Refund & Cancellation Policy

Last updated: October 27, 2026

This Refund & Cancellation Policy explains when you can cancel a service package purchased from Alluka LLC (“Alluka,” “we,” “us,” or “our”), when a refund is available, and how to make a request. It forms part of our Terms & Conditions.

1. Scope of This Policy

This Policy applies to all service packages purchased through our online store at https://allukallc.com, as well as services invoiced directly by Alluka, unless a signed proposal, statement of work, or services agreement (an “Agreement”) sets different refund or cancellation terms. If it does, the Agreement controls. All our services are delivered virtually; no physical goods are sold, so there are no returns or shipping costs.

Nothing in this Policy limits any rights you may have under applicable law that cannot be waived or excluded by contract.

2. Key Terms

• Kickoff means the earlier of (a) our kickoff call or onboarding session with you, or (b) the date we begin work on your engagement, such as reviewing your accounts, conducting research, or building campaigns.
• Deliverable means a report, audit, strategy document, campaign build, creative asset, tracking setup, or other work product we provide to you.
• Billing period means the monthly period covered by a retainer payment, starting on your purchase or renewal date.

3. One-Time Services

One-time services include fixed-scope projects such as strategy sprints, tracking and analytics setup, campaign builds, and conversion optimization projects.

• Before kickoff: if you cancel before kickoff, you will receive a full refund of the amount paid.
• After kickoff: once kickoff has occurred, we will review the work completed and the time and resources committed to your project. Where only a limited portion of the work has been performed, we may issue a partial refund for the portion not yet started. Once substantial work has been performed, or where we have reserved team capacity for your project, no refund is available.
• After completion: once the services have been fully delivered, no refund is available.

Any partial refund is calculated based on the work remaining, at our reasonable discretion, and will be explained to you in writing.

4. Audits and Delivered Work

Audits, such as our paid media audit, and similar diagnostic or strategy deliverables provide value as soon as you receive them. For that reason, they are non-refundable once delivered, in whole or in part. If you cancel an audit before kickoff, you will receive a full refund; between kickoff and delivery, the rules for one-time services in Section 3 apply.

If you believe a deliverable does not match the scope described in your package or Agreement, please tell us within 14 days of delivery. We will review your concerns in good faith and, where the deliverable falls short of the agreed scope, revise or complete it at no additional charge.

5. Monthly Retainers

Ongoing services, such as PPC management and social media advertising, are often sold as monthly retainers that renew automatically each billing period.

• How to cancel: send at least 30 days’ written notice to [email protected], or cancel through your account where that option is available. The notice period begins on the day we receive your notice.
• During the notice period: we will continue to provide services, and fees for any billing period that starts during the notice period remain payable.
• No refunds for the current month: fees for a billing period that has already started, including the period in which you give notice, are non-refundable, and we do not prorate partial months.
• After cancellation: we will not charge you for billing periods that begin after the cancellation takes effect.
• Minimum terms: if your package or Agreement includes a minimum commitment term, cancellation takes effect no earlier than the end of that term.
• Setup fees: one-time onboarding or setup fees for retainers are non-refundable once kickoff has occurred.

When a retainer ends, we will help you with an orderly handover. Because you own your advertising accounts, your campaigns, data, and audiences remain available to you.

6. Advertising Spend and Third-Party Costs

Advertising spend is paid directly by you to the advertising platforms, such as Google, Meta, TikTok, or LinkedIn, through your own ad accounts. Alluka does not collect or hold your ad spend, so ad spend is never refundable by Alluka. This applies whether or not campaigns produce the results you expected. If you believe a platform has charged you in error, for example due to invalid clicks, you must request a credit or refund from the platform directly under its policies. We are happy to help you prepare such a request where we can.

Third-party costs paid on your behalf or at your direction, such as software subscriptions, stock media, or tools, are also non-refundable once purchased.

7. Situations Where Refunds Are Not Available

Because marketing results depend on many factors outside our control, refunds are not available based on campaign performance, such as the number of leads, sales, or return on ad spend achieved, unless your Agreement includes a specific performance guarantee. Refunds are also not available where:

• work is delayed or cannot be completed because you did not provide required access, materials, or approvals within a reasonable time;
• an advertising platform rejects ads or restricts your account because of your products, website, or business practices;
• you change your mind about the scope after substantial work has been performed; or
• services are suspended because of non-payment or a breach of our Terms.

8. Cancellation by Alluka

If we cancel your order before kickoff, or if we are unable to deliver the services for reasons within our control, we will refund the fees paid for services not yet performed. If we end a retainer for convenience, we will give you 30 days’ notice and will not charge you for any billing period after the end date.

9. How to Request a Cancellation or Refund

To cancel or request a refund, email [email protected] with the subject line “Cancellation Request” or “Refund Request” and include:

• your name and company name;
• the email address used for the purchase and your order or invoice number;
• the service package concerned; and
• a short explanation of your request.

You may also call us at +1 (575) 378-3891, but please follow up in writing so we have a record of your notice.

10. Processing Times

We will acknowledge your request within two business days and aim to give you a decision within five business days. Approved refunds are issued to the original payment method through the payment gateway used for your purchase, such as Stripe or PayPal, usually within five to ten business days of approval. Your bank or card issuer may take additional time to post the refund to your account. We cannot issue refunds to a different payment method or account.

11. Chargebacks and Payment Disputes

If you have a concern about a charge, please contact us first. Most issues can be resolved quickly and directly. If you file a chargeback or payment dispute without first contacting us, or for charges that are valid under this Policy, we may suspend services while the dispute is pending and will provide the payment processor with relevant records, such as your order, communications, and evidence of work delivered. If a dispute is resolved in our favor, you remain responsible for the amounts owed and any associated fees. Submitting a chargeback does not cancel a retainer; please send a written cancellation notice as described in Section 5.

12. Changes to This Policy

We may update this Policy from time to time. Changes take effect when posted on this page with a revised “Last updated” date. The version in effect at the time of your purchase applies to that purchase; for retainers, changes apply from the next billing period following at least 30 days’ notice. If you have questions about which package fits your needs before you buy, please visit our FAQ or contact us.

13. Contact Us

For cancellations, refunds, or billing questions, please contact us:

Alluka LLC
8206 Louisiana Blvd NE
Albuquerque, New Mexico 87113, USA
Phone: +1 (575) 378-3891
Email: [email protected]
Website: https://allukallc.com

You can also reach us through our contact page.