Fair on both sides

01What this policy covers

This Refund Policy applies to services purchased from Thrievo ("Thrievo," "we," "us") — monthly retainers, fixed-scope projects, and one-off deliverables like a website build, a funnel or a design package.

If your signed proposal or statement of work sets out different refund terms, that document controls for that engagement. Otherwise, this policy applies.

02The 14-day satisfaction window

Starting work with a new agency is a leap. So for new engagements we give you fourteen days to change your mind.

• Ask for a refund in writing within 14 calendar days of your engagement start date and we will refund 100% of the Thrievo service fees you paid for that first billing period.
• The engagement start date is the date on your signed proposal, or the date of your first payment, whichever comes first.
• You keep any finished, approved deliverables we have already handed over. We do not claw work back.
• The window is available once, on your first engagement with us. It does not reset when you renew, upgrade or add a new service.

No hoops, no exit interview. One email is enough.

03After the first 14 days

Once the satisfaction window closes:

• Monthly retainer fees are non-refundable once the billing period has started. Marketing work is front-loaded — strategy, setup, creative and media buying are done before results show.
• You can cancel at any time with 30 days' written notice. We keep working, and you keep paying, through the end of that notice period.
• Nothing auto-renews into a long lock-in. Retainers run month to month unless your proposal says otherwise.
• At the end of an engagement we hand over the accounts, assets and access that belong to you.

04Projects and deposits

For fixed-scope project work such as a website, funnel or brand package:

• A deposit reserves your slot in our schedule and covers discovery and planning. Once we have started work, the deposit is not refundable.
• If you cancel mid-project, you are billed for work completed and any milestone already delivered. Anything you have paid beyond that is refunded.
• If we cancel a project for reasons other than your breach of our Terms, we refund all fees for work not yet delivered.
• The 14-day satisfaction window above still applies to a first project engagement.

05Ad spend and third-party costs

Some money never touches Thrievo — it goes straight to a platform or vendor. That includes:

• Advertising budget paid to Meta, Google, TikTok, LinkedIn and similar platforms.
• Domain registration, hosting, email and SSL.
• Software subscriptions, scheduling tools, CRMs and email platforms.
• Stock photography, video, fonts, licences and printing.

These are not refundable by us, including inside the 14-day window. Where a platform offers its own refund or credit, we will help you make the request, but the decision is theirs.

06What a refund does not cover

We do not issue refunds for:

• Results. We commit to the work, the process and the reporting. No agency can guarantee a specific number of leads, sales, followers or a fixed return on ad spend, and any who does is selling you something.
• Delays or stalled work caused by missing feedback, materials or account access from your side.
• Work you approved and we delivered, where you later changed direction.
• Requests made after the notice period has already been served and paid.
• Engagements terminated because of a breach of our Terms of Service.

That said — if the work is genuinely not what we promised, tell us. Our first move is always to fix it.

07How to request a refund

1. Email hello@thrievo.com with the subject line Refund request.
2. Include your business name, the service, your invoice or payment date, and a sentence on what went wrong.
3. We acknowledge within 2 business days and give you a decision within 5 business days.
4. Approved refunds are issued to the original payment method within 10 business days of approval. Your bank may take a few days more to show it.

Refunds always go back the way the money came in. We cannot send a refund to a different account or card.

08Before you file a chargeback

If something has gone wrong, come to us first. A chargeback filed without contacting us freezes the conversation, costs both sides fees, and takes far longer than an email would.

We will always try to resolve it directly — a fix, a credit, a partial refund, whatever is fair. Filing a chargeback for services already delivered may result in us suspending work and recovering the amount owed.

09Changes to this policy

We may update this policy. The version in force is the one published on the date your engagement started, and we will not apply a less favourable change retroactively to work you have already paid for.

10Contact us

If you have questions about this policy, reach us any of these ways:

• Email hello@thrievo.com
• Phone +1 646-624-8392
• Mail Thrievo, 30 N Gould St Ste N, Sheridan, WY 82801

We answer within 24 hours on weekdays.