Refund policy

What this covers

This policy covers retainer fees paid to Mavix Marketing for marketing services. It sits alongside the signed service agreement for your engagement. Where the two differ, the signed agreement governs.

The performance guarantee refund

A 50% increase in organic traffic, keyword rankings or direct enquiries within 90 days of the engagement starting.

If we miss that target you receive a full refund of every retainer fee you have paid, plus $1,000 out of our own pocket.

The guarantee applies only where all of the following are true:

• The baseline is measured in your own Google Search Console and GA4 in week one, and you get a copy of it before any work starts.
• The 90 days run from the day access is granted, not the day the contract is signed.
• Recommended changes are implemented, or we are given the access to implement them ourselves.
• Applies to search engagements. Paid ads carry their own offer instead: 50 qualified leads in a month, or the next month is free, against criteria agreed in writing before launch.
• Tracking must be functional. If your analytics cannot measure the baseline, we fix that first and the clock starts after.

A claim is made in writing to hello@mavixmarketing.com within 30 days of the 90 day period ending. We verify against the baseline recorded in your own Search Console and GA4 at the start of the engagement, which you already hold a copy of. Verified refunds are paid within 14 business days by the original payment method.

Cancelling an engagement

There is no minimum term and no lock-in. Engagements run month to month and you may cancel at any point with 30 days written notice.

We will advise you to give search work three months before judging it, because it cannot honestly be assessed in less time than that. That is advice and it is not a contractual commitment on your side.

Work continues and is billed through the notice period. Fees already paid for months worked are not refundable, because the work was carried out. Every account, asset and document remains yours on the way out.

What is not refundable

• Advertising spend. That is billed by Google, Meta or another platform directly to your own card on your own account. We never hold it and cannot refund it. Refunds of ad spend are a matter between you and the platform.
• Third party software licences purchased for your account at your request.
• Fees for months in which the agreed work was delivered.
• Engagements where the guarantee conditions were not met, most commonly where recommended changes were not implemented and we were not given access to implement them.

If you are unhappy before the 90 days are up

Tell us. Email hello@mavixmarketing.com or raise it on the monthly review call. Most problems are a mismatch between what you expected and what was scoped, and those are fixable inside a week. We would rather correct the work than process a refund.

Chargebacks

Please contact us before raising a chargeback with your bank. A chargeback filed without contacting us first is treated as a breach of the service agreement and ends the engagement immediately.

Contact

All refund questions go to hello@mavixmarketing.com. See also the terms and conditions and the return and refund policy.