This Refund Policy explains when Alphorithm (“Alphorithm,” “we,” “us”) may issue refunds for services purchased through our website, proposals, invoices, or written agreements. Alphorithm is a brand and business unit that is part of Alphorix Digital Marketing (“Alphorix”). This policy should be read together with your signed proposal/statement of work (“SOW”) and our Terms and Conditions. If there is a conflict, the signed SOW/proposal will govern.
1) Scope of this policy
This policy applies to Alphorithm service purchases, including (where applicable):
- Performance marketing and media management for brokers
- Forex SEO and content strategy
- Funnel/CRO for broker acquisition and KYC-to-FTD conversion
- Tracking, attribution, analytics, and automation
- Creative and content production (compliance-aware)
- Social media content and publishing support
- Website/landing page design and development
- Digital deliverables (templates, audits, reports, strategy documents)
2) Definitions
Service Fees: Amounts paid to Alphorithm/Alphorix for our work (retainers, packages, project fees).
Third-Party Costs: Costs charged by external platforms or vendors (e.g., ad spend, software subscriptions, stock assets, freelancers, hosting, domains).
Kickoff Date: The date we begin work, access accounts, hold onboarding, or start production—whichever occurs first.
3) General refund principles
- Work performed is non-refundable. Once time is spent, deliverables are produced, or work is initiated, fees covering that work are not refundable.
- Results are not guaranteed. Marketing outcomes depend on factors outside our control (market conditions, offer, compliance constraints, tracking limitations, platform policy changes). Refunds are not issued solely due to performance outcomes (e.g., ROAS, CPA, leads, rankings, KYC rate, FTD rate).
- Third-party costs are non-refundable. Ad spend and external vendor/platform fees are not refundable by Alphorithm/Alphorix.
4) Eligibility for refunds (when refunds may apply)
Refunds may be considered only under the following circumstances:
A) Before work begins
If you request cancellation before the Kickoff Date, you may be eligible for a refund of Service Fees paid, minus any non-recoverable setup costs already incurred (if applicable).
B) Duplicate payments or billing errors
If you were charged twice or billed incorrectly due to our error, we will correct the issue and refund the overpayment.
C) Unused prepaid services (where applicable)
If you purchased a prepaid package and no work has started on that package, a refund may be considered. If work has started, refunds (if any) will be limited to the unused portion, calculated as described below.
5) Non-refundable items
The following are not refundable:
- Ad spend paid to platforms (Meta, Google, TikTok, Microsoft/Bing, Apple Search Ads, programmatic/native networks)
- Third-party tools, subscriptions, licenses, and vendor fees purchased on your behalf
- Completed strategy, audits, roadmaps, consulting sessions, workshops, or any delivered analysis
- Creative production once concepts/production has begun or files have been delivered (including drafts if production has started)
- Website/domain/hosting purchases and other pass-through costs
- Rush fees or expedited delivery fees
- Any fees for work completed up to the cancellation date
6) Monthly retainers (subscription-style services)
If you are on a monthly retainer (e.g., paid media management, SEO, creative production, CRM/lifecycle support):
- Retainers are typically billed in advance for the upcoming period.
- Once the service month begins or work for that month starts, the monthly retainer is non-refundable.
- If you cancel before the next billing cycle begins, future charges will not apply (subject to any notice period in your SOW).
- Notice period (if required by your SOW): 14–30 days written notice (as specified in your agreement).
- If your SOW includes a notice period, cancellation becomes effective after the notice period ends.
7) Project-based work (one-time projects)
For one-time projects (e.g., landing pages, tracking implementation, CRO audits, funnel builds):
- Any deposit stated in your SOW may be non-refundable once kickoff occurs, as it covers planning, resource allocation, and initial production.
- If the project is canceled mid-way, you may be eligible for a refund only for the unused portion of Service Fees, after deducting:
- Work completed to date (based on milestones or hours)
- Non-recoverable third-party costs
- Any deliverables already provided
8) How refunds are calculated (if approved)
If a refund is approved, it may be calculated using one (or both) of the following methods, as appropriate:
- Milestone-based: Total fee minus completed milestones and delivered items
- Time-based: Total fee minus hours worked at the agreed hourly rate (or the effective rate derived from the package)
We may also offer account credit instead of a refund where appropriate (e.g., when work is partially completed).
9) How to request a refund
To request a refund, email support@alphorithm.com with:
- Your business name and invoice number
- The service purchased and purchase date
- The reason for the request
- Any supporting documentation (if relevant)
10) Refund processing timeline
If approved, refunds are issued to the original payment method only. Typical processing time is 5–15 business days, depending on your bank or payment provider.
11) Late or missing refunds
If you have not received a refund after the stated timeline:
- Check your bank account again
- Contact your card provider/payment processor (posting may take time)
- Contact your bank
- If still unresolved, email support@alphorithm.com and we will assist
12) Chargebacks and disputes
If you initiate a chargeback without contacting us first, we reserve the right to:
- Pause work and suspend access to deliverables until the dispute is resolved
- Provide evidence of services delivered, time logs, communications, and agreed scope to the payment provider
We encourage you to contact us first so we can resolve concerns quickly and fairly.
13) Policy updates
We may update this policy periodically. The effective date at the top indicates the most recent version. Updates apply going forward and do not override signed agreements already in place.
14) Contact
Alphorithm (part of Alphorix Digital Marketing)
Email: support@alphorithm.com
Address: United Arab Emirates
Phone/WhatsApp: +971 50 699 75 05