Refund Policy

1. Overview

This Refund Policy governs refund requests for services provided by Suzu Digital Marketing LLC ("Company," "we," "us," or "our"). By engaging our services, you agree to the terms of this Refund Policy.

We are committed to delivering high-quality digital marketing services and achieving the best possible results for our clients. We stand behind our work and will make every reasonable effort to address concerns and resolve issues before a refund becomes necessary.

This Refund Policy applies to all service engagements and should be read in conjunction with our Terms and Conditions.

2. Service Agreement Terms

All digital marketing services are provided pursuant to a written Service Agreement that specifies the scope of work, deliverables, fees, and payment terms. The Service Agreement is the controlling document for each client engagement.

Monthly retainer services are billed in advance at the beginning of each service month. By authorizing payment, you acknowledge that work on your campaigns will commence immediately upon receipt of payment.

Project-based services are typically billed 50% upon execution of the Service Agreement and 50% upon completion of the project, unless otherwise specified in the Service Agreement.

3. Cancellation Procedures

Month-to-Month Services: Either party may cancel month-to-month service engagements by providing 30 days' written notice to the other party. Notice must be submitted in writing via email to yukarisuzu@suzudiging.com or by certified mail to our address at 2325 Hayes Ave, Long Beach, CA 90810.

Fixed-Term Contracts: If you have entered into a fixed-term service agreement, early termination may be subject to an early termination fee as specified in your Service Agreement.

Effective Date of Cancellation: Cancellation becomes effective 30 days after receipt of written notice. You will be responsible for all fees incurred through the effective cancellation date.

Advertising Campaigns: For clients with active paid advertising campaigns (Google Ads, Facebook Ads, etc.), we will provide transition assistance to ensure campaigns continue running or are paused appropriately. Advertising budgets already spent are not refundable as they have been paid directly to the advertising platforms.

4. Refund Eligibility

Unused Prepaid Services: If you have prepaid for services that have not yet been performed at the time of cancellation, you may be eligible for a prorated refund of the unused portion. Eligibility is determined based on the work completed relative to the billing period.

To request a refund for unused prepaid services: 1. Submit a written cancellation notice as described in Section 3. 2. Allow 30 days for the cancellation to become effective. 3. Submit a written refund request within 15 days of the cancellation effective date. 4. We will calculate the value of work performed and issue a refund for any unused prepaid amount within 30 days.

Service Failures: If we fail to deliver services as specifically described in the Service Agreement due to our error or negligence, and you have provided written notice of the deficiency and allowed us a reasonable opportunity to cure (minimum 15 days), you may be eligible for a partial or full refund of fees paid for the affected services.

5. Non-Refundable Services and Fees

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

Advertising Spend: All amounts paid to third-party advertising platforms (Google Ads, Facebook Ads, Microsoft Advertising, LinkedIn Ads, etc.) are non-refundable. These funds are transferred directly to the advertising platforms and cannot be recovered by Suzu Digital Marketing LLC.

Setup and Onboarding Fees: One-time setup fees, account configuration fees, and onboarding fees are non-refundable once work has commenced.

Completed Services: Fees for services that have been fully delivered and completed are non-refundable. This includes completed SEO audits, published content, completed website optimizations, and completed campaigns.

Partial Month Services: Fees for partial months of service where work has been performed are non-refundable, though we may issue a prorated credit for the remaining unused portion at our discretion.

Rush or Expedited Services: Additional fees paid for rush or expedited service are non-refundable.

Third-Party Tool Subscriptions: Fees paid for third-party tools or software subscriptions purchased on your behalf (SEO tools, analytics platforms, etc.) are non-refundable.

6. Partial Refunds

In certain circumstances, we may issue partial refunds at our sole discretion. Partial refunds may be considered in the following situations:

Scope Reduction: If the agreed scope of work is reduced by mutual agreement before the services are fully delivered, we may issue a partial refund proportional to the reduction in scope.

Service Interruption: If our ability to deliver services is interrupted due to circumstances within our control, we may issue a partial refund or credit for the interrupted period.

Client Dissatisfaction: If you are dissatisfied with our services, we encourage you to contact us immediately. We will make every reasonable effort to address your concerns and improve our performance. Partial refunds for subjective dissatisfaction are considered on a case-by-case basis and are not guaranteed.

Processing of Partial Refunds: Approved partial refunds will be processed within 30 days of approval and will be issued via the original payment method or by check.

7. Dispute Resolution Process

If you believe you are entitled to a refund and wish to dispute a charge, please follow this process:

Step 1 — Contact Us Directly: Email yukarisuzu@suzudiging.com with the subject line "Refund Request" and include your name, company name, the services in question, the amount disputed, and a detailed explanation of the basis for your refund request.

Step 2 — Review Period: We will acknowledge your request within 3 business days and complete our review within 15 business days. During the review, we may request additional information or documentation.

Step 3 — Resolution: We will provide a written response with our determination. If a refund is approved, it will be processed within 30 days of the determination.

Step 4 — Escalation: If you are not satisfied with our determination, you may escalate the dispute pursuant to the dispute resolution procedures in our Terms and Conditions, including binding arbitration.

Chargebacks: We strongly encourage you to contact us directly before initiating a chargeback with your credit card company. Chargebacks initiated without following our dispute resolution process may result in suspension of services and reporting to credit agencies.

8. Refund Processing

Approved refunds will be processed as follows:

Credit Card Payments: Refunds will be issued to the original credit card used for payment. Processing time is typically 5-10 business days after approval, though it may take up to 30 days for the credit to appear on your statement depending on your card issuer.

ACH/Bank Transfer Payments: Refunds will be issued via ACH transfer to the originating bank account within 10-15 business days of approval.

Check Payments: Refunds will be issued by company check mailed to your address on file within 30 days of approval.

Refund Confirmation: We will send written confirmation of all approved refunds, including the amount refunded and the expected processing timeline.

9. Contact for Refund Requests

All refund requests must be submitted in writing to:

Suzu Digital Marketing LLC Attn: Client Services 2325 Hayes Ave Long Beach, CA 90810

Email: yukarisuzu@suzudiging.com Phone: (562) 248-8052

Business Hours: Monday through Friday, 9:00 AM to 6:00 PM Pacific Standard Time.

Please include your full name, company name, contact information, the services in question, and a detailed explanation of your refund request. We are committed to resolving all refund requests fairly and promptly.

Questions About Our Refund Policy?

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us directly. We are committed to resolving all concerns fairly and promptly.