Refund Policy

Last updated: July 12, 2026

We would rather resolve a problem than keep money from an unhappy client. This policy sets out plainly when a refund or credit applies.

1. Monthly retainers

Retainers are invoiced in advance for the coming month and cover work scheduled for that period. If you give notice part-way through a paid month, work continues to the end of the notice period and the retainer for that month is not refunded, because the work is delivered.

If we have not commenced work in a paid month at the point you give notice, we refund that month in full, pro-rated to the day.

2. Fixed-fee projects

• Before work begins. Full refund of any deposit, less any third-party costs already committed on your behalf and evidenced in writing.
• During delivery. Refund of the unearned portion, calculated against the documented project milestones set out in the statement of work.
• After delivery. Completed deliverables are not refundable. If a deliverable does not meet the specification in the statement of work, we will correct it at no charge — see section 4.

3. Advertising media spend

Media budgets are paid by you directly to the advertising platform and never pass through Harborline Digital LLC. Refunds of media spend are governed by that platform's own policies and are outside our control. Our management fee is separate from media spend and is treated as a retainer under section 1.

4. If the work is not right

If a deliverable does not match the agreed specification, tell us within 14 days of receiving it. We will correct it at no additional charge. If, after a reasonable opportunity to correct, the deliverable still does not meet the specification, we will refund the fee attributable to that deliverable in full.

5. What is not refundable

• Fees for work already performed and delivered to specification.
• Dissatisfaction with search engine rankings, traffic volumes or revenue, where the agreed deliverables were completed. Outcomes are not guaranteed — see our Disclaimer.
• Third-party licence or tool costs already incurred on your behalf.
• Work delayed or rendered ineffective by the client's failure to provide access, approvals or information.

6. How to request a refund

Email seo@llu.jaivis.co.ke with your company name, the invoice number and a short description of the issue. We acknowledge every request within 2 business days and respond substantively within 10 business days. Approved refunds are returned to the original payment method within 10 business days of approval.

7. Disputes

If we cannot reach agreement, both parties commit to a documented good-faith discussion between principals before either escalates. Any remaining dispute is handled under the governing law provisions of our Terms of Service.

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Questions about this document? Write to Harborline Digital LLC, 724 La Brea Avenue, Annapolis, Maryland 21409, USA, email seo@llu.jaivis.co.ke, or call +1 310 962 4351.