1. Nature of services
Alphorix provides bespoke marketing and growth services — including strategy, performance marketing, SEO, content, CRM, AI automation, conversion optimisation, and analytics. These services involve material time, expertise, and third-party costs (e.g., media spend, software licences) that are typically incurred before measurable outcomes appear.
2. General principle
Fees for time, work, and third-party costs already delivered or committed are non-refundable. We will, however, always act in good faith and aim to resolve concerns fairly and quickly.
3. Cancellation
You may cancel an ongoing engagement at any time by providing written notice as set out in your Engagement Letter. Unless otherwise agreed, you will be invoiced for any work completed, work-in-progress, and any non-cancellable third-party commitments up to the effective cancellation date.
4. Pre-paid retainers
For pre-paid monthly retainers, any unused portion of the current month’s retainer may be refunded on a pro-rata basis, less any deliverables produced, hours worked, or expenses incurred during that period.
5. Project-based work
Project-based engagements are typically billed in milestones. Once a milestone has been accepted (or deemed accepted under the Engagement Letter), the corresponding fee is non-refundable. Fees for milestones not yet started are refundable on cancellation.
6. Third-party costs
Third-party costs such as paid-media spend, software subscriptions, stock assets, or freelance fees that have already been paid or committed are non-refundable, regardless of cancellation.
7. Service issues
If you are unhappy with any aspect of our services, please contact us at info@alphorix.com within 14 days. We will work with you in good faith to understand the issue and propose a fair remedy — which may include additional work, credit toward future services, or, where appropriate, a partial refund.
8. No guarantee of specific results
As stated in our Terms & Conditions, Alphorix does not guarantee any specific marketing or financial result. Refunds are not available on the basis that an engagement did not achieve a particular ranking, traffic level, conversion rate, or revenue figure.
9. How to request a refund
Email us at info@alphorix.com with your company name, the engagement reference, and the reason for your request. We will respond within five (5) business days and aim to resolve any approved refund within fourteen (14) business days of approval.
10. Updates
We may update this Policy from time to time. Updated versions will be posted on this page with a new “Last updated” date.