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Refund Policy

Clear, fair refund terms for professional services, digital products, consultations, and future subscriptions — written honestly, because a policy you can actually understand is part of doing business properly.

Last updated: 18 July 2026·Effective: 18 July 2026·Applies to: all purchases and engagements

The short version: professional services are refundable for work not yet performed. Digital products are non-refundable once downloaded, because you cannot return a file — but if a product is broken, mis-described, or you were charged in error, we make it right without argument. Read on for the detail behind each of those statements.

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1. Introduction

This Refund Policy explains when and how you can obtain a refund from Market Latch (operated by Nadeem Alam). Because Market Latch sells two very different kinds of thing — hands-on professional services and instantly downloadable digital products — the rules differ by category, and this policy is organised accordingly. Find the section that matches what you bought.

This policy forms part of our Terms of Service. Where you deal with us as a consumer and mandatory consumer-protection law in your country grants stronger rights than this policy, those stronger rights apply and are not overridden.

2. Professional Services

Professional services include SEO, GEO, AEO, technical SEO, local SEO, Google Ads management, Meta Ads management, WordPress development, website optimization, content marketing, and Google Business Profile optimization.

2.1 Before work begins

If you have paid a deposit or retainer and we have not yet started work, you are entitled to a full refund. Simply let us know before work commences.

2.2 After work has begun

  1. Once work has started, refunds are calculated on a pro-rata basis for the portion of work not yet performed. You pay for what has genuinely been delivered; you are refunded the rest.
  2. For project work (such as a website build), completed and approved milestones are non-refundable, since the value has already been delivered to you. Work in progress on the current milestone is assessed fairly based on the proportion completed.
  3. For monthly retainers, you may cancel with the notice period stated in your service agreement. The current month, once begun, is generally not refundable because the capacity and work have already been committed; you will not be billed for future months after your notice period ends.
  4. Third-party costs are never refundable by us — advertising spend already spent on Google or Meta, domain registrations, hosting, and premium plugin or tool licences are paid to those providers and are outside our control.

2.3 If we cannot deliver

If Market Latch is unable to deliver an agreed service — for any reason on our side — you receive a full refund of any prepaid fees for the undelivered work. If we ever decline to continue an engagement because it would require unethical or platform-violating methods, we refund prepaid fees for work not yet performed and explain why.

Results are not a refund trigger. As set out in our Terms, we cannot guarantee specific rankings, traffic, citations, or revenue, because those depend on third-party platforms and market factors outside anyone’s control. A refund reflects work not performed, not an outcome that fell short of a hope. What we do guarantee is professional skill, ethical methods, and honest reporting — and if we fail to deliver those, talk to us.

3. Digital Products

Digital products include SEO checklists, technical SEO checklists, SEO audit templates, Google Ads templates, WordPress and Elementor templates, Canva templates, Google Sheets templates, prompt packs, digital books, SOPs, business resources, and AI tools — all delivered as instant downloads.

3.1 The general rule: all sales are final

Because digital products are delivered instantly and, once downloaded, cannot be “returned” in any meaningful sense — you keep the file, the knowledge, and the ability to use it — digital product sales are generally final and non-refundable once the download has been accessed.

This is standard, necessary practice for downloadable goods and it is why we work hard to help you buy the right product in the first place: detailed descriptions, clear format labels, stated requirements, and free educational content so you can judge the quality before you spend anything.

Consumer right-of-withdrawal note. Where you are a consumer in the UK or EU, the law lets you waive your 14-day right to withdraw from a digital purchase in exchange for immediate access. By downloading a product immediately after purchase, you acknowledge that delivery has begun and that your statutory withdrawal right is thereby waived. If you have not yet downloaded the product, your withdrawal right is unaffected — contact us for a full refund.

3.2 When we WILL refund a digital product

The “all sales final” rule protects us from the impossibility of un-selling a file. It is not a licence to keep money we did not fairly earn. We will promptly issue a full refund if:

  1. The product is faulty or corrupt — the file will not open, is damaged, or is technically broken, and we cannot supply a working replacement.
  2. The product was materially mis-described — what you received is fundamentally different from what the product page promised (not merely different from what you hoped, but different from what was stated).
  3. You never received access — a delivery failure on our side means you paid but got no download, and we cannot resolve it.
  4. You were charged incorrectly — a duplicate charge, a billing error, or a charge for something you did not purchase.
  5. Unauthorised purchase — the transaction was genuinely fraudulent or unauthorised, evidenced appropriately.

3.3 What is NOT a valid reason for a digital refund

  1. You changed your mind after downloading, or bought it by mistake but have already accessed it.
  2. You did not read the description and the product is not what you assumed (the format, scope, or requirements were clearly stated).
  3. You lack the third-party software the product plainly requires (a spreadsheet app, a Canva account, a WordPress install with a specific builder, an AI assistant).
  4. The product did not produce the business result you wanted — outcomes depend on how you apply it, and a template cannot guarantee revenue.
  5. You found the same or similar information elsewhere afterwards, or found it cheaper later.
  6. You bought a bundle and only wanted part of it (bundles are priced as a discounted whole).

