Refund & Cancellation Policy
We believe in transparent, fair policies that protect both our clients and our business. This page outlines our terms for cancellations, refunds, and service modifications.
Our Commitment to Fairness
SEO Hermit is committed to delivering exceptional value and maintaining long-term client relationships. We understand that business needs change, and we've designed our policies to be reasonable and transparent while respecting the nature of professional consulting services.
Policy Overview
Due to the nature of professional consulting services, our refund and cancellation policies differ from typical product-based businesses. Strategic SEO consulting involves significant upfront investment in research, analysis, and planning that begins immediately upon engagement.
Fees for completed work are non-refundable
Cancellations require advance written notice
Your signed agreement takes precedence
Specific terms in your signed Statement of Work (SOW) or Service Agreement may supersede this general policy. When there is a conflict, the terms of your signed agreement take precedence.
Policies by Service Type
Our policies vary based on the type of engagement. Select your service type below for specific terms:
Monthly Retainer Services
Ongoing AdvisoryCancellation
- Notice Period: 30 days written notice before the next billing cycle
- Minimum Commitment: As specified in your SOW (typically 3-6 months)
- Early Termination: Subject to early termination fee equal to one month's retainer if cancelled before minimum term
Refunds
- Retainer fees are billed in advance and are non-refundable for the current period
- Unused hours from the current billing period do not roll over or qualify for refund
- If we fail to deliver agreed-upon services, a pro-rata credit may be applied to the next billing cycle
Project-Based Engagements
Fixed ScopeCancellation
- Before Work Begins: Full refund minus 10% administrative fee
- After Kickoff: Payment for work completed to date, plus any contracted cancellation fee
- Mid-Project: Pro-rated based on percentage of deliverables completed
Refunds
- Milestone payments for completed deliverables are non-refundable
- If a project is cancelled after partial completion, you receive all work product completed to that point
- Unused portions of project deposits may be refundable at our discretion
Fractional SEO Director
Embedded LeadershipCancellation
- Notice Period: 60 days written notice
- Minimum Commitment: Typically 6-12 months (as specified in SOW)
- Transition Support: Includes knowledge transfer and handoff documentation
Refunds
- Monthly fees are non-refundable once the service period begins
- Early termination before minimum commitment may incur penalty equal to 2-3 months' fees
- Transition period (final 30 days) is billed at full rate
SEO Audits & Assessments
One-Time DeliverableCancellation
- Before Work Begins: Full refund within 48 hours of payment
- After Work Begins: No refund once analysis has commenced
- Delivery Issues: If we cannot deliver due to access issues, partial refund may apply
Refunds
- Once the audit report is delivered, the fee is fully earned
- Dissatisfaction with findings does not qualify for refund (we report what we find)
- If report contains material errors, we will revise at no additional cost
SEO Due Diligence
M&A AdvisoryCancellation
- Deal Falls Through: Work completed to date is billable; unused retainer may be partially refunded
- Client-Initiated: Payment for analysis completed plus 25% of remaining scope
- Expedited Engagements: Rush fees are non-refundable
Refunds
- Due diligence fees are non-refundable once analysis begins
- Findings adverse to the deal do not qualify for refund
- If target company denies data access, partial refund based on external-only analysis delivered
Training & Workshops
Team EnablementCancellation
- 14+ Days Before: Full refund or reschedule at no charge
- 7-13 Days Before: 50% refund or reschedule with 25% fee
- Less than 7 Days: No refund; reschedule subject to 50% fee
Refunds
- Training materials provided remain licensed for your use
- No refunds for partially attended sessions
- Attendee substitutions allowed at no charge with 48 hours notice
Advisory & Consulting Hours
Hourly/Day RateCancellation
- Scheduled Calls: 24 hours notice required to avoid billing
- Consulting Days: 72 hours notice required
- No-Shows: Billed at full rate for scheduled time
Refunds
- Prepaid hour packages are non-refundable but do not expire
- Unused hours may be applied to other services upon request
- Hours are billed in 30-minute increments
Cancellation Procedures
To cancel or modify your engagement, please follow these procedures:
Submit Written Notice
Send cancellation requests via email to [email protected]. Include your company name, project/engagement name, and requested cancellation date.
Confirmation & Review
We will confirm receipt within 2 business days and review your SOW to determine applicable terms, fees, and any refund eligibility.
Final Statement
You will receive a final statement showing work completed, amounts due or refundable, and any deliverables to be provided.
Transition & Closure
We will complete any transition activities, deliver outstanding work product, and process any refunds within 30 days.
Modification Requests
If you need to modify your engagement scope rather than cancel entirely, please contact us to discuss options. We are often able to adjust scope, timing, or resource allocation to better fit your evolving needs without triggering cancellation terms.
Refund Eligibility
When Refunds Apply
Eligible for Refund
- Services not yet commenced (within 48 hours of payment)
- Prepaid services we are unable to deliver
- Material breach of our obligations under the SOW
- Billing errors or duplicate charges
- Unused portions of project deposits (at our discretion)
Not Eligible for Refund
- Completed work and delivered deliverables
- Time and materials already expended
- Dissatisfaction with strategic recommendations
- Changes in your business priorities
- Failure to achieve desired rankings or traffic (results not guaranteed)
- Third-party costs incurred on your behalf
Refund Processing
- Timeline: Approved refunds are processed within 30 business days
- Method: Refunds are issued via the original payment method when possible
- Currency: Refunds are issued in the original currency of payment
- Partial Refunds: May be offered at our discretion for extenuating circumstances
Service Credits
In some cases, we may offer service credits instead of refunds. Service credits:
- Can be applied to any future SEO Hermit service
- Are valid for 12 months from date of issue
- Are non-transferable to other parties
- Cannot be redeemed for cash
Enterprise Agreements
Enterprise clients with Master Service Agreements (MSAs) or custom contracts may have different terms than outlined above. Key considerations for enterprise engagements:
Custom Terms
Enterprise MSAs may include negotiated cancellation terms, different notice periods, and custom refund provisions. Your signed agreement governs.
Multi-Year Commitments
Discounts for multi-year commitments may require pro-rated repayment if cancelled early. Volume discounts may be recalculated retroactively.
Termination for Convenience
Some enterprise agreements include termination for convenience clauses with specified notice periods (typically 60-90 days) and wind-down terms.
Change Control
Enterprise engagements often have formal change control processes. Scope changes follow the agreed change order procedure rather than cancellation.
For questions about your enterprise agreement terms, please contact your designated account manager or email [email protected].
Dispute Resolution
If you disagree with a cancellation fee, refund determination, or other billing matter, we encourage you to work with us to find a fair resolution.
Resolution Process
- Initial Discussion: Contact us to discuss your concerns. Many issues can be resolved through direct communication.
- Formal Review: Submit a written dispute to [email protected]. We will review within 10 business days and provide a written response.
- Escalation: If not resolved, you may request escalation to the principal for final review.
- Mediation: For unresolved disputes, we agree to participate in good-faith mediation before any legal action.
Full dispute resolution procedures are outlined in our Terms of Service.
Contact Us
For questions about this policy or to discuss your specific situation, please contact us:
General Inquiries
Contracts & Cancellations
Billing & Refunds
Enterprise Accounts
SEO Hermit
7373 E Doubletree Ranch Rd #200
Scottsdale, AZ 85258