Refund & Cancellation Policy

1. Service Fees and Payment Terms

Monthly Retainer Services

Our standard services are billed on a monthly retainer basis. Monthly fees are billed in advance on the 1st day of each month (or on the contract start date for the first month) and cover the services to be delivered during that billing period.

One-Time Setup Fees

Certain services include one-time setup fees for initial strategy development, account configuration, technical implementation, or platform integration. These fees are billed upon contract signing and are separate from monthly retainer fees.

Project-Based Services

For project-based engagements, payment terms are outlined in the specific project agreement. Typically, project fees are divided into milestone payments (e.g., 50% upfront, 50% upon completion).

2. Refund Policy

30-Day Money-Back Guarantee (First-Time Clients Only)

For new clients engaging our services for the first time, we offer a 30-day money-back guarantee. If you are not satisfied with our services within the first 30 days of your engagement, you may request a full refund of your first month's retainer fee.

To qualify for the 30-day guarantee:

• You must be a first-time client of Catalyst Growth Agency
• Refund request must be submitted in writing within 30 days of contract start date
• You must have participated in all scheduled strategy sessions and provided requested materials
• The guarantee applies only to monthly retainer fees, not setup fees or ad spend

Non-Refundable Items

The following are non-refundable under all circumstances:

• Setup Fees: One-time fees for strategy development, account setup, or technical implementation
• Advertising Spend: Money spent on paid advertising platforms (Google, Meta, LinkedIn, etc.)
• Third-Party Tools & Software: Subscriptions, licenses, or fees for third-party platforms
• Completed Work: Services already delivered, including completed deliverables, reports, or creative assets
• Month 2 and Beyond: After the first 30 days, monthly retainer fees are non-refundable

Partial Refunds

In certain circumstances, we may issue partial refunds at our discretion. This is evaluated on a case-by-case basis and typically applies when:

• We are unable to deliver agreed-upon services due to circumstances on our end
• There is a material breach of our service agreement that we cannot remedy
• Services are terminated mid-month with justifiable cause

3. Cancellation Policy

Client-Initiated Cancellation

Either party may cancel services with 30 days written notice. Notice must be submitted via email to billing@catalyyst-growth.info">billing@catalyyst-growth.info.

Upon cancellation:

• Client remains responsible for payment of all services through the 30-day notice period
• Any outstanding invoices must be paid in full
• Access to platforms and tools will be maintained through the notice period
• Final reporting and transition documentation will be provided
• No refund will be issued for the current month's fees or any previous months

Immediate Cancellation

In cases of breach of contract or violation of terms, either party may terminate services immediately. Client remains responsible for all fees incurred up to the termination date.

Catalyst-Initiated Cancellation

We reserve the right to terminate services with 30 days notice if:

• Client fails to pay invoices within 30 days of due date
• Client fails to provide necessary materials, access, or approvals despite repeated requests
• Client requests services that violate platform policies or applicable laws
• Working relationship becomes untenable despite good-faith efforts to resolve issues

4. Pausing Services

We understand that business needs change. If you need to temporarily pause services:

• Services can be paused for up to 3 months with 15 days written notice
• A reduced maintenance fee of 25% of monthly retainer applies during pause period
• Advertising campaigns will be paused but account access maintained
• Priority support and strategic consultation remain available
• Full services can resume with 15 days notice

Pauses longer than 3 months will be treated as service cancellation, requiring a new engagement agreement and setup fees to restart.

5. Service Modifications

Upgrading Services

Clients may upgrade their service package at any time. New services and pricing take effect at the start of the next billing cycle. Prorated pricing is available for mid-month upgrades if services begin immediately.

Downgrading Services

Service downgrades require 30 days notice and take effect at the start of the next billing cycle. No refunds or credits are issued for the current billing period when downgrading.

6. Dispute Resolution

If you have concerns about billing, service delivery, or wish to request a refund, please follow this process:

1. Contact Your Account Manager: Discuss your concerns directly with your dedicated account manager
2. Escalate to Management: If unresolved, email concerns@catalyyst-growth.info to escalate to senior management
3. Formal Review: Senior leadership will review your case and respond within 5 business days
4. Final Decision: A final decision will be communicated in writing within 10 business days

We are committed to resolving all concerns fairly and promptly. The vast majority of issues are resolved through open communication and good-faith negotiation.

7. Advertising Spend and Third-Party Costs

Our service fees are separate from advertising spend and third-party costs. These costs include:

• Paid advertising on Google, Meta, LinkedIn, TikTok, etc.
• Software subscriptions and tools (analytics, testing, automation platforms)
• Creative production costs (video, photography, design for specific projects)
• Freelancer or contractor fees for specialized services

Important: These costs are billed directly by third parties or passed through at cost with no markup. They are non-refundable as they represent actual expenses incurred on your behalf. Detailed receipts and invoices are provided for all third-party costs.

8. Refund Processing

Approved refunds are processed within 10 business days via the original payment method. Please allow 5-7 business days for the credit to appear in your account after processing.

9. Special Circumstances

Force Majeure

In the event of circumstances beyond our control (natural disasters, pandemics, war, significant platform outages), we will work with clients to adjust timelines and expectations. No refunds are issued for delays caused by force majeure events.

Platform Policy Violations

If your advertising accounts are suspended due to policy violations, no refunds are issued. We will work to appeal suspensions when possible, but ultimate account decisions rest with the platforms.

10. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated to active clients via email at least 30 days before taking effect. Continued use of our services after changes constitutes acceptance of the updated policy.