Legal
Refund Policy
This policy explains how refunds work for services provided by Fox Leads LTD. It should be read together with our Terms & Conditions and your Proposal.
1. Summary
- Management fees invoiced for services we have actually provided are generally not refundable, unless your agreement with us says otherwise or the law requires a refund.
- Advertising spend is paid directly to the advertising platforms. It is not Fox Leads' revenue, and any refund of it is subject to the rules of the platform concerned.
- Your statutory rights are not affected.
2. Management fees
Our management fee (10% of your monthly advertising spend) pays for work that is carried out continuously throughout the month — strategy, campaign management, optimisation, analysis and reporting. Because this work is delivered as it is performed, fees for services already provided are not automatically refundable, including where campaign results differ from expectations. Our Terms explain that results cannot be guaranteed.
We will, however, issue a refund or credit where:
- you have been invoiced in error, or charged twice for the same period;
- you have paid in advance for a period or for services that we have not provided — for example, following termination;
- a refund is provided for in your Proposal or agreement with us; or
- a refund is required by law, including where services have not been provided with reasonable care and skill.
3. Advertising spend
Advertising spend is charged by the advertising platforms directly to the payment method on your advertising accounts. Fox Leads does not receive this money and cannot refund it. Requests for refunds or credits of advertising spend (for example, for invalid clicks or billing errors) must be made under the relevant platform's policies. Where it is reasonably possible, we will help you prepare and submit such a request.
4. Project work
Where we agree a separately priced project (for example, a brand identity or landing page build), any deposit, milestones and cancellation terms will be set out in the Proposal. Work completed up to cancellation is chargeable. [CONFIRM PROJECT DEPOSIT / CANCELLATION TERMS, IF APPLICABLE]
5. How to request a refund
Contact us at [CONTACT EMAIL] within [TIME LIMIT — e.g. 30 days] of the invoice date, including the invoice number and the reason for your request. We will acknowledge your request and respond within [RESPONSE TIME — e.g. 14 days]. Approved refunds are paid to the original payment method.
6. Consumers
Our services are intended for businesses. If you are a consumer, you have legal rights in relation to services that are not provided with reasonable care and skill, and in some cases rights to cancel; nothing in this policy affects those rights.
7. More information
See our Terms & Conditions for the full terms of our services, or contact us with any question.