Refund Policy

At Lenawa Solutions, we are committed to delivering exceptional digital marketing, web development, and technology services that drive measurable results for our clients. We stand behind the quality of our work and believe in building long-term partnerships based on trust and transparency.

This Refund Policy applies to all services provided by Lenawa Solutions, including SEO, PPC advertising, AEO, GMB management, web development, e-commerce development, mobile app development, and web application development. As a professional services company, our refund terms differ from product-based businesses because our services involve time, expertise, and custom work tailored specifically to each client.

We evaluate refund requests on a case-by-case basis with a commitment to fairness for both parties. We encourage open communication — if you have concerns about our services, please reach out to us before requesting a refund so we can work together to resolve the issue.

The following principles guide how we handle refund requests:

• Work-based evaluation: Refunds are assessed based on the work completed and deliverables already provided. Once work has been performed and delivered, the associated fees are generally non-refundable.
• Service-based business: Unlike physical products, our services involve the time, expertise, and creative effort of our team. This work cannot be "returned" in the traditional sense.
• Case-by-case assessment: Every situation is unique. We review each refund request individually, taking into account the specific circumstances, work completed, and contractual terms.
• Good faith commitment: We expect both parties to act in good faith. If we fail to deliver on our commitments, we will make it right. Likewise, we expect clients to honor their contractual obligations.
• Communication first: Before requesting a formal refund, we encourage clients to discuss their concerns with their account manager. Many issues can be resolved through additional revisions, strategy adjustments, or extended timelines.

Monthly retainer services include ongoing SEO management, PPC campaign management, social media management, content marketing, and other recurring digital marketing services.

• Cancellation notice: A minimum of 30 days' written notice is required to cancel monthly retainer services.
• Prorated refunds: If you cancel with proper notice, you may be eligible for a prorated refund of the unused portion of the current billing period.
• Work completed: Fees for work already performed during the current month are non-refundable. This includes strategy development, content creation, campaign management, reporting, and any other activities carried out on your behalf.
• Previous months: Payments for services rendered in previous billing periods are non-refundable, as those services have already been delivered.
• Minimum commitment: Some service agreements include a minimum commitment period (e.g., 3 months, 6 months). Early termination during a minimum commitment period may be subject to early termination fees as specified in your Service Agreement.

Project-based services include web development, e-commerce development, mobile app development, web application development, and other fixed-scope projects.

• Before work begins: If you cancel a project before any work has started, you are eligible for a full refund of any deposits or advance payments made.
• Milestone-based payments: Most projects follow a milestone-based payment structure. Once a milestone has been completed and approved by the Client, the payment associated with that milestone is non-refundable.
• Work in progress: If a project is canceled while a milestone is in progress, we will assess the work completed and may offer a partial refund for the uncompleted portion of the current milestone. This is evaluated on a case-by-case basis.
• Design revisions: Our proposals include a defined number of revision rounds. Changes or revisions beyond the agreed scope may incur additional fees, which are non-refundable once the work is performed.
• Client-caused delays: If project delays are caused by the Client (failure to provide content, feedback, approvals, or access), Lenawa Solutions is not liable for additional costs or refund obligations arising from such delays.

PPC and advertising management services involve the management, optimization, and reporting of paid advertising campaigns across platforms such as Google Ads, Meta (Facebook/Instagram), Microsoft Advertising, and LinkedIn.

• Management fees vs. ad spend: Our management fees are separate from the advertising budget (ad spend) paid to the platforms. These are two distinct charges.
• Management fees: Once a billing period has begun, management fees for that period are non-refundable, as our team has already allocated resources and begun work on your campaigns.
• Advertising spend: Ad spend is paid directly to the advertising platforms (Google, Meta, Microsoft, etc.). Lenawa Solutions does not control or hold these funds, and they are non-refundable through us. Refunds for unused ad budget must be requested directly from the respective platform.
• Early cancellation: If you cancel PPC management services mid-month, you may receive a prorated refund of the unused management fee for the remainder of the billing period, at our discretion.

• Purpose: Setup and onboarding fees cover initial account configuration, strategy development, competitive research, audience analysis, technical setup, and platform integration.
• Non-refundable once started: Once setup and onboarding work has begun, these fees are non-refundable. This work is performed upfront and represents a significant investment of time and expertise.
• Before work begins: If the engagement is canceled before any setup or onboarding work has commenced, a full refund of the setup fee is available.

• One-time services: Consultations, strategy sessions, SEO audits, PPC audits, website audits, and similar one-time services are non-refundable once the service has been delivered (i.e., the consultation has taken place or the audit report has been provided).
• Before delivery: If you cancel a scheduled consultation or audit before it has been performed, a full refund will be provided.
• Satisfaction commitment: If you are unsatisfied with the quality of a consultation or audit, we will work with you to address your specific concerns. This may include additional follow-up sessions, clarification, or supplementary analysis at no extra charge.

