Understanding our fee structure and exit terms
1. Overview
At The So Social, we invest significant time, expertise, and resources from the moment a project begins. This policy outlines our approach to cancellations, refunds, and early terminations in a fair and transparent manner. We encourage all clients to read this policy before signing a service agreement.
2. Advance Payments
2.1 New clients are required to pay 50% of the total project fee in advance before work commences. This advance is non-refundable once work has begun, as it covers strategy, onboarding, research, and initial deliverables.
2.2 For monthly retainer clients, the first month’s retainer is due in advance and is non-refundable afterthe onboarding session has been completed.
3. Project-Based Engagements
For one-time or project-based work (e.g., brand identity, website content, press release campaigns):
• Cancellation before work commences: 100% refund of advance payment, minus a 10% administrative fee.
• Cancellation after 25% of work is delivered: 50% of the advance is refundable.
• Cancellation after 50% of work is delivered: no refund is applicable; remaining deliverables can be provided upon payment of balance.
• Cancellation after 75% or more of work is delivered: full balance is payable; all completed deliverables will be handed over.
4. Monthly Retainer Engagements
4.1 Retainer agreements require a minimum 30-day written notice period for cancellation. Notice must be sent to info@thesosocial.com.
4.2 The current month’s retainer in which notice is given is non-refundable.
4.3 If a client cancels within the first 3 months of a new retainer agreement, a cancellation fee equivalent to one additional month’s retainer is applicable, as this period covers significant onboarding and strategy investment.
4.4 Services will continue through the notice period unless the client requests immediate cessation, in which case outstanding fees remain payable.5. Ad Spend & Third-Party Costs
5.1 Ad budgets managed on client platforms (Meta Ads, Google Ads, etc.) belong to the client and are not part of our service fee. Unused ad spend can be recovered directly from the ad platform.
5.2 Third-party costs incurred on the client’s behalf (influencer fees, PR wire fees, stock images, software subscriptions) are non-refundable once committed.
5.3 Our management fee for performance marketing is charged on the agreed structure (flat fee or percentage of spend) and is non-refundable for the period already managed.
6. Pause Policy
6.1 Clients on a retainer may request a pause of up to 30 days once per 12-month engagement period. During a pause, no deliverables are produced and no fee is charged.
6.2 Pause requests must be submitted in writing with 7 days’ notice.
6.3 A second or extended pause within the same year will be treated as a cancellation with notice.
7. Refund Processing
7.1 Approved refunds are processed within 10–14 working days from the date of written confirmation.
7.2 Refunds are issued via the same payment method used for the original payment.
7.3 Bank charges or payment gateway fees associated with the original transaction are deducted from the refund amount.
8. Service Failure
If The So Social fails to deliver agreed services within the agreed timeline due to reasons entirely within our control, clients may request:
• Extension of the engagement period at no extra cost to complete the remaining deliverables, or
• A partial refund proportional to the undelivered work, at our discretion after internal review. Service delivery timelines are dependent on timely client approvals and asset provision. Delays caused by client non-responsiveness do not qualify for refund claims.
9. Dispute Resolution
If you are dissatisfied with a refund decision, please escalate to info@thesosocial.com with ‘Refund Dispute’ in the subject line. We commit to reviewing all disputes within 7 working days and responding with a written resolution.
10. Contact
For any cancellation or refund requests, contact us at:
• Email: info@thesosocial.com
• Phone: +91 88903 52802
• WhatsApp: https://wa.link/7mjqsc
• Business Hours: Mon–Sat, 8 AM – 10 PM IST