01Payments for started periods are final
An engagement is a monthly subscription to marketing work: the people, hours and deliverables in your accepted proposal are reserved for you for each period, whether or not you use them. You decide with full information. The match result, the written proposal with scope, team and fee, and the 30 day validity of the proposal all come before any invoice, so the content of what you buy is known before you pay.
When you accept a proposal, you ask for the work to start on the agreed date. If you are a consumer under a law that gives a right of withdrawal, you acknowledge that this right ends once the work has started at your request. If you ask for a later start, the withdrawal period runs as the law provides.
02What is not refunded
- Changing your mind, a change of strategy, a budget cut or a reorganisation on your side.
- Not using the team during a paid period, including when access, approvals or answers from your side came late.
- Results that differ from what you hoped for. Marketing outcomes are not guaranteed, as the terms of service explain.
- The remaining part of a period after you cancel, and the remaining months of an annual prepay.
- Ad spend, which is paid by you directly to the ad platforms and never passes through us.
- Choosing a plan that later turns out to be too small or too large. You can move to another plan from the next period.
- Forgetting the 30 day notice before a renewal.
03The only cases we refund
We refund only when one of these applies, when it can be shown from the invoice and payment records, and only up to the amount of the affected charge:
- Duplicate charge. You were billed twice for the same period because of an error in our invoicing.
- Proven unauthorised charge. A payment was made without your company's authority, you report it within 14 days, and the payment records confirm it.
- Total failure to deliver. Work in your accepted scope did not start at all in a paid period for reasons on our side, you told us during that period and we did not fix it within 10 business days.
A refund is issued to the original payment method, is limited to what was actually paid for the affected period and is our full liability for that period. One refund does not create a right to another.
04How to ask for a refund
Email support@marketersmatch.com within 14 days of the charge, from the address used for the engagement, with the invoice number and the reason under one of the three cases above. We review requests in the order they arrive and reply by email. Requests after 14 days are not considered.
Please contact us before contacting your bank. A chargeback started without using this process breaks the terms and ends the engagement.
05Cancelling and renewals
- Every engagement renews monthly until you cancel.
- Cancel by email to support@marketersmatch.com with 30 days notice. Work and billing continue until the notice period ends.
- Cancelling stops future renewals. It does not undo an invoice for a period that has already started.
- Annual prepay covers twelve months and is not reduced or refunded when you cancel early.
06What we keep on record
For every engagement we keep the accepted proposal, the date of acceptance, the invoices, payment confirmations, the reports delivered and the correspondence about the work. Refund requests are assessed against these records.