Cancellation and Complaints Policy

1. General approach

Juniper Metric aims to address concerns early, document decisions clearly, and apply cancellation terms consistently. Clients are encouraged to raise a question as soon as a scope, timeline, deliverable, invoice, or communication issue becomes apparent.

A website inquiry or completed project brief can be withdrawn at any time before a proposal is accepted. No charge applies merely for completing the website form.

2. Before work begins

If a client cancels after accepting a proposal but before work begins, amounts paid may be refunded except for:

• non-refundable deposits expressly identified in the proposal;
• time already spent on onboarding, discovery, research, planning, account review, scheduling, or setup;
• approved third-party expenses or commitments that cannot be recovered; and
• payment processing or transfer costs where permitted by law and disclosed.

If no work has occurred and no non-recoverable cost has been incurred, Juniper Metric will make a reasonable effort to refund the unused amount.

3. Project work and milestones

For one-time projects such as websites, branding, landing pages, analytics setup, or other defined builds, fees may be divided into deposits and milestones. A client cancelling after work begins is responsible for completed work, work in progress through the effective cancellation date, and approved non-recoverable costs.

Completed milestones are not refundable after delivery or approval except where required by law or where a written agreement provides a specific remedy. If the amount paid exceeds the value of completed and committed work, the remaining balance may be refunded after final reconciliation.

Drafts, working files, partially completed deliverables, and access transfers are handled according to the project agreement and payment status.

4. Recurring monthly services

Unless a service agreement states otherwise, a client should provide written cancellation notice at least 15 calendar days before the next renewal or monthly service period. Work and billing already scheduled for the current period remain active through the effective cancellation date.

A notice received after the stated cutoff may apply to the following service period because team capacity, production time, and campaign work may already have been reserved. There is no cancellation penalty beyond agreed fees, completed work, and non-recoverable commitments.

5. Advertising spend and third-party charges

Advertising spend is paid to or processed by advertising platforms and is separate from management fees. Media spend already delivered, platform charges, software subscriptions, domains, hosting, stock licenses, printing, freelance commitments, and other approved third-party expenses are generally non-refundable once incurred.

When an engagement ends, the client should retain or regain appropriate ownership access to client accounts, subject to platform policies and payment of amounts due. Juniper Metric is not responsible for a third party’s refund decision, account review, outage, or billing process.

6. Schedule changes and pauses

A request to pause or reschedule work is subject to availability. A short pause may be accommodated in writing, but reserved production time may not be transferable indefinitely. If required content, access, approvals, or feedback are delayed, delivery dates may move and a restart or re-scoping fee may apply when the delay creates significant additional work.

If a pause continues beyond 30 days without a written restart plan, Juniper Metric may close the project, invoice completed work, and treat any later restart as a new schedule request.

7. Cancellation by Juniper Metric

Juniper Metric may pause or terminate services when a client fails to pay, repeatedly misses necessary approvals, requests unlawful or deceptive activity, supplies unauthorized data or content, creates material platform or safety risk, abuses staff or contractors, or materially breaches an agreement.

Where practical, written notice and a reasonable opportunity to cure will be provided. Immediate suspension may occur when necessary to prevent harm, unauthorized access, legal violation, or platform enforcement. Fees for completed work and approved commitments remain due.

8. Performance concerns and refunds

Marketing outcomes are affected by market demand, competition, offer quality, budget, website experience, sales response, seasonality, and platform changes. A ranking, lead volume, cost per lead, revenue amount, or return is not guaranteed. A difference between hoped-for and actual performance does not by itself create a refund right.

If the concern is that agreed work was not performed, the client should identify the specific deliverable or obligation. Juniper Metric will review the written scope, records, approvals, and work completed and may propose correction, completion, credit, partial refund, or another reasonable remedy where appropriate.

9. How to submit a cancellation

A cancellation request should be sent in writing to the email at the end of this policy and should include:

• the client or business name;
• the project or service being cancelled;
• the requested effective date;
• any open deliverables or account access that need to be addressed; and
• the reason for cancellation, if the client wishes to provide it.

Juniper Metric will confirm receipt and explain the effective date, remaining work, access steps, outstanding charges, and any refund calculation.

10. How to make a complaint

A complaint should be submitted in writing with enough detail for a fair review. Include the relevant project, dates, agreed requirement, what occurred, any supporting records, and the resolution requested. Do not include passwords, payment card numbers, or sensitive personal information.

Complaints may concern service delivery, communication, invoices, privacy, accessibility, website content, or professional conduct. A complaint will not result in retaliation or reduced service.

11. Review process and timing

1. Acknowledgment: Juniper Metric aims to acknowledge a written complaint within five business days.
2. Review: Relevant proposals, messages, approvals, files, invoices, and platform records may be reviewed. Additional information may be requested.
3. Response: A substantive response is normally provided within 15 business days after sufficient information is available. Complex matters may require more time, in which case an update will be provided.
4. Resolution: Depending on the facts, the response may clarify the record, correct work, revise a schedule, provide a credit or refund, close an engagement, or explain why the requested remedy is not available.

12. Escalation and good-faith resolution

If a client disagrees with the initial response, the client may request a second review and identify the specific point that remains unresolved. The parties should attempt a good-faith written resolution before beginning formal proceedings.

Nothing in this policy removes rights or remedies that cannot lawfully be limited. A consumer may also have rights under applicable law that differ from these general business service terms.

13. Chargebacks and payment disputes

Before initiating a chargeback, a client should contact Juniper Metric so records and a proposed resolution can be reviewed. A chargeback filed without first addressing an ordinary service question may delay access transfers, refunds, or project closure. This section does not prevent a person from using a lawful payment dispute process.

14. Refund method and timing

An approved refund is normally returned through the original payment method when practical. Processing time depends on the payment provider and financial institutions. Juniper Metric cannot control the time a provider takes to post a completed refund.

A refund or credit may be conditioned on a written final reconciliation of deliverables, licenses, access, and outstanding balances.

15. Policy updates

This policy may be updated to reflect service, operational, or legal changes. The published “Last updated” date identifies the current version. A project remains subject to the cancellation provisions in its accepted agreement where those provisions differ.