This Refund Policy describes how ROBERT JACOB GROUP LLC handles refunds, cancellations, and disputes for marketing services. It should be read together with our Terms & Conditions and the specific Statement of Work governing your engagement.
1. Nature of Marketing Services
Marketing services are professional services that involve significant time, labor, and creative work delivered against a defined scope. Once work has been performed, the time and resources spent cannot be recovered. Refund eligibility reflects this reality.
2. Refund Structure
- Discovery & strategy phase: Refunds are not available once a discovery or strategy engagement has begun, as the deliverable is the work product itself.
- Project-based work: If you cancel a project before work begins, you receive a full refund of any deposit. After work begins, refunds are pro-rated based on work completed and unrecoverable costs incurred.
- Monthly retainers: Retainer fees are non-refundable for the month in which services have been rendered. Cancellations take effect at the end of the current billing month with appropriate notice.
- Third-party costs: Ad spend, licenses, and other pass-through costs are non-refundable once committed to the relevant platform or vendor.
3. Conditions & Limitations
- Refund requests must be submitted in writing to support@robertjacobgroup.com within 14 days of the event giving rise to the request.
- Refunds will not be granted for dissatisfaction with marketing performance, since results are influenced by many factors outside our direct control (see our Terms & Conditions).
- Refunds will not be granted where the client has failed to provide timely information, approvals, or assets necessary for delivery.
4. How Refunds Are Processed
Approved refunds are processed to the original payment method within 10 business days of approval. Bank or processor timelines may add additional days before funds appear.
5. Dispute Handling
If you believe an invoice or charge is incorrect, please contact us within 14 days at support@robertjacobgroup.com so we can investigate. We are committed to resolving billing concerns promptly and in good faith. We ask that you contact us before initiating a chargeback so we have an opportunity to address the issue directly.
6. Contact
ROBERT JACOB GROUP LLC
1735 Market Street, Suite A, Philadelphia, PA 19103, USA
Email: support@robertjacobgroup.com · Phone: 256-990-8391