Legal

Refund Policy

If something is wrong with an order or an invoice, contact us first. Most issues are resolved the same day and far faster than a card dispute.

Orders

If an order is cancelled before it has been processed or shipped, it is refunded in full. If an order arrives damaged, incorrect, or does not arrive, contact us with your order reference and we will replace it or refund it in full.

Services

• Audits. Cancel before the audit begins for a full refund. Once findings work has started, fees are refundable on a pro-rata basis for the portion not yet performed.
• Build projects. Refundable on a pro-rata basis for milestones not yet started. Completed and delivered milestones are not refundable.
• Retainers. Cancel with 30 days notice. The current cycle is payable in full; no further cycles are billed. Advertising spend billed to your own accounts is outside our control and is not refunded by us.

How to request a refund

Email billing@routinemktg.com with the order reference or invoice number from your receipt and a short description of the problem. We acknowledge every request within two business days.

Timing

Approved refunds are issued to the original payment method. Card refunds typically appear within 5–10 business days depending on your bank.

Statement descriptor

Charges appear on your card statement as ROUTINE MKTG. If you do not recognise a charge, email us before opening a dispute and we will identify it for you.