1. Introduction
This Refund & Cancellation Policy explains our policies regarding refunds, cancellations, returns, and exchanges for all products and services offered by Cock a Doodle Doo Marketing Agency.
This policy complies with:
- EU Consumer Rights Directive (Directive 2011/83/EU)
- Malta Consumer Affairs Act
- Distance Selling Regulations
Important: Different rules apply to different types of products and services. Please read the relevant section carefully before making a purchase.
2. Overview of Refund Policy
| Product/Service Type |
Refunds Available |
Conditions |
| Consultations |
No |
Bookings are final, no rescheduling |
| Digital Products |
No |
Waiver of 14-day right upon access |
| Print-on-Demand Merchandise |
No |
Personalised/customised goods exemption |
| Magazine Subscription |
No |
Cancel anytime, no partial refunds |
We operate a strict no-refund policy for the following reasons:
- Digital Products: Immediate delivery and access make reversal impossible
- Consultations: Services are delivered in real-time and cannot be “returned”
- Merchandise: Items are personalised and made-to-order specifically for you
- Subscriptions: You receive continuous access to content
Exceptions: We will address service failures, defective products, or technical errors on a case-by-case basis (see Section 8).
3. Marketing Consultations
- Payment is required in full at the time of booking
- Consultations are scheduled through our automated Bookly system
- Confirmation email sent immediately upon successful booking
3.2 No Refund or Rescheduling Policy
Consultations are non-refundable and non-rescheduleable:
Why this policy:
- The time slot is reserved exclusively for you
- Preparation work is done in advance
- Once booked, the consultation cannot be changed or moved
- Professional advice has immediate value
- The booking system reserves capacity that cannot be reallocated last minute
Important: Please carefully verify your availability before booking. Once confirmed, the booking is final.
If you miss your scheduled consultation:
- No refund will be issued
- No credit will be provided
- The consultation time slot is forfeited
- You may book a new consultation at the regular price
We define a “no-show” as:
- Failing to attend the consultation without prior notice
- Arriving more than 15 minutes late without communication
- Not being available at the provided contact details
If we experience technical difficulties:
- Consultation will be rescheduled at no additional charge (this is the only exception to our no-reschedule policy)
- You will not be penalised for issues on our end
- Alternative dates will be offered immediately
If you experience technical difficulties:
- Contact us immediately during the scheduled time
- We will attempt to resolve the issue in real-time
- Documented technical failures on your end will be considered on a case-by-case basis
- We are not obligated to reschedule for technical issues on your end
4. Digital Information Products
Product Types: Online courses, checklists, templates, guides, e-books, downloadable resources
Digital products are non-refundable after you access or download them.
Reasons:
- Digital products are delivered instantly upon purchase
- Content cannot be “returned” once accessed
- You receive the full product immediately
- Risk of abuse (downloading and then requesting refund)
4.2 EU 14-Day Withdrawal Right
Under EU Consumer Rights Directive, consumers typically have 14 days to return products. However, digital content is exempt when:
- You expressly consent to immediate delivery
- You acknowledge you will lose your 14-day withdrawal right
Our Compliance:
- At checkout, you must check a box stating:
“I acknowledge that by accessing this digital content immediately, I waive my 14-day withdrawal right under EU Consumer Rights Directive (2011/83/EU), Article 16(m).” - You cannot complete the purchase without accepting this waiver
- This waiver is legally binding under EU law
Please ensure you understand what you’re purchasing:
- Read product descriptions carefully
- Review any available previews or sample content
- Check course curriculum or table of contents
- Contact us with questions before purchasing
Once you access the content, no refunds will be issued.
4.4 Technical Access Issues
If you cannot access your purchased content due to technical problems on our end:
- Contact us immediately at b2b@cockadoodledoomarketing.com
- We will resolve access issues within 48 hours
- If we cannot resolve, we will issue a full refund
Technical issues that do NOT qualify for refunds:
- Incompatible devices or browsers (check requirements before purchase)
- Internet connectivity issues on your end
- Forgotten passwords or account credentials
- Buyer’s remorse or change of mind
5. Print-on-Demand Merchandise
Product Types: T-shirts with custom designs related to marketing, business, economics, and global themes
5.1 No Returns or Refunds
Print-on-demand merchandise is non-returnable and non-refundable.
Legal Basis: Under EU Consumer Rights Directive, Article 16(c), personalised or customised goods are exempt from the 14-day return right.
Why Our Products Qualify:
- Each item is printed specifically for your order
- Items are made-to-order and not held in stock
- Products are personalised to your size and design selection
- Items cannot be resold to other customers
- Production begins immediately after your order
Please verify all details before purchasing:
- Size: Check size chart carefully (sizes may vary by brand)
- Design: Review product images and descriptions
- Colour: Colours on screen may vary slightly from the physical product
- Shipping Address: Ensure address is correct (we cannot redirect once shipped)
No refunds for:
- Incorrect size selection
- Change of mind after ordering
- Ordered wrong item by mistake
- Don’t like the design upon receiving
We will replace or refund defective merchandise:
Qualifying defects:
- Manufacturing defects (misprints, uneven printing, damage)
- Incorrect item received
- Item damaged during shipping (must be reported within 7 days)
To report a defect:
- Contact us within 7 days of delivery at b2b@cockadoodledoomarketing.comÂ
- Provide:
- Order number
- Photos of the defect (clearly showing the issue)
- Description of the problem
- We will review and respond within 48 hours
Resolution options:
- Free replacement (same item)
- Full refund to original payment method
- Store credit (if preferred)
Important: We cannot accept returns of non-defective items due to their personalised nature.