The following are non-refundable under all circumstances:

• Completed work and deliverables that have been approved or delivered to the Client
• Strategy documents, roadmaps, and planning materials already provided
• Reports, analytics dashboards, and performance summaries already delivered
• Time spent on meetings, calls, presentations, and client communications
• Research, competitive analysis, and market analysis already conducted
• Third-party costs paid on the Client's behalf (advertising spend, stock images, fonts, licenses, domain registrations, hosting fees, SSL certificates)
• Services rendered more than 30 days prior to the refund request
• Custom code, designs, or content already created and delivered

Refunds may be available in the following situations:

• Failure to start: We did not begin the agreed-upon work within the timeline specified in the Service Agreement, and the delay is attributable to Lenawa Solutions.
• Critical deliverables not provided: Key deliverables defined in the Service Agreement were not delivered as contracted.
• Significant breach: Lenawa Solutions materially breached the terms of the Service Agreement.
• Unused retainer time: Unused portions of prepaid monthly retainer services, provided 30 days' written cancellation notice was given.
• Unstarted project milestones: Project milestones for which work has not yet begun.
• Duplicate charges: If you were charged twice for the same service or invoice in error.

To request a refund, please follow these steps:

When a refund is approved, the amount is calculated as follows:

• Hours worked: For time-based services, the refund amount is calculated by deducting the value of hours already worked at the contracted hourly or daily rate from the total payment made.
• Monthly proration: For monthly retainer services, unused days in the billing period are prorated based on a 30-day month.
• Milestone-based: For project work, the refund is calculated by deducting payments for completed and approved milestones from the total project payment.
• Third-party costs: Any third-party costs already incurred on the Client's behalf (ad spend, licenses, hosting, etc.) are deducted from the refund amount.
• Administrative fees: Where specified in the Service Agreement, an administrative processing fee may be deducted from the refund amount.

If you disagree with a refund decision, we offer a structured escalation process:

• Step 1 — Account Manager: Discuss your concerns with your dedicated account manager. Many issues can be resolved at this level through open dialogue.
• Step 2 — Management review: If unresolved, your case will be escalated to Lenawa Solutions' management team for a comprehensive review.
• Step 3 — Mediation: If both parties cannot reach an agreement, we recommend mediation through a mutually agreed-upon third-party mediator before pursuing legal action.
• Legal proceedings: Disputes that cannot be resolved through the above steps are handled in accordance with our Terms of Service, including the governing law and jurisdiction provisions therein.

We stand behind the quality of our work and are committed to your satisfaction:

• If you are unsatisfied with any aspect of our services, we want to know about it. Contact your account manager or reach out to hello@lenawa.com to discuss your concerns.
• We will work with you to address the issue, which may include additional revisions, strategy adjustments, extended timelines, or supplementary work at no additional cost — within the original scope of the engagement.
• We believe that open, honest communication is the foundation of a successful partnership. Most issues can be resolved before they reach the point of a formal refund request.
• Our goal is to deliver results that exceed your expectations. If we fall short, we want the opportunity to make it right.

Certain costs associated with our services are paid to third-party providers and are non-refundable through Lenawa Solutions:

• Advertising spend: Budget paid to Google Ads, Meta Ads (Facebook/Instagram), LinkedIn Ads, Microsoft Advertising, and other ad platforms.
• Domain registrations and renewals: Fees paid to domain registrars for domain names purchased or renewed on your behalf.
• Hosting fees: Web hosting charges paid to hosting providers for your websites or applications.
• SSL certificates: Security certificates purchased for your domains.
• Licensed assets: Stock photography, premium fonts, icons, plugins, themes, or other licensed digital assets purchased for your project.
• Software subscriptions: Any third-party software or SaaS subscriptions activated on your behalf (e.g., email marketing platforms, analytics tools).

For refunds on third-party charges, you will need to contact the respective provider directly. We can assist you with the necessary account information and contact details.

• Refund currency: Refunds are issued in the same currency as the original payment — USD (United States Dollars) for international clients, or AED (UAE Dirhams) for UAE-based clients.
• Payment processor fees: Non-refundable payment processing fees charged by payment gateways or credit card companies may be deducted from the refund amount.
• Bank transfer fees: If the original payment was made via bank transfer, any wire transfer fees associated with processing the refund may be deducted.
• Exchange rate differences: For international transactions, refund amounts may differ slightly from the original payment due to exchange rate fluctuations between the payment date and the refund date.
• Refund method: Refunds are processed to the original payment method. If that method is no longer available, we will work with you to arrange an alternative.

The following circumstances may affect refund eligibility:

• Force majeure: Refund terms may be adjusted in the event of circumstances beyond either party's control (natural disasters, pandemics, government actions, major platform outages).
• Client breach of contract: If the Client has breached the terms of the Service Agreement or these Terms, refund eligibility may be affected or voided.
• Non-payment: Clients with outstanding unpaid invoices are not eligible for refunds on other services until all balances are settled.
• Fraudulent activity: Any engagement involving fraudulent activity, misrepresentation, or abuse of our services will void all refund rights.
• Terms of Service violations: Violations of our Terms of Service may affect refund eligibility.

Lenawa Solutions reserves the right to update or modify this Refund Policy at any time:

• The "Last Updated" date at the top of this page will be revised to reflect the most recent changes.
• Active clients will be notified of material changes via email.
• Changes to this policy do not retroactively affect existing Service Agreements or previously approved refund requests.
• Your continued use of our services after modifications constitutes acceptance of the updated policy.

For refund requests, billing inquiries, or questions about this policy: