Refund Policy

Brand Bongo operates on a simple, client-first principle: you do not pay for a website until you are satisfied with what we have built. This is not a promotion — it is fundamental to how we do business. Because of this model, refund scenarios for the initial build phase are rare by design. We build, you review, and payment is only requested once we have delivered something you are proud of.

• No payment required upfront: We do not charge a deposit or require payment before or during the design and development phase of your initial website.
• Satisfaction review period: Once we deliver the completed site, you receive a review period (typically 48–72 hours, as stated in your project agreement) to evaluate the work.
• Revisions included: If the delivered site does not fully meet the agreed brief, we will revise it. The number of included revision rounds is specified per project.
• No charge if you are not happy: If, after the completion of included revision rounds, the deliverable still does not materially conform to the agreed brief, you will not be charged. The project may be closed with no financial obligation on your part.
• Scope changes: Requests that materially expand the original agreed scope after work has commenced may be separately quoted and invoiced regardless of project outcome.

• Unlimited small fixes included in your package or active care plan are performed at no additional charge and are not eligible for refund as standalone items.
• Separately scoped and invoiced change requests or additions approved in writing are non-refundable once work has commenced, except as outlined in Section 4 below.

• Before work commences: If you have paid a deposit or retainer and request cancellation before any design or development work has begun, you are entitled to a full refund of that amount.
• After work commences: If you cancel a paid project after work has commenced, you will be refunded the pro-rated portion of fees attributable to work not yet performed, less any non-recoverable third-party costs incurred on your behalf (e.g., licensed assets, domain registrations).
• After delivery and approval: Once you have formally approved a deliverable in writing or by payment, that work is considered accepted and is not eligible for refund.
• Disputes: If you believe the delivered work does not conform to the agreed brief, please contact us within the stated review period. We will work in good faith to resolve the issue before any refund determination is made.

• Monthly plans: Cancel any time with 30 days' notice. No refund is issued for the current billing period already paid.
• Annual plans: Eligible for a pro-rated refund within the first 30 days of the term. After 30 days, annual plans are non-refundable for the remainder of the term.
• Setup fees: One-time setup fees for care plans and hosting are non-refundable once account provisioning has occurred.

• Strategy, consultation, and campaign setup fees are non-refundable once the work has commenced, as these represent time and expertise already rendered.
• Ongoing monthly retainers for digital marketing services may be cancelled with 30 days' notice. No refund is issued for the current month already paid.
• Third-party advertising spend (Google Ads, Meta Ads, etc.) paid directly to ad platforms is subject to those platforms' refund policies and is not refundable by Brand Bongo.

• Domain name registrations and transfers (subject to registrar policies).
• Third-party software licenses, plugins, or stock asset purchases made on your behalf.
• Rush or priority build fees once the build has commenced.
• Consulting or strategy sessions already delivered.
• Any service for which payment was made more than 60 days prior to the refund request, unless otherwise required by law.

To request a refund, contact us in writing at billing@brandbongo.com with your project name, invoice number, and the reason for your request. We will acknowledge your request within 2 business days and aim to resolve it within 10 business days. Approved refunds are processed via the original payment method within 5–10 business days of approval, depending on your financial institution.

Nothing in this Refund Policy limits any rights you may have under applicable consumer protection laws. Where such laws provide for rights that cannot be waived by contract, those rights are preserved in full. This policy is intended to work in harmony with — not override — your statutory rights.

We may update this Refund Policy from time to time. Changes will not apply retroactively to services already contracted. The current version always applies to new engagements entered after its effective date.