Refund Policy

We sell professional services delivered by people, not products off a shelf. Work that has already been performed is not refundable, but you are never locked into a long contract: retainers can be cancelled with 30 days' notice, and we will always tell you before doing work you have not approved.

If something we delivered is genuinely not what was agreed, tell us and we will fix it. Rework is our first remedy; a refund is considered where rework is not possible.

Retainers are billed in advance on the first business day of each service month and cover a defined scope of strategy, content production, campaign management, community management and reporting for that month.

You may cancel at any time with 30 days' written notice to support@marketing-hub-llc.com. The current month is non-refundable because production and media management for it are already underway, and the notice period remains payable. We keep working through the notice period and hand everything back at the end of it.

Retainer hours and deliverables do not roll over into the following month unless we agree otherwise in writing.

Projects — launches, event coverage, channel setup, production sprints — are typically invoiced 50% at kickoff and 50% on delivery. The kickoff deposit reserves production capacity and is non-refundable once scheduling, scripting or pre-production has begun.

If you cancel a project mid-way, you are billed for work completed and any non-recoverable third-party costs already committed (talent, locations, licensed music, stock, print). Anything paid beyond that is refunded within 14 business days.

Hourly engagements — audits, consulting, ad-hoc production or training — are billed against time actually worked and logged. Logged time is not refundable. Unused prepaid hours remain available for 6 months and are refundable on request minus hours already used.

Media budgets are paid by you directly to the advertising platforms and are never a fee we hold. Once spend is delivered by Meta, TikTok, LinkedIn or Instagram, it cannot be refunded by us — refunds or credits for platform issues are issued at the platform's discretion, and we will file and follow up on those claims on your behalf.

Where we charge a percentage of ad spend, the management fee applies to spend we actually managed in that period and is not refundable after delivery.

In performance arrangements, the base fee covers management and production and follows the retainer rules above. Performance bonuses are earned only when the agreed, tracked milestone is met, and are billed after verification. Bonuses that were never earned are simply never invoiced — there is nothing to refund.

We do not guarantee specific reach, follower growth, cost per acquisition, return on ad spend, leads or revenue. Performance depends on platform algorithms, auction dynamics, seasonality, pricing, offer strength and your own sales operations. Underperformance against a forecast is not, by itself, grounds for a refund.

What we do guarantee is the work: the deliverables, cadence and reporting defined in your agreement. If those were not delivered, that is on us.

Email support@marketing-hub-llc.com within 14 days of the invoice or delivery in question, with your account name, the invoice number and what went wrong. We acknowledge every request within 2 business days and resolve most within 10 business days.

Approved refunds are issued to the original payment method. Card and bank processing can add 5–10 business days on top.

Please contact us before disputing a charge with your bank. Chargebacks filed without giving us a chance to resolve the issue may result in the immediate pause of active campaigns and publishing, and recovery of reasonable dispute fees.

Invoices are due on receipt unless otherwise agreed. Accounts more than 10 days past due may have campaigns, publishing and reporting paused until brought current. Paused time is not credited back.

We may update this Refund Policy from time to time. The version in effect when you signed your current agreement applies to that engagement. Where this policy conflicts with a signed agreement, the signed agreement controls.

Billing and refund questions: support@marketing-hub-llc.com. General: admin@marketing-hub-llc.com or 305-404-9024. Marketing Hub USA LLC, Miami, Florida.