Refund & Cancellation Policy

01. Scope of Services & Fee Classification

Client billing at Spiderweb Advertising LLC is divided into three distinct financial categories, each governed by specific refundability rules:

02. 100% Refundability of Unspent Ad Spend Capital

Reconciliation & Clearing Protocol:

• Platform Clearing Period: Major advertising networks (Meta, Google, TikTok) require between 5 to 14 business days to finalize impression delivery logs, delayed attribution billing, and pending clearing thresholds.
• Itemized Reconciliation Statement: Upon initiation of contract termination or offboarding, our billing desk generates an auditable reconciliation ledger detailing total funds received, verified platform-level ad spend, applicable processing charges, and the exact net balance due for return.
• Disbursement Method: Unspent ad spend balances are returned strictly to the originating corporate bank account, ACH transfer, or payment card from which they were received, in strict compliance with federal Anti-Money Laundering (AML) and FinCEN standards. Funds will not be disbursed to third-party accounts or alternative destinations.

03. Technical Setup & Onboarding Fees

Technical setup and onboarding fees cover the allocation of specialized adtech engineering resources, infrastructure configuration (such as Business Manager workspace sandboxing, network routing configuration, DNS routing, and CAPI telemetry setup), and mandatory compliance/KYC background reviews.

• Prior to Engineering Commencement: If a client requests cancellation in writing within twenty-four (24) hours of contract execution and prior to the commencement of any technical onboarding or provisioning labor, setup fees are 100% refundable.
• Post-Commencement of Setup: Once technical provisioning, compliance review, or workspace architecture configuration has commenced, setup fees are non-refundable, as labor, infrastructure costs, and platform resource reservations are irrevocably committed.

04. Monthly Infrastructure Retainers & SLA Credits

Monthly infrastructure retainers provide continuous monitoring, ad-spend billing routing, CAPI maintenance, and operational escalation readiness.

• Cancellation Notice: Clients may cancel recurring monthly retainers by submitting written notice at least fourteen (14) calendar days prior to the next billing renewal date, unless a different notice window is specified in their individual Statement of Work.
• Mid-Cycle Terminations: Retainer fees for an active billing cycle are generally non-refundable once the cycle has begun, as dedicated infrastructure capacity remains reserved for the client's ad accounts throughout the period.
• Service Level Agreement (SLA) Downtime Credits: If an infrastructure disruption attributable solely and directly to Spiderweb Advertising LLC results in a total failure of ad operations for more than seventy-two (72) continuous hours, and such failure cannot be remediated, Spiderweb will issue a prorated fee credit or refund corresponding to the verified downtime period upon written client request.

05. Invoicing Discrepancies & 30-Day Resolution Window

We maintain fully auditable financial records for all coordinated billing workflows. If a client observes any variance, calculation error, or unapproved charge on any invoice or reconciliation statement:

06. Mandatory Anti-Chargeback & Dispute Escalation Protocol

07. Non-Refundability for Compliance Breaches

In order to protect our banking partnerships, institutional credit rails, and ad platform compliance ratings, Spiderweb Advertising LLC strictly enforces our Prohibited Use Policy.

No refunds, credits, or fee returns will be granted under any circumstance if:

• Client engages in deceptive, fraudulent, illegal, or cloaked advertising campaigns.
• Client promotes prohibited goods, including counterfeit merchandise, unauthorized financial schemes, illicit pharmaceuticals, or malicious software.
• Ad accounts, Business Managers, or payment profiles are suspended due to client's deliberate violation of Meta, Google, TikTok, or federal truth-in-advertising guidelines.
• Client submitted fraudulent, altered, or synthetic identity records during the KYC verification process.

08. How to Request a Cancellation or Refund

To initiate an authorized service cancellation or request an ad spend reconciliation refund, follow these formal steps:

1. Submit Written Notice: Email [email protected] with a copy to [email protected] with the subject line “Cancellation & Reconciliation Request - [Company Name]”.
2. Required Documentation: Include your Legal Corporate Name, Statement of Work (SOW) Reference ID, date of request, reason for termination, and verified bank wiring/ACH details matching your initial onboarding registration.
3. Audit & Statement: Our operations desk will freeze new campaign routing within twenty-four (24) hours and provide an itemized platform clearing statement within seven (7) business days.
4. Remittance: Approved unspent ad spend returns will be disbursed within three to five (3–5) business days following final clearing settlement.