Cancellation and Refund Policy

1. Scope

This Policy applies to payments made directly to Oura Marketing for services including:

• Amazon advertising management
• Marketplace management
• Campaign audits and consultations
• Performance marketing
• Social media management
• SEO services
• Branding and creative services
• Website development
• AI and automation services
• Other agreed professional services

Specific cancellation and payment terms may also be included in a proposal, quotation, statement of work or client agreement. If a signed agreement conflicts with this Policy, the signed agreement will take priority to the extent permitted by law.

2. Service-based business

Oura Marketing provides professional and digital services rather than physical products. Therefore, physical product returns do not apply.

Refund eligibility depends on:

• The type of service purchased
• Whether work has started
• Work already completed
• Resources reserved for the project
• Third-party costs already incurred
• The cancellation terms in the applicable agreement

3. Before work begins

A client may request cancellation before Oura Marketing begins work.

If no work has started and no non-refundable costs have been incurred, the client may be eligible for a refund of the amount paid, less:

• Payment-processing fees
• Bank charges
• Currency-conversion charges
• Approved third-party costs
• Reasonable administrative costs, where applicable

A project is considered to have started when Oura Marketing has undertaken activities such as research, account review, campaign analysis, planning, onboarding, meetings, strategy development, content preparation, design work, technical setup or resource allocation.

4. Deposits and advance payments

Deposits may be required to reserve project capacity and begin work.

Unless otherwise stated in writing:

• A deposit becomes non-refundable once work begins.
• A deposit may be applied against completed work and committed resources.
• Work will not begin until the required deposit or advance payment is received.
• Failure to provide information, approvals or account access does not automatically make a deposit refundable.

If the client cancels after work begins, Oura Marketing may retain the portion of the deposit reasonably corresponding to work completed, time reserved and costs incurred.

5. One-time projects

For one-time services such as audits, strategies, website projects, creative work or marketplace setup:

• A full refund is generally not available after work has started.
• If the client cancels before completion, the client will be charged for work completed and approved expenses incurred up to the cancellation date.
• Any remaining balance may be refunded after deducting those amounts.
• Completed and delivered work is non-refundable, except where required by law.
• Dissatisfaction based only on personal preference does not automatically qualify for a refund where the agreed scope has been delivered.

Where revisions are included, Oura Marketing should first be given a reasonable opportunity to correct work that materially differs from the agreed scope.

6. Monthly and recurring services

For monthly retainers and recurring management services:

• Fees already paid for a started billing period are generally non-refundable.
• The client may cancel future renewal periods by providing the notice specified in the applicable agreement.
• If no notice period is stated, at least 30 days’ written notice should be provided.
• Services will continue until the end of the paid or applicable notice period unless otherwise agreed.
• Unused hours, activities or deliverables do not automatically carry forward or qualify for a refund unless agreed in writing.

Cancellation does not remove the client’s obligation to pay outstanding invoices or approved third-party costs.

7. Advertising and performance marketing

Management fees paid for advertising or performance marketing services are separate from advertising spend paid to a platform.

The following are not refundable by Oura Marketing:

• Advertising spend charged by a third-party platform
• Marketplace fees
• Platform subscription fees
• Software costs
• Creative-production costs already incurred
• External contractor or supplier charges
• Taxes, bank fees or currency-conversion charges

Oura Marketing cannot refund advertising spend collected directly by a third-party platform. Requests relating to platform charges must be directed to the relevant platform.

Advertising results are influenced by factors outside Oura Marketing’s control, including competition, inventory, pricing, product demand, reviews, listing quality, seasonality, account eligibility and platform changes. Failure to achieve a particular ROAS, ACOS, sales volume or ranking does not by itself create a right to a refund.

8. Client delays and non-cooperation

Refunds will not normally be provided where work is delayed, prevented or reduced because the client:

• Does not provide required information
• Does not provide account access
• Delays approvals or feedback
• Fails to attend scheduled meetings
• Changes the project scope
• Pauses the project after work begins
• Has insufficient inventory
• Experiences marketplace or advertising-account restrictions
• Provides inaccurate or unlawful information
• Does not comply with platform requirements

Oura Marketing may reschedule the work, revise the delivery date or charge reasonable reactivation costs if a project remains inactive for an extended period.

9. Consultations and scheduled meetings

A consultation may be rescheduled without charge if the client provides at least 24 hours’ notice, unless different terms were communicated during booking.

The following may be non-refundable:

• Missed consultations
• Cancellations made with less than 24 hours’ notice
• Bookings where the consultant has already prepared an audit or analysis
• Repeated rescheduling
• Sessions delayed because the client did not provide required information

Oura Marketing may allow one rescheduling at its discretion.

10. Scope changes

A refund will not be issued because the client requests work outside the original scope.

Additional work may require:

• A revised quotation
• Additional fees
• A revised delivery schedule
• A new statement of work

If Oura Marketing cannot accommodate a requested scope change, the original agreed scope and payment obligations will continue unless the parties agree otherwise.

11. Cancellation by Oura Marketing

Oura Marketing may cancel or suspend a service where:

• The client fails to make payment
• The client requests unlawful or misleading activity
• Required access or information is not provided
• The client violates a third-party platform’s policies
• Continuing the work creates a security, legal or reputational risk
• The client engages in abusive or threatening conduct
• Oura Marketing is unable to continue because of circumstances outside its reasonable control

If Oura Marketing cancels for reasons not caused by the client, the client may receive a proportionate refund for prepaid work that has not been completed, after deducting completed work and non-refundable costs.

No refund will normally be provided where cancellation results from the client’s breach, unlawful instructions, non-payment or platform-policy violations.

12. Service concerns

If you believe a service materially differs from the agreed scope, contact Oura Marketing within seven calendar days of delivery or discovery of the issue.

Your request should include:

• Your name and company
• Relevant invoice or project reference
• A description of the concern
• The outcome you are requesting
• Supporting information

Oura Marketing will review the request and may offer an appropriate remedy, such as:

• Correction of the affected work
• Completion of an omitted deliverable
• Reasonable revisions
• A service credit
• A partial refund
• A full refund where legally required or clearly justified

Oura Marketing should be given a reasonable opportunity to correct the issue before a refund is requested.

13. Refund processing

Approved refunds will normally be processed within 10–15 business days.

Refunds will generally be returned using the original payment method where reasonably possible. The time required for the amount to appear may depend on the bank, card issuer or payment provider.

Oura Marketing is not responsible for delays caused by financial institutions or payment providers.

Any bank charges, card-processing fees or currency-conversion differences may be deducted where permitted by law and where those amounts are not recoverable by Oura Marketing.

14. Chargebacks

Clients should contact Oura Marketing before initiating a payment dispute or chargeback so that we have an opportunity to review and resolve the concern.

Fraudulent or unjustified chargebacks may result in:

• Suspension of services
• Termination of account access
• Recovery of completed-work fees
• Recovery of reasonable dispute and collection costs
• Submission of relevant contracts, approvals and delivery records to the payment provider

Nothing in this section limits any rights available under applicable law.

15. Statutory rights

Nothing in this Policy excludes or limits rights that cannot legally be excluded under applicable law.

Where mandatory law gives a client additional cancellation or refund rights, those rights will apply.

16. Policy changes

Oura Marketing may update this Policy to reflect changes in services, payment arrangements, legal requirements or business practices.

The latest version will be published on this page. Changes will not retrospectively remove rights already established under a signed agreement or applicable law.