Lost or undelivered packages:
- If tracking shows delivery, but you didn’t receive: Contact us within 7 days
- We will investigate with the carrier
- Replacement or refund issued if package is confirmed lost
Wrong shipping address:
- If you provided an incorrect address, we cannot issue a refund
- Reshipping to correct address requires a new order at your expense
6. Magazine Subscription (Premium Website Access)
- Subscriptions are billed [monthly/annually] on a recurring basis
- Automatic renewal unless cancelled
- Payment processed on the same date each billing cycle
- Â
Magazine subscriptions are non-refundable:
- No refunds for partial subscription periods
- No prorated refunds if you cancel mid-cycle
- You continue to have access until the end of your current billing period
Example:
- You subscribe on January 1st (monthly subscription)
- You cancel on January 15th
- You continue to have access until January 31st
- No refund for the unused portion of January
You may cancel your subscription at any time:
How to cancel:
- Log into your account
- Go to Subscription Settings
- Click “Cancel Subscription”
OR
Email us at b2b@cockadoodledoomarketing.com with:
- “Cancel Subscription” in the subject line
- Your account email address
- Confirmation that you wish to cancel
What happens when you cancel:
- Future billing stops immediately
- You retain access until the end of your current billing period
- Your account and purchase history remain accessible
- You can resubscribe at any time
Important: Cancellation must be processed before your next billing date to avoid being charged for the next period.
6.4 Free Trials (If Applicable)
If we offer a free trial period:
- Cancel anytime during the trial to avoid charges
- If not cancelled, subscription begins automatically
- Full subscription price charged at the end of trial
7. Payment Processing
7.1 Chargebacks and Disputes
Please contact us before initiating a chargeback or payment dispute:
- Chargebacks incur processing fees and administrative costs
- We prefer to resolve issues directly with you
- Unjustified chargebacks may result in account termination
If you dispute a payment:
- We will provide documentation to your payment processor
- Includes order confirmation, terms acceptance, access logs
- False chargeback claims may be reported as fraud
If you believe you were charged incorrectly:
- Contact us within 30 days at b2b@cockadoodledoomarketing.comÂ
- Provide:
- Order/transaction number
- Date of charge
- Expected vs. actual amount charged
- Explanation of the error
We will investigate and resolve within 7 business days.
Legitimate billing errors will be refunded immediately.
8. Exceptions and Special Circumstances
We will provide refunds or remedies if:
- We fail to deliver a service you paid for
- Technical problems on our end prevent access to products
- We cancel a consultation without rescheduling
- Content is materially different from what was advertised
8.2 Fraudulent Transactions
If your payment method was used without authorization:
- Contact us immediately
- Provide police report or fraud documentation
- We will cooperate with investigations
- Full refund issued upon verification
If you were accidentally charged multiple times:
- Contact us immediately
- Provide transaction IDs
- Duplicate charges refunded within 5 business days
Extraordinary circumstances may be considered:
- Serious illness or family emergency (documentation required)
- Technical failures beyond your control
- Significant service disruptions on our end
To request special consideration:
- Email b2b@cockadoodledoomarketing.com with “Refund Request – Special Circumstances”
- Explain the situation in detail
- Provide supporting documentation if available
- We will review and respond within 5 business days
Note: Approval is at our sole discretion and does not set a precedent.
10. Your Consumer Rights (EU)
10.1 Distance Selling Regulations
For consumers in the EU, you have specific rights:
Standard 14-Day Return Right:
- Applies to physical goods (unless customized)
- Does NOT apply to digital content (if waiver is signed)
- Does NOT apply to services fully performed (consultations)
Your Rights:
- Right to clear information before purchase
- Right to cancel within 14 days (where applicable)
- Right to refund within 14 days of cancellation
10.2 Unfair Contract Terms
Our refund policy is fair and compliant because:
- Terms are clearly stated before purchase
- Legally valid exemptions are properly applied
- You provide explicit consent where required
- Exceptions for defective goods are honored
If you believe we have violated your consumer rights:
EU Online Dispute Resolution:
11. Contact Us for Refund Inquiries
For all refund and cancellation questions:
Cock a Doodle Doo Marketing Agency
Mailing Address: 3 Sunset Court, Flat 11 Triq F.M. Ferreti Birzebbugia, BBG1017 Malta
Response Time:
- Email inquiries: Within 48 hours (business days)
- Refund decisions: Within 5-7 business days
- Refund processing: 5-10 business days after approval
12. Changes to This Policy
We may update this Refund & Cancellation Policy to:
- Reflect changes in our services or offerings
- Comply with new legal requirements
- Improve clarity or customer experience
When we update this policy:
- The “Last Updated” date will change
- We will notify active customers via email (if material changes)
- Continued use of our services constitutes acceptance
Existing purchases are governed by the policy in effect at the time of purchase.
13. Final Notes
13.1 No Implied Warranties
This policy does not create any implied warranties beyond those required by law.
If any provision is found unenforceable, the remaining provisions remain in effect.
By making a purchase, you acknowledge that you have read, understood, and agree to this Refund & Cancellation Policy.
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