This page explains when you can cancel and when you get money back. It's part of our Terms of Service. If your signed SOW sets different rules in writing, the SOW applies.
At a glance
| Situation | What happens |
|---|---|
| Desk item, cancelled before work starts | Full refund |
| Desk item, cancelled after work starts but before delivery | Refund of the price minus our time at $125/hour |
| Desk item, delivered | No refund; if anything the item page lists is missing, we fix it |
| We miss the turnaround window | Full refund on request, before delivery |
| Decay audit: your site is in a lower URL tier than you paid for | We refund the difference |
| A plan or monthly service month that has already started | Not refundable |
| Unused slots | Roll over one month, then expire; no refund |
| Slots left unused because of us | Kept until used; refunded at your per-slot rate if the plan ends first |
| Leaving a plan | 30 days' written notice; the 3-month initial term still applies |
| The $500 decay-audit credit | No cash value |
| EU/UK consumers | 14-day withdrawal right, with the conditions below |
Desk items
This covers the eight fixed-price items at /desk/: Content Decay Audit, Topic Map + 90-Day Calendar, Refresh Pack, One Article, Expert-Interview Article, Service & Location Page Set, Collection & Product Copy Pack and Measurement Setup.
Work starts when we send you the kickoff email. Each item's turnaround is counted in business days from the point its page names, such as Search Console access, your returned questionnaire or your approved brief.
Before work starts
Cancel any time before the kickoff email and we refund the full amount you paid.
After work starts, before delivery
If you cancel partway through, we refund the price minus the time we've already spent, at $125 an hour in 30-minute steps, never more than the price. We'll send you a breakdown, and you get whatever we've done so far.
The same applies if we're still waiting for the access or information an item needs 30 days after the kickoff email and either of us decides to cancel.
After delivery
Once we've delivered the report, pages, copy or dashboard, the item is complete and isn't refundable. The deliverable is the thing you paid for, and you keep it. Written pieces include 2 revision rounds, as section 9 of the Terms explains.
If something the item page lists is missing, tell us within 10 business days of delivery. We'll fix it within 10 business days. If we can't, we refund that item.
Not getting the results you hoped for isn't grounds for a refund. Our audits diagnose and our writing publishes; neither promises rankings or traffic (see section 15 of the Terms).
If we're late
If we haven't delivered by the end of the turnaround window, and the delay is our fault, you can ask for a full refund at any point before we deliver. The clock pauses while we're waiting on you, for access, a questionnaire, approvals or answers, and the window moves by the same amount.
Content Decay Audit: the wrong tier
At kickoff we count your indexable URLs. If your site falls in a lower tier than the one you paid for, we refund the difference. If it falls in a higher one, you can pay the difference or have us audit your highest-traffic URLs up to your tier's limit. Nothing extra is charged without your OK.
Cadence plans and monthly services
Cadence plans and standalone monthly services are invoiced monthly in advance. Each month's fee pays for that month's work.
- Once a month has started, its fee isn't refundable, whether or not you used every slot.
- A month that hasn't started yet and that you've already paid for is refunded in full if the engagement ends before it begins.
- A paused month isn't invoiced, so there's nothing to refund.
Unused slots
Slots you don't use carry over to the next month only, then expire. Expired slots aren't refunded and can't be exchanged for money. That includes slots left over when a plan ends.
If slots went unused because of us, for example because we didn't deliver an approved piece on time, they don't expire. If the plan ends with any of those left, we refund them at your plan's per-slot rate: $525 on Cadence 4, $487.50 on Cadence 8, $457 on Cadence 14.
Cancelling
Every plan and monthly service has a 3-month initial term. After it, give us 30 days' written notice; an email to office@maxqiro.com is enough. The final invoice covers the days up to the end date.
You can give notice during the initial term. The engagement then ends at the later of the end of the initial term or 30 days after your notice. If you need work to stop sooner, the fees for the rest of the initial term stay payable unless we agree in writing to waive them. Section 11 of the Terms has the details, including how to pause a Cadence plan for a month instead.
If we end a plan for any reason other than non-payment or a breach on your side, you don't owe the rest of the initial term, we refund any prepaid month we won't deliver, and we refund unused slots at your per-slot rate.
Hourly work
Work at $125 an hour is approved by you before we start. If you've prepaid hours we haven't used, we refund them when the engagement ends.
The decay-audit credit
If you start a Cadence plan within 30 days of buying a Content Decay Audit, we take $500 off the plan's first invoice. The credit has no cash value: it can't be paid out, moved to a later invoice or refunded on its own. If the audit itself is refunded, the credit no longer applies, and if it was already used, we add the $500 back to your next invoice. Section 12 of the Terms has the full rules.
Chargebacks
If something's wrong with a payment, please contact us first. Most problems get fixed in a day. If you open a chargeback for work we've delivered without talking to us, we'll send the card issuer our records, and we may pause any ongoing work until it's resolved. The amount stays owed if the chargeback is decided in our favor.
EU and UK consumers: 14-day withdrawal
If you're an individual consumer in the European Union or the United Kingdom (not buying for a business), you have 14 days from the day you place your order or sign the SOW to withdraw without giving a reason.
Before you pay for a desk item, the pay panel asks you to confirm, among other things:
"If you're a consumer in the EU or UK: starting work immediately within your 14-day withdrawal period means you acknowledge you may lose the right to withdraw once the service is fully delivered, and you may owe proportional payment for work already done if you withdraw partway through."
That means:
- If you withdraw within the 14 days and before work starts, you get a full refund.
- If you withdraw within the 14 days after work has started, you pay for the part we've already done, in proportion to the whole, and we refund the rest.
- Once the work is fully delivered, you can't withdraw.
The same applies to a plan you sign as a consumer: if you withdraw within 14 days of signing, you pay only for the work done up to that point.
To withdraw, send us a clear statement by email to office@maxqiro.com, or by mail to the address below. No particular form is needed. We refund within 14 days of receiving it, using the payment method you used.
How to ask for a refund
Email office@maxqiro.com with "Refund" in the subject. Include your business name, the item or plan, and your Stripe receipt or invoice number if you have it.
You can also call us on +1 (475) 650-2214.
We'll reply within one business day (Monday to Friday, US Eastern time, excluding US federal holidays). Once we approve a refund, we send it within 10 business days, to the original payment method: back to your card for Stripe payments, or to the bank account you paid from for invoices. Refunds are in US dollars. Your bank may take a few more days to show it. We cover our own sending fees, but not your bank's charges or currency conversion differences.
Maxqiro LLC
30 N Gould St, STE R
Sheridan, WY 82801, USA
office@maxqiro.com
+1 (475) 650-2214