Refund & Cancellation Policy

This policy applies to all marketing services, retainers, project fees and one-time deliverables purchased from Solutions Online. Where a signed statement of work states different terms, that document controls.

Monthly retainers may be cancelled with fourteen (14) days' written notice before the next billing date. Notice sent by email to our customer service address is sufficient. The current billing period is completed and delivered in full; it is not prorated.

• Requests made within 5 days of a charge, before work on that period has begun, are refunded in full.
• Once strategy, production or media management has started, fees are refunded on a pro-rata basis for undelivered work only.
• Third-party costs already committed on your behalf — ad spend, media buys, software licences, event fees, stock assets — are non-refundable.
• Completed custom deliverables such as websites, creative assets and audits are non-refundable once handed over.

Contact customer service by phone or email with your invoice number and the reason for the request. We acknowledge every request within 2 business days and issue approved refunds to the original payment method within 7–10 business days.

Please contact us before filing a card dispute — most issues are resolved faster directly. Accounts with an open chargeback may have services paused until the matter is resolved.