Refund & Cancellation Policy

This Refund & Cancellation Policy describes how cancellations and refunds work for services provided by SIA "OneZero", registration number 41503079902.

1. Nature of our services

OneZero provides bespoke digital marketing services — strategy, ad campaigns, creative production, audits, and email marketing. Once an engagement begins, our team allocates time, expertise, and tools to your account. For this reason, our refund policy reflects standard practice in professional services.

2. Cancelling an ongoing retainer

You can cancel an active monthly retainer at any time with 14 days' written notice, sent by email to ilja@onezero.lv. During the notice period, we continue to deliver the agreed services and the corresponding monthly fee remains payable. After the notice period ends, no further fees are charged.

3. Cancelling a one-time project

For one-time projects (audits, CRO sprints, build-outs):

• If you cancel before work has started, the 50% upfront payment is fully refundable, less any third-party costs already incurred (e.g. tools, stock assets).
• If you cancel once work has started, the upfront payment is non-refundable. We will deliver any work completed up to the cancellation date.
• If we have completed and delivered the project, no refund is available.

4. Refunds for unspent ad budgets

Ad budgets are paid by the Client directly to advertising platforms (Meta, Google, TikTok, etc.) and are not held by OneZero. Any unused budget remains in the Client's account and is fully under the Client's control. OneZero does not hold or refund ad spend.

5. When we will issue a refund

We will issue a refund (full or partial) in the following cases:

• We fail to deliver the agreed scope due to our fault, and the issue cannot be remedied within a reasonable time.
• You were overcharged due to an invoicing error on our side.
• Required by law.

Refunds are processed to the original payment method within 14 business days of approval.

6. Disputes

If you believe a refund is due, please email ilja@onezero.lv with the subject "Refund request" and include your invoice number, the amount requested, and the reason. We will respond within 5 business days. We aim to resolve all disputes amicably and quickly. If we cannot reach an agreement, the matter will be governed by the laws of the Republic of Latvia and resolved in the competent courts of Rīga.

7. Chargebacks

Please contact us before filing a chargeback with your bank — most issues can be resolved directly and faster. Unwarranted chargebacks may incur additional fees and will be disputed with documentation.