Refund & Cancellation Policy

We want you to be genuinely happy with the work we do. We work hard to earn your trust every month. If something is going wrong, please talk to us before making a decision. Most concerns can be resolved in one honest conversation.

Whether you continue with us or not, we will always be fair. This page explains what happens if you need to cancel, pause, or ask for a refund.

Our initial strategy calls are free of charge and carry no obligation. If we agree to run a paid audit or a paid discovery workshop, the fee is agreed in writing beforehand. Paid audits and workshops are non-refundable once the work has been delivered.

If you cancel a paid audit or workshop before we begin the work, you receive a full refund. If you cancel after we have started, we will invoice fairly for the time already spent and refund the rest.

Most of our engagements are monthly retainers, invoiced at the start of each month. This is how retainer cancellations and refunds work.

• You may cancel a retainer any time with 30 days written notice, sent to your account manager or to digisoftrank@gmail.com.
• The retainer continues for the notice period, and we continue to do work of the same standard until the last day.
• Fees already invoiced and paid for the current billing period are non-refundable, because the work is being done during that period. You keep the benefit of everything we deliver.
• Once your notice period ends, we hand over any final deliverables you have paid for and pause billing.

In rare cases where we have failed to deliver work that was clearly agreed and paid for, we will either complete the missing work at no cost or refund the corresponding portion of that month’s fee. Fair and simple.

Some engagements are set up as fixed-fee projects with defined milestones, such as website builds or audits. These usually require an upfront deposit and are billed against agreed stages.

• Before we begin, the deposit is fully refundable. Once we start the work, the deposit is applied against the work completed rather than refunded.
• If you cancel a project mid-way, we invoice for all work completed up to the point of cancellation and refund any unused portion of your payments.
• We hand over any completed deliverables that you have paid for, in a usable format.
• Third-party costs already incurred on your behalf, such as licences, stock imagery, or paid tools, are not refundable.

Any amounts you pay directly to platforms such as Google Ads, Meta Ads, TikTok Ads, or LinkedIn Ads are your funds, held in your own accounts. Those funds are governed by the platform’s own refund policies. If we hold or manage those funds on your behalf, any unspent balance is returned to you within a reasonable time after the engagement ends, less any transaction fees.

Sometimes life happens and you may need to pause work rather than cancel. That is fine. We can usually accommodate short pauses of up to two months with two weeks written notice.

During a pause we do not invoice you and we do not do work. When you are ready to resume, we pick up from where we left off. If your pause is longer than two months, we may need to treat it as a cancellation and start a fresh engagement when you return, so we can rebuild the team and re-plan the strategy.

Please contact us in writing. We prefer email so we have a clear record.

1. Email digisoftrank@gmail.com or your account manager directly.
2. Tell us what you are requesting (cancel, pause, refund) and, if you are comfortable, share the reason.
3. We reply within one business day to confirm and to walk you through the next steps.
4. If a refund is due, we process it within 14 business days to the original payment method or via bank transfer.

We may ask a few questions to understand the situation properly. This is not to make it hard, it is to make sure we do the right thing.

Refunds do not apply in the following situations.

• For work already completed and delivered to a professional standard.
• Where a project has been delayed because of missing information, missing access, or lack of feedback from your side.
• Where results depend on third-party platforms or search engines that we do not control.
• Where we have not been given a fair chance to resolve a concern before you request a refund.
• For fees clearly labelled as non-refundable in a proposal you have signed, such as some upfront setup fees.

We will always try to resolve any concern through an honest conversation. If we still cannot reach agreement, either of us may follow the disputes process set out in our Terms of Service. In practice, this almost never happens. Most concerns are sorted out over a phone call.

Any questions about this policy? Please reach out.

• Email: digisoftrank@gmail.com
• Phone: +971 50 182 4077
• Address: Marina Moon Tower, Shop No. 7, Dubai, UAE