Cancellation and Complaints Policy

This policy explains how service cancellations, rescheduling, project pauses, refund reviews, and complaints are handled. It applies unless an accepted proposal or written service order contains a more specific term. Nothing in this policy limits a right or remedy that cannot legally be excluded.

1. Before an Engagement Begins

Submitting the website form or requesting information does not create a paid engagement. You may withdraw an inquiry at any time before accepting a proposal or authorizing paid work. No cancellation charge applies to an inquiry for which no work or third-party commitment has been authorized.

A project is scheduled after the applicable scope is accepted and any required initial payment is received. The scheduling date may affect availability for other clients, so cancellation after scheduling is handled according to the project type and work already performed.

2. One-Time Projects

One-time projects may include an SEO audit, strategy, on-page optimization, or technical SEO assignment. To cancel, provide written notice using the contact information at the end of this policy. The cancellation becomes effective when the notice is received and can be associated with the correct project.

If cancellation is received before work begins and no non-refundable third-party cost has been incurred, a payment made for unperformed work will generally be eligible for refund. If work has begun, the client is responsible for the reasonable value of work completed through the cancellation date and for approved, non-cancellable commitments. Any remaining balance of prepaid fees will be reviewed for refund after those amounts are deducted.

Examples of work that may already have value include onboarding, access review, crawl configuration, data collection, keyword research, competitor review, manual page analysis, meetings, implementation, quality assurance, and preparation of draft or final findings. A partially completed project does not necessarily have value in exact proportion to the number of final pages delivered because research and technical setup often occur before a final report is assembled.

3. Monthly SEO Management

Monthly services reserve ongoing capacity for monitoring, prioritization, optimization, and reporting. Unless the accepted proposal states a different notice period, cancellation should be provided before the next monthly service period begins. Cancellation stops future renewal after the current paid service period. Fees for a current service period are not automatically refundable once work for that period has started.

If a monthly engagement includes a fixed initial term, early cancellation is governed by the accepted proposal. Work and reporting for the final paid period will continue through its scheduled end unless the parties agree to an earlier transition. The client should remove account access after the engagement ends, and we will cooperate with a reasonable handoff of completed client deliverables.

4. Rescheduling and Client Delays

A client may request a reasonable schedule change. We will attempt to accommodate it based on current availability, but the original dates cannot be guaranteed. If the client does not provide required access, content, approval, or feedback, the project may be paused. A paused project may be moved to the next available production window.

If a project remains inactive for 30 days because required client action has not been provided, we may issue a written status notice and propose closure, revised scope, or restart fee. Amounts paid for work already performed remain earned. Reopening an archived project may require updated research because search data, website content, software, or platform conditions may have changed.

5. Cancellation by Iveriq Search

We may decline, suspend, or cancel work when reasonably necessary because of non-payment, abusive conduct, unlawful or deceptive instructions, security risk, unauthorized access, a material conflict, repeated failure to provide required information, or another material breach. Where practical, we will provide notice and an opportunity to correct a remediable issue.

If we cancel for reasons unrelated to client breach and cannot complete paid work, prepaid fees attributable to unperformed work will be reviewed for refund. If cancellation results from client breach, the client remains responsible for completed work and approved commitments through the cancellation date.

6. Refund Review

Refund eligibility depends on the accepted scope, payment purpose, completed work, delivered materials, reserved time, and third-party costs. A request should identify the project, invoice, amount, cancellation date, and reason. We may provide a written calculation explaining any amount retained for work or costs and any amount approved for refund.

Approved refunds are returned through an available and appropriate payment method. Processing time depends on the original payment method and financial institution. We do not issue cash refunds for electronic payments. Bank or payment-processor timing after a refund is submitted is outside our direct control.

7. How to Make a Complaint

A complaint should be sent using the contact information below with the subject or opening line “Service Complaint.” Include:

• your name, business name, and reliable contact information;
• the project, proposal, or invoice associated with the concern;
• a clear description of what happened and when;
• relevant messages, screenshots, deliverables, or other supporting material;
• the outcome you are requesting.

Do not include account passwords, full payment-card numbers, government identification, or unrelated sensitive information. Clear documentation helps us identify the issue and respond efficiently.

8. Complaint Review Process

We aim to acknowledge a sufficiently detailed complaint within five business days. An acknowledgment is not a final decision. We will review the scope, instructions, approvals, communications, work records, and relevant deliverables. We may ask focused questions or request additional information. Our goal is to provide a substantive written response within 15 business days after receiving the information reasonably needed for review.

Complex technical issues, third-party platform records, or missing documentation may require additional time. If so, we will explain the reason for the delay and provide an updated response target where practical.

9. Possible Resolutions

Depending on the facts and the agreed scope, a resolution may include clarification, correction of an error, completion of an omitted in-scope item, reasonable re-performance, revised delivery, service credit, partial refund, termination, or another mutually agreed action. A requested result is not automatically available when it falls outside the accepted scope, depends on a search engine or other third party, conflicts with law or platform rules, or would require unrelated new work.

10. SEO Outcome Complaints

A change in rankings, traffic, leads, or revenue does not by itself establish that services were defective. Search outcomes depend on independent search engines and many external factors. A complaint about SEO performance will be assessed against the promised scope, professional standard of care, completed work, available data, client implementation, website changes, and known external conditions—not against a guaranteed ranking or commercial result unless a written agreement expressly and lawfully states otherwise.

11. Chargebacks and Good-Faith Resolution

Clients are encouraged to use this complaint process before initiating a payment dispute so that scope, delivery records, and possible corrective action can be reviewed. This request does not prevent use of a lawful payment or consumer remedy. Knowingly false claims, misuse of chargeback procedures, or concealment of delivered work may be disputed with the relevant records.

12. Escalation

If you disagree with the initial response, you may request one internal reconsideration within 15 days and identify the specific factual or contractual point you believe was missed. The reconsideration will be handled by someone able to review the original response with the available records. The parties may also agree to informal mediation or another reasonable resolution process before formal proceedings.

13. Policy Changes

This policy may be updated for future engagements when services, payment practices, or legal requirements change. The version applicable to an existing project is the version incorporated into the accepted proposal unless the parties agree otherwise or a change is required by law.