Delivery
Your proposal sets the work, delivery dates and revisions. Work begins when we have the required materials, access and payment. We deliver files by email or make the changes in your accounts.
You approve content before publication. Ad launches also depend on platform approval. We discuss any delays or missing information with you. If we cannot deliver, you may agree a revised plan or receive a refund for undelivered work.
Cancelling a one-time project
Cancel before work starts for a full refund of our service fee. If work has started, we itemise completed work using the rates agreed before purchase, hand over the paid-for work and refund the unused prepayment. There is no separate cancellation fee.
Cancelling monthly services
Email us before your next renewal to stop the following month. We confirm the end date and complete the current paid service period. There is no annual commitment or additional notice period.
If you request an earlier end, we account for completed work and costs committed with your approval, then refund any unused prepaid amount. The same process applies if we end the engagement. Work already delivered is not refundable solely because you change your mind.
If something is wrong
Tell us where the work differs from your brief so we can agree a correction and timeframe. If we cannot provide the agreed work, we refund the affected service fee. Corrections are separate from the revision allowance for preference changes.
Advertising and third-party costs
You pay ad spend directly to Google or Meta, so their refund rules apply. Other third-party purchases need your approval and follow the supplier’s terms. We return any amount recovered on your behalf.
Request a cancellation or refund
Email info@promalto.com with your invoice reference and request. We acknowledge requests within 2 business days and aim to give a decision within 5 business days. Approved refunds are initiated to the original payment method within 5 business days; your provider may take longer to credit the funds.
Results and your rights
Our fees cover the agreed services. Followers, rankings, leads and sales are not guaranteed. Nothing in this policy limits mandatory rights or your right to raise a payment dispute.