Returns &
Refunds Policy.

01 Introduction & Scope

This Returns and Refunds Policy outlines the terms under which Trend Stream ("we," "us," or "our") processes cancellations and financial reimbursements for our AI-powered digital marketing services. By engaging our services and paying any invoices, you ("Client" or "You") agree to the terms set forth in this policy.

We operate in strict accordance with the commercial and tax regulations of the Kingdom of Saudi Arabia, ensuring fairness and transparency in all our billing practices.

02 Nature of Services

Trend Stream provides digital marketing services that are intangible, customized, and time-intensive. Our offerings include SEO, AEO/GEO optimization, Pay-Per-Click (PPC) management, social media marketing, content creation, and AI-driven data analytics.

Because these services involve the allocation of specialized human resources, proprietary AI technology, and dedicated time specifically for your business, the standard "return" concepts of physical retail do not apply.

03 No Physical Returns

As all deliverables (such as website code, written content, ad creatives, and strategy documents) are digital and often custom-built, there are no physical goods to "return" upon project completion or service delivery.

Once a digital deliverable has been delivered to the Client and approved (or deemed accepted if not contested within 7 days), the service is considered rendered, and the fee for that specific deliverable becomes non-refundable.

04 General Refund Eligibility

We stand by the quality of our work. A refund may be considered under specific, documented circumstances, such as:

• Service Non-Delivery: Trend Stream completely fails to deliver the agreed-upon services outlined in the Statement of Work (SOW) without cause.
• Material Breach: We materially breach the signed Service Agreement and fail to cure the breach within 14 days of written notice.
• Duplicate Billing: An accidental duplicate charge or clear billing error initiated by our system.

Refunds are not provided for dissatisfaction based on subjective aesthetic preferences (e.g., disliking a design direction after approval) or lack of specific business results (e.g., exact Google rankings or sales figures).

05 Monthly Retainer Contracts

For ongoing monthly retainer agreements (e.g., continuous SEO or social media management), the Client may cancel at any time by providing a 30-day written notice, as per our Terms of Use.

Retainer fees are billed in advance. If a cancellation notice is served mid-month, the Client is still responsible for the full month's retainer fee. No pro-rata refunds are issued for partial months, as our team's time and resources are allocated for the entire billing cycle.

06 Project-Based & Milestone Work

For one-off projects (e.g., a 3-month SEO audit or a content generation package), billing is typically structured around milestones. Once a milestone payment is made, it signifies the Client's approval of the preceding phase.

Milestone payments are strictly non-refundable once the deliverables for that specific phase have been submitted. If a project is canceled midway through a milestone, a Kill Fee equivalent to 50% of the remaining milestone value may apply to cover allocated agency resources.

07 Custom Web Development

Website design and development services involve significant upfront costs for strategy, UI/UX design, and coding. If a web development project is canceled after the design phase has begun but before final deployment, no refunds will be issued for the completed phases.

Any deposit paid to initiate the project (usually 50% of the total project value) is strictly non-refundable, as it secures the development team's time and covers initial strategy and design work.

08 Ad Spend & Media Budgets

Trend Stream’s management fees are entirely separate from the media ad spend (the budget paid directly to platforms like Google Ads, Meta, TikTok, etc.). The Client is solely responsible for funding their ad spend.

Ad spend is 100% non-refundable by Trend Stream. Any unspent budget residing within a third-party advertising platform (e.g., Google or Meta) must be refunded directly by that platform according to their specific terms of service. We will assist in initiating such requests, but we hold no liability for third-party ad platform refunds.

09 Setup & Onboarding Fees

Certain services require a one-time setup or onboarding fee to cover account creation, technical audits, analytics configuration, and initial strategy development. Because this work is performed immediately upon engagement and involves deep administrative and technical labor, setup and onboarding fees are strictly non-refundable.

10 Third-Party Tools & Subscriptions

If Trend Stream purchases third-party tools, premium plugins, stock photography, or software subscriptions on your behalf, these costs are billed to you at cost. Once purchased, these are non-refundable, as we cannot recover these expenses from the third-party vendors.

This includes, but is not limited to, premium WordPress themes, domain name registrations, SSL certificates, and SaaS subscriptions (e.g., HubSpot, SEMrush).

11 Non-Refundable Items Summary

To ensure clarity, the following items are explicitly non-refundable:

• Initial project deposits and onboarding/setup fees.
• Ad spend budget transferred to third-party platforms (Google, Meta, etc.).
• Services, milestones, or deliverables that have already been completed and delivered.
• Third-party software, plugins, or stock assets purchased on the Client's behalf.
• Monthly retainer fees for the month in which a cancellation notice is submitted.

12 Requesting a Refund

If you believe you are eligible for a refund based on the criteria in Section 4, you must submit a formal request. The request must be emailed to info@trendstream.com.sa and include:

• Client name and business details.
• Invoice number and date of payment.
• A detailed explanation of the reason for the refund request.
• Any supporting documentation or evidence of service non-delivery.

Refund requests must be made within 14 days of the invoice due date or service delivery date. Requests made after this window will not be considered.

13 Refund Approval & Processing Time

Once a valid refund request is received, our finance team will review it within 5 to 7 business days. If approved, the refund will be processed back to the original payment method (e.g., bank transfer or credit card) used for the purchase.

Depending on your bank or financial institution in Saudi Arabia, it may take an additional 7 to 14 business days for the refunded amount to reflect in your account. Trend Stream is not responsible for processing delays on the bank's end.

14 Cancellation Procedures

To cancel any ongoing service or retainer, the Client must provide written notice via email to info@trendstream.com.sa at least 30 days prior to the next billing cycle. Cancellations via phone calls, WhatsApp, or verbal agreements with account managers will not be recognized.

Upon cancellation, all outstanding invoices for work completed up to the termination date must be settled before Trend Stream transfers any account ownership or final deliverables.

15 Chargebacks & Payment Disputes

If you have a billing dispute, we strongly encourage you to contact our billing department first to seek an amicable resolution. Initiating a credit card chargeback or payment dispute without first attempting to resolve the issue with Trend Stream is a violation of this policy.

If a chargeback is initiated and found to be fraudulent or a result of "friendly fraud," Trend Stream reserves the right to suspend all active marketing campaigns immediately, withhold deliverables, and take legal action to recover the funds, plus any associated processing fees, under Saudi Arabian law.

16 VAT & Tax Implications

All services provided by Trend Stream are subject to the Value Added Tax (VAT) regulations of the Kingdom of Saudi Arabia, currently set at 15%. VAT is added to all invoices at checkout.

If a refund is issued for a service, the refunded amount will include the proportionate VAT. However, if tax laws change or if the Client's VAT registration status alters the tax liability, the refund amount may be adjusted to comply with Saudi Zakat, Tax and Customs Authority (ZATCA) regulations.

17 Amendments to Policy

Trend Stream reserves the right to modify or update this Returns and Refunds Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. We encourage Clients to review this page periodically.

For Clients on ongoing retainers, the policy in effect at the time the retainer agreement was signed will generally apply, unless legal requirements mandate an update.

18 Contact Information

If you have any questions, concerns, or requests regarding this Returns and Refunds Policy, or if you need to initiate a cancellation or refund request, please contact our billing department:

• Company: Trend Stream
• Location: Riyadh, Kingdom of Saudi Arabia
• Billing Email: info@trendstream.com.sa
• WhatsApp: +966 55 301 2244
• Contact Page: trendstream.com.sa/contact-us

Our billing team aims to respond to all inquiries within 48 hours.