approved refunds are returned by the same method the payment was made, to the same account. We do not issue refunds to a different person or account from the one that paid.
The time it takes to appear depends on the payment provider and your bank, and is typically five to ten business days once we have issued it.
Chargebacks
If you believe a payment was taken in error, contact us first. We would rather resolve it directly and quickly than through a dispute process. Raising a chargeback without contacting us does not usually get you a faster answer, and we may suspend work while a dispute is open.
If we cannot take on the work
If we conclude after payment that we cannot do the work properly, or that the engagement is not one we should take, we say so and refund you in full. That is our decision to make and it does not cost you anything.
Contact
Questions about this policy can be sent to sololanaltd@gmail.com. SOLOLANA is a limited company registered in the United Kingdom.