4. Subscriptions (Future)

Market Latch does not currently sell subscriptions or recurring memberships. As our ecosystem grows, we plan to introduce subscription products and future SaaS tools. When we do, the following principles will govern them, and specific terms will be published before any subscription is offered:

  1. Cancel any time. You will be able to cancel a subscription at any point and retain access until the end of the period you have already paid for.
  2. No surprise renewals. Recurring billing dates and amounts will be disclosed clearly before you subscribe, and we intend to send renewal reminders where practical.
  3. Current period generally non-refundable. Once a billing period has started and the service has been available to you, that period is typically not refundable — but you will not be charged for the next one after you cancel.
  4. Free trials, if offered, can be cancelled before they convert to paid without any charge.
  5. Faults still get fixed. If a subscription tool is broken or unavailable for an extended period through our fault, we will credit or refund fairly.

These are forward-looking commitments. Nothing here creates a subscription obligation today; the definitive terms will accompany each subscription product at launch.

5. Consultations

Market Latch offers free and, in future, potentially paid consultations.

  1. Free consultations — our standard 20-minute growth consultation and the free SEO audit are provided at no cost, so no refund is applicable. You are never charged for them.
  2. Paid consultations or strategy sessions, where offered, are refundable in full if cancelled at least 24 hours before the scheduled time. Cancellations with less than 24 hours’ notice, or no-shows, are not refundable, because the time was reserved exclusively for you and cannot be re-sold at short notice.
  3. Rescheduling a paid consultation is free with at least 24 hours’ notice, and we will always try to accommodate genuine emergencies flexibly.
  4. If we need to reschedule a paid consultation, you may choose a new time at no cost or receive a full refund.

6. Exceptions & Special Cases

  1. Goodwill. Nothing in this policy prevents us from choosing to issue a refund as a gesture of goodwill in a situation the rules do not strictly cover. We reserve that discretion, and a goodwill refund in one case does not set a precedent or waive this policy.
  2. Bundles and discounts. Where a refund applies to a discounted bundle, it is calculated on the price actually paid for the bundle, not the combined individual prices of its parts.
  3. Promotional and free items. Products obtained free, or as a free bonus with another purchase, carry no monetary refund value.
  4. Currency and fees. Refunds are issued in the original currency and for the amount Market Latch actually received. Third-party currency conversion differences, foreign transaction fees, or bank charges are outside our control and are not reimbursed by us.
  5. Licence abuse forfeits refund rights. If a product licence is terminated for breach (redistribution, resale, sharing access), any refund right is forfeited, per the Terms of Service.
  6. Merchant of record. Where a third-party payment processor acts as merchant of record for a digital product sale, refunds may be processed through that provider under this policy; we will coordinate it for you.

7. Chargebacks

If you believe you are entitled to a refund, please contact us first. We resolve legitimate refund requests quickly and fairly, and a direct message is faster than a bank dispute.

Initiating a chargeback or payment dispute without first contacting us — particularly for a digital product you have downloaded and used — may be treated as a breach of our Terms. Where a chargeback is raised in bad faith on a delivered digital product, we reserve the right to terminate any associated licence, suspend future access, and provide the payment processor with evidence of delivery and use. We would always rather talk to you than involve your bank.

8. How to Request a Refund

Refund requests are simple and handled by a human, not a form-bot:

  1. Email info@marketlatch.com with the subject line “Refund Request”.
  2. Include your order reference or receipt, the product or service name, the email used at purchase, and a brief explanation of the issue.
  3. For faulty products, a screenshot or short description of the problem helps us fix it faster — often we can send a working replacement immediately, which solves the problem without a refund at all.

Timeframes

  1. We acknowledge refund requests within one business day.
  2. Approved refunds are issued to your original payment method, typically within 5–10 business days, depending on your bank or card provider’s processing time.
  3. You will receive confirmation once the refund has been processed on our side.

9. Support & Resolution

Most “refund” requests are really support requests in disguise — a download that did not arrive, a file that will not open, a template you are not sure how to use. Before requesting a refund, it is often faster to let us help:

  1. Didn’t receive your download? Check your spam folder, then email us — we will resend your access immediately.
  2. File won’t open or seems broken? Tell us your device and software, and we will supply a working copy or an alternative format where possible.
  3. Not sure how to use a product? Many products include usage guidance, and we are happy to point you in the right direction.
  4. Bought the wrong thing? If you have not yet downloaded it, we can refund or swap it. If you have, we will still try to help you get value from what you bought.

Our aim is that you never feel you wasted your money — the refund policy is the backstop, not the first resort.

10. Contact Information

Questions about this policy, about how your data is handled, or requests to exercise any of the rights above should go to:

  • Data controller: Market Latch (Nadeem Alam, Founder)
  • Email: info@marketlatch.com
  • Phone: +92 345 131 1433
  • Website: marketlatch.com/contact
  • Location: Gilgit Baltistan, Pakistan (remote-first, serving clients globally)
  • Response time: within one business day for general queries; within 30 days for formal data rights requests

Related policies: Terms of Service · Refund Policy · Cookie Policy

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