1. Overview

Gorkha Tech Innovation Co., Ltd. (“Gorkha Tech”) provides professional digital marketing, SEO, paid advertising, social media management, blog writing, and web development services to businesses in Thailand and internationally.

Because our services are knowledge-based and delivered digitally, they differ from physical product purchases. This policy explains our approach to refunds, cancellations, and service disputes clearly and fairly.

We ask all clients to read this policy carefully before placing an order or signing a service agreement. By engaging our services, you acknowledge and agree to the terms set out below.

2. Nature of Our Services

Gorkha Tech offers the following categories of services:

Search Engine Optimisation (SEO) and Answer Engine Optimisation (AEO)
Pay-Per-Click advertising management (Google Ads, Meta Ads)
Social media management — content creation, design, scheduling, and posting
Google My Business management and review reply services
Blog writing and content marketing strategy
Local Thai platform advertising (e.g. phuket101.net, Thaiger, LINE Ads)
Website design and development
Monthly digital marketing retainer packages

All services involve the investment of time, expertise, creative work, and third-party tools from the moment a project or campaign begins. For this reason, refunds are evaluated on a case-by-case basis according to the guidelines below.

3. Monthly Retainer and Subscription Packages

3.1 Cancellation Notice

All monthly retainer packages (Starter, Growth, Dominate, and paid marketing packages) require a minimum commitment of 3 months. After the minimum term, either party may cancel by providing 30 days written notice before the next billing date.

Example: If your billing date is the 1st of each month and you wish to cancel, written notice must be received by the 1st of the preceding month.

3.2 Refunds on Prepaid Monthly Fees

If you have prepaid for a monthly package and work for that billing period has already commenced, no refund will be issued for that period. This includes:

Campaign setup and strategy work
Content and social media posts already designed or scheduled
Blog articles already researched or written
GMB review replies already submitted
Ad campaigns already launched or optimised

If cancellation notice is received before any work has commenced for an upcoming billing period, a full refund for that unused period will be issued within 14 business days.

3.3 Minimum Commitment Cancellations

If a client cancels before the 3-month minimum commitment period is completed without cause attributable to Gorkha Tech, the remaining balance for the minimum term becomes due and payable. Gorkha Tech reserves the right to invoice for this amount.

4. One-Time Projects (Web Design, Blog Writing, Ad Setup)

4.1 Deposits

One-time projects require a non-refundable deposit of 50% before work commences. This deposit covers initial strategy, research, and planning work, which begins immediately upon receipt of payment.

4.2 Milestone-Based Refunds

For projects structured in milestones, refunds are assessed based on the stage of completion at the time of cancellation:

Cancelled before work begins: full deposit refunded, minus a 10% administration fee
Cancelled after initial strategy/design phase: deposit is non-refundable
Cancelled after delivery of draft or first deliverable: no refund on any payments made
Cancelled after final delivery and client approval: no refund applicable

4.3 Revision Requests

All one-time project quotes include a specified number of revision rounds (typically 2-3 rounds, as stated in your proposal). Requests for revisions that fall within the agreed scope do not affect refund eligibility. Requests that exceed the agreed scope will be quoted separately.

5. Paid Advertising Services

5.1 Management Fees

Our paid advertising management fees (covering Google Ads, Meta Ads, and local Thai platform advertising) are for the time and expertise invested in campaign setup, creative production, targeting, optimisation, and reporting. These fees are non-refundable once the campaign has launched.

5.2 Ad Spend Budget

Ad spend is paid directly by the client to Google, Meta, or the relevant advertising platform. Gorkha Tech does not hold or manage ad spend funds on behalf of clients. Refunds on ad spend are subject to the respective platform’s own refund policies and are outside Gorkha Tech’s control.

5.3 Performance Expectations

Digital advertising results are influenced by many external factors including market competition, seasonality, budget size, and audience behaviour. Gorkha Tech does not guarantee specific results such as a defined number of leads, clicks, or return on ad spend. Management fees are not refundable on the basis of campaign performance alone.

We are committed to transparency. If a campaign is not performing as expected, we will proactively discuss strategy adjustments with you before any billing period ends.

6. SEO and AEO Services

Search engine and answer engine optimisation are long-term strategies. Results typically begin to appear within 3 to 6 months and continue to improve over time. Gorkha Tech does not guarantee specific search rankings, traffic volumes, or positions in AI-generated answers, as these are determined by search engines and AI platforms beyond our control.

Refunds for SEO or AEO services will not be issued on the basis of ranking or traffic outcomes. Our commitment is to implement best-practice strategies consistently and transparently on your behalf.

Refunds may be considered if Gorkha Tech fails to deliver the specific agreed deliverables (e.g. a contracted number of blog posts, on-page optimisations, or keyword reports) within the agreed timeframe and does not remedy the shortfall within 14 days of written notice.

7. Situations Where a Refund May Be Granted

Gorkha Tech will consider a full or partial refund in the following circumstances:

Gorkha Tech cancels the service agreement without cause before delivery of contracted work
A technical error results in duplicate billing or an overcharge
Gorkha Tech fails to commence work within 14 business days of receiving full payment and a signed agreement, without prior communication
Deliverables agreed in writing are not provided and Gorkha Tech fails to remedy within 14 days of written notice from the client

All eligible refunds will be reviewed within 7 business days of a written request and, if approved, processed within 14 business days via the original payment method.

8. Situations Where Refunds Will Not Be Issued

Refunds will not be granted in the following circumstances:

Change of mind after work has commenced
Dissatisfaction with SEO, AEO, or advertising results where the agreed scope of work has been delivered
Client failure to provide necessary access, content, approvals, or feedback within agreed timelines, causing delays
Requests made after a project has been fully delivered and approved
Third-party platform policy changes (e.g. Google algorithm updates, Meta advertising policy changes) that affect campaign performance
Business changes on the client side (e.g. business closure, product discontinuation, budget cuts)
Cancellation within the 3-month minimum commitment period without cause attributable to Gorkha Tech

9. How to Request a Refund or Raise a Dispute

To request a refund or raise a service dispute, please follow these steps:

Contact us in writing at admin@gorkhatech.co.th with the subject line: “Refund Request – [Your Company Name]”
Include your full name, company name, invoice number, the service in question, and a clear description of the issue.
Our team will acknowledge your request within 2 business days and begin a review.
We will provide a written decision within 7 business days, including a resolution offer or explanation.
If approved, refunds are processed within 14 business days via the original payment method.

We value every client relationship and will always try to resolve disputes fairly and professionally before a formal refund process is necessary. We encourage clients to contact us directly at any time if they have concerns about their service.

10. Service Pausing

We understand that business circumstances can change. If you need to temporarily pause your services rather than cancel, please contact us to discuss options. In some cases, we may be able to pause active campaigns or deliverables for up to 30 days without financial penalty, subject to our current workload and agreement terms.

Service pausing requests must be submitted in writing at least 7 days before the next billing date.

11. Governing Law

This Refund and Returns Policy is governed by the laws of the Kingdom of Thailand. Any disputes arising from or related to this policy that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the Thai courts.

12. Changes to This Policy

Gorkha Tech reserves the right to update this Refund and Returns Policy at any time. Changes will be published on our website with an updated effective date. Continued use of our services after a policy update constitutes acceptance of the revised terms.

For existing clients under active service agreements, material changes to this policy will be communicated by email with at least 30 days notice before taking effect.