Cancellation and Refund Policy
How cancelling, rescheduling and refunds work, for the free audit and for paid work.
The free audit
The AI visibility audit costs nothing, so there is nothing to refund. If you cannot make your slot, use the reschedule link in your confirmation email or let us know before the call. It takes about twenty seconds and it frees the slot for someone else.
If you do not show up and do not tell us, we may not offer another slot. We run a limited number of these each week.
Ongoing retainers
Retainers run month to month unless your agreement says otherwise. Either of us can end one with 30 days written notice. We keep working, and you keep paying, through the notice period, and you keep everything delivered in it.
Retainer fees cover the work done in that month. Because the work is delivered as the month goes on, part months are not refunded, though we will always finish and hand over what was in progress.
Project work
Fixed scope projects are usually invoiced in stages. If you cancel partway through, you pay for the stages completed and for work committed on the stage in progress. Anything you have paid for beyond that is refunded within 14 days.
Third party costs
Money already spent on your behalf, such as advertising spend, software licences, subscriptions or content commissioned from a third party, cannot be refunded once it is committed.
If something has gone wrong
This policy sets out the default position. If you are unhappy with the work itself, raise it with us under our complaints policy. Where we have got something wrong, we would rather put it right than argue about a clause.
How to cancel
Email service@mossydigital.ai so there is a written record and a date. We will confirm receipt and the effective end date in writing. Mossy Digital will invoice any balance due at that point.