Refund & Cancellation Policy

We would rather be clear about this before you pay than argue about it afterwards. This policy sets out exactly what happens to your money in each situation.

It forms part of our Terms & Conditions. Where a signed proposal states different refund terms for a specific engagement, that proposal takes precedence.

All refund amounts are calculated on the professional fee only. GST already remitted to the government, third-party costs, and advertising spend are not refundable by us — see section 6.

1Google Ads suspension recovery — partial refund if the appeal fails

We cannot guarantee reinstatement, and we say so plainly. But we do not think you should carry the entire risk of an unsuccessful outcome either. So we share it.

How it works

1. We complete the audit, the corrective action plan, and every appeal round included in your package.
2. If the account remains suspended after the final appeal response, the engagement is treated as unsuccessful.
3. We confirm the outcome to you in writing, along with our assessment of why.
4. You may claim the refund within 30 days of that written confirmation.
5. We process approved refunds within 10 working days to the original payment method.

What the retained 50% covers

The work is real whether or not Google agrees with it: the account and website audit, the root-cause diagnosis, the written corrective action plan, the document pack, the drafting and submission of appeals, and the follow-up. That work has value to you regardless of the outcome — not least because it tells you what to fix before opening any future account.

When the partial refund does not apply

The refund is not available where the unsuccessful outcome is attributable to one of the following:

• You did not implement the corrective actions we recommended, or implemented them only partly.
• You provided inaccurate, incomplete or misleading information — including failing to disclose a prior suspension, a linked account, a shared payment method, or an earlier appeal.
• You submitted your own appeal in parallel, opened a duplicate account, or materially changed the account or website during the engagement without telling us.
• The account was terminated for fraud, or for a violation involving illegal activity or deliberate deception.
• You asked us to act outside Google's policies and we declined, or the engagement was terminated for that reason.
• You ended the engagement before the included appeal rounds were completed.
• Payment for the engagement remains outstanding.

We will always explain in writing if we consider one of these to apply, and you may respond before we finalise our decision.

2Case review and diagnostic work

The initial case review or diagnostic assessment is non-refundable once delivered. It is a completed piece of work: you receive our honest assessment of whether the account is recoverable and what caused the suspension, whether or not you go on to engage us.

Where the diagnostic fee is credited against a subsequent recovery engagement, the credited amount forms part of the professional fee for the purposes of section 1.

3Verification support (AV and BOV)

Advertiser Verification and Business Operations Verification submissions are decided solely by Google. The same 50% partial refund described in section 1 applies if a verification is refused after all included submission and re-submission rounds have been completed, subject to the same exclusions.

4Marketing retainers

• Retainers are billed monthly in advance and are not refundable for the month in progress, because the work is performed continuously through the month.
• You may cancel with 30 days' written notice. Work continues and fees remain payable through the notice period.
• Setup fees are non-refundable once onboarding has begun, as this covers audit, account structuring and configuration work delivered upfront.
• If you cancel before any work has started and before onboarding begins, you receive a full refund.
• If we fail to deliver a material part of the agreed monthly scope and do not remedy it within 14 days of written notice, you may claim a pro-rata refund for the undelivered portion.
• Advertising spend held in your own platform accounts is always yours and is never routed through us.

5Website, application and software development

Development work is billed in milestones. Refunds follow the milestone structure.

Discovery sprints are non-refundable once delivered, because you receive the requirement documentation, wireframes and architecture regardless of whether you proceed — and you are free to take those to any other developer.

Where a project is delayed by more than 60 days due to our fault alone, you may cancel and receive a refund for all milestones not yet delivered.

6Software subscriptions, hosting and support plans

• Monthly plans may be cancelled at any time. The current month is not refundable; no further charges are raised.
• Annual plans cancelled within 14 days of the start of a new term are refunded in full, less any usage. After 14 days, a pro-rata refund is available for complete unused months, less any discount applied for annual prepayment.
• Implementation, migration, configuration and training fees are non-refundable once that work has been delivered.
• Domain registrations, SSL certificates and third-party licences are non-refundable once purchased, as we cannot recover those costs.

7What is never refundable

• Advertising spend paid by you to Google, Meta or any other platform. This never passes through us; refunds are a matter between you and the platform.
• GST or other taxes already remitted to the government. Where a refund is approved, GST is adjusted in accordance with applicable tax law by way of a credit note.
• Third-party costs we have already incurred on your behalf: domains, hosting, SSL, app store fees, software licences, payment gateway charges, WhatsApp conversation charges, stock assets and paid tools.
• Bank charges, currency conversion losses and international transfer fees on refunds to overseas clients. Refunds are made in the currency of the original payment.
• Work already completed and delivered where you simply change your mind about proceeding.

8How to request a refund

1. Email info@policyfixexperts.com with the subject line “Refund request”.
2. Include your invoice number, the service concerned, and the reason for the request.
3. We acknowledge within 3 working days and give you a written decision within 10 working days.
4. Approved refunds are processed within 10 working days of the decision, to the original payment method. Your bank may take a further 5–10 working days to credit the amount.

If you disagree with our decision, tell us and we will review it personally. If we still cannot agree, the dispute resolution process in our Terms & Conditions applies.

9Chargebacks

Please raise any concern with us before initiating a chargeback with your bank or card issuer. We will always try to resolve it directly and quickly.

Where a chargeback is raised without first contacting us, we reserve the right to suspend all work, revoke access to deliverables not yet paid for, and recover costs incurred in responding.