At The Marketo, we are committed to delivering quality digital marketing services. This Refund & Cancellation Policy explains when and how refunds and cancellations are handled for services purchased through our website https://www.themarketo.in.
By purchasing our Services, you acknowledge that you have read, understood, and agreed to this policy.
1. Scope of This Policy
This policy applies to all services sold by The Marketo, including:
- Monthly retainer services (SEO, Social Media, Ads management)
- Project-based work (Website Development, Brand Design)
- One-time services (Setup, Audit, Consultation)
- Add-on services and packages
Note: Ad spend paid directly to third-party platforms (Google Ads, Meta Ads, etc.) is not refundable by The Marketo. Those amounts are governed by the respective platform's refund policies.
2. Cancellation Policy
2.1 Monthly Services (Retainers)
Monthly services can be cancelled at any time with 30 days written notice. Here's how it works:
- Send cancellation request to hello@themarketo.in
- Services will continue for the remainder of the current billing cycle plus the 30-day notice period
- No refunds are issued for the remaining days of the current cycle after cancellation notice
- Final invoice for the notice period will be issued and must be paid
2.2 Project-Based Services
Project-based work (e.g., website development) follows a milestone model. Once a project has started:
- Before kickoff: Full refund, minus any payment gateway fees
- After kickoff but before delivery: Refund based on work completed. Client pays for milestones already achieved.
- After final delivery: No refunds, as deliverables have been provided
2.3 One-Time Services
One-time services (Audits, Consultations, Setup) are typically non-refundable once started. If cancelled before work begins, a full refund (minus transaction fees) will be provided.
3. Refund Eligibility
Refunds may be considered under the following circumstances:
3.1 Service Not Delivered
If we fail to commence a service within the agreed timeline (without a valid reason communicated to you), you are entitled to a full refund.
3.2 Duplicate Payment
If you accidentally make a duplicate payment for the same service, the extra amount will be refunded in full.
3.3 Service Cancelled by Us
If we cancel a service for reasons other than client fault, we will refund the unused portion of fees on a pro-rata basis.
3.4 Substantial Service Failure
If our work fails to meet the agreed scope or deliverables, we will first attempt to rectify the issue. If we cannot resolve it within 30 days, you may be eligible for a partial or full refund depending on the situation.
4. Non-Refundable Situations
Refunds will not be provided in the following cases:
- Change of mind: After a service has started and work has been performed
- Lack of results: Digital marketing results depend on many factors beyond our control. We do not guarantee specific outcomes.
- Third-party platform issues: Account bans, policy changes, or algorithm updates on Google, Meta, WhatsApp, or other platforms
- Client-caused delays: If work is delayed due to pending approvals, information, or access from your side
- Ad spend: Amounts paid to third-party ad platforms
- Completed deliverables: Once approved and delivered, custom work is not refundable
- Past the refund window: Requests made after 7 days of service completion
5. Refund Process
To request a refund, follow these steps:
- Email us: Send a detailed request to hello@themarketo.in with your order number and reason for the refund
- Acknowledgment: We will acknowledge your request within 2 business days
- Review: We will review your case within 5-7 business days, considering work completed and the specific circumstances
- Decision: You will be notified via email with our decision and reasoning
- Processing: If approved, refunds are processed within 7-10 business days
6. Refund Method and Timeline
Approved refunds are issued via the original payment method:
- Credit/Debit Card: 7-10 business days
- UPI / Net Banking: 5-7 business days
- Bank Transfer (NEFT/IMPS): 5-7 business days
Refund timelines are indicative and may vary based on your bank or payment provider. We are not responsible for delays caused by financial institutions.
7. Partial Refunds
In some cases, a partial refund may be offered based on:
- Percentage of work completed at the time of cancellation
- Time already invested by our team
- Third-party costs already incurred (platform fees, licenses)
The final decision on partial refunds rests with The Marketo and will be communicated clearly.
8. Cancellation by The Marketo
We reserve the right to cancel a service if:
- Payment is not received within agreed terms
- Client requests work that violates our ethics or platform policies
- Client is abusive, threatening, or unresponsive for 30+ days
- Continuing the engagement is not in the best interest of either party
In such cases, we will refund the unused portion of fees on a pro-rata basis (unless cancellation is due to client misconduct or non-payment).
9. Dispute Resolution
If you disagree with a refund decision, you may:
- Write to us at hello@themarketo.in with additional context
- Request escalation to our management team (response within 7 business days)
- If unresolved, disputes may be referred to arbitration under the Arbitration and Conciliation Act, 1996, with jurisdiction in Delhi
10. Chargebacks
We encourage you to contact us directly before initiating a chargeback with your bank or card issuer. Unjustified chargebacks may result in:
- Suspension of your account and access to the Dashboard
- Legal recovery of disputed amounts
- Being flagged as a high-risk client
We prefer to resolve issues amicably — please reach out to us first.
11. Ad Spend Refunds
Amounts spent on advertising platforms (Google Ads, Meta Ads, LinkedIn Ads, etc.) are not refundable by The Marketo. If you have unused ad credit, the refund process is governed by the respective platform's policies. We can assist you in requesting refunds from these platforms but cannot guarantee them.
12. No-Refund for Consultation Fees
Consultation fees, audit fees, and strategy-session fees are non-refundable once the session has occurred.
13. Modifications
The Marketo may update this Refund & Cancellation Policy from time to time. Changes apply to new purchases from the effective date onward. The “Last updated” date at the top reflects the latest revision.
14. Contact Us
For any questions or refund requests, reach out to us:
- Email: hello@themarketo.in
- Phone: +91-9560020802
- Address: Delhi, Delhi, India
We aim to resolve all refund-related concerns fairly and promptly. Thank you for trusting The Marketo with your digital growth.