Please read this policy carefully before making a purchase. By engaging Royana’s services and making payment, you confirm that you have read and agreed to this Refund Policy. This policy forms part of our Terms & Conditions and applies to all services offered by Royana.

Section 01

Our Commitment to You

At Royana, we are committed to delivering high-quality digital marketing services that create genuine value for our clients. We invest significant time, expertise, and resources from the moment a project begins — and our pricing reflects that commitment.

We understand that circumstances can change. This policy is designed to be fair to both parties: protecting clients when we fall short of our obligations, while acknowledging the real costs incurred when work has already commenced.

If you are ever dissatisfied with our work, we encourage you to contact us before submitting a refund request. In many cases, we can resolve concerns through revisions, strategy adjustments, or service credits — often a faster and more satisfying outcome for everyone.

Section 02

Refund Eligibility

Refund eligibility depends on whether work has commenced, the type of service purchased, and the reason for the request. The following outlines situations where refunds are and are not applicable.

Eligible for Refund
  • Payment made but work has not yet commenced
  • Royana fails to deliver within the agreed timeline without valid reason
  • Deliverables are materially different from what was agreed in writing
  • Royana cancels the engagement due to internal reasons
  • Duplicate payment made in error
Not Eligible for Refund
  • Work has commenced and been partially or fully delivered
  • Dissatisfaction with results due to market or algorithm factors beyond our control
  • Client changes their mind after work has begun
  • Client fails to provide required materials or approvals
  • Monthly retainer fees for work already delivered
  • Third-party costs (ad spend, tools, hosting) paid on behalf of client

Section 03

Policy by Service Type

Our refund terms vary depending on the nature of the service. The table below summarizes the applicable policy for each service category.

Service Deposit Before Work Starts After Work Starts
Ads Management Packages (Monthly) — Full refund Non-refundable for the current billing period
Duplicate / Erroneous Payment Full refund upon verification

3.1 Monthly Management Packages (Google, TikTok, YouTube, Facebook & App Ads)

Monthly management fees cover a full calendar month of dedicated work, planning, and resource allocation. If you cancel before work on your account has started, you receive a full refund. Once the billing period has commenced, the fee for that period is non-refundable.

If a Client wishes to cancel a retainer, they must provide at least 30 days' written notice before the next billing date. No fees will be charged for periods after the confirmed cancellation date.

3.2 Free Consultations

Our initial consultation is free of charge, so no payment or refund applies. Consultation calls can be rescheduled at any time by emailing support@royana.info.

Section 04

Non-Refundable Items

The following are explicitly non-refundable under all circumstances:

  • Third-party advertising spend — Any budget allocated to Google Ads, Meta Ads, or other paid platforms managed on the Client's behalf. These funds are transmitted directly to the platforms and are governed by their own refund policies.
  • Third-party tool subscriptions — Costs for tracking or analytics tools, creative tools, stock imagery, or software licenses purchased on behalf of the Client.
  • Strategy and planning fees — Time invested in discovery calls, audits, strategy development, and project planning prior to delivery of any tangible output.
  • Completed and approved deliverables — Any content, designs, reports, or other outputs that have been delivered and approved (verbally or in writing) by the Client.

Royana is not responsible for refunding costs incurred by third-party platforms. If a paid advertising campaign underperforms, that is governed by the platform's own policies — not Royana’s. We will always work with you to optimize campaigns within the budget provided.

Section 05

How to Request a Refund

To submit a refund request, please follow the process below. Requests submitted outside this process may experience delays.

