Refund & Cancellation Policy

We would rather be clear before you pay than argue after. Ad spend is billed to you directly by the ad platforms and is never part of our fee, so it is never refundable by us.

Setup and installation fee

• If you cancel before installation work begins, the setup fee is refunded in full, less any third-party costs already incurred on your behalf.
• Once installation has begun, the setup fee is non-refundable, because the work is front-loaded and delivered early in the engagement.

Monthly retainer

• Retainers are billed in advance for the coming month.
• A month already in progress is not refundable, as the team, campaigns and automations are committed for that period.
• Cancel with thirty days’ written notice and you will not be billed for any month beyond the notice period.

Ad spend

Ad spend sits in your own ad accounts and is charged by Meta, Google or the relevant platform. Refunds for ad spend are governed by those platforms’ policies, not ours. We never absorb or mark up ad spend.

Trials

We do not offer trial months. A single month front-loads the setup work and produces a poor result, which serves neither side.

If we get something wrong

If we fail to deliver a component we committed to in your proposal, tell us and we will either fix it or credit the affected portion of that month’s retainer. We do not issue refunds on the basis of patient volume, revenue or any other outcome we never promised.

How to request a refund or cancel

Email connect@divineleads.guru from the address on your account with your clinic name and invoice reference. We acknowledge within two working days and resolve approved refunds within seven to ten working days, credited to the original payment method.