Returns & Refunds Policy

Last updated: 28 December 2024

1. Overview

At ITS Group, we are committed to providing high-quality SEO, digital marketing, and analytics services. Due to the nature of our work, we do not offer refunds on completed services. However, we strive to ensure client satisfaction and handle refund requests fairly.

2. Refund Eligibility

We may offer refunds in the following circumstances:

✅ Service Not Started: If you cancel a service before we begin work, you are eligible for a full refund.
✅ Service Unable to Be Delivered: If, for any reason, we are unable to provide the agreed-upon service, we will issue a full or partial refund, depending on the work completed.
✅ Duplicate Payments: If a payment is made in error or duplicated, we will issue a full refund of the excess amount.

3. Non-Refundable Services

The following services cannot be refunded once work has started:

🚫 SEO & Digital Strategy Services – Once research, audits, or optimisations have begun.
🚫 Google Business Profile & Merchant Center Setup – Once the listing has been created or updated.
🚫 Google Analytics & Tag Manager Configurations – Once the tracking setup is implemented.
🚫 Completed Consultancy & Training Sessions – If a session has taken place, no refund is available.

4. Cancellation Policy

• One-time services: Cancellations made before work starts = full refund.
• Monthly retainers: Require 14 days' notice before the next billing cycle.
• Ongoing SEO & digital marketing plans: If canceled mid-cycle, services continue until the end of the billing period. No partial refunds.

5. Requesting a Refund

To request a refund, please contact us at:

📧 legal@itsgroup.co.nz
📞 +64 21 162 9869

Please include your order details, reason for refund request, and any supporting information.

Refunds are processed within 5-10 business days via the original payment method, unless agreed otherwise.

6. Dispute Resolution

If you are unsatisfied with a service, we encourage you to contact us first to resolve the issue. If a resolution cannot be reached, disputes will be handled in accordance with New Zealand consumer laws.

7. Changes to This Policy

ITS Group reserves the right to update this policy at any time. The latest version will always be available at itsgroup.co.nz/returns.