This policy explains when we refund and when we do not. It is short on purpose.
The short version
Services are non-refundable, with one exception: the impressions guarantee on Pinterest image pin plans, described below.
We take payment before work begins, so by the time a payment is made, the work it covers is about to start or already has.
The one exception: the impressions guarantee
Applies to: Pinterest image pin plans only. Not video pin plans, video clipping, advertising management, or website builds.
If you remain on the same image pin plan for three consecutive months and your Pinterest account does not reach the guaranteed monthly impressions figure for your plan in month three, we refund your month three payment in full.
| Plan | Pins per month | Guaranteed impressions in month 3 |
|---|---|---|
| Starter | 30 | 10,000 |
| Growth | 60 | 20,000 |
| Scale | 120 | 40,000 |
| Volume | 250 | 80,000 |
Months one and two are not refunded. Future months are not refunded. Month three, in full, is the entire remedy.
This happens once. It covers your first three months and does not repeat. There is no guarantee on month six, month nine, or any month after the third.
It is a single month's figure, not a running total. We look at the impressions your account received during month three alone.
The full conditions — including what voids the guarantee and how the figure is measured — are in section 5 of our Terms of Service.
How to claim
Email hello@caelana.com within 14 days of the end of month three. We will look at your Pinterest analytics with you and confirm or decline in writing within ten business days. Approved refunds reach your original payment method within ten business days after that.
What is not refundable
Cancellations mid-month. Monthly plans are month-to-month with 30 days' notice. Your service runs to the end of the period you paid for. We do not refund the unused portion.
Months one and two of any plan, including where a guarantee claim on month three succeeds.
Website build deposits, once work has begun. If you cancel before we start, the deposit is refunded in full.
Advertising management fees. Advertising results depend on factors outside our control and are not guaranteed. Note that your ad spend is paid by you directly to the platform — we never hold it, so there is nothing for us to refund.
Work already delivered. Pins published, videos produced, or a site built and shipped are not refundable on the basis that you changed your mind.
Service we could not deliver because access was not granted. If we cannot get the account access needed to do the work, and you do not resolve it after we ask, the period is not refunded.
If something goes wrong
If you are unhappy with the work, tell us before you ask for money back. Email hello@caelana.com and describe the problem. Most issues are fixable, and we would rather fix them.
Where a mistake is clearly ours — wrong deliverable, work not performed, a billing error — we will correct it, redo it, or refund it, whichever is appropriate. That is handled case by case and is not covered by the exclusions above.
Billing errors and duplicate charges
If you were charged in error, charged twice, or charged after cancelling, email hello@caelana.com. We will verify and refund promptly. These are not subject to any of the exclusions above.
Chargebacks
Please contact us before filing a chargeback with your bank. A chargeback takes weeks to resolve and costs both of us. An email usually takes a day.
If a chargeback is filed on a charge that is valid under this policy, we will contest it and may suspend service until it is resolved.
How refunds are issued
Refunds go to the original payment method. Card refunds typically take 5–10 business days to appear, depending on your bank. We cannot speed that up.
Refunds are issued in United States dollars for the amount originally charged. If your bank applied a currency conversion or international fee, that fee is between you and your bank and we cannot refund it.
Questions: hello@caelana.com