SEO Twins S.r.l. provides digital marketing services delivered remotely. This Refund Policy sets out the conditions under which refunds may be issued. By purchasing any service, you confirm you have read and accept this Policy. This Policy does not affect statutory consumer rights under Italian or applicable EU law.
Before delivery commences: Full refund within 14 days of purchase if delivery has not commenced. "Delivery commenced" means we have begun audit work, content production, link outreach, or campaign setup — which typically occurs within 2–5 business days of purchase.
After delivery commences: No refund. Once work has begun on a one-time service, the engagement cannot be cancelled and the fee is non-refundable. If you have concerns about delivery quality, contact us at ciao@seotwins.com — we will address any shortfall against the stated deliverables.
Non-delivery: If SEO Twins fails to commence delivery within 14 business days of purchase (excluding delays caused by the Client failing to provide required access), you are entitled to a full refund.
First month: Refundable within 7 days of the first payment if onboarding has not commenced. Once the initial strategy call has taken place, the first month is non-refundable.
Subsequent months: Each monthly period is billed in advance and covers the work delivered in that period. Monthly fees are non-refundable once the period has begun.
Cancellation: Retainers may be cancelled with 30 days written notice after the 3-month minimum period. No refund is issued for months paid within the minimum period. After the minimum period, cancellation takes effect at the end of the next full monthly billing cycle.
Support hours are valid for 60 days from purchase. Hours not used within 60 days are non-refundable. Partial refunds may be issued for unused hours if cancellation is requested within the valid period and fewer than half the purchased hours have been used — at the sole discretion of SEO Twins.
If SEO Twins fails to deliver the stated number of items (links, articles, pages optimised) within the agreed period through our fault — not client delay — we will apply a credit equal to the proportionate value of undelivered items against the following period. If the engagement has ended, we will issue a proportionate refund within 14 business days.
The following are not grounds for a refund:
To request a refund, email billing@seotwins.com with your name, order date, service purchased, and reason for the request. We will acknowledge within 2 business days and issue a decision within 10 business days. Approved refunds are returned to the original payment method via Stripe within 5–10 business days of approval.
If you are a consumer (not a business) resident in the EU, you have a statutory 14-day right of withdrawal from contracts for digital services not yet commenced. This right is waived when you explicitly consent to immediate delivery commencement at purchase. By proceeding to payment and ticking the Terms of Service checkbox, you request immediate commencement of the service and acknowledge that the withdrawal right may be lost once delivery begins.
Billing and refund queries: billing@seotwins.com — SEO Twins S.r.l., Via Francesco Petrarca, 32, 73010 Surbo LE, Italy. Phone: +39 0832 363 691.