Service Guarantee

The 30-day guarantee

For the first 30 days after campaigns go live you may terminate the engagement for any reason. We refund the unused portion of your management fee, pro-rated by day from the date your notice reaches us. This applies to every package bought from Silicon Valley — Google Ads, Meta Ads and full-funnel programmes alike.

What is and is not refundable

• Management fee — refundable pro-rata. Calculated on calendar days not yet served, and paid back through the same bank transfer route within 10 business days of approval.
• Media spend — not refundable. Advertising budget is charged directly by Google or Meta to your own ad account. Once impressions and clicks have been bought they cannot be returned, by us or by the platform.
• Creative and accounts — yours to keep. Ad copy, images, video, landing page files, campaign structure and historical data stay in your accounts. We hand over full access.
• Audit and strategy documents — yours to keep, including work completed before launch.

How to pause or end the service

1. Tell us. Email hello@silicon-valleys.com with your request number and the date you want campaigns paused. We reply within one business day.
2. Campaigns are paused safely. We stop spend, download your data and leave the account structure intact so campaigns can be restarted — by us or by anyone else — without rebuilding from zero.
3. Handover. You receive a written summary of performance, active tests and recommended next steps, plus confirmation that all access has been returned to you.
4. Pro-rated refund. We calculate unused management days and issue the refund within 10 business days; allow 2–5 further days for it to reach your account.

Pausing instead of cancelling

Seasonal business, cash flow, a website rebuild — you can pause the engagement for up to 60 days instead of ending it. Paused months are not billed a management fee; your media budget and account access stay exactly as they were, and we restart within three business days of your go-ahead.

Exceptions

• Media spend already committed to Google or Meta, including reserved placements and pre-paid credits, cannot be recovered.
• Third-party costs paid on your behalf — stock media licences, software seats, landing page builds already handed over — are non-refundable unless faulty.
• The guarantee does not apply where the client has withheld access, approvals or assets we asked for in writing, because that removes our ability to deliver.
• Service failures on our side are handled separately and faster under the Service Level Agreement — including fee credits where we miss a published commitment.

Refund timing

Approved refunds are returned by bank transfer to the account that paid the invoice. They are processed within 3 business days of approval; allow a further 2–5 business days for your bank. You always receive a written breakdown of the pro-rated calculation before anything is settled.

Need to change or end your service? Contact us with your request number — you will hear back within one business day.