Billing And Refund Policy
How billing works, what happens if you leave, and when a refund is due. Last updated 3 August 2026.
How billing works
Retainers are billed monthly in advance. The first invoice covers the first month of work, which includes the audit, the Google Business Profile build and tracking setup. There is no separate setup fee.
Invoices are due on receipt. We may suspend work on accounts more than 30 days overdue, after giving notice.
Advertising spend
Advertising budgets are carried inside the monthly retainer rather than invoiced separately. The figure is agreed with you before it is spent, the monthly read-out sets out what went to media, and the ad accounts stay in the firm’s own name so the platform’s own reporting is available to you at any time.
Third-party software
Call tracking, rank tracking and review software are passed through at cost, either billed directly to you by the vendor or itemized on our invoice at the price we paid. We do not resell them at a margin.
Canceling
Either party may end the engagement on 30 days' written notice. Work continues through the notice period and the final month is invoiced normally. We do not charge an exit fee.
When a refund is due
- If we invoice you in error or in duplicate, we refund it in full.
- If we bill for a month in which we performed no work, we refund it.
- If we terminate the engagement ourselves mid-month, we refund the unused portion of that month.
When a refund is not due
Marketing services are performed over a month and the work is delivered as it goes. We do not refund a month in which the work was carried out because the results were disappointing, and no honest agency can — search engines and advertising platforms control the outcome and nobody can guarantee it.
What you have instead is a short notice period. If the work is not producing, you can leave with 30 days' notice rather than being held to a year.
What you keep
Everything that belongs to you. The Google Ads account, the Google Business Profile, the website, the pages and the content are your property throughout the engagement and after it. On termination we hand over administrative access and remove our own.
You do not need our permission or our software to keep running what we built.
Disputes
If you disagree with an invoice, tell us within 30 days and we will review it. We would rather resolve a billing question directly than have it become anything else.