Refund Policy

At MemeLab Marketing, we invest significant time, expertise, creative resources, and strategic thinking into every client engagement. Because our services are creative and intellectual in nature — involving research, strategy development, content creation, and specialized knowledge — they cannot be "returned" in the traditional sense once delivered or substantially commenced.

That said, we believe in fair and transparent business practices. If we fail to deliver what was agreed, fall short of the standards we've committed to, or are responsible for significant errors in our work, we will work to make it right. Our first preference is always to resolve issues through revision, replacement of deliverables, or application of credits toward future services.

Refunds, where applicable, are issued at the discretion of MemeLab Marketing's management, based on the specific circumstances of each case, and in accordance with the provisions of this policy. We aim to be fair, reasonable, and responsive in all such situations. Client satisfaction is important to us — not because it's a legal obligation, but because it reflects our commitment to doing excellent work.

This policy applies to all engagements with MemeLab Marketing and supplements (but does not replace) any specific terms set out in your individual Service Agreement. In the event of a conflict between this policy and your Service Agreement, the Service Agreement shall govern.

Refund eligibility varies depending on the type of service engaged and the stage of the project at the time the refund request is made. The following scenarios outline our general approach:

For clients on monthly retainer agreements, the following terms apply specifically:

• Cancellation Notice: To cancel a monthly retainer, clients must provide a minimum of thirty (30) days written notice prior to the next billing cycle. Cancellations with less than 30 days notice will be charged the full fee for the next billing cycle.
• Current Cycle Refunds: Retainer fees paid for the current billing cycle are generally non-refundable once the cycle has commenced and services have begun. If cancellation occurs within the first 3 business days of a new billing cycle and no work has been initiated for that cycle, a full refund of that cycle's fee may be requested.
• Pro-Rata Refunds: If we are unable to deliver the agreed scope of services for a given month due to circumstances on our end (not the client's), we may offer a pro-rata credit or refund for the undelivered portion of services.
• Pause Option: Instead of cancellation, clients may request to pause their retainer for up to 60 days. During a pause, no fees are charged and no services are delivered. This option is available once per 12-month period and must be requested with at least 14 days notice before the next billing date.
• Pre-Paid Retainer Blocks: If you have pre-paid for multiple months of retainer services at a discounted rate and wish to cancel before the pre-paid period is complete, you may receive a refund for unused months at the standard (non-discounted) monthly rate, not the pre-paid discounted rate.

For fixed-scope projects billed on a project basis rather than a retainer, the following terms apply:

• Initial Deposit: Deposits paid to initiate project work are refundable in full if the client cancels within 48 hours of payment and before any work has commenced, minus payment processing fees. Deposits are non-refundable if work has commenced.
• Milestone Payments: Payments made upon reaching defined project milestones are non-refundable once the milestone deliverables have been reviewed and approved by the client, or once the revision window has passed without a revision request.
• Final Payments: Final payments upon project completion are non-refundable once deliverables have been delivered and accepted.
• Scope Changes: If the client requests changes that significantly alter the project scope after work has commenced, additional fees may apply and the original project fee is non-refundable for work already completed. A new estimate will be provided for the revised scope.
• Delivery Failures: If MemeLab Marketing fails to deliver project deliverables by the agreed deadline and this failure is not attributable to any action or inaction by the client, the client may be entitled to a partial refund for each day of delay beyond the agreed timeline, as specified in the Service Agreement.

The following items and situations are explicitly non-refundable under this policy:

• Performance-Based Dissatisfaction: Refunds are not available solely on the basis that content did not achieve desired engagement rates, follower growth, virality, or other performance metrics. Social media performance is influenced by platform algorithms, audience behavior, timing, competitive activity, and many other factors outside MemeLab Marketing's control.
• Change of Mind: If you simply change your mind about proceeding with a project or no longer wish to pursue the marketing strategy after work has commenced, this does not entitle you to a refund of work already performed.
• Client-Caused Delays: If project delays or failures to deliver are caused by the client's failure to provide required information, approvals, access, or materials in a timely manner, no refund will be issued for any resulting delays or dissatisfaction.
• Third-Party Platform Issues: Issues arising from social media platform outages, algorithm changes, policy changes, account suspensions, or other third-party actions outside our control do not entitle the client to a refund.
• Approved Deliverables: Once the client has formally approved a deliverable, either in writing or through deemed approval after the review window expires, the fee for that deliverable is non-refundable.
• Rush or Expedited Fees: Additional fees charged for expedited service timelines are non-refundable regardless of the outcome.
• Requests Submitted After 30 Days: Refund requests submitted more than 30 days after the delivery of the relevant services will not be considered.

If you believe you are entitled to a refund under this policy, please follow these steps to submit your request:

1. Contact Us in Writing: Submit your refund request in writing via email to experiments@memelab-marketing.com. Your request must clearly state the reason for the refund, the amount requested, and any supporting documentation.
2. Include Relevant Details: Please include your company name, the service agreement or invoice number, the date of the relevant service or deliverable, and a clear description of the issue giving rise to your refund request.
3. Allow Time for Review: We will acknowledge your request within 2 business days and aim to complete our review within 10 business days. Complex cases may require additional time, and we will keep you informed of the timeline.
4. Good Faith Discussion: We may contact you to discuss your concerns and understand your perspective before making a determination. We genuinely want to understand what went wrong and how we can make it right.
5. Resolution: Once a decision has been made, we will communicate it to you in writing along with the rationale. If your request is approved, refunds will be processed within 14 business days to the original payment method where possible.
6. Dispute Escalation: If you are not satisfied with the outcome of your refund request, you may escalate the matter by requesting a review by senior management. This request should be submitted in writing within 10 business days of receiving our initial decision.

We are committed to resolving all refund requests promptly, fairly, and professionally. We take every complaint and refund request seriously as an opportunity to improve our services and client relationships.

In many cases, our preferred approach is to offer an alternative resolution rather than a cash refund. These alternatives may be more beneficial to the client and allow us to demonstrate our commitment to delivering excellent work. Alternative resolutions may include:

• Revised Deliverables: We will redo or significantly revise any deliverable that fails to meet the agreed specifications at no additional cost.
• Service Credits: A credit applied to future invoices representing the disputed amount, allowing you to apply it toward additional services.
• Bonus Deliverables: Additional content, strategy sessions, or services provided at no charge to compensate for any shortfalls in the original engagement.
• Extended Service Period: Additional weeks or months of service provided at no cost to make up for any period where services fell below expectations.

We will always propose the most appropriate resolution based on the specific circumstances of each case. The client is not obligated to accept an alternative resolution and may still request a refund in accordance with this policy.

MemeLab Marketing reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. The policy in effect at the time of your service agreement governs refund requests arising from that agreement.

This Refund Policy is governed by the laws of the State of Missouri, United States. Any disputes arising from the application of this policy that cannot be resolved through the internal process described above shall be subject to the dispute resolution provisions set out in our Terms of Service.

This policy does not affect any statutory rights you may have under applicable consumer protection laws. Where any provision of this policy conflicts with applicable mandatory consumer protection legislation, the applicable legislation shall prevail to the extent of the inconsistency.

By engaging MemeLab Marketing's services, you acknowledge that you have read and understood this Refund Policy and agree to its terms. If you have any questions before engaging our services, please contact us — we're happy to discuss any aspect of this policy in advance.