Returns & Refunds policy

Last updated: 16/09/2025

Scope: This Policy applies to B2B services provided by Piko Agency (“Piko”, “we”, “us”) — primarily website design & development and social media management. It does not cover physical goods. Where this Policy differs from any prior cancellation statements, this Policy prevails.

1) How to request a cancellation/refund

Please email piko.agence@gmail.com with your company name, project/SOW reference, invoice number(s), and a clear request to cancel/refund.

2) Eligibility window (your rule)

• Paid in full (single payment): you may request a refund within 7 calendar days of your final payment.

• Installments (2 or 3 payments): you may request a refund within 7 calendar days of your first payment.

• Requests made after these windows are not eligible for refunds.

This is a contractual policy for business clients and is separate from any consumer rights (our services are sold B2B).

3) What can be refunded

Refunds apply to Piko service fees only (the price you pay us for our Services).

Non-refundable items/costs (ever):

• Third-party costs already committed: domain names, hosting, SSL, paid plugins/apps, stock assets, advertising budgets, printing, etc.

• Bank/processor fees that are non-recoverable.

• Any fees for work already accepted in writing (e.g., a signed milestone acceptance).

4) If work has already started

Within the eligible 7-day window, refunds are processed net of:

• the value of work already performed up to the date we receive your email (based on milestone percentages stated in your SOW or, if none, on our standard time & materials rates), and

• the non-refundable third-party costs listed above.

This may result in a partial or no refund if substantial work/costs have been incurred.

5) Service-specific notes

• Website projects: the 7-day window applies as per Section 2. After the window, fees are non-refundable; outstanding balances remain due if a milestone was delivered.

• Social media management (subscriptions): the first billing cycle is refundable only within the 7-day window and only if no content has been published or scheduled. Once content is produced/published, related effort is deducted (Section 4). Renewals after the first cycle are non-refundable but you can cancel for the next month per your contract (1-month notice).

6) Returns of physical goods

We do not sell physical goods. There is no return shipping address for services.

7) Refund method & timeline

Once approved, we process refunds to the original payment method. Processing typically completes within 14 days of approval. (Bank processing times may vary.)

8) Suspension & data access on cancellation

If you cancel, we may suspend hosting and stop renewals (for Service-Model projects). On request, and provided all amounts due (after deductions) are paid, we will export/transfer assets per your SOW (e.g., domain transfer codes, site export) within a reasonable timeframe.

9) Contact

Questions? piko.agence@gmail.com