Service Policy

Last updated: January 20, 2025

This Service Policy outlines the terms and conditions under which Neo Web Engineering LTD, 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom ("we," "us," or "our"), provides digital marketing services, including Google Ads, Meta Ads, TikTok Ads management, and SEO services, to business clients ("you" or "your"). By accepting this policy, you agree to the following terms:

1. Eligibility for Services

Our services are exclusively available to businesses and organizations. We do not provide services to individuals or sole proprietors operating as personal accounts.

2. Service Scope

We offer the following digital marketing services:

• Google Ads Management: Management of Google Ads campaigns.
• Meta Ads Management: Management of Facebook and Instagram advertising campaigns.
• TikTok Ads Management: Management of TikTok ad campaigns.
• Search Engine Optimization (SEO) On-page and off-page optimization to improve organic search rankings.

The specific scope of services will be agreed upon at the beginning of the engagement and outlined in the invoice.

3. Management Fee and Billing

• The management fee for our services is charged on a monthly basis, as specified in your invoice.
• Payment is due upon receipt of the invoice. Late payments may result in a suspension of services until the balance is paid in full.
• The management fee does not include the ad spend budget, which is billed directly by the respective advertising platforms (Google, Meta, TikTok).

4. Cancellation Policy

You may cancel our services at any time by providing written notice via email or other agreed communication methods. To ensure your cancellation is processed in time to avoid the next billing cycle, please submit your request at least ten (10) business days before the next payment date.

If we receive your cancellation request less than ten (10) business days before the next payment date, we will make every effort to process it promptly. However, we cannot guarantee that the request will be processed in time, and you may still be billed for the upcoming cycle. In such cases, your cancellation will take effect from the following billing period, and no further charges will be incurred thereafter.

For confirmation of cancellation, please await an acknowledgment email from our team. If you do not receive a response within two (2) business days, please follow up to ensure your request has been received.

5. Refund Policy

All services provided by us are offered on a prepaid or subscription basis and are strictly non-refundable. Upon payment, services are scheduled and initiated, which may include incurring costs related to software tools, campaign setup, and team labor.

The account setup process begins after payment is processed, and ongoing management services are supported by recurring monthly subscriptions. As a result, all sales are final.

We reserve the right to modify, suspend, or terminate access to our services without notice or refund if you violate our Terms of Service. Terminated accounts will not receive partial credits or refunds. No refunds or credits are applicable for initial setup fees or recurring subscription payments, as associated costs are incurred once payment is processed.

By engaging with our services, you acknowledge and accept this no-refund policy.

6. Client Responsibilities

To ensure the effectiveness of our services, you agree to:

• Provide accurate and timely information necessary for campaign and SEO management.
• Grant access to advertising accounts, website analytics, and other relevant platforms.
• Approve or respond to campaign strategies, creatives, and reports within reasonable timeframes.

7. Results Disclaimer

Please note, when it comes to marketing, nothing is guaranteed. With that being said, results for any of our services (SEO, Google Ads, Facebook Ads, etc.) cannot be guaranteed. When purchasing a service from us, you are acknowledging that there is a certain risk factor involved with marketing in general and things may not go as planned. We produce generally favorable results for our clients, however, it is never certain and less than satisfactory results should be expected at times. We reserve the right to engage trusted collaborators in the fulfillment of certain services, as deemed appropriate.

We cannot make any projections for results as there are many different factors at play including business type, target demographic, budget, target region, etc. After the service is purchased from us and the onboarding completed, our specialists can review the information and once that is done, they can make an assessment and estimate the sort of results that we can expect, however, nothing is guaranteed.

If results are not what was originally expected, this does not justify any refunds or credits from us. Again, with the purchase of a service from us, you are acknowledging any possible risks associated with marketing.

8. Bill Date Adjustment

Bill dates are issued when your initial monthly payment is processed, the same date will be used moving forward on a month to month basis. Due to the strict scheduling to operate on a global level, bill dates can not be adjusted or moved.

9. Declined Payments

Declined payments for active subscriptions may result in service interruption. If for any reason, a payment for an active subscription is declined, you must contact us immediately to resolve the delinquent payment.

We may contact you to resolve the issue, but the responsibility to resolve the issue resides on the account owner.

To prevent service interruption, loss of data, and reactivation to a previously active subscription, be sure to communicate with us prior to the declined payment or directly after.

10. Chargeback and Dispute Policy

We take payment disputes and chargebacks seriously. By engaging with our services, you agree to the following terms:

• Chargebacks: If a chargeback is initiated for any payment made to us, you agree to reimburse us for any fees or penalties incurred as a result. We reserve the right to suspend or terminate services immediately if a chargeback is processed.
• Disputes: If you have concerns or issues with our services or billing, we ask that you contact us directly within 30 days of the transaction to resolve the matter. We are committed to working with you to address any issues or misunderstandings. If the dispute is unresolved, we may escalate it to the relevant payment processor or legal channels.
• Resolution: We prefer to resolve disputes amicably without resorting to chargebacks or legal action. However, any chargeback or dispute that is deemed invalid or unfounded may result in service suspension, termination, and additional fees for processing.

By accepting our services, you agree to attempt to resolve any disputes with us directly before initiating a chargeback.

11. Meta Ads, Google Ads, and TikTok Ads

Pausing an entire campaign, pausing ads, or shutting down a campaign for a brief period is not related to your subscription fees paid to us. Pausing any part of the service will not pause the subscription fees you pay to us for such service.

If the credit card on file in the paid ads platforms (e.g. Meta Ads, Google Ads, etc.) used to pay for the ad spend is declined and as a result the ads are not running, this also is not related to your subscription fees paid to us. Subscription fees will be collected regardless of the status of the ads/campaign as software fees and labor costs are still incurred.

We only create and maintain ads in English.

12. SEO Services

Please note, for our SEO team to be able to perform work on a website, that website must be managed using a CMS (content management system) and must have an easily accessible, navigable, and editable backend system. Examples of CMS systems that our SEO team can work on include WordPress, Drupal, Wix, and GoDaddy (website builder).

If the website that is being asked to work on is a custom site (HTML, PHP, etc.) that requires the input of code to make changes via FTP and/or cPanel, we will not work on the site. Also, we will only work on sites and optimize sites in English.

Also, we must receive admin access to the backend of the websites’ CMS system to fulfill the SEO work. We must also be permitted to make the necessary backend changes on the site without the need for prior approval. We will not be sending work to be approved by you, the client, before implementing the work. Sending work for approval before implementation is outside of the scope of our work and protocols.

Again, our team needs admin access to the backend CMS and must be allowed to implement the work without approval. During the monthly reporting, our team will send the work that we have performed. If any changes need to be done, you, the client, can let us know at that point, and our team will be notified to make the alterations.

13. Termination of Agreement

Either party may terminate this agreement at any time by providing written notice. However, please note the following:

• Client Cancellation: You may cancel our services by following the steps outlined in the Cancellation Policy section of this Service Policy. Please refer to that section for details on how to cancel and avoid future charges.

• Agency Termination: We reserve the right to terminate this agreement immediately and without notice if you violate any of the terms outlined in this Service Policy or our Terms and Conditions. In such cases, no refunds or credits will be provided, and all outstanding balances will remain due.

• Effect of Termination: Upon termination, we will cease providing services, but you remain responsible for all fees incurred up until the effective date of termination. Termination does not affect any rights or obligations that have accrued before the termination date.

14. Acceptance of Policy

By continuing to engage with our services or making payment on an invoice, you acknowledge and accept all terms set forth in this Service Policy and our Terms and Conditions.

For any questions or clarifications, please contact us.