Refund & Cancellation Policy

1. Cancellation Policy

Clients may cancel their ongoing digital marketing services at any time, subject to the following terms:

• 30-Day Written Notice: A minimum of 30 days' written notice is required to cancel any active service agreement. Notice must be submitted via email to info@ofmdiamonds.com.
• Notice Period: During the 30-day notice period, all active services will continue as scheduled. You will remain responsible for any fees incurred during this period.
• Effective Date: Your cancellation will take effect 30 days from the date we acknowledge receipt of your written notice.
• Contract Obligations: If your service agreement includes a minimum commitment period, early cancellation may be subject to an early termination fee as outlined in your contract.

2. Non-Refundable Items

Certain fees and deliverables are excluded from our refund policy due to the nature of the work involved:

• Setup and Onboarding Fees: All initial setup fees, account configuration charges, and onboarding costs are non-refundable once the onboarding process has begun. These fees cover the time and resources invested in auditing your existing presence, configuring tools, and establishing campaign foundations.
• Completed Campaign Work: Any campaign work, content creation, or deliverables that have been completed and delivered prior to the cancellation date are considered fulfilled and are non-refundable.
• Custom Strategy Documents: Proprietary marketing strategies, competitive analyses, brand audits, content calendars, and other custom strategic documents created specifically for your business are non-refundable once delivered.
• Third-Party Ad Spend: Any advertising budget that has already been committed or spent on third-party platforms (such as Google Ads, Meta Ads, LinkedIn Ads, or other media buys) cannot be refunded by DIAMONDSOFM LLC, as these funds are paid directly to the respective platforms.
• Software and Tool Licenses: If premium software licenses or tools were procured on your behalf as part of the service engagement, those costs are non-refundable once activated.

3. How to Cancel Services

To initiate the cancellation of your digital marketing services, please follow these steps:

1. Submit Written Notice: Send an email to info@ofmdiamonds.com with the subject line "Service Cancellation Request." Include your company name, the specific services you wish to cancel, and your desired cancellation date.
2. Acknowledgment: Our account management team will acknowledge your cancellation request within 2 business days and confirm the effective cancellation date, any outstanding balances, and refund eligibility.
3. Wind-Down Period: During the 30-day notice period, we will begin an orderly wind-down of your campaigns. This includes pausing scheduled ad spend, completing any in-progress deliverables, and preparing final performance reports.
4. Data and Asset Transfer: We will compile all campaign data, analytics reports, creative assets, and account credentials that belong to you. A complete handoff package will be delivered before the final cancellation date.

4. Refund for Prepaid Services

If you have prepaid for a service period (monthly, quarterly, or annual), you may be eligible for a pro-rated refund for the unused portion of your prepaid term:

• Pro-Rated Calculation: Refunds are calculated based on the number of full, unused days remaining in your prepaid service period after the effective cancellation date.
• Monthly Prepayments: If you cancel mid-month, you will receive a pro-rated refund for the remaining days of that month, minus any non-refundable items outlined in Section 2.
• Quarterly or Annual Prepayments: Clients who have prepaid for quarterly or annual service terms will receive a pro-rated refund for the unused months remaining, calculated at the standard monthly rate rather than the discounted prepaid rate.
• Refund Deductions: Any outstanding invoices, third-party costs, or early termination fees will be deducted from the refund amount before processing.

5. Service Satisfaction Guarantee

We stand behind the quality of our work. DIAMONDSOFM LLC offers a 30-Day Satisfaction Guarantee for new clients:

• Eligibility: New clients who are not satisfied with our services within the first 30 days of their engagement may request a full refund of service fees paid, minus any third-party ad spend that has already been committed or disbursed.
• How to Claim: Contact us at info@ofmdiamonds.com within 30 days of your service start date, describing the specific concerns or reasons for dissatisfaction.
• Resolution First: Before processing a guarantee refund, our team will work with you to address your concerns and attempt to resolve any issues. If we are unable to meet your expectations after a good-faith effort, we will process the refund promptly.
• One-Time Benefit: The 30-Day Satisfaction Guarantee applies once per client and cannot be used for subsequent service engagements or renewals.

