Website: zhrdigital.com | Last updated: November 1, 2026
This Refund and Cancellation Policy explains how cancellations and refunds work for the digital marketing and creative services that ZHR Digital (“ZHR Digital,” “we,” “us,” or “our”) provides, including search engine optimization, paid search and social advertising, social media marketing, web design and development, content and copywriting, video production, and related services (the “Services”).
Your proposal, statement of work, or service agreement (a “Service Agreement”) sets out the fees, deliverables, and payment terms for your engagement. If this policy conflicts with your Service Agreement, the Service Agreement prevails. This policy should be read with our Terms and Conditions.
Free consultations and audits
Our initial consultations and any free audits carry no charge and no obligation. You may decline to go ahead at any time before you accept a proposal.
Project-based services
Projects such as web design and development, branding, and video production are billed in stages, usually starting with a deposit, as stated in your proposal.
- Before work begins. If you cancel after accepting a proposal but before we start work, we will refund your deposit, less any third-party costs we have already paid on your behalf, such as domains, licences, stock assets, or booked talent and equipment.
- After work begins. If you cancel once work has started, you pay for the work completed up to the date of cancellation and for any costs we cannot cancel. We will tell you the amount in writing and give you the work completed to that point once the amount is paid. Deposits are applied to that amount, and any balance over it is refunded.
- Revisions. Your proposal states the number of revision rounds included. Extra revisions or changes to the agreed scope may be quoted and billed separately.
- Delays caused by the client. If a project is on hold for more than 30 days because we are waiting for content, feedback, or approvals, we may close it and invoice the work completed.
Monthly retainers and ongoing services
Ongoing services such as SEO, social media management, content, and advertising management are billed monthly in advance.
- You may cancel at any time by giving us at least 30 days’ written notice by email to in**@********al.com, unless your Service Agreement states a different notice period or a minimum term.
- Fees remain payable until the end of the notice period.
- We do not refund fees for a billing period that has already started, because the work for that period is scheduled and under way.
- Where your Service Agreement includes a minimum term, early cancellation does not remove the fees for the remaining term unless the agreement says otherwise.
Advertising budgets
Advertising spend paid to platforms such as Google, Meta, LinkedIn, or TikTok is separate from our management fees.
- Money you have already spent on advertising platforms cannot be refunded by ZHR Digital, because it is paid to the platform and is governed by the platform’s own terms.
- If you prepaid an advertising budget to us, we will refund any unspent balance after cancellation, less any commitments already made on your behalf.
- Our management fees are not refunded as a result of advertising spend.
Third-party costs
Costs we pay to third parties for your project, such as domain names, hosting, plugins and software licences, stock images, music, fonts, and paid tools, are passed on at cost, are non-refundable once purchased, and are not part of our service fees.
When we will issue a refund
We will review a refund request and may issue a full or partial refund in these cases:
- We charged you in error or charged you twice.
- We did not deliver, or only partly delivered, work that you paid for and that the Service Agreement requires, and we cannot fix this within a reasonable time after you tell us.
- The cancellation is covered by the sections above.
- A refund is required by applicable law.
When we do not issue a refund
- We do not guarantee particular rankings, traffic, leads, sales, or return on advertising spend, so results that are lower than you expected are not by themselves a reason for a refund. See the No Guarantee of Results section of our Terms and Conditions.
- We do not refund work that we have completed and delivered in line with the Service Agreement.
- We do not refund costs caused by changes in a search engine’s or advertising platform’s rules or algorithms, or by actions taken by you or third parties on your accounts, website, or content.
How to request a cancellation or refund
- Email in**@********al.com within 30 days of the invoice or event that you are raising. Include your name, company, the invoice or project concerned, and the reason for your request.
- We will acknowledge your request within 5 business days and may ask for more information.
- We aim to give you a decision within 10 business days of receiving what we need.
- If a refund is approved, we will send it to your original payment method within 10 business days. Your bank or card issuer may need extra time to show it.
Refunds are made in the currency of the original payment. Taxes are refunded as required by law.
Payment disputes
If you have a concern about a charge, please contact us before disputing it with your bank or card provider so that we can try to resolve it quickly.
Your legal rights
Nothing in this policy limits any rights you have under applicable consumer protection laws that cannot be waived, including rights under Ontario law for consumer agreements. If a mandatory legal provision conflicts with this policy, the legal provision applies.
Changes to this policy
We may update this policy from time to time. The “Last updated” date above shows when it was last revised. Changes do not affect a Service Agreement already in place, which can be changed only as that agreement provides.
Contact us
- ZHR Digital, 930 Midland Ave, Scarborough, Ontario M1K 4G3, Canada
- Email: in**@********al.com
- Phone: +1 437 998 4630