LEGAL

Refund and Cancellation Policy

Last updated: April 28, 2026

This Refund and Cancellation Policy applies to services provided by Matthew Carpenter LLC, doing business as Ovis Digital. By engaging our services, you agree to the terms below in addition to our Terms of Service.

1. Project-Based Services

For one-time projects (such as website builds, custom development, or one-off campaigns):

  • A non-refundable deposit is typically required to begin work, unless your service agreement states otherwise.
  • If you cancel before work begins, any payment made beyond the deposit will be refunded in full.
  • If you cancel after work has started, you are responsible for the work completed up to the date of cancellation. Any unused balance from milestone payments will be refunded.
  • Once a project is delivered and accepted, fees paid for that deliverable are non-refundable.

2. Recurring and Subscription Services

For ongoing services billed on a recurring basis (SmartSite plans, SEO retainers, ad management, AI workflow subscriptions, hosting and care plans):

  • You may cancel at any time with at least 30 days' written notice via email to hello@ovis.digital.
  • Service will continue through the end of the current paid billing cycle. We do not prorate refunds for partial months.
  • Setup fees, onboarding fees, and ad spend already placed with third-party platforms (Google, Meta, etc.) are non-refundable.

3. Third-Party Costs

Fees paid to third parties on your behalf — domain registrations, ad spend, paid software licenses, stock images, third-party integrations — are non-refundable once incurred, regardless of project status.

4. Performance Disclaimer

We do not offer refunds based on business outcomes such as search rankings, traffic volume, lead count, ad performance, or revenue. Marketing and SEO results depend on many factors outside of our control.

5. Chargebacks

Please contact us first if you believe a charge is incorrect — most issues can be resolved directly. Initiating a chargeback without first attempting to resolve the matter with us may result in immediate suspension of services and recovery of fees, costs, and reasonable attorneys' fees.

6. How to Request a Cancellation or Refund

Send a written request to hello@ovis.digital with your business name, service or project name, and the reason for the request. We will respond within 5 business days. Approved refunds are issued to the original payment method within 10 business days of approval.

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