Refund & Cancellation Policy

1. Core Service Philosophy

We believe that long-term client relationships should be earned every single month through measurable booked ride revenue, verified cost-per-acquisition reductions, and flawless technical execution. We do not lock limousine, black car, or party bus operators into predatory multi-year contracts or hold accounts hostage.

2. Retainer Cancellation Policy

Following the completion of any initial onboarding sprint specified in your Statement of Work (SOW):

• Month-to-Month Flexibility: All ongoing growth retainers (Google Ads management, SEO/GEO optimization, and AI receptionist maintenance) operate on a flexible 30-day rolling cycle.
• Notice Requirement: To cancel or pause an ongoing monthly retainer, Client must provide written notice at least 14 calendar days prior to the next scheduled billing date.
• End-of-Cycle Service: When cancellation notice is provided, NYV Digital will continue to actively manage, optimize, and report on your campaigns through the remainder of your currently paid billing cycle.
• No Cancellation Fees: There are never any termination fees, penalty charges, or transfer fees when pausing or concluding a retainer.

3. Third-Party Media Spend (Google Ads & Microsoft)

As detailed in our Terms of Service, all advertising media spend is billed directly by Google or Microsoft to your company's credit card on file:

• Non-Refundable by Third Parties: Once advertising budget is consumed by search auctions on Google Ads, it is non-refundable by the advertising network.
• Client Budget Control: You maintain full administrative authority to adjust, pause, or cap daily advertising budgets at any time directly in your Google Ads dashboard.

4. Onboarding Sprints & Build-Out Deliverables

One-time technical build sprints (such as GoHighLevel CRM pipeline setup, 24/7 AI voice receptionist prompt engineering, airport corridor negative keyword mapping, and custom landing page development) involve substantial upfront engineering hours:

• Scope Milestones: Sprint fees are tied to clearly defined milestone deliverables documented in your project kickoff plan.
• Review & Revision Period: All technical builds include a 14-day client review and refinement period to test call routing, calibrate AI prompts, and confirm conversion tracking before public launch.
• Work-in-Progress Allocation: In the event a one-time build sprint is cancelled by Client prior to completion, any refunded amount will be calculated pro-rata based on unperformed milestones, minus the actual engineering hours already expended.

5. Refund Eligibility & Service Credits

Because performance marketing services represent dedicated expert labor, live software licenses, and ongoing technical management:

• Earned Service Fees: Retainer fees for past months or completed management cycles are generally non-refundable once the service period has elapsed.
• Billing Errors & Overcharges: If an administrative error or incorrect billing occurs, NYV Digital will issue an immediate 100% refund or service credit within 3 to 5 business days upon verification.
• Unperformed Retainer Periods: If Client requests cancellation with adequate notice and an automated renewal was processed prematurely, a full refund of that renewed cycle will be issued promptly.
• Service Credits: If an unforeseen technical interruption caused directly by NYV Digital's proprietary systems prevents campaign execution for more than 48 consecutive hours, we will issue a pro-rata service credit applied to your next invoice.

6. Zero-Friction Offboarding Guarantee

If you ever decide to bring marketing in-house or transition to another provider, we guarantee a professional, complete offboarding handoff:

• 100% Asset Retention: You retain full ownership and administrative control of your Google Ads account, keyword structures, negative lists, conversion actions, and GoHighLevel sub-account.
• No Sabotage or Asset Removal: We never delete campaigns, strip tags, or tamper with ad assets upon departure. Everything built during your paid engagement remains intact.
• Continuity Documentation: Upon request, we provide a clean handover briefing summarizing active bid strategies, top-performing airport corridors, and live CRM workflow triggers.

7. How to Request Cancellation or Adjustment

To request a retainer pause, scope adjustment, or service cancellation, simply send an email to our billing desk:

8. Billing Inquiries & Friendly Dispute Resolution

We take client satisfaction seriously. If you have any questions, concerns, or discrepancies regarding an invoice, please contact us directly before initiating a merchant or bank chargeback. Most billing questions can be resolved immediately through open, professional communication.

For complete commercial provisions and client warranties, please review our Terms of Service and Privacy Policy.