Refund Policy

Our commitment: We stand behind our work. This policy is designed to be fair to both parties - protecting you when we fall short, and protecting the time and expertise our team invests in every engagement. If something is not right, contact us first. We resolve the vast majority of concerns directly and quickly.

1. Who This Policy Applies To

This Refund Policy applies to all clients of Rankure (trading as Rankure.io), a digital marketing agency with offices in Arlington, VA (USA), Tudor Road, Hayes (UK), and Burj Al Salam, Sheikh Zayed Road, Dubai (UAE).

By engaging our services, you confirm you have read and accepted this Refund Policy alongside our Terms and Conditions. This policy does not affect any statutory rights you may have under the laws of your country of residence.

2. General Principles

Digital marketing services are delivered through expertise, time, and effort applied on your behalf. Unlike a physical product, work performed cannot be returned. Our refund policy reflects this reality while ensuring clear protections apply where we fail to meet our commitments.

• All refund requests must be submitted in writing to sales@rankure.io
• Refund eligibility is assessed against the agreed scope of work in your proposal or service agreement
• Approved refunds are returned via the original payment method within 10 business days
• Refunds are issued in the currency of original payment (USD, GBP, or AED)
• Dissatisfaction with organic search results, rankings, or traffic levels does not constitute grounds for a refund unless a specific, written performance guarantee was included in your agreement

3. GMB Reinstatement - Performance Guarantee

Our Google Business Profile reinstatement service operates on a strict performance basis:

• Successful reinstatement: The full service fee becomes due and is non-refundable upon confirmed reinstatement of your listing
• Failed reinstatement: If we are unable to reinstate your listing after exhausting all available appeal routes, no charge is made. If payment was taken upfront, a full refund is issued within 10 business days
• Included follow-up appeals: If the first appeal is rejected, we continue without additional charge until reinstatement is achieved or all options are exhausted

Exclusions from the performance guarantee: The no-charge guarantee does not apply where reinstatement is not possible due to: (a) the business not meeting Google eligibility requirements for a GBP listing; (b) inaccurate or false information provided by the client; (c) Google permanently disabling the listing due to repeated prior violations by the client; or (d) the client taking actions during the reinstatement process that damage the appeal.

4. Monthly Retainer Services

Monthly retainer services (SEO, GBP Management, Google Ads Management, Reputation Management, Social Media Management, and similar) are billed monthly in advance. The following applies:

• Cancellation notice: 30 days written notice is required to cancel any monthly retainer service
• Current billing period: Where work for the current billing period has commenced, that period's fee is non-refundable
• Prepaid future periods: If you have prepaid for future months and provide valid cancellation notice, unused future months will be refunded in full within 10 business days
• Service failure: If we fail to deliver the agreed monthly scope of work without reasonable cause, we will remedy the shortfall in the following month or issue a pro-rata credit at our discretion
• Minimum term: Where a minimum contract period applies (as stated in your agreement), early cancellation fees may apply as set out in that agreement

5. One-Time Projects

One-time project fees (website design, mobile app development, custom software, and similar) are structured with a deposit and milestone-based payments:

• Deposit (typically 50%): Non-refundable once project work has commenced. This covers discovery, scoping, and initial delivery work
• Milestone payments: Non-refundable once the corresponding milestone deliverable has been delivered and signed off
• Final payment: Due upon delivery of the completed project. Non-refundable once the final deliverable has been handed over
• Client cancellation mid-project: Fees are due for all work completed to the date of written cancellation notice. Any balance paid beyond completed work will be refunded within 10 business days
• Rankure cancellation: If we cancel a project without cause, all payments made to date will be refunded in full within 10 business days

6. Paid Advertising Budgets

Ad spend paid to Google, Meta, Microsoft, or any other advertising platform on your behalf is strictly non-refundable once submitted to the platform. These payments transfer directly to the platform and are outside our control.

Our management fees for administering your campaigns are separate from ad spend and follow the monthly retainer policy in Section 4.

Where Rankure holds unspent ad budget on your behalf and a campaign is cancelled before launch, the unspent budget will be returned to you in full within 10 business days, less any applicable bank or transfer fees.

7. Chargebacks and Payment Disputes

We ask that clients contact us directly at sales@rankure.io before initiating a chargeback or payment dispute with their bank or card provider. In most cases, we can resolve concerns quickly and without involving financial institutions.

Initiating a chargeback without prior contact may result in: suspension of active services, additional dispute administration fees charged to the client, and our records of service delivery being submitted to the relevant payment institution as evidence.

Where a chargeback is found to be fraudulent or unjustified, Rankure reserves the right to recover the disputed amount plus any associated fees and costs through appropriate legal channels.

8. How to Request a Refund

To request a refund or raise a billing concern:

1. Email sales@rankure.io with the subject line: Refund Request - [Your Name or Company]
2. Include your invoice number, the service in question, and a clear description of your reason for requesting a refund
3. We will acknowledge your request within 2 business days
4. A decision will be provided within 7 business days
5. Approved refunds are processed within 10 business days via the original payment method

Refund requests submitted more than 30 days after the relevant invoice date may not be considered except where a specific performance guarantee applies (such as GMB reinstatement).

9. Consumer Rights by Region

This policy does not limit or override any statutory consumer rights you hold under applicable local law. Specific rights by region include:

• United Kingdom: Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 apply to eligible consumer contracts. Business-to-business contracts are governed by the terms of the signed agreement
• United States: Rights vary by state. Business clients are governed by the terms of the signed agreement. Consumer clients may have additional protections under state consumer protection laws
• UAE: Federal Law No. 15 of 2020 on Consumer Protection and its amendments apply to eligible consumer transactions. Disputes may be referred to the UAE Ministry of Economy Consumer Protection Department or the relevant emirate authority
• EU/EEA: Clients located in the EU or EEA retain rights under applicable EU consumer protection directives where those apply to the nature of the contract

10. Changes to This Policy

We reserve the right to update this Refund Policy at any time. The updated policy will be published at rankure.io/refund-policy with a revised date. Continued use of our services after a policy update constitutes acceptance of the revised terms.

For active clients, material changes to refund terms will be communicated by email with a minimum of 14 days notice before taking effect.

Have a question about this policy?

We are always happy to explain how this applies to your specific situation. Contact us before raising a formal request - we resolve the vast majority of concerns in a single conversation.