Refund Policy

You can cancel before we start and get your money back in full. Once we have started, the fee covers the time and work already spent on your account, and that part is not refundable.

We would always rather fix a problem than argue about an invoice. If you are unhappy with the work, contact us first — most concerns are resolved by reworking a deliverable at no extra cost.

• Before work begins — cancel at any time before we start and you receive a 100% refund.
• After work begins — the fee is not refundable. The research and analysis are the deliverable, and they are performed early in the engagement.
• If we cannot deliver — if we cancel, or cannot deliver what your proposal promised, you are refunded in full for anything not delivered.

“Work begins” means the kickoff date in your proposal, or the first day we access your systems or start the research — whichever is earlier. We confirm that date to you in writing.

• Cancel with 30 days’ written notice. Your programme runs to the end of that notice period and we deliver the work for it.
• The month in progress is not refunded — it is already being delivered — and months already delivered are not refunded.
• You are not charged for any month beginning after the notice period ends.
• Where your proposal sets a minimum term, cancelling inside it ends the renewal but does not refund what has already been invoiced or paid for that term.

Notice can be given by email to contact@thallodigital.com and takes effect on the day we receive it.

Any charge taken in error — a duplicate payment, the wrong amount, or a charge after a cancellation took effect — is refunded in full as soon as we confirm it, whatever else this policy says. Tell us and we will correct it.

• Work already performed and time already spent on your account.
• Third-party costs we have already committed on your behalf — media placements, licences, data or software — where they cannot be recovered.
• Results. Fees pay for professional work, not for a ranking, a mention or a revenue figure, none of which any agency controls. See clause 10 of our Terms and Conditions.
• The free visibility scan, which is free of charge, so there is nothing to refund.

Email contact@thallodigital.com with the invoice number, the payment date and what you would like us to put right. A person reads it.

• We acknowledge every request within 2 business days.
• We tell you our decision, with our reasoning, within 10 business days of receiving the request.
• Approved refunds are issued to the original payment method within 5 to 10 business days. How quickly the money appears after that is set by your bank or card issuer, not by us.
• Refunds are made in the currency of the original payment. We do not cover changes in exchange rate between the payment and the refund.

If you believe a charge is wrong, please contact us before raising it with your bank. We can usually resolve it faster directly, and a chargeback opened without contacting us first is disputed with the evidence of the work delivered.

This policy forms part of our Terms and Conditions. The version that applies to a payment is the one published when the payment was made. Where a signed proposal sets different refund terms, the proposal prevails.

Nothing here removes any right you have under the consumer protection law of Colombia where it applies to you.