Refund & Cancellation Policy

1. Scope

This policy applies to the Diagnostic Sprint (CAD $4,800), the Core Performance retainer (CAD $7,900 per month), the Full Funnel retainer (CAD $14,500 per month), and the add-ons published on the pricing page, when those items are purchased from Markentivo. It does not apply to media spend paid to advertising platforms, or to invoices issued by other vendors.

2. Diagnostic Sprint (CAD $4,800)

A full refund is available if written cancellation reaches Markentivo before work starts, meaning before access is transferred and before the audit begins. After work has started and before a draft of the findings document is delivered, 50% of the fee is refundable. After the final document is delivered, no refund is available. The 90-minute findings session is part of delivery; missing the session after the document is sent does not reopen a refund.

3. Monthly retainers

Invoices are issued in advance for the calendar month. Cancellation requires 30 days’ written notice. The current paid month is worked through in full and is not refunded when Markentivo has delivered any recorded change or any report in that month.

If Markentivo has not started work in a paid month — no recorded change and no report — a proportional part of the fee is refundable for unused full weeks. Partial weeks already opened are not refunded. A pause of up to one month, once per calendar year, stops a future invoice; it does not create a refund on a month already billed and in progress.

4. Fixed-price add-ons

Implementation, feed rebuild and landing-page add-ons are refundable at 100% if written cancellation arrives before work starts. After work starts and before the first version is delivered, 50% is refundable. After the first version is delivered, no refund is available. The creative testing pack is billed monthly and follows the retainer notice rule: the current paid month is worked through.

5. Hourly work

Hours that have been paid and worked are not refundable. Unused prepaid hours are refundable on written request within 60 days of payment, at the unused hour count times CAD $195. After 60 days, unused prepaid hours expire and are not returned.

6. Not refundable

The following are not refunded by Markentivo: media budgets paid directly to platforms (any return follows the rules of Google, Meta, Microsoft or the relevant platform); third-party subscriptions and licences; applicable sales taxes already remitted; reports and documents already delivered; and production costs paid to contractors for video, photography or similar work commissioned with the client’s approval.

7. No performance-based refunds

A refund is not available because campaign indicators came in below an expected line. Markentivo does not guarantee a cost per lead, a return on ad spend, a ranking or any other performance figure. Figures and scenarios shown on this site are illustrative planning examples and are not performance guarantees.

8. How to request

Write to [email protected] with the subject line Refund request. Include the company name, the invoice number and the invoice date. Markentivo confirms receipt within 2 business days, issues a decision within 10 business days, and, where a refund is due, remits it within 10 business days after the decision, using the original payment method where that method still accepts a return.

9. Disputes

Raise the issue in writing first, to the address above. If it remains unresolved, the laws of the Province of British Columbia apply, and the courts of British Columbia have jurisdiction, except where a mandatory consumer rule in another province cannot be waived.

10. Contact

Markentivo
1021 West Hastings Street, Suite 900
Vancouver, BC V6E 0C3, Canada
+1 604 357 2910
[email protected]

Figures and scenarios shown on this site are illustrative planning examples and are not performance guarantees.