Legal · Conek
Refund and Cancellation Policy.
When payments can be refunded, and how to cancel.
When payments can be refunded, and how to cancel.
This policy explains when payments to C.M. Conek Media Ltd, d/b/a Conek (“Conek”, “we”) can be refunded and how to cancel our services. Conek is a private limited liability company incorporated in the Republic of Cyprus under registration number HE 451884, with its registered office at Tassou Papadopoulou 6, Prince Court, Flat/Office 2, 2373, Nicosia, Cyprus.
This policy covers our done-for-you marketing services. Every client signs a service agreement before work begins. This page is a summary of the refund and cancellation terms in those agreements. If this page and your signed agreement differ, your agreement applies.
Some agreements include a performance guarantee and some do not. The guarantee terms on this page apply only if your signed agreement includes a performance guarantee.
Every engagement starts with a deposit, paid on signing. It reserves your territory and starts the campaign build. It is not an extra charge: it is credited toward your first month’s fee, your package fee or your Pay-Per-Show setup fee.
The deposit is refundable in full, for any reason, at any time before your campaign goes live. If you decide not to go ahead before go-live, we return the deposit and do not charge the remaining balance. Once your campaign is live, the deposit has been applied to your fee and is no longer refundable on its own.
The monthly fee is billed in advance for each billing month. Your billing date is the monthly anniversary of the day your campaign went live.
First-month guarantee, where your agreement includes one. We guarantee 20 qualified new-patient appointments booked onto your calendar in the first 30 days after go-live, provided you maintain an advertising budget of $2,500 per month or more and meet the conditions in your agreement. If we book fewer, you can ask for a full refund of your first month’s fee. The request must reach us in writing within 7 days after the end of the 30 days.
If your agreement does not include a guarantee, the first month’s fee is non-refundable once your campaign is live. In every case, each monthly fee from the second month onwards is non-refundable, including when the agreement ends part-way through a month.
Cancelling. You can cancel by giving us written notice at least 14 days before your next billing date. The cancellation takes effect at the end of the billing month you are in, and we keep working until then.
The package fee covers an initial term of 90 days from go-live. It can be paid in full or in three monthly installments. Paying in installments does not reduce the total. Once your campaign is live, the package fee is non-refundable and you are committed to the full fee for the 90-day term, including any installments still to be paid.
Guarantee, where your agreement includes one. We guarantee 60 qualified new-patient appointments booked onto your calendar during the 90 days after go-live, provided you maintain an advertising budget of $2,500 per month or more and meet the conditions in your agreement. If we book fewer, we continue the service for one additional month with no package or management fee. This additional month is the remedy under the guarantee. The package fee is not refunded.
Cancelling. To end the service when the 90 days finish, give us written notice at least 14 days before the end of the term. Otherwise the service continues month to month at the monthly rate in your agreement. After the initial term you can cancel with written notice at least 14 days before your next billing date, and the cancellation takes effect at the end of that billing month.
Pay-Per-Show clients pay a one-time setup fee and then a per-show fee for each new patient who physically attends an appointment at their clinic.
Setup fee guarantee, where your agreement includes one. We guarantee 20 qualified new-patient appointments booked onto your calendar in the first 30 days after go-live, provided you maintain an advertising budget of $2,500 per month or more and meet the conditions in your agreement. If we book fewer, you can ask for a full refund of the setup fee. The request must reach us in writing within 7 days after the end of the 30 days. After that, the setup fee is non-refundable.
If your agreement does not include a guarantee, the setup fee is non-refundable.
Per-show fees. Per-show fees are charged only for new patients who attended, and they are non-refundable. If you believe a patient on an invoice did not attend, tell us in writing within 3 days of receiving the invoice and include supporting records. We will work with you in good faith to resolve it before the charge is finalised.
Cancelling. You can cancel by giving us written notice at least 14 days before the start of the next calendar month. The cancellation takes effect at the end of the calendar month you are in. Fees for patients who attended before that date remain payable.
The prepaid package is paid up front and covers 40 new patients who physically attend an appointment at your clinic, at a fixed fee per patient. We guarantee to deliver the 40 attended appointments within three months of go-live, on the conditions in your agreement. The deposit is credited toward the package and is refundable until your campaign goes live.
What happens if fewer than 40 patients have attended by the end of the three months, and how the package can be cancelled, is set out in your service agreement.
Where a guarantee applies, it depends on things only you control. The full conditions are in your agreement. They include keeping your advertising budget at $2,500 per month or more without pausing it, keeping enough open appointment slots on your calendar, giving us the access and materials we need, honouring the appointments we book, staying up to date with payments, and attending the onboarding call and the two-week and four-week review calls.
You pay your advertising spend directly to the advertising platforms, such as Meta and TikTok. It does not pass through Conek and we cannot refund it. The same applies to SMS and text-messaging fees billed to you through the CRM platform.
Email contact@ConekMedia.io with your clinic name, the service you are on, and what you are requesting. You can also call (917) 746-2160. We aim to reply within 2 business days. Approved refunds are returned to the original payment method. How long the money takes to appear depends on your bank or card provider.
If you do not recognise a charge or think you were billed in error, please contact us first at contact@ConekMedia.io. We can usually correct a billing mistake faster than a card dispute can.
We may update this policy from time to time. The date at the top shows when it was last changed. Changes do not alter the terms of an agreement you have already signed.