Refund & Cancellation Policy

Neve SMM · Version 1.0 · Last updated 9 October 2026

This policy explains when you may cancel an engagement with Neve SMM and when a refund is due. It forms part of our Terms of Service.

Ongoing retainers

  • Retainers are billed monthly in advance.
  • You may cancel at any time by giving 30 days' written notice to [email protected].
  • After notice is given, the current billing period is completed and delivered in full, and no further invoice is raised.
  • Because work is performed continuously through each month, a month already begun is not refunded pro rata.
  • Any minimum term is stated on the pricing page and in your engagement letter before you commit.

Fixed-fee projects (audits, diagnostics)

  • If you cancel before work begins, you receive a full refund within 14 days.
  • If you cancel after work has begun, we invoice for work completed to that point and refund the balance.
  • Once the final deliverable has been sent, the fee is non-refundable, because the deliverable cannot be returned.

If we do not deliver

If we fail to deliver what your engagement letter describes, tell us at [email protected]. We will either complete the work or refund the portion covering what was not delivered. This is in addition to your statutory rights.

Consumer right of withdrawal

Where you contract with us as a consumer and the law grants a withdrawal period, you may withdraw within 14 days of the contract being formed. If you asked us to start during that period, we may charge for what was performed before you withdrew.

What is not refundable

  • Third-party costs already committed on your behalf (advertising spend, paid placements, licensed data, tools).
  • Work completed and delivered to the agreed brief where the objection is to results rather than to delivery. Reach, engagement and ad performance depend on platforms and factors outside our control, and we do not guarantee specific results.

How to request a refund

Email [email protected] with your invoice number and the reason. We acknowledge within 2 business days and resolve within 14 days. Approved refunds are returned to the original payment method.

Contact

Neve SMM

8906 Madison Dr Tacoma, 98417 WC, United States

[email protected]

Support hours: Monday–Friday, 9:00 am – 6:00 pm ET