Refund & Cancellation Policy
This page explains when you can cancel and when you get money back. It's part of our Terms of Service. If your signed SOW sets different rules in writing, the SOW applies.
At a glance
| Situation | What happens |
|---|---|
| Audit or setup, cancelled before work starts | Full refund |
| Audit or setup, cancelled after work starts but before delivery | Refund of the price minus time spent at $135/hour |
| Audit or setup, delivered | No refund; if anything the item page lists is missing, we fix it |
| We miss the turnaround window | Full refund on request, before delivery |
| Retainer month that has already started | Not refundable |
| Leaving a retainer | 30 days' written notice; the initial term still applies |
| Ad spend | Paid to the platforms, never to us, so not refundable by us |
| EU/UK consumers | 14-day withdrawal right, with the conditions below |
Audits and setups
This covers the seven fixed-price items: Ads Account Audit, SEO Audit, Search + Ads Audit, Tracking & Analytics Setup, Google Business Profile Optimization, Landing Page and PPC Launch Setup.
Work starts when we send you the kickoff email. That email confirms we have the access or brief the item page lists, and gives the start date. The turnaround on the item page is counted in business days from that email.
Before work starts
Cancel any time before the kickoff email and we refund the full amount you paid.
After work starts, before delivery
If you cancel partway through, we refund the price minus the time we've already spent, at $135 an hour, never more than the price. We'll send you a breakdown of the hours, and you get whatever we've done so far.
After delivery
Once we've delivered the report, setup or page, the item is complete and isn't refundable. The deliverable is the thing you paid for, and you keep it.
If something the item page lists is missing, tell us within 10 business days of delivery. We'll fix it within 10 business days. If we can't, we refund that item.
Not getting the results you hoped for isn't grounds for a refund. Our audits diagnose and our setups build; they don't promise rankings, leads or return on ad spend (see section 10 of the Terms).
If we're late
If we haven't delivered by the end of the turnaround window, and the delay is our fault, you can ask for a full refund at any point before we deliver. The clock pauses while we're waiting on you, for example for access, a brief, approvals or answers, and the window moves by the same amount.
Monthly retainers
Retainers and packages are invoiced monthly in advance. Each month's fee pays for that month's work.
- Once a month has started, its fee isn't refundable, whether or not you used everything it covers.
- A month that hasn't started yet and that you've already paid for is refunded in full if the engagement ends before it begins.
- Percentage-of-spend fees billed in arrears are for work already done and aren't refundable.
Cancelling
After the initial term, give us 30 days' written notice. An email to admin@oneirly.com is enough. The final invoice covers the days up to the end date.
The initial term is 2 months for ad management on its own, 3 months for Groundwork, Two-Track and the other standalone monthly services, and 6 months for All-Channel. You can give notice during the initial term. The engagement then ends at the later of the end of the initial term or 30 days after your notice. If you need work to stop sooner, the fees for the rest of the initial term stay payable unless we agree in writing to waive them. Section 6 of the Terms has the details.
If we end a retainer for any reason other than non-payment or a breach on your side, you don't owe the rest of the initial term, and we refund any prepaid month we won't deliver.
Hourly work
Out-of-scope work at $135 an hour is approved by you before we start. If you've prepaid hours we haven't used, we refund them when the engagement ends.
Ad spend
You pay Google, Meta, Microsoft, LinkedIn and any other platform directly, from your own account. That money never passes through us, so we can't refund it. If you think a platform charged you wrongly, ask that platform. We're happy to help you put the request together.
Chargebacks
If something's wrong with a payment, please contact us first. Most problems get fixed in a day. If you open a chargeback for work we've delivered without talking to us, we'll send the card issuer our records, and we may pause any ongoing work until it's resolved. The amount stays owed if the chargeback is decided in our favor.
EU and UK consumers: 14-day withdrawal
If you're an individual consumer in the European Union or the United Kingdom (not buying for a business), you have 14 days from the day you place your order or sign the SOW to withdraw without giving a reason.
Before you pay for an audit or setup, the pay panel asks you to confirm:
"If you're a consumer in the EU or UK, you ask us to start right away and understand you lose your 14-day withdrawal right once the work is fully delivered."
That means:
- If you withdraw within the 14 days and before work starts, you get a full refund.
- If you withdraw within the 14 days after work has started, you pay for the part we've already done, in proportion to the whole, and we refund the rest.
- Once the work is fully delivered, you can't withdraw.
The same applies to a retainer you sign as a consumer: if you withdraw within 14 days of signing, you pay only for the work done up to that point.
To withdraw, send us a clear statement by email to admin@oneirly.com, or by mail to the address below. No particular form is needed. We refund within 14 days of receiving it, using the payment method you used.
Promotional orders
If you used a promo code such as FIRSTAUDIT20, any refund is based on the amount you actually paid, after the discount. Codes have no cash value and can't be exchanged for money. If a discounted order is refunded in full before work starts, you can use the code again on a new order while the offer is still running.
How to ask for a refund
Email admin@oneirly.com with "Refund" in the subject. Include your business name, the item or retainer, and your Stripe receipt or invoice number if you have it. You can also call +1 (475) 652-1487.
We'll reply within one business day (Monday to Friday, US Eastern time, excluding US federal holidays). Once we approve a refund, we send it within 10 business days, to the original payment method: back to your card for Stripe payments, or to the bank account you paid from for invoices. Refunds are in US dollars. Your bank may take a few more days to show it. We cover our own sending fees, but not your bank's charges or currency conversion differences.
Oneirly Digital Marketing LLC
30 N Gould St, STE R
Sheridan, WY 82801, USA
admin@oneirly.com · +1 (475) 652-1487