Refund Policy

1. Overview

We stand behind the quality of our work. Where a service has not yet commenced, or where we have failed to deliver an agreed service despite receiving everything required from you, you may be eligible for a refund as described in this policy.

2. Refund Eligibility

You may request a refund within twenty (20) days of your purchase, provided that work on your project has not yet begun. Once work has started, refunds are assessed on a case-by-case basis according to the amount of work completed.

A processing fee of twelve percent (12%) applies to all client-initiated refunds to cover payment, administrative, and onboarding costs.

3. Circumstances That Void a Refund

Refunds are not available in the following circumstances:

• The service was purchased as part of a discounted or promotional package.
• The initial concept, strategy, or store plan has been approved by you.
• Development or account setup has commenced at your request.
• The request relates to an urgent or expedited project.
• The cancellation is unrelated to our performance (e.g., change of mind, personal circumstances, or internal disagreements).
• You have been unresponsive for more than two (2) consecutive weeks.
• You have violated our Terms & Conditions or applicable marketplace policies.
• The request is made after the applicable refund window has passed.
• Final deliverables or account access have already been handed over.
• The work was outsourced to an approved third party at your direction.

4. Marketplace Automation Refunds

For Amazon, Walmart, TikTok Shop, Shopify, and similar automation services, refund eligibility requires that we failed to deliver the agreed service after you provided all required documentation, access, and information in a timely manner.

Where you fail to submit required documentation after a contract has been initiated, or where an account suspension results from your prior business history, refunds will not be issued and remain your responsibility.

Approved marketplace refunds are processed within thirty (30) working days.

5. Non-Refundable Services

The following are non-refundable once purchased: domain registration, web hosting, third-party software or subscriptions, advertising spend, and any fees paid directly to marketplaces or suppliers on your behalf.

6. How to Request a Refund

To request a refund, contact us at info@ecomautoagency.com with your order details and the reason for your request. Our team will review your case and respond within a reasonable timeframe.