This Refund Policy applies to all digital consulting and content services purchased from Rivo Digital ("we", "us", "our") via the website rivo.digital and paid through PayPal. It is designed to be fully cooperative with PayPal Buyer Protection for digital services.
1. 14-day cool-off (work not yet started)
If you have purchased a service package and we have not yet started the work, you may cancel within 14 calendar days of payment for a full refund. To cancel, email billing@rivo.digital with your PayPal Order ID. Refunds are issued via PayPal within 5 business days.
2. Once work has started
Once the engagement has formally started — kickoff call held, calendar booked, or deliverable in production — the package is considered partially performed. We will refund the unused portion on a pro-rata basis at our reasonable discretion, minus any work already delivered.
3. Once a deliverable has been delivered
Strategy decks, audit reports, research deliverables and source files are considered fully delivered digital services. Once they have been sent to you (by email, link, or shared workspace), the related fee is non-refundable, except where required by applicable consumer law.
4. Recurring retainers
Monthly retainers can be cancelled at any time with 14 days' notice before the next billing cycle. Pro-rata refunds for unused days within the current month are not available, but no further charges will be made.
5. PayPal Buyer Protection
We work cooperatively with PayPal's dispute and resolution processes. If you believe a charge is incorrect or a deliverable was not as described, please contact us first at billing@rivo.digital. Most issues are resolved within one business day. You retain the right to open a PayPal dispute at any time, and we will respond to PayPal's resolution centre within the timeframes PayPal requires.
6. Chargebacks
Initiating a chargeback through your card issuer for a service that has been delivered, without first contacting us, may result in suspension of any active engagement until the dispute is resolved.
7. How to request a refund
- Email billing@rivo.digital.
- Include your PayPal Order ID and a short reason.
- We acknowledge within 1 business day and aim to resolve within 5.