1
Submit a Written Request
Email support@royana.info with the subject line "Refund Request — [Your Company Name]". Include your invoice number, the service in question, the amount paid, and a clear explanation of the reason for your request.
Within 14 days of the issue
2
Acknowledgement
Our team will acknowledge receipt of your request within 2 business days and assign a case reference number for tracking.
2 business days
3
Review & Assessment
Our team will review all relevant project files, communication records, deliverables, and payment history. We may reach out to request additional information or schedule a brief call to better understand your concern.
Up to 7 business days
4
Decision Notification
We will notify you of our decision in writing, including the outcome (full refund, partial refund, service credit, or denial) along with a clear explanation. If denied, we will outline why and propose alternative resolutions where applicable.
Within 10 business days total
5
Refund Issued
If approved, your refund will be processed to the original payment method within the timeframe outlined in Section 6. You will receive a written confirmation once the refund has been initiated.
See Section 6 for timelines

Refund requests must be submitted within 14 calendar days of the date of the issue or disputed charge. Requests submitted after this period may not be considered, except in cases of duplicate payment or technical error.

Section 06

Refund Processing

Once a refund has been approved, the following processing timelines apply depending on the original payment method:

Payment Method Processing Time Notes
Credit / Debit Card 5–10 business days Timeline may vary by issuing bank
Bank Transfer (Wire) 3–7 business days International transfers may take longer
PayPal 3–5 business days Returned to original PayPal account
Stripe 5–10 business days Per Stripe's refund processing policy
Service Credit Immediate upon approval Applied to next invoice or future service

All refunds will be issued in the same currency and to the same payment method used for the original transaction, unless otherwise agreed in writing. Royana is not responsible for any currency conversion fees or losses incurred during the refund process.

If the original payment method is no longer valid (e.g., card expired, account closed), the Client must notify us and provide an alternative. This may extend the refund timeline. Royana cannot issue refunds to a different person or entity than the original payer.

Section 07

Disputes & Chargebacks

We strongly encourage clients to contact us directly before initiating a chargeback or payment dispute with their bank or card provider. Most concerns can be resolved quickly and amicably through direct communication.

7.1 Chargeback Policy

If a Client initiates a chargeback without first engaging Royana’s refund process, Royana reserves the right to:

  • Dispute the chargeback by submitting evidence of services rendered, communications, and approved deliverables to the payment processor;
  • Immediately suspend all active services and withhold delivery of any pending work;
  • Pursue recovery of the disputed amount plus any chargeback fees incurred (typically USD $15–$25 per dispute) through legal means if necessary;
  • Terminate the Client relationship permanently.

7.2 Fraudulent Disputes

Filing a fraudulent or bad-faith chargeback for services that were properly delivered constitutes a breach of our Terms & Conditions. Royana will take all necessary steps — including legal action — to recover losses resulting from fraudulent disputes.

Please contact us at support@royana.info before filing a dispute with your bank. We respond within 2 business days and are committed to finding a fair resolution.

Section 08

Alternatives to Refunds

In situations where a full refund is not applicable but the Client has a legitimate concern, Royana may offer the following alternatives at our discretion:

  • Revision rounds: Additional rounds of revisions at no charge to bring deliverables to the agreed standard;
  • Service credit: A credit applied to your account for use against future invoices — often processed faster than a cash refund;
  • Strategy consultation: A complimentary strategy session to reassess direction, address concerns, and improve outcomes;
  • Extended service period: An additional week or month of service at no charge to compensate for delays or underdelivery;
  • Partial credit on cancellation: A goodwill credit for the unused portion of a retainer where cancellation occurs mid-cycle, assessed on a case-by-case basis.

We genuinely want every client to feel they received excellent value. If something isn't working, reach out — we will always try to make it right before a refund becomes necessary.

Section 09

Policy Changes

Royana reserves the right to update or amend this Refund Policy at any time. Changes will be communicated via email and posted on our website. The version of this policy in effect at the time of your payment governs that specific transaction.

We encourage you to review this policy periodically. Continued use of our services after a policy update constitutes your acceptance of the revised terms.

Section 10

Contact Us

If you have any questions about this Refund Policy, or if you would like to discuss a concern before submitting a formal request, our team is here to help. We aim to respond to all inquiries within 2 business days.

Please reach out to us at support@royana.info with as much detail as possible so we can assist you promptly and effectively.