Fulfillment Policy

Delivery Policy

Service Delivery Methods

All our services are delivered digitally through the following methods:

• Virtual consultations via Zoom, Google Meet, or phone
• Email communication for updates and deliverables
• Secure file transfer for design assets and deliverables
• Client portal access for project management and reporting (when applicable)
• Screen sharing sessions for training and demonstrations

Service Timeframes

Project Process

All projects follow these general stages:

1. Initial consultation and needs assessment
2. Proposal and agreement of project scope
3. 50% deposit payment to commence work
4. Development/implementation phase with regular client updates
   • Weekly email updates on project status
   • Shared project timeline with milestones
   • Regular check-in meetings as outlined in proposal
5. Client review and feedback
6. Revisions (as outlined in your service agreement)
   • Website Design: Up to two rounds of revisions included
   • Marketing Materials: Up to two rounds of revisions included
7. Final approval and remaining payment
8. Launch/implementation
9. Post-launch support (as specified in your package)

Service Level Agreement

For monthly plans and ongoing services, we commit to:

• Response to all client communications within 1 business day
• Regular progress updates at intervals specified in your service agreement
• Monthly performance reports for SEO and marketing services delivered by the 5th of the following month
• Implementation of agreed-upon changes within 3 business days of approval

Refund Policy

Refund Eligibility

Refunds may be issued under the following circumstances:

• Cancellation of services before substantial work has commenced (subject to administrative fee)
• Failure on our part to deliver services as specified in the agreement within 30 days of promised delivery date
• Other circumstances as evaluated on a case-by-case basis

Non-Refundable Items

The following are generally non-refundable:

• Deposits on custom work that has already commenced
• Third-party costs already incurred (domain registration, stock photos, plugins, etc.)
• Services already rendered or completed deliverables

Refund Process

1. Contact our customer service team at info@sozomkg.com to request a refund
2. Include your project/account number and detailed explanation for the refund request
3. Our team will review your request within 5 business days
4. If approved, refunds will be processed to the original payment method

Refund Processing Time

Approved refunds are typically processed within 5-7 business days. The time for funds to appear in your account depends on your payment provider’s policies.

Cancellation Policy

Project Cancellations

For one-time projects (website design, etc.):

• Cancellation before work begins: Full refund minus a 10% administrative fee
• Cancellation after initial concept is delivered: 50% of deposit refunded
• Cancellation after development has significantly progressed: No refund of deposit
• All work completed and deliverables created up to the point of cancellation will be provided to you within 14 days of cancellation

Monthly Plan Cancellations

For ongoing monthly services (SEO, marketing, maintenance):

• You may cancel your monthly plan at any time with 30 days written notice
• Cancellation must be submitted via email to info@sozomkg.com
• No refunds will be issued for the current billing period
• You will continue to receive services until the end of the paid period
• Any deliverables or reports due during the paid period will still be provided

Early Termination of Contracts

For services with a minimum term commitment:

• Early termination fees may apply as specified in your service agreement
• Typically 50% of the remaining contract value for contracts under 6 months
• Typically 30% of the remaining contract value for contracts over 6 months
• Waived under certain circumstances as outlined in your service agreement

How to Cancel

To cancel a project or monthly service, please contact us at:

• Email: info@sozomkg.com
• Phone: (941) 467-3451

Please include your name, company name, the service being canceled, and reason for cancellation. You will receive confirmation of your cancellation request within 2 business days.

Service Guarantee

We stand behind the quality of our work and offer the following guarantees:

Website Design Services

• Websites will be delivered according to the approved design specifications
• Websites will be tested and functional across major browsers and devices
• 30-day post-launch support for any bugs or issues not identified during testing
• Additional revisions beyond the scope of the project will be billed at our standard hourly rate

SEO Services

• All work will be performed using ethical “white hat” techniques
• Regular reporting and transparency on activities performed
• No guarantee of specific rankings as search algorithms are outside our control
• Continuous optimization based on performance data

Marketing Services

• Campaigns will be executed according to approved strategy and timeline
• Regular performance metrics and reporting
• Adjustments to campaigns based on performance data
• No guarantee of specific results as market conditions vary

We are committed to your satisfaction and will work with you to address any concerns about our services.