Refund Policy

Refunds, Cancellations & Chargebacks

At Crab House Marketing, we value transparency, fairness, and professional collaboration. Because many of our services involve creative strategy, design time, consultation, planning, and digital work that begins immediately after confirmation, this Refund & Cancellation Policy outlines how payments, cancellations, revisions, and refunds are handled in accordance with the laws of Ontario and Canada.

By purchasing, booking, approving, or using any service provided by Crab House Marketing, the client agrees to the terms outlined below.


Nature of Creative & Digital Services

The client understands and agrees that branding, graphic design, social media marketing, website design, advertising, strategy, consultations, content creation, and related digital services are creative and customized services. Due to the personalized nature of these services, time, planning, research, and production resources are allocated specifically to each client project once work begins.

As a result, refunds are not automatically guaranteed once a project, consultation, campaign, or service has commenced.


Deposits & Advance Payments

For most projects, Crab House Marketing may require an advance payment or deposit before work begins. Deposits are used to secure scheduling, creative allocation, project planning, research, communication, and administrative preparation.

Unless otherwise agreed in writing, all deposits and booking fees are non-refundable once the project has started or resources have been allocated to the client’s project.

If the client cancels before any work, research, planning, communication, or creative development has begun, a partial or full refund may be considered at the sole discretion of Crab House Marketing, minus any applicable transaction, administrative, consultation, or processing fees.


Project Cancellation by Client

If a client decides to cancel a project after work has started, the client remains responsible for payment for all work completed, hours used, revisions provided, consultations conducted, concepts developed, or resources allocated up to the cancellation date.

If payments have already been made exceeding the value of completed work, Crab House Marketing may issue a partial refund for the remaining unused portion, if applicable.

If the amount of completed work exceeds payments already received, the remaining balance may still become payable by the client.
Completed work, concepts, drafts, strategy documents, creative files, social media assets, and partially completed deliverables may be withheld until outstanding balances are paid in full.


No Refunds After Final Approval or Delivery

Once the client has approved final work, received final files, approved campaigns, approved publishing, approved advertisements, approved website launches, or confirmed completion of services, the project shall be considered completed and non-refundable.

This includes situations where:

• The client changes personal preferences afterward.

• The client no longer wishes to use the design or service.

• The client experiences business, financial, or personal changes;

• Advertising campaigns do not produce desired business results despite proper execution.

• The client fails to use the delivered work or services.
   

Creative services involve subjective preferences, and disagreement based solely on personal taste does not qualify for a refund once deliverables have been provided according to the agreed scope.


Revisions & Client Satisfaction

Crab House Marketing aims to work collaboratively with clients to achieve satisfactory results. Reasonable revisions may be included depending on the selected package or written agreement.

Revision requests must remain within the original project scope. Significant changes, redesigns, additional concepts, or direction changes requested after approval may require additional charges.

Refunds will not be issued solely because the client changes their mind about creative direction after work has already been developed.


Social Media Marketing & Advertising Services

For social media management, Meta Ads, Google Ads, SEO, consulting, or digital marketing services, Crab House Marketing does not guarantee specific sales results, follower growth, viral reach, search rankings, conversions, or revenue outcomes.

Marketing performance may depend on multiple external factors outside our control, including platform algorithms, audience behavior, market conditions, client responsiveness, advertising budget, competition, economic conditions, and third-party platform policies.

Therefore, refunds shall not be issued based solely on dissatisfaction with marketing performance, engagement levels, ad metrics, or business outcomes where services were delivered as agreed.

Advertising spend paid directly to platforms such as Meta, Google, TikTok, or other third parties is non-refundable through Crab House Marketing.


Website, Hosting & Third-Party Costs

Any third-party expenses, including but not limited to domain registrations, hosting services, Wix plans, software subscriptions, fonts, plugins, printing costs, stock assets, paid applications, or advertising platform charges, are non-refundable once purchased.

Where possible, ownership or access to paid third-party services may be transferred to the client upon project completion and full payment.


Client Delays & Inactivity

Clients are responsible for providing the required information, approvals, feedback, content, images, login access, and communication within a reasonable timeframe.
If a client becomes inactive or unresponsive for more than 30 consecutive days, Crab House Marketing may:

• Pause the project.

• Reschedule the project.

• Close the project.

• Charge reactivation fees.

• Retain previously paid amounts for completed work and reserved production time.
   

Refunds will not be issued due to delays caused by the client’s inactivity or failure to provide necessary materials.


Emergency Situations & Discretionary Refunds

Crab House Marketing understands that genuine emergencies and exceptional situations may occur. In rare circumstances, partial refunds, credits, rescheduling, or alternative resolutions may be considered at the sole and reasonable discretion of Crab House Marketing.

Any goodwill refund, discount, or accommodation provided in one situation does not create an obligation to provide the same outcome in future cases.


Chargebacks & Payment Disputes

Clients agree to contact Crab House Marketing directly to attempt resolution before initiating chargebacks, payment reversals, banking disputes, or unauthorized transaction claims.

Initiating fraudulent or unjustified chargebacks after services, consultations, creative work, or deliverables have been provided may constitute breach of contract and may result in:

• Immediate termination of services;

• Suspension of file access;

• Removal of licenses or usage rights;

• Collection efforts;

• Legal action where permitted under Ontario or Canadian law.
   

Crab House Marketing reserves the right to provide contracts, invoices, approvals, communication records, timestamps, drafts, and proof of work to financial institutions or legal authorities during dispute investigations.


Refund Processing Time

Where a refund is approved, processing times may vary depending on payment providers, financial institutions, and transaction methods. Approved refunds are generally processed within 7–30 business days.

Transaction fees, currency conversion fees, platform processing fees, and non-recoverable third-party costs may be deducted from refund amounts where legally permitted.


Limitation of Liability

To the maximum extent permitted under applicable laws in Ontario and Canada, Crab House Marketing’s total liability relating to any refund claim, dispute, or service issue shall not exceed the amount actually paid by the client for the specific disputed service.

Under no circumstances shall Crab House Marketing be liable for indirect, incidental, special, consequential, reputational, business, or financial damages, including lost profits, lost opportunities, advertising losses, or anticipated business growth.

Compliance With Consumer Protection Laws

Nothing within this Refund & Cancellation Policy is intended to limit any rights that consumers may have under applicable Ontario or Canadian consumer protection laws where such rights cannot legally be excluded.

If any provision of this policy is found unenforceable under applicable law, the remaining provisions shall continue in full force and effect.


Contact Information

For refund requests, billing concerns, cancellations, or payment-related inquiries, clients may contact:

Crab House Marketing
Email: CrabHouseMarketing7@gmail.com
Phone: +1-647-539-9386
Location: Ontario, Canada

Refund requests should include the client’s full name, invoice details, project information, and explanation of the concern so the matter can be reviewed fairly and efficiently.