Refund policy

Our 100% money-back guarantee

If your first 90 days with us produce nothing (no leads, no sales, no growth), you get 100% of our fees back.

We can make that promise because we only take on businesses we believe we can grow, and we measure everything from day one.

How we keep score

Before we start, we record where you are today. Then we track the numbers that matter for your plan.

• Paid ads: leads and sales from your ads.
• SEO: traffic from Google, your rankings, your site’s authority and the enquiries search brings in. On GEO plans we also track how often AI search mentions you. On Digital PR plans we also track new sites linking to you and the press coverage we earn.
• Email: sales from email, or the goal your plan names.
• Outbound: leads from our outreach.
• Conversion optimisation: the conversion rate on the pages we test.

If none of it moves in 90 days, the money comes back.

What we ask of you

Results take two sides. Here’s your side.

• Run the plan for the full 90 days.
• Give us access to your ad accounts, website and tracking, and keep it open the whole time.
• Reply to our requests within 5 business days.
• Fund the ad budget we agree in your plan.
• Pay invoices on time.

That’s it.

Who gives this guarantee

Setsail. It’s for businesses that buy our monthly services, and it forms part of your agreement with us. On refunds under this guarantee, these terms take priority over our Terms of Service.

Which plans it covers

• Paid ads: Single Channel, Two Channels and Performance.
• SEO: SEO, SEO + GEO, and SEO + GEO + Digital PR.
• Email marketing: every monthly email plan.
• Outbound: every monthly outbound plan.
• Conversion optimisation: every monthly CRO plan.

It does not cover social media plans, hosting, or one-time projects such as websites, video, photography, branding, tracking set-up and the Growth Strategy.

What counts as a result

We compare your first 90 days with your starting point, using the tracking named in your plan. Your own records count too. If you can show a lead or sale that came from our work, it counts.

• Paid ads and outbound: a result is any qualified lead or sale. A qualified lead is any real enquiry about what you sell. Spam, duplicates, job seekers and sales pitches don’t count.
• SEO: a result is any one of your plan’s measures being higher than in the 90 days before we started: organic traffic, domain rating, keywords on page one, organic leads or sales, or Google Business Profile actions (calls, website clicks, direction requests). GEO plans add AI search mentions. Digital PR plans add new referring domains and earned media placements. We record every starting figure before day one and give you a copy.
• Email: a result is any sale from email, or any of the goal your plan names.
• Conversion optimisation: a result is any rise in the conversion rate on the pages we test, compared with the baseline we record before anything changes.

Plans with more than one part

Each part is judged on its own, so you never lose the refund on one part because another part worked.

• SEO bundles: SEO $2,500, GEO $1,500 and Digital PR $2,500 a month. Any part that produced nothing is refunded in full.
• Paid ads, Two Channels: Google and Meta are judged separately. If one channel produced nothing, we refund that channel’s fee as set in your plan.

What you get back

• 100% of the Setsail monthly fees you paid for the covered service, or the covered part, for the first 90 days.
• Ad spend paid to Google, Meta or other platforms, third-party tools, and one-time project fees aren’t refunded. That money never came to us, or it paid for separate work.
• We pay within 30 days of confirming your claim, back to the card or account you paid with, in the currency you paid.

When the guarantee no longer applies

• The plan is cancelled before day 90.
• More than twice in the 90 days, you take longer than 5 business days to answer a dated written request from us for an approval, access or materials.
• Our access to your ad accounts, website or tracking is removed or blocked.
• An invoice is unpaid 15 days after its due date.
• For paid ads, your ad spend is below the budget we recommended and wrote into your plan before day one.
• For conversion optimisation, the pages we test get fewer than 1,000 visits a month, or a winning change isn’t put live within 10 business days of our request.

Things neither of us controls

If a platform outage, a platform policy change, or an account suspension we didn’t cause stops the work, the 90-day clock pauses until it’s fixed. We’ll tell you in writing when it pauses and when it restarts.

How to claim

Email team@setsail.ca within 7 days after day 90. If the clock paused, day 90 moves by the same number of days. Tell us the service, and the part if your plan has more than one. We’ll reply in writing within 10 business days, with the data, and either confirm your refund or explain why the guarantee doesn’t apply.

How often it applies

Once per client, for the first 90 days of each service. Restarting a service or moving to another tier of it doesn’t start a new guarantee.

After a refund

You keep everything we made for you: content, pages, ads, creative, data and reports. Your accounts stay yours. The service ends with the refund unless you tell us in writing that you’d like to continue.

What we never promise

We never guarantee rankings, a first-page position, or anything else Google or another platform decides. We don’t promise any set level of revenue, profit, leads or return on ad spend. Our promise is the refund described here.

Contracts

Plans are month to month, with 30 days’ written notice to cancel, unless your contract says otherwise.

Other refunds

Outside the guarantee, monthly fees and one-time projects aren’t refunded, except where the law requires it. We may offer a refund at our discretion in other cases. Doing so once doesn’t change this policy.

Changes and governing law

The version of this policy in force when your plan starts applies to that plan. This policy is governed by the laws of British Columbia and the federal laws of Canada that apply there. Nothing here removes a right you have by law that can’t be waived.

Read the terms and conditions