Refund & Cancellation Policy
Last updated: 25 August 2026
This Policy explains how to cancel a service supplied by WISEXPD LLP ("wiseXPD", "we", "us"), and when a refund is and is not available. It forms part of our Terms & Conditions and applies to every service listed on wisexpd.com.
Our services are marketing management services supplied to businesses. Where you contract with us as a consumer rather than in the course of a business, your statutory rights are not affected by anything in this Policy.
1. Currency and what you are paying for
Fees are quoted in US dollars (USD) and may be invoiced and paid in GBP, EUR, AUD, CAD or another major currency, agreed with you before the first charge. Our fees cover the management of your marketing accounts only. Advertising budget is never paid to wiseXPD. You pay Meta, Klaviyo and any other platform directly, on your own payment method, under your own account. We cannot refund money you have paid to a third-party platform, because we never receive it. Requests about platform spend must go to that platform.
2. Cancelling an ongoing monthly service
| Minimum term | Three months from the start date, then rolling monthly. |
|---|---|
| How to cancel | Email support@wisexpd.com from the address on your account. We acknowledge every cancellation in writing within one business day. Cancellation takes effect from the date we acknowledge it, not the date you decide. |
| Notice period | 30 days written notice, from either side. The notice period is invoiced and worked in full. |
| Removing our access | Removing or revoking our access to your Meta, Klaviyo or Shopify accounts counts as giving notice, and the 30 day notice period is invoiced in full from that date. |
| What happens next | You keep your accounts, your customer data and the brand-specific assets we built in them. We hand over cleanly and provide a written summary of live campaigns and automations. |
3. Refunds on monthly fees
Monthly fees are charged in advance for the month ahead.
- Cancelled before the month starts. If you cancel before a paid month has begun and no work has been carried out for that month, that month is refunded in full.
- Cancelled during a month. Once a month has begun, the fee for that month is not refundable, because the work for the cycle is planned, staffed and largely delivered at the start of it. We continue to work that month in full.
- If we fail to deliver. If we do not deliver the scope set out in your agreement in a given month, and we cannot put it right within 14 days of you telling us in writing, we refund or credit that month's fee in full, at your choice.
4. Refunds on the Growth Plan
The Growth Plan is a $1,500 USD one-time audit and written plan, paid on booking.
- Full refund if you cancel before we have begun the audit, which means before you have granted us access to your accounts. Email us and we refund in full, no questions asked.
- No refund once the audit has begun, because it is bespoke analytical work on your specific accounts that cannot be resold or reused.
- If an ongoing package starts within 30 days of delivery, the $1,500 is credited in full against your first monthly invoice.
5. Add-ons and quoted work
Creative production, CRO sprints and other quoted work are confirmed by a written quote you accept before any work begins. Quoted work may be cancelled at any time before it starts for a full refund. Once started, we refund the portion not yet delivered.
6. Billing errors, duplicate and incorrect charges
If you have been charged in error, charged twice, charged the wrong amount, or charged after a valid cancellation, we refund it in full. Tell us at support@wisexpd.com and we will correct it. This applies regardless of anything else in this Policy.
7. How to request a refund, and how long it takes
| Where to write | support@wisexpd.com, with your invoice number and the reason. |
|---|---|
| Acknowledgement | Within one business day. |
| Decision | Within five business days of your request. |
| Payment | Approved refunds are returned to the original payment method within 10 business days of the decision. Card refunds may take a further 3 to 5 business days to appear, depending on your card issuer. |
| Currency | Refunds are returned in the same currency you were charged in, for the amount charged. If your card is denominated in a different currency again, your card issuer sets the conversion rate, so the amount you receive back may differ slightly from the amount you paid. |
8. Before you raise a chargeback
If something has gone wrong with a payment, please contact us first at support@wisexpd.com. We will almost always resolve it faster than a chargeback will, and we would rather fix the problem than dispute it. Raising a dispute without contacting us does not remove your right to do so, but it does slow everything down for both of us.
9. Complaints
If you are unhappy with any part of our service, write to support@wisexpd.com with "Complaint" in the subject line. We acknowledge within one business day and give a full written response within 10 business days.
10. Changes to this Policy
We may update this Policy. The version that applies to you is the one in force on the date of your most recent invoice. Material changes are notified to active clients by email at least 30 days in advance.
11. Contact us
Questions about cancellations, refunds or billing:
By email: support@wisexpd.com
By phone: +44 7723 463389
By post: WISEXPD LLP, 27 Old Gloucester Street, London WC1N 3AX, United Kingdom
Registered office: 27 Old Gloucester Street, London WC1N 3AX, United Kingdom.
+44 7723 463389 · support@wisexpd.com
All fees are quoted in US dollars (USD) and may be invoiced and paid in GBP, EUR, AUD, CAD and other major currencies. WISEXPD LLP is not VAT registered.