1. Overview
This Cancellation and Refund Policy outlines the terms and conditions for cancellations and refunds for services provided by The Bamboo Lab. We are committed to delivering high-quality digital marketing and technology services and aim to ensure client satisfaction.
2. Service Cancellation
Either party may request cancellation of services subject to the following terms:
- Cancellation requests must be submitted in writing via email
- A notice period of 15 days is required for monthly retainer services
- Project-based services may be cancelled as per the specific agreement terms
- All work completed up to the cancellation date remains billable
3. Refund Eligibility
Refunds may be considered under the following circumstances:
- Service Not Initiated: Full refund if work has not commenced
- Partial Completion: Pro-rated refund for work not yet delivered, minus costs incurred
- Service Issues: Partial or full refund if we fail to deliver agreed services due to our fault
- Duplicate Payments: Full refund for any accidental duplicate payments
4. Non-Refundable Items
The following are generally non-refundable:
- Services already rendered and delivered
- Third-party costs incurred on behalf of the client (ad spend, software licenses, domain registrations, etc.)
- Custom development work that has been completed and approved
- Strategy, research, and consultation services that have been delivered
- Setup fees and onboarding costs for services already initiated
5. Refund Process
To request a refund:
- Submit a written request to our team via email
- Include your project details and reason for the refund request
- Our team will review the request within 7 business days
- If approved, refunds will be processed within 14 business days
- Refunds will be issued to the original payment method
6. Monthly Retainer Services
For ongoing monthly services:
- Monthly fees are billed in advance and are non-refundable once the billing period begins
- Cancellation will take effect at the end of the current billing period
- No partial refunds for unused portions of the current month
- Any advance payments for future months will be refunded
7. Project-Based Services
For fixed-price projects:
- Refunds are calculated based on the percentage of work completed
- Milestone payments for completed milestones are non-refundable
- If cancellation occurs mid-project, payment for work completed will be due
- Any unused advance payments will be refunded after deducting completed work value
8. Advertising and Media Spend
For performance marketing services:
- Ad spend paid directly to platforms (Google, Meta, etc.) is non-refundable by us
- Clients must contact the respective platforms for ad credit refunds
- Management fees for campaigns already running are non-refundable
- Setup fees for advertising accounts are non-refundable once work begins
9. Dispute Resolution
If you are dissatisfied with our decision regarding a refund request, we encourage open communication to resolve the matter. Please reach out to discuss your concerns, and we will work together to find a fair resolution. Disputes will be handled in accordance with the terms outlined in our Terms of Service.
10. Modifications to This Policy
The Bamboo Lab reserves the right to modify this Cancellation and Refund Policy at any time. Changes will be effective upon posting to our website. Individual service agreements may contain specific refund terms that supersede this general policy.
11. Contact Us
For cancellation or refund requests, please contact us through:
- Our website contact form
- Email or other contact methods provided on our website