REFUND POLICY

1. Overview

Mamba Digital S.r.l. delivers professional digital marketing services. Because our work involves specialist time beginning from project start, refunds are structured by project milestone and service type. We aim to be fair and transparent in all refund decisions.

2. One-time projects (Spark package and service-specific projects)

One-time projects follow a 50%/50% payment model — 50% at commencement, 50% on delivery.

• Before work begins: Full refund of any amounts paid.
• After commencement, before delivery: The first 50% instalment is non-refundable as it covers specialist time already committed. Second instalment has not yet been charged.
• After delivery: If the work does not match the agreed scope, we revise at no charge. If revision is not possible, a partial refund may be issued at Mamba's discretion, capped at 50% of the total project fee.
• Dissatisfaction with findings: Audits and strategy documents are professional deliverables. Disagreement with findings does not constitute grounds for a refund.

3. Monthly retainers (Momentum and Accelerate)

• Cooling-off (48 hours from first payment): Full refund if requested in writing within 48 hours, provided no onboarding call has taken place and no work has begun.
• After 48 hours or after work begins: Monthly fees are non-refundable for the month in which work has been delivered or commenced.
• Future months: May be cancelled with 30 days written notice after the 3-month minimum. No refund is due for the notice period if work continues.
• If Mamba fails to deliver: If contracted outputs for a given month are not delivered without reasonable cause, we credit the relevant portion to the following month's invoice.

4. Add-ons

Add-ons are non-refundable once delivery has begun. If an add-on cannot be delivered, a full refund of the add-on fee is issued.

5. Support hours

Used support hours are non-refundable. Unused purchased hours are refundable within 60 days of purchase if not yet scheduled.

6. EU consumer rights

EU consumers have the right to withdraw from a contract within 14 days of purchase under EU Directive 2011/83/EU, unless the service has commenced with explicit consent. By agreeing to these Terms and proceeding with an onboarding call or delivery, you consent to early commencement and acknowledge that the right of withdrawal no longer applies.

7. How to request a refund

Email ciao@mamba-seoagency.com with subject "Refund Request", your order reference, name, and reason. We respond within 3 business days. Approved refunds processed within 10 business days via the original payment method through Stripe.

8. Contact

Mamba Digital S.r.l. · Via Liguria, 27, 85024 Lavello PZ, Italy · ciao@mamba-seoagency.com · +39 080 435 6359