Billing & Cancellation Policy

1. How we quote

Every engagement starts with an audit. After that you get a written scope of work listing the services, the deliverables, the schedule, and a fixed monthly fee. Nothing is invoiced before you have that document and have agreed to it.

We do not bill hourly, and we do not take a percentage of your advertising spend.

2. What the fee covers

The fee covers the work listed in your scope, the reporting that goes with it, and the communication around both. It does not cover:

• Advertising spend paid to platforms — see section 3.
• Third-party software licences bought in your name, such as SEO or email tools.
• Stock media licences, if a project needs them.
• Work outside the agreed scope, which we quote separately in writing first.

3. Advertising spend is separate

Ad budgets go directly to the platform on your own payment method, in accounts held in your name. That money is never ours, we do not mark it up, and it does not pass through us. You set the budget and can change it at any time.

4. Invoicing and payment terms

• Retainers are invoiced monthly in advance, on the same date each month.
• Payment is due within 14 days of the invoice date.
• One-off projects are invoiced 50% up front and 50% on delivery unless the scope says otherwise.
• We accept bank transfer and card. Card payments are handled by a third-party processor.

5. Late payment

If an invoice is more than 14 days overdue we will contact you before doing anything else. If it reaches 30 days overdue we may pause work until the account is settled. We will always tell you before pausing, and we will not delete or lock you out of your own accounts.

6. Pausing an engagement

You can pause a retainer for up to two consecutive months with 30 days notice. During a pause we do no work and you are not invoiced. Anything already scheduled and paid for is completed or credited, your choice.

7. Cancellation

• Retainers run month to month. Either side may cancel with 30 days written notice.
• There is no annual commitment and no early termination fee.
• The notice period is worked and invoiced as normal. If you would rather we stopped immediately, tell us — we will stop, and invoice only the notice period.

8. Refunds

Because retainers are billed in advance, a cancellation part-way through a paid month is refunded on a pro-rata basis for work not yet performed, unless you have asked us to work the notice period.

If we have billed you in error, we correct it and refund the difference within 10 business days. If you believe an invoice is wrong, email support@lzmarketlab.com and we will look at it before it becomes a dispute.

9. What happens when we finish

At the end of an engagement, and before your final invoice is due:

• Your accounts stay in your name — there is nothing to transfer back.
• We remove our own access, and ask you to confirm you have revoked it too.
• You receive the working files and final reporting for the work you have paid for.
• We hand over documentation of what was running, so whoever takes over is not starting blind.

We do not hold accounts, domains, or creative hostage over an unpaid invoice. If there is a billing dispute we will resolve it as a billing dispute.

10. Price changes

Retainer prices are held for the duration of the agreed scope. If we propose a change we give at least 30 days notice, and you can cancel within that period at the old price.