At Digital Nomad Media, we are committed to delivering exceptional email marketing results for ecommerce brands.

 

Because our services involve custom strategy, creative work, implementation, and ongoing management, we have the following policy in place.

 

General Policy

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All payments for our services (monthly retainers, campaign packages, audits, flows, strategy sessions, etc.) are non refundable once work has commenced.

This is standard in the email marketing and digital agency industry, as significant time, expertise, and resources are invested from the moment we begin.

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Deposit & Project Fees

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• The initial deposit / setup fee is non refundable and non transferable. It reserves your spot in our schedule and covers the initial strategy and kickoff work.

• Any milestone payments are due as agreed and become non refundable upon payment.

 

Monthly Retainers

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• Monthly retainers are billed in advance and are non refundable for that month.

• You may cancel your retainer at any time with 30 days’ written notice. You will be responsible for the final 30 days of service.

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Cancellations & Refunds

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We offer refunds only in the following limited circumstances:

1. Pre-Work Cancellation If you cancel before any work has started (within 7 days of signing the contract and paying the deposit), we will refund 100% of the deposit minus a £150 administration fee.

2. Service Not Delivered If we fail to deliver the core agreed deliverables within the agreed timeframe (through no fault of your own), you may request a partial refund proportional to the undelivered portion.

3. Unsatisfactory Results (Good Faith Clause) If after the first 30 days of a monthly retainer you are genuinely unhappy with our work, we will offer one of the following (at our discretion):

   • A revised strategy and 2 weeks of additional work at no extra cost, or

   • Early termination of the contract with no further charges after the current billing period.

   Note: Results in email marketing depend on your product, audience, offers, and ad spend. We cannot guarantee specific revenue or open rates.

 

No Refunds For:

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• Digital deliverables already delivered (flows built, campaigns sent, audits completed, copy written, etc.)

• Changes in your business priorities or circumstances

• Results that don’t meet your expectations when best practices were followed

• Third-party tools or platform costs (Klaviyo, Attentive, etc.)

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How to Request a Refund or Cancellation

Email us at Liam@digitalnomadmedia.com with your project name and reason. We aim to respond within 48 hours.

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All refunds (where eligible) will be processed within 10 business days to the original payment method.

This policy does not affect your statutory rights under UK consumer law.