MONEY-BACK GUARANTEE & REFUND POLICY
Effective Date: 2017
Last Updated: June 12, 2026
At Casantrix, we are committed to delivering professional, high-quality services designed to support our clients’ business growth. We value transparency, accountability, and client satisfaction and have established the following Money-Back Guarantee & Refund Policy for our services.
By purchasing or enrolling in any Casantrix service, the client acknowledges and agrees to the terms outlined below, together with any applicable terms contained in the signed service agreement or contract.
1. Payment Terms
All fees for services must be paid in accordance with the payment schedule and terms agreed upon at the time of purchase or enrollment.
Payments may cover professional services, labor, research, strategy, development, creative work, third-party tools, advertising expenses, and other costs associated with delivering the agreed services.
Unless expressly stated otherwise in this policy or the applicable signed agreement, payments are non-refundable once services have commenced.
2. 180-Day Lead Generation Money-Back Guarantee
Casantrix offers a 180-day money-back guarantee specifically for qualifying Lead Generation Programs.
A client may qualify for a refund if, during the applicable 180-day guarantee period, either of the following conditions occurs:
A. Four Bad Leads
The client receives four (4) qualifying bad leads during the 180-day guarantee period.
A “bad lead” means a lead that does not reasonably meet the lead qualification criteria agreed upon between Casantrix and the client before or during the commencement of the campaign.
Lead quality may be evaluated based on factors including:
- Target location
- Target industry
- Customer profile
- Service or product requirements
- Contact information
- Purchase or service intent
- Other qualification criteria agreed upon in writing
A lead will not automatically be considered a bad lead simply because the prospect does not ultimately purchase a product or service.
B. No Leads Received
The client receives no qualifying leads whatsoever during the applicable 180-day guarantee period, subject to the client’s fulfillment of their obligations under the applicable service agreement.
3. Conditions of the Lead Generation Guarantee
To qualify for the 180-day money-back guarantee, the client must:
- Maintain an active Lead Generation Program for the applicable guarantee period.
- Provide accurate and complete information necessary for campaign execution.
- Provide reasonable cooperation, access, approvals, materials, and feedback when requested.
- Respond to and reasonably follow up with leads where applicable.
- Comply with the agreed campaign requirements and procedures.
- Remain current on all payments due under the applicable agreement.
- Not materially interfere with, pause, restrict, or discontinue the campaign in a manner that prevents Casantrix from performing the agreed services.
The Lead Generation Guarantee does not constitute a guarantee of sales, revenue, appointments, contracts, conversions, or profits unless expressly stated in a separate written agreement.
4. Refund Requests for Lead Generation Services
Any refund request under the 180-day Lead Generation Guarantee must be submitted to Casantrix in writing.
The request should include:
- Client name and company name
- Service or campaign details
- Campaign commencement date
- Relevant lead records or campaign information
- Reason the client believes the guarantee requirements have been satisfied
- Supporting documentation reasonably requested by Casantrix
Casantrix will review the applicable campaign records and determine whether the requirements of the guarantee have been satisfied.
If the client qualifies for a refund, the applicable refund will be processed in accordance with the payment method and procedures established by Casantrix and the applicable service agreement.
5. Marketing, Design, Development & Other Services
The 180-day money-back guarantee applies exclusively to qualifying Lead Generation Programs and does not automatically apply to other Casantrix services.
These services may include, without limitation:
- UI & UX Design
- Digital Marketing
- Web Development
- Consultancy
- Branding Strategy
- Paid Advertising
- SEO Optimization
- Content Creation
- Marketing Strategy
- Website Design and Development
- Creative Services
- Other professional or digital marketing services
Because these services involve professional labor, strategy, research, development, creative production, project management, and potentially third-party expenses, refunds are generally not available once work has commenced, except where Casantrix expressly determines that a refund is appropriate under this policy or the applicable signed agreement.
6. Revisions, Corrections & Client Satisfaction
Casantrix is committed to achieving a satisfactory level of service and will make reasonable revisions and corrections where delivered work does not substantially align with the agreed scope, specifications, or project requirements.
Where appropriate, Casantrix may provide:
- Revisions
- Corrections
- Adjustments
- Reasonable modifications
- Strategy adjustments
- Remedial work to address legitimate concerns
Clients are expected to provide Casantrix with a reasonable opportunity to correct or improve the work before requesting a refund.
