Refund Policy

1. Our Approach to Refunds

Solutio LLC ("Solutio Agency," "we," "us," or "our") operates as a professional services firm. Our services involve significant investment of time, expertise, research, and proprietary resources. As a result, and consistent with standard practice in professional services, the majority of our services are non-refundable once work has commenced.

This policy exists because our core deliverables — campaign strategy, ad management, funnel builds, banking setup, entity formation, and consulting — involve customized work product that cannot be "returned." We commit significant resources to every engagement from day one.

We are committed to resolving any legitimate concern about our Services. Before assuming a refund is appropriate, please contact us directly. Most concerns can be addressed through direct communication.

2. Mandatory Resolution Process

Before any refund request will be considered, the following resolution process is mandatory:

Step 1: Contact Us First

Email mouhcine@joinsolutio.com with a clear description of your concern, the specific service(s) in question, what was delivered versus what was expected, and your desired resolution. We commit to acknowledging your concern within 2 business days.

Step 2: Review Window

We will review your concern within 5 business days and propose a resolution. Resolutions may include service modification, additional deliverables, revised timelines, or partial credit toward future services. Outright refunds are considered only where there is a clear material failure on our part to deliver the agreed scope.

Step 3: Cooperation Requirement

To assess any refund request, we require your good-faith cooperation, including providing access to relevant accounts, sharing performance data, and participating in a review call if requested. Refund requests submitted without completing this process, or via payment chargeback without prior contact, will be considered in breach of our Terms and Conditions and will be contested.

3. Chargeback Policy

We take unauthorized payment chargebacks extremely seriously. A chargeback initiated without first attempting resolution directly with Solutio Agency constitutes a material breach of our Terms and Conditions. In such cases:

• All services will be immediately suspended pending resolution.
• We will contest the chargeback and provide documentation of services delivered.
• We reserve the right to pursue recovery of the disputed amount plus all associated chargeback fees, processing costs, and reasonable legal costs.
• We may report fraudulent or unjustified chargebacks to credit reporting agencies and collection services.
• Future service relationships may be terminated and blacklisted at our discretion.

4. Non-Refundable Services

The following services and products are strictly non-refundable once work has commenced or delivery has occurred:

Marketing and Advertising Services

Retainer fees, campaign setup fees, creative production costs, and management fees are non-refundable. Ad spend deployed on your behalf through third-party platforms (Meta, Google, TikTok, etc.) is non-recoverable once spent and is excluded from any refund consideration regardless of performance outcomes. We do not guarantee any specific ROAS, CPA, revenue, or other performance metric.

Digital Products

All digital products, including guides, templates, frameworks, and downloadable materials, are non-refundable once accessed or downloaded, as the product cannot be "returned."

Business Formation Services

Entity formation fees, registered agent fees, EIN application fees, and associated government filing fees are non-refundable once the formation process has been initiated. Government fees paid on your behalf are non-recoverable. Where a filing is rejected due to information errors on our part (not due to Client-provided inaccuracies), we will re-file at no additional cost.

Agency Ad Account Access

Fees for Agency Ad Account access are non-refundable. If access is suspended or terminated due to the Client's policy violations or non-compliance, no refund will be issued. If access is unavailable due to circumstances entirely within our control, we will credit the fees for the affected period toward future services.

Consultation Fees

Strategy call fees, consulting session fees, and advisory retainers are non-refundable once the session or period has commenced. Missed appointments without 24-hour advance notice are forfeited.

5. Limited Refund Eligibility

We will issue a full refund only in the following specific circumstances:

• Duplicate payment: If you are charged twice for the same service due to a technical error on our part, the duplicate payment will be refunded promptly upon verification.
• Service not yet commenced: If you have paid for a service and request cancellation before any work has been initiated and before any third-party costs have been incurred, a refund may be issued minus a 10% administrative processing fee.

These circumstances do not apply to services where onboarding, discovery, or preparation work has already been performed, as these involve material time and resource investment.

6. No Performance Guarantees

Dissatisfaction with advertising performance, conversion rates, revenue generated, or any other business outcome does not constitute grounds for a refund. Marketing outcomes are influenced by numerous factors outside our control, including market conditions, product-market fit, competitive landscape, platform algorithm changes, and seasonal factors. We apply professional skill and best practices to every engagement, but we do not and cannot guarantee specific results.

7. Termination Without Refund

If a service agreement is terminated — by either party — any fees paid for services already delivered are non-refundable. If you terminate an active retainer engagement before the end of a billing period, the remainder of that period's fees are non-refundable. If we terminate an agreement due to your material breach (including non-payment, policy violations, or fraudulent activity), no refund will be issued.

8. Contact for Billing Questions