Refund Policy

Engagements begin with a paid discovery and blueprint phase. Once that phase has commenced, the deposit is non-refundable, because it pays for reserved senior strategist time and the analytical work already performed.

If you cancel before the discovery phase has started, your deposit is refunded in full within 5 business days.

Monthly fees are billed in advance and cover the month in which the work is performed. Fees for a month already underway are not refundable in whole or in part.

Cancellations take effect at the end of the notice period. You are not charged for any month after the notice period ends, and no further fees are raised.

If we have charged you in error, or charged a duplicated payment, the amount is refunded in full within 5 business days of you letting us know.

If we fail to deliver the agreed services within the month billed and cannot remedy that failure within 14 days of written notice, we will refund the fees attributable to the undelivered portion of that month.

Advertising spend, platform fees, third-party software, creative production paid to a third party, and courier or logistics costs are paid directly to those providers and sit outside our refund scope.

Fees are also not refundable where performance was affected by factors outside our control, including marketplace policy changes, account suspensions, stock shortages, pricing decisions you instruct, or failure to provide access and approvals in a timely manner.

Email info@eliiteecom.com with your company name, invoice reference and the reason for your request. We acknowledge every request within 2 business days and give a decision within 10 business days.

Approved refunds are returned to the original payment method.

Nothing in this policy affects your rights under the Consumer Rights Act 2015 or any other applicable law. Business-to-business engagements are governed additionally by the terms of your statement of work.