This Refund, Cancellation and Dispute Policy explains how The Conversion Berg treats fees, notice to end recurring work, and complaints about delivery. It applies to website, ecommerce, SEO, paid media, retainers, and related services unless a signed order states a different written remedy. It does not remove any right that cannot legally be excluded, including certain consumer rights if you contract as a consumer, or payment-scheme guarantees.
Fees are earned when paid
All fees are final and non-refundable once payment has been received. That includes setup, discovery, strategy, reserved capacity, completed milestones, prepaid service periods, and third-party costs we have paid or committed on your behalf. Digital professional services consume time and specialist capacity that cannot be resold to another client on the same calendar. Paying a deposit or retainer books that capacity. We do not offer cooling-off refunds for business-to-business retainers except where a mandatory law says otherwise.
How to cancel recurring services
For any monthly or recurring service, the customer must give cancellation notice by email to the address stated in the proposal, invoice or agreement at least thirty (30) full calendar days before the requested cancellation date. If no address is stated, use info@theconversionberg.com and copy support@theconversionberg.com. Notice starts when the email is received on a working day. Fees remain payable throughout the notice period and no pro-rata refund is provided for unused days in a period that has already been billed or that falls inside the notice window.
What cancellation does and does not do
A valid notice stops us scheduling new work after the notice period ends. It does not reverse invoices already due, does not require us to undo published campaigns or live websites, and does not require us to hand over third-party accounts we do not own. Handover of assets you have paid for in full will follow the signed agreement. Access to the client portal may end after handover as described in the Client Portal Terms.
One-off projects
Fixed-price or milestone projects cannot be cancelled for a refund of work already performed or of milestones already accepted (including acceptance by silence where the agreement defines it). If you stop a project before a later milestone, we bill for work done and for non-cancellable third-party items. We are not obliged to finish remaining milestones after a stop notice except as the agreement requires during the notice period.
If something is wrong with the work
Tell us promptly, in writing, with enough detail to investigate (URL, campaign, date, and what you expected). We may, at our written discretion, re-perform affected work, issue a credit against future invoices, or agree another remedy. We do not accept a unilateral discount demand as a refund. You should contact us before initiating a chargeback. This paragraph does not waive a mandatory statutory right or a remedy expressly written into your order for non-delivery or a material service failure.
Chargebacks and payment disputes
A chargeback is a payment-scheme process, not a finding that we failed to deliver. If you start one without first raising a documented complaint, we may treat the amount as an unpaid invoice, pause work, and supply the scheme with the signed order, the completion record, and this policy. Direct-debit and card guarantees remain available where the scheme grants them.
Credits
Any credit we agree is applied to future invoices with us, is not cash, and expires if unused when the agreement ends unless we write otherwise. Credits are not transferable.
Media spend and licences
Paid media budgets, stock assets, domains, and software licences purchased for you are not refundable by us once the third party has billed or committed, except to the extent that party refunds us. Pausing ads is not a refund of management fees already earned. If you want spend stopped, say so in writing; we will stop new spend we control as soon as reasonably practicable.
No verbal variation
A call or chat message does not change this policy. Any exception (for example a goodwill credit) must be confirmed in writing by someone we authorise. Staff cannot promise a cash refund that this policy and the signed order do not allow.
How to complain
Email the cancellation or billing address on your order, or the contacts at the end of this page, with the invoice or project reference. We will acknowledge and investigate. Escalation inside The Conversion Berg is to the manager named on your account. Nothing in this policy stops you using a statutory ombudsman, court, or payment-scheme process that is open to you.
Changes to this document
We may update this document when our services, tools, or legal duties change. Material changes are issued as a new version with an effective date. The version shown at the foot of this page is the current public text. A signed proposal, statement of work, or agreement remains governed by the version incorporated into that order unless the parties lawfully agree otherwise. Minor corrections that do not change your rights may be published without a separate email notice.
Governing framework
Contracts use the law of England and Wales as the primary governing framework unless the signed order expressly states another governing law. Mandatory local protections continue to apply where they cannot lawfully be excluded, including protections under UK GDPR, the Data Protection Act 2018, PECR, and, where a Canadian resident is involved, PIPEDA, CASL, and applicable provincial privacy law.
Contact
Questions, cancellation notices, accessibility requests, and complaints should be sent to info@theconversionberg.com or support@theconversionberg.com, or using the details on our Contact page. Published office numbers: Calgary +1 587-997-9019; Toronto +1 437-889-9756; Austin +1 737-363-3384; United Kingdom +44 7474 769450.