Refund and Cancellation Policy

Last updated: September 2026

This policy explains when money is and is not refundable, and how to cancel. It applies to everything we sell. Where a signed service agreement says something different, that agreement controls.

1. Monthly plans (Launch, Growth, Scale)

• Billing: monthly in advance. The first payment is due before work starts.
• Initial term: the first three months. This is stated before you sign and exists because consistent posting takes about that long to show up in the numbers.
• After the initial term: the plan continues month to month until you or we end it with 30 days' written notice. Email counts as written notice.
• Refunds: fees for a month that has started are not refundable, because the planning, production and publishing for that month are already under way. We will finish or hand over the work for any period you have paid for.
• If we cannot deliver: if we fail to deliver the agreed scope for a month for reasons within our control, you may choose a credit against the next month or a pro-rata refund of the undelivered portion. Tell us and we will sort it out.
• Cancelling during the initial term: you remain responsible for the three months you committed to. If your circumstances genuinely change, contact us. We would rather reach a fair outcome than hold someone to a contract they cannot use.
• If you received a promotional discount: it applies to your first month only. If you end the plan during the initial term, we do not claw the discount back and we do not invoice you for the difference. Your responsibility for the rest of the term is as described above.

2. Brand Audit (one-time)

• Payable in full up front.
• Full refund if you cancel before we begin the review.
• Once the written report has been delivered, the fee is not refundable, because the entire deliverable has been handed over.
• If you are unhappy with the audit, tell us within 14 days of delivery. We will revise it once at no charge.

3. Custom CRM build ($1,000, one-time)

• Payable in full up front unless we agree otherwise in writing.
• Full refund if you cancel before the build starts.
• If you cancel partway through, we refund the portion of the fee representing work not yet done, assessed honestly against the agreed scope.
• Once the system has been delivered and handed over, the build fee is not refundable.
• The $50 per month hosting and support fee is billed monthly and can be cancelled at any time with 30 days' notice. The current month is not refunded. If you cancel hosting, we will help you export your data.

4. Add-ons and project work

Paid ads management, additional platforms, on-site content shoots and other quoted work follow the terms in the written quote. Where a shoot or other scheduled work is cancelled with less than 48 hours' notice, we may charge for time and costs already committed.

5. Advertising spend

Money you spend on advertising goes directly from your own account to the platform, such as Meta or TikTok, and never passes through us. We cannot refund ad spend. Refund requests for advertising must go to the platform.

6. How to cancel

Email hello@sparksociallabs.com saying you want to cancel, or tell your point of contact in writing. That is the whole process. There is no retention call you have to sit through, no cancellation form, and no phone number you have to ring during office hours. We will confirm in writing, tell you the date billing stops, and remove our access to your accounts on request.

7. Chargebacks

If you believe you have been billed in error, please contact us first. We will look into it quickly and correct genuine mistakes without argument. Raising a chargeback before contacting us simply slows down a fix we would have made anyway.

8. Changes to this policy

We may update this policy. The version that applies to you is the one in force when you bought, unless a change is required by law. Material changes will be notified at least 30 days in advance for ongoing plans.

Contact

Spark Social Labs, a registered assumed name of Spark Investments LLC, a Michigan limited liability company
Email: hello@sparksociallabs.com