Refund Policy

Our approach

Most of our work is a service delivered by people, so once time has been spent on your project it cannot be returned. This policy explains when you can get your money back and how to ask. If the written quote for your project includes different refund terms, those terms apply.

Before work starts

If you cancel before we have started work on your order, you get a full refund. Work starts when we begin research, planning, design, development or campaign setup for you, and we will let you know when that happens.

Projects in progress

• If you cancel a project while it is in progress, we refund the part of the price for work that has not been done yet. Work already completed, including finished milestones, is not refundable.
• For milestone projects, each paid milestone that has been delivered is final.
• Third-party costs we have already paid for you, such as domains, hosting, app store developer fees, software licences, ad spend or directory fees, are not refundable.

Monthly plans

You can cancel a monthly plan at any time, and it will not renew. The current month you have already paid for is not refunded, but the work for that month continues until the end of the period. If you cancel within 48 hours of a renewal payment and we have not started that month's work, we will refund the renewal.

Promotion campaigns and packages

For podcast, music, extension and social media promotion, and for local citation and SEO packages, a campaign or package cannot be refunded once it has started, because placements, listings and outreach are already being delivered. If we are unable to start your campaign, you get a full refund.

If something is not right

If a deliverable does not match what we agreed, tell us within 14 days of delivery. We will first fix or redo it as part of your included revisions. If we still cannot deliver what was agreed, we will offer a fair partial or full refund for that part of the work.

What is not covered

• Rankings, traffic, streams, downloads, leads or sales that are lower than you hoped, unless a guarantee is written into your quote.
• Decisions made by Google, Apple, Meta, Spotify or other platforms, such as app or ad rejections and algorithm changes.
• Delays caused by missing content, access or feedback from you.
• A change of mind after work has been delivered.

How to request a refund

Email contact@jaysrocky.com with your name, order or invoice number and the reason for your request. We reply within 3 business days.

Approved refunds are sent to your original payment method within 5 to 10 business days. Your bank or card provider may take a few extra days to show it. Please contact us before opening a dispute or chargeback with your bank, so we can resolve it faster.

Orders through Fiverr

If you ordered through our Fiverr profile, cancellations and refunds are handled through Fiverr under Fiverr's own terms. See also our Terms of Service.