Cancellation, Return and Refund Policy

1. Policy Overview

Levryo provides digital marketing, creative and related services that are largely custom in nature. This policy sets out the general rules that apply to cancellations and refunds. Specific engagements may have additional terms set out in the proposal, quotation or agreement for that engagement — where there is a conflict, the terms of the specific engagement will apply.

We aim to be fair, reasonable and transparent about cancellations and refunds. If something is unclear, please reach out to us before making a purchase decision.

2. Order Cancellation

Customers may request cancellation of an order or engagement by contacting Levryo in writing (typically by email). Cancellation requests must clearly identify the order or engagement being cancelled and the reason for cancellation.

The eligibility for a full or partial refund following a cancellation depends on the stage of the work at the time the cancellation request is received, as described in the sections below.

3. Cancellation Before Work Begins

If cancellation is requested within [CANCELLATION PERIOD] of placing the order and before any project work, planning or account setup has begun, the customer is generally eligible for a full refund of amounts paid, less any non-recoverable payment processing fees.

To qualify for this refund, the request must reach us in writing before we have started work. We will confirm receipt of a cancellation request within a reasonable time.

4. Cancellation After Work Begins

If cancellation is requested after work has begun, refunds will be considered on a case-by-case basis. In such cases, we will assess the value of work already completed, the time and resources committed, and any non-recoverable third-party expenses that have already been incurred.

Where a partial refund is offered, it will reflect the portion of the engagement that had not yet been performed or committed to at the time of cancellation. Any partial refund amount is at Levryo's reasonable discretion, based on a fair assessment of the work done.

5. Custom or Personalized Services

Many of our services are custom or personalized to the customer's business. This includes strategy work, creative content, campaign setup, website design, brand assets, custom development and related deliverables.

Because these deliverables cannot be resold or reused for another customer, once work has substantively begun on a custom service, refunds may be limited to the portion of work that has not yet been performed. Time spent on discovery, research, planning, briefing and initial concepts is considered part of the work performed even if no final deliverable has been shared.

6. Digital Products and Deliverables

Digital deliverables — including design files, source files, written content, videos, code, reports and other digital assets — are considered delivered once they are shared with the customer through the agreed channel (email, file-sharing platform, project management tool or client account).

Once a digital deliverable has been shared with the customer, it cannot be "returned" in a meaningful sense. As a result, refunds for completed digital deliverables are generally not available, except where the deliverable does not match the agreed specification and the issue cannot be resolved through reasonable revisions.

7. Refund Eligibility

To be eligible for a refund, a request generally needs to meet the following conditions:

• The request is submitted within [REFUND REQUEST PERIOD] of the original transaction or event that triggered the request
• The request is submitted in writing with a clear reason and supporting information
• The customer has attempted, in good faith, to resolve any issue with Levryo before requesting a refund
• The engagement or service in question falls within the scope of this refund policy
• The issue is not caused by circumstances outside Levryo's reasonable control

Meeting these conditions does not automatically result in a full refund — refund amounts are determined based on the specific situation, in line with this policy.

8. Non-Refundable Situations

Refunds are generally not available in the following situations:

• Services that have been fully performed and where deliverables have been shared and approved
• Custom services where substantial work has already been completed
• Third-party fees paid through Levryo on the customer's behalf, such as ad spend, platform fees, licensing costs or hosting costs, once those fees have been paid to the relevant provider
• Requests based on a change of mind after work has begun
• Requests based on business decisions made by the customer (such as ending a campaign, pausing operations or shifting direction)
• Requests based on outcomes that are affected by third-party platform decisions (such as ad platform account status, algorithm changes, or platform policy changes) that are outside Levryo's control
• Requests based on results that depend on external market conditions or audience behavior
• Requests where the customer has materially breached the terms of the engagement

9. Duplicate or Incorrect Charges

If you believe you have been charged twice for the same transaction, charged an incorrect amount, or charged for a service you did not purchase, please contact us as soon as possible. Once verified, duplicate charges and clear billing errors will be refunded in full.

Please include the transaction reference, date, amount and any relevant screenshot or receipt to help us investigate quickly.

10. Technical Issues

If a technical issue on our side prevents a paid service from being delivered as agreed, and the issue cannot be resolved within a reasonable time, we will consider a partial or full refund based on the situation.

We ask customers to report technical issues promptly so that we have a fair opportunity to investigate and resolve them before a refund is requested.

11. Service Delivery Delays

We work hard to meet agreed timelines. However, delivery may be delayed by factors including:

• Delayed responses, approvals or asset delivery from the customer
• Third-party platform issues or downtime
• Scope changes requested during the engagement
• Unexpected technical or operational challenges
• Events outside our reasonable control

Delays caused by the customer or by third parties do not generally qualify for a refund. Where a delay is caused primarily by Levryo, we will communicate proactively and, where appropriate, propose adjustments to timeline, scope or compensation.

12. Revision Requests

Each project typically includes [NUMBER OF INCLUDED REVISIONS] rounds of revisions within the originally agreed scope. Revision requests should be clear, consolidated and shared through the agreed communication channel.

Additional revisions, or requests that fall outside the original scope, may be quoted as additional work. Requests for a refund based on a preference for a different creative direction, after the agreed number of revisions has been used and the work meets the agreed specification, are generally not eligible for a refund.

13. Subscription Cancellation, If Applicable

Where a service is provided on a subscription or recurring basis, the customer may cancel the subscription at any time. Cancellation takes effect at the end of the then-current billing period. The customer continues to receive the service through the end of the paid period.

Payments already made for the current period are generally non-refundable, except where legally required. We do not typically prorate refunds for partial subscription periods unless expressly agreed otherwise.

14. Chargebacks and Payment Disputes

We ask customers to contact Levryo first if they have any concerns about a charge, before initiating a chargeback or payment dispute through their bank or payment provider. In many cases, we can resolve billing questions quickly and directly.

Filing a chargeback for a legitimate charge without first contacting us may lead to suspension of ongoing work and may affect your ability to place future orders. Where a chargeback is filed inappropriately, we reserve the right to contest it and provide supporting evidence to the payment provider.

15. How to Request a Refund

To request a refund, please send an email to us with the details listed below. Complete requests help us review your case quickly and fairly.

• Customer's full name
• Email used for the purchase
• Order or transaction number
• Purchased service
• Reason for the request
• Supporting screenshots or evidence, where applicable

Please send refund requests to hello@levryo.io. We will confirm receipt of your request as soon as reasonably possible.

16. Refund Review Process

Once a complete refund request has been received, our team will review the request against this policy and the specific terms of the engagement. As part of the review, we may:

• Ask clarifying questions about the reason for the request
• Review project files, communication history and delivery records
• Check payment records and third-party expenses
• Propose a resolution before issuing a refund, such as revisions or continued work

We aim to make refund decisions fairly and to communicate clearly about the outcome and reasoning.

17. Refund Processing Time

Where a refund is approved, we will typically process it within [REFUND PROCESSING TIME] from the date of approval. The time it takes for the refund to appear in the customer's account depends on the payment method used and on the customer's bank or payment provider, and is outside our direct control.

Refunds are issued through the same payment method used for the original transaction, wherever possible. Any bank fees, currency conversion differences or payment processor charges may reduce the final refunded amount.

18. Contact Information

For any questions about cancellations or refunds, please reach out using the details below.