6. Refund Processing

Once your cancellation has been confirmed and refund eligibility determined, the refund will be processed as follows:

• Review and Calculation: Our finance team will calculate the refund amount within 3-5 business days of the effective cancellation date, accounting for completed work, non-refundable items, and any outstanding balances.
• Refund Approval: You will receive a detailed refund summary via email outlining the calculation, deductions, and final refund amount for your review.
• Credit to Account: Approved refunds are issued to the original payment method and typically appear in your account within 7-15 business days, depending on your financial institution's processing time.

You will receive an email confirmation once your refund has been processed, including a transaction reference number for your records.

7. Service Transition

DIAMONDSOFM LLC is committed to ensuring a smooth and professional transition when you discontinue services. Our transition process includes:

• Asset Transfer: All creative assets, design files, copy documents, and branded content created during your engagement will be transferred to you in organized, accessible formats. You retain full ownership of all assets created specifically for your brand.
• Campaign Handoff: We will provide a comprehensive campaign handoff document that includes current campaign settings, audience targeting parameters, bid strategies, and optimization notes so your next provider or in-house team can continue without disruption.
• Account Access: We will transfer or revoke administrative access to all advertising accounts, analytics platforms, and third-party tools as directed by you. We recommend completing this transfer within 7 days of the cancellation date.
• Documentation: A final performance report covering the full duration of our engagement will be delivered, including key metrics, insights, and recommendations for ongoing marketing efforts.
• Data Retention: We will retain a backup of your campaign data for 90 days following cancellation. After this period, all client data will be securely deleted from our systems unless otherwise requested.

8. Mid-Contract Modifications

We understand that business needs evolve. Clients may request modifications to their active service agreements:

• Upgrading Services: You may upgrade your service tier or add additional services at any time. Upgraded pricing will take effect immediately, and any difference in fees for the current billing period will be pro-rated accordingly.
• Downgrading Services: Requests to downgrade your service tier will take effect at the start of the next billing cycle. The reduced scope of work will be reflected in your next invoice. There is no refund for the difference during the current billing period.
• Service Pauses: Clients may request a temporary pause of services for up to 60 days. During a pause, no service fees will be charged, but your contracted terms (including any minimum commitment period) will be extended by the duration of the pause.
• Scope Changes: Significant changes to the scope of work may require a revised service agreement. Our team will provide an updated proposal for your approval before any changes take effect.

9. Dispute Resolution

We are committed to resolving any billing or service disputes promptly and fairly:

• Initial Review: If you believe there is an error on your invoice or disagree with a charge, contact us at info@ofmdiamonds.com within 30 days of the invoice date. Include your account details and a description of the disputed charge.
• Investigation: Our finance team will investigate the dispute and respond with findings within 5 business days. We will provide supporting documentation for any charges in question.
• Resolution: If the dispute is resolved in your favor, a credit or refund will be issued promptly. If additional discussion is needed, we will schedule a call with your account manager to review the matter together.
• Escalation: If a dispute cannot be resolved through direct communication, both parties agree to pursue mediation before initiating any formal legal proceedings. Mediation will be conducted in Albuquerque, New Mexico, in accordance with the laws of the State of New Mexico.
• Good Faith: During any active dispute, services will continue uninterrupted unless otherwise agreed upon by both parties. We believe in maintaining a professional relationship throughout the resolution process.

10. Policy Updates

DIAMONDSOFM LLC reserves the right to update or modify this Refund and Cancellation Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically. Your continued use of our services after any modifications constitutes acceptance of the updated policy. For material changes that significantly affect your rights or obligations, we will make reasonable efforts to notify active clients via email at least 15 days before the changes take effect.

Thank you for choosing DIAMONDSOFM LLC as your digital marketing partner. We are honored to help grow your business and committed to providing you with an exceptional experience from strategy to results.