Scope of this policy
Metricora does not take online payments, subscriptions or self-service purchases through this website. This policy applies only where an invoiced engagement or platform subscription is active under a signed written agreement. Where that agreement states different terms, the agreement takes precedence.
Strategy sessions
- Cancellations 24+ hours before the session may be refunded or rescheduled.
- Late cancellations and missed sessions may be non-refundable.
- Metricora may reschedule or refund where we cannot deliver the session.
Website audits
- Cancellation is available before audit work begins.
- Work already completed is non-refundable.
- Third-party tool expenses incurred may be non-refundable.
- Delivered reports are generally non-refundable except where materially defective or misdescribed.
Managed services
- Monthly retainers are billed per the service agreement.
- Work completed within a billing period is non-refundable.
- Notice requirements may apply and will be set out in the service agreement.
- Advertising-platform spend is outside Metricora's refund control.
- Customer delays do not automatically create refund eligibility.
Platform subscriptions
Platform access is provided under a signed scope, invoiced or paid by card. Where a subscription is active:
- Cancellation prevents future renewal.
- Access normally continues until the end of the paid period.
- Partial-period refunds are not automatic.
- Duplicate charges and confirmed billing errors will be reviewed and corrected.
- Service outages are handled per the applicable subscription terms.
Refund method and timing
Refund requests are acknowledged in writing and a decision is issued within 10 business days of receiving the request and any information needed to assess it. Approved refunds are issued by Metricora within a further 10 business days, to the original payment method or by bank transfer where that is not possible. Once issued, the time taken for funds to appear depends on your bank; that period is additional to, and separate from, the timeline above.
Cancellation requests and complaints
Send cancellation requests, refund requests and complaints to management@metricora.online. Complaints are acknowledged in writing and handled by the same mailbox.