Refund Policy

At Megaover Ltd, we strive to deliver exceptional marketing services and ensure client satisfaction. This Refund Policy outlines the terms and conditions for refunds on our digital marketing services.

1. Scope and Nature of Services

Our services are bespoke digital marketing solutions tailored to each client's specific needs. These include:

• Strategy & Consulting: Marketing audits, strategic planning, business analysis, and advisory sessions
• Media Buying & Advertising: Campaign setup, management, and optimization on Meta Ads, TikTok Ads, Google Ads, and other platforms
• Content & UGC: Video production, photography, graphic design, copywriting, and user-generated content campaigns
• Design & Branding: Logo design, brand identity systems, visual guidelines, and marketing collateral
• Web Development & SEO: Website design, development, optimization, and search engine marketing
• Analytics & Reporting: Performance tracking, data analysis, and strategic recommendations

All services involve professional time, creative work, and digital deliverables that are produced specifically for each client.

2. Refund Eligibility

Refund eligibility depends on the project stage and nature of work completed:

2.1 Discovery & Strategy Deposits

Non-refundable once work begins. Discovery sessions, strategy development, and initial consultations involve professional time and expertise. Once these services commence, deposits are non-refundable.

2.2 Pre-Production (Before Kickoff)

If you cancel before the project kickoff meeting or first deliverable:

• ≥5 business days before scheduled kickoff: 80% refund of deposit (20% administrative fee)
• <5 business days before kickoff: 50% refund (50% administrative fee)
• After kickoff meeting: No refund (work has commenced)

2.3 Production Started (Work In Progress)

Once production begins (content creation, design work, development, or campaign launch), only pro-rata partial refunds may be available:

• Hourly/Time-Based Projects: Refund of unconsumed hours only, calculated at our standard hourly rate
• Milestone-Based Projects: Refund of incomplete milestones only (completed milestones are non-refundable)
• Creative Work: Once concepts, designs, or content are delivered, no refund is available for that deliverable

2.4 Platform Media Spend

Non-refundable. Advertising budgets paid directly to platforms (Meta, TikTok, Google, etc.) are not refundable. These funds are controlled by third-party platforms and cannot be recovered once spent.

2.5 Third-Party Costs

Non-refundable once purchased. This includes:

• Stock photos, videos, music, or fonts
• Software licenses or SaaS subscriptions purchased for your project
• Freelancer or contractor fees
• Domain registrations or hosting fees

2.6 Completed or Delivered Work

Non-refundable. Once work is completed, delivered, and accepted (or deemed accepted after the 5-day review period), no refunds are available.

2.7 Subscriptions & Retainers

For recurring monthly services:

• Cancellation: Must provide ≥7 days' notice before next billing date
• Unused Days: Credited to next invoice or final invoice (no cash refund for partial months)
• Completed Work: Work completed in current billing period is non-refundable

2.8 Subscription Cancellation Method

To cancel recurring services:

1. Email support@megaover.online with at least 7 days' notice
2. Include your account details and cancellation reason (optional)
3. Cancellation confirmation will be sent within 2 business days
4. Services continue until the end of current billing period

3. UK Consumer Rights

3.1 Digital Services Exemption

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, digital services and bespoke creative work are exempt from the standard 14-day cooling-off period once performance begins with your explicit consent.

When you approve a project to commence, you expressly agree to waive the 14-day cancellation right for that specific service.

3.2 Consumer Rights Act 2018

Under the Consumer Rights Act 2018, services must be:

• Performed with reasonable care and skill
• Completed within a reasonable time (if not specified)
• At a reasonable price (if not agreed in advance)

If we materially fail to meet these standards, we will correct defects at no charge within 14 days. If correction is impossible or unreasonable, you may be entitled to a price reduction or refund.

3.3 Remediation Before Refund

Before requesting a refund, we encourage you to contact us about any concerns. We commit to:

• Addressing quality issues within 5 business days
• Providing revisions within the agreed scope at no charge
• Finding reasonable solutions to service concerns

4. How to Request a Refund

4.1 Refund Request Process

To request a refund, email support@megaover.online with:

• Project Name/Reference: Clear identification of the service
• Invoice Number: From your payment confirmation
• Order Date: When service was purchased
• Reason for Request: Detailed explanation
• Supporting Evidence: Screenshots, correspondence, or other documentation

4.2 Review Timeline

• Initial Response: Within 2 business days
• Decision: Within 5-10 business days
• Decision Email: Sent with explanation and next steps

4.3 Refund Processing

Approved refunds are processed as follows:

• Processing Time: 5-10 business days from approval
• Method: Original payment method (Stripe, Wise, Payoneer, bank transfer)
• Bank Processing: Additional 3-5 business days depending on your bank
• Currency: Refunded in GBP; foreign exchange differences are not covered
• VAT: Refunded proportionally where applicable

5. Chargebacks and Disputes

5.1 Contact Us First

If you have concerns about charges or services, please contact us first at support@megaover.online. Most issues can be resolved quickly through direct communication.

5.2 Chargeback Consequences

Filing an unjustified chargeback may result in:

• Administrative fees to cover chargeback costs (typically £50-100)
• Immediate suspension of all services
• Legal action to recover damages and fees
• Reporting to credit bureaus and fraud databases

5.3 Evidence We Maintain

We provide comprehensive documentation to payment processors, including:

• Signed Statements of Work and Service Agreements
• Project briefs and specifications
• Time logs and work records
• Deliverables and approval confirmations
• Email correspondence and communication history
• Platform receipts for media spend
• Invoices and payment records

6. Compliance and Verification

6.1 AML/KYC Requirements

To comply with Anti-Money Laundering (AML) regulations and payment processor requirements (Wise, Payoneer, Stripe), we may:

• Verify your identity and company registration
• Request proof of business ownership or control
• Inquire about the source of funds for large transactions
• Conduct enhanced due diligence for high-value contracts

6.2 Refusal of Service

We reserve the right to refuse, cancel, or refund transactions that:

• Breach AML or sanctions regulations
• Violate payment platform policies
• Involve fraudulent activity or misrepresentation
• Cannot be adequately verified under KYC requirements

7. Frequently Asked Questions

8. Contact and Escalations

For refund requests, billing questions, or disputes, please contact:

• Primary Contact: support@megaover.online
• Postal Address: Megaover Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
• Response Time: Within 2 business days

8.1 Governing Law

This Refund Policy is governed by the laws of England and Wales. Any disputes arising from refund requests or service issues will be subject to the exclusive jurisdiction of the courts of England and Wales, with venue in London.

8.2 Alternative Dispute Resolution

If we cannot resolve a dispute through direct communication, both parties agree to attempt mediation before pursuing litigation.

9. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on this page with a revised "Last updated" date.

For ongoing contracts, significant changes will be communicated via email at least 30 days before taking effect.