Service Guarantee and Refund Policy.

This page explains what happens if you are not happy with our work, and how deposits and cancellations work. It applies to design, development, SEO, and content work booked directly with TitoMediaLab OPC.

Nothing is sold on this website

There is no shopping cart, no checkout, and no payment form on titomedialab.com. Every engagement starts with a free consultation and a written proposal, and payment terms are agreed in that proposal before any work begins.

Where a signed proposal or contract says something different from this page, the signed document governs. This page is the default that applies when a signed document is silent.

Our remedy is work, not money

If a deliverable is wrong, late, or does not match what your written proposal described, we fix it at no additional charge. That is our guarantee, and it is the whole of it.

Fees paid to TitoMediaLab are not refundable in cash under any circumstance. Every remedy under this policy takes the form of additional work or service credit. This is stated plainly so there is no misunderstanding later.

A remedy takes one of these forms, agreed with you in writing:

• We redo the deliverable. Rework for our own error is not counted against your revision rounds.
• We extend your retainer. Additional time added to a future month at no charge.
• We add scope. Work outside the original proposal, done at no charge, to make up the shortfall.

The value of any remedy is capped at the fees paid for the specific deliverable concerned, not the value of the engagement as a whole, and not any loss you say resulted from it.

What counts as delivered, and how long you have to raise it

These two definitions decide every question on this page, so they are set out exactly:

• The written proposal is the only specification. A deliverable is measured against what that document describes. Preferences, expectations, or requests raised after sign-off are new scope, not defects.
• Deemed acceptance after 7 days. When we submit a deliverable for review, it is treated as accepted if you have not raised a specific written issue with it within 7 days.
• Claims within 14 days. A request for a remedy must reach us in writing within 14 days of the deliverable being submitted. After that, the deliverable stands as accepted and this guarantee no longer applies to it.

What this guarantee does not cover

• Delay caused on your side. Late copy, late assets, late approvals, or unavailable stakeholders move the timeline without any liability on our part, and are not grounds for a remedy.
• Changes of mind. Deciding you want something different from what the proposal describes is new scope and is quoted separately.
• Third-party platforms. Outages, policy changes, algorithm changes, or account suspensions at Google, Meta, your host, or any other provider.
• Work altered after handover. Once you or another party edits the site, we are not responsible for what follows.
• Accounts in arrears. A remedy cannot be claimed while any invoice on the account is overdue.

Deposits

Project work is booked with the deposit stated in your proposal. The deposit reserves your place in our schedule and covers discovery and the first stage of design.

• Before work starts. If you cancel before we have begun, the deposit converts to service credit, valid for 12 months against any work with us. It is not returned in cash.
• After work starts. Once discovery, design, or development has begun, the deposit has been earned in full. The time it reserved was given to your project and turned away from another.

Cancelling a project in progress

You may cancel a project at any time by writing to us. On cancellation:

• You are billed for all work completed up to the cancellation date.
• Any amount paid beyond that converts to service credit valid for 12 months. It is not returned in cash.
• You receive the work produced up to that point, in the state it is in, once your account is settled in full.

Monthly retainers

Retainers run month to month with no lock-in contract. You can cancel with 30 days' written notice, and you keep everything already delivered.

• Retainer months are billed in advance, because the hours are scheduled and staffed for you ahead of time. A month already started is not unwound and is not credited.
• Your notice period runs to the end of your current billing month, and nothing further is charged after that.
• Unused hours do not carry over, are not credited, and have no cash value.

How service credit works

• Credit is valid for 12 months from the date it is issued.
• Credit is personal to your business and cannot be sold, assigned, or transferred to another party.
• Credit has no cash value and cannot be exchanged for money.
• Credit applies to our own fees only, never to the third-party costs below.

Third-party costs

Some costs leave our hands the moment they are paid. They are never returned and never credited:

• Domain registrations and renewals.
• Hosting, email, and third-party subscription fees paid on your behalf.
• Paid plugin, theme, font, or stock media licences bought for your project.
• Advertising spend already placed with any platform.

Where these apply, they are itemised in your proposal before you approve them.

Results are not covered

We do not guarantee search rankings, traffic volumes, lead counts, or revenue outcomes, and no one honestly can, because search engines and markets are outside anyone's control. This guarantee covers work delivered against the written proposal, and nothing else. Business results are not a defect and are not grounds for a remedy.

How to raise something

Email outreach@titomedialab.com with your business name, the deliverable concerned, and the specific way it differs from the proposal. We respond within 5 business days with what we propose to do and by when.

Chargebacks

Raise any concern with us first. Filing a chargeback does not create a right to a refund under this policy, and this policy is what your signed proposal incorporates.

A chargeback filed without contacting us first immediately suspends all work, hosting, and access on the account until it is withdrawn or resolved, and you remain liable for the fees together with any bank or processor charges we incur in responding to it.

Limits of this policy

This policy sets out the sole and exclusive remedies available for our work. Nothing in it limits any right you hold that cannot be waived under the law that applies to you. If any single provision here is found unenforceable, the rest continues in force.

Changes and contact

We may update this policy. The version in force is the one published on the date your proposal was signed. Questions go to outreach@titomedialab.com.

TitoMediaLab OPC
Manila, Philippines
Company Reg. No. 2025060205368-92