Our commitment to transparency and client satisfaction. Learn about our refund policies for different service types and understand your rights as our valued client.
At River Stone Web Studio, we believe in delivering exceptional value and measurable results. Our refund policy is designed to be fair, transparent, and aligned with the digital marketing industry standards. We aim to ensure client satisfaction while maintaining sustainable business practices.
We offer a 14-day satisfaction guarantee on all new service agreements. If you're not completely satisfied with our initial strategy and planning, you may request a full refund within this period.
Different services have different refund policies based on their nature and delivery process. Please review the specific policy that applies to your service:
Refund Window: 30-day money-back guarantee on initial setup and strategy. After 30 days, refunds are prorated based on work completed.
Non-refundable: Work already delivered and implemented cannot be refunded.
Management Fees: 14-day satisfaction guarantee on management services. After 14 days, refunds are prorated.
Ad Spend: Advertising budgets spent on platforms are non-refundable as these are paid directly to third parties.
Strategy & Setup: 14-day refund period on initial strategy and setup fees.
Monthly Management: Current month's fee is non-refundable once work has commenced.
The following items and situations are explicitly non-refundable:
No refunds will be issued for services terminated due to violations of our Terms of Service, including but not limited to: providing false information, attempting black-hat SEO techniques, or using our services for illegal activities.
Follow these steps to request a refund:
Email your refund request to [email protected] within the eligible timeframe. Include your account details and reason for the request.
Our team will review your request within 3-5 business days. We may contact you to discuss your concerns and explore alternative solutions.
You will receive a decision via email. Approved refunds will be processed within 10 business days to the original payment method.
Upon refund approval, we will provide necessary documentation and assistance for transitioning your accounts and assets.
Digital marketing results take time to manifest. Our refund policy covers service delivery, not specific performance outcomes. We provide transparent timelines and expectations during our initial consultation. If you're concerned about progress, we encourage you to schedule a strategy review with your account manager.
Advertising budgets are held in your own accounts with platforms like Google Ads and Facebook Ads. When you cancel services, you retain full control and ownership of any remaining budget. We do not refund ad spend as these funds are paid directly to the advertising platforms.
Yes, we offer service pausing for clients who need temporary breaks. Service pausing maintains your current strategy and retains your place in our workflow. There may be a small monthly maintenance fee to keep your account active. Contact your account manager to discuss pausing options.
We encourage clients to discuss specific concerns with their account manager. Often, we can adjust strategies, reassign resources, or modify approaches to better meet your needs. Partial service adjustments are usually preferable to complete cancellation and refund.
Our billing team is here to help. Contact us for questions about our refund policy or to discuss your specific situation. We're committed to finding fair solutions for all our clients.