Revisions and corrections are limited to the agreed scope of work and do not include unlimited redesigns, additional services, or material changes to the original project requirements unless separately agreed upon.
7. Refunds for Marketing Services
For marketing and other professional services, Casantrix will first seek to resolve legitimate client concerns through revisions, corrections, adjustments, or additional remedial work where reasonably appropriate.
If, after reviewing the circumstances, Casantrix determines that a refund is appropriate, the refund may be calculated based on the portion of the services that has not been performed, while taking into consideration:
- Work already completed
- Professional time and labor
- Research and strategy
- Design and development
- Content production
- Campaign setup or management
- Third-party services or tools
- Advertising or media expenses
- Other costs incurred on behalf of the client
Amounts attributable to work already completed and expenses already incurred may be retained by Casantrix.
Any approved refund will be determined based on the specific circumstances of the project, the agreed scope of work, the applicable payment terms, and documented costs.
8. Third-Party and Advertising Expenses
Advertising spend, media purchases, third-party software, subscriptions, hosting, domains, external contractors, platform fees, production expenses, and other third-party costs may be non-refundable where those costs have already been incurred or committed on the client’s behalf.
Casantrix is not responsible for refunding third-party charges that Casantrix is unable to recover from the applicable third-party provider, unless otherwise required by applicable law or expressly agreed in writing.
9. Circumstances Where Refunds May Not Be Available
Refunds generally will not be available where:
- The requested work has already been completed.
- The client changes their mind after work has commenced.
- The client changes the project’s scope or requirements after approval.
- The client fails to provide necessary information, access, materials, or approvals.
- The client delays the project or prevents Casantrix from performing the services.
- The client terminates the project after substantial work has been completed.
- The client fails to respond within a reasonable period.
- The requested outcome depends on third-party platforms, algorithms, market conditions, customer behavior, or factors outside Casantrix’s reasonable control.
- The client is dissatisfied solely because the service did not generate a particular level of revenue, sales, profit, rankings, conversions, or business results that were not expressly guaranteed in writing.
10. No Guarantee of Business Results
Except for the specific Lead Generation Guarantee expressly described in this policy, Casantrix does not guarantee any particular level of:
- Revenue
- Sales
- Profit
- Website traffic
- Search-engine rankings
- Advertising performance
- Conversion rates
- Customer acquisition
- Brand awareness
- Market share
- Business growth
Marketing and digital performance may be affected by factors outside Casantrix’s reasonable control, including market conditions, competition, pricing, product or service quality, customer behavior, platform policies, algorithms, advertising platforms, website performance, and other external factors.
11. Billing Disputes
Any billing dispute will be handled in accordance with the dispute-resolution procedures contained in the signed contract or service agreement provided at the time of service enrollment.
Clients are encouraged to contact Casantrix directly before initiating an external payment dispute so that the matter can be reviewed and, where appropriate, resolved promptly.
Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.
12. Refund Review Process
Where a refund is permitted under this policy, Casantrix may review:
- The signed agreement
- Scope of work
- Project timeline
- Deliverables completed
- Campaign records
- Lead records
- Communications
- Revision history
- Third-party expenses
- Payments received
- Work remaining
- Other relevant project documentation
All refund determinations will be made based on the applicable agreement, this policy, the circumstances of the project, and applicable law.
13. Contact Information
For questions regarding this Money-Back Guarantee & Refund Policy or to submit a refund request, please contact:
Casantrix
Email: support@casantrix.com
Phone: +1 331 234-5987
Office: 418 Broadway, Suite R, Albany, NY 12207
14. Agreement and Acknowledgment
By purchasing or enrolling in Casantrix services, the client acknowledges that they have reviewed and understood this Money-Back Guarantee & Refund Policy and agree that it forms part of the applicable service terms, subject to any separately executed contract or service agreement.
Where a signed contract contains specific provisions regarding refunds, guarantees, cancellations, or billing disputes, those contractual provisions will govern to the extent permitted by applicable law.
Casantrix reserves the right to update this policy from time to time. The version applicable to a client’s purchase or service enrollment will be determined in accordance with the applicable agreement and applicable law.