Payment & Refund Policy

This Payment & Refund Policy (“Policy”) explains how payments, payment requests, invoices, refunds, partial refunds, reactivation fees, chargebacks, and warranty-related corrections are handled for services provided through metricfixer.com.

metricfixer.com is operated by Marketlab Analytics LLC, 16192 Coastal Highway, Lewes, Delaware 19958, United States of America, EIN 35-2815299.

In this Policy, “metricfixer,” “Marketlab,” “we,” “us,” or “our” means Marketlab Analytics LLC operating the metricfixer service. “Customer,” “you,” or “your” means any individual, company, organization, agency, or other entity that requests, approves, or pays for services.

This Policy forms part of the Terms of Service / Public Offer Agreement. By requesting services, approving a payment request, making a payment, or continuing with a paid ticket, you agree to this Policy.

1. General Payment Model

metricfixer provides paid online technical support, diagnostics, implementation, troubleshooting, configuration, advertising-technology, analytics, tracking, ecommerce measurement, and related consulting services.

Paid work is usually initiated through a ticket, written scope, payment request, invoice, Stripe payment link, or other written communication from metricfixer.

Before paid work begins, metricfixer will normally communicate the price, estimated price, hourly rate, fixed fee, subscription fee, diagnostic fee, or other payment arrangement applicable to the requested work.

Payment of a payment request, invoice, or payment link means that you approve the corresponding service stage, scope of work, or paid request.

2. Currency

The base currency for metricfixer pricing is United States dollars (USD).

However, at the Customer’s request and subject to technical availability, metricfixer may issue an invoice, payment request, or Stripe payment link in another currency.

If payment is made in a currency other than USD, exchange rates, conversion fees, bank fees, card issuer fees, or payment-provider fees may apply. Such fees are not controlled by metricfixer and are the responsibility of the Customer unless expressly agreed otherwise.

Currency selection may affect the final amount charged by banks, card issuers, or payment providers.

3. Minimum Payment

The minimum payment for metricfixer services is USD 35, unless a different minimum is expressly stated in a specific offer, invoice, payment request, or written agreement.

The minimum payment may apply to:

• reactivation of suspended work;
• small support tasks;
• administrative handling;
• minor technical review;
• partial continuation of work;
• small paid service stages;
• other minimum-billable service items.

The minimum payment does not guarantee that every technical issue can be resolved for that amount.

4. Diagnostic Fees

metricfixer may provide a limited initial review for the purpose of understanding the general nature of a request and estimating the cost of work.

If a request requires labor-intensive diagnostics, deep investigation, account analysis, code review, data-layer review, analytics audit, advertising account audit, CRM review, server-side tracking analysis, ecommerce measurement review, or other substantial expert work, a separate diagnostic fee may be proposed within the ticket.

A diagnostic fee will be agreed separately before the labor-intensive diagnostic work begins.

Payment of a diagnostic fee covers the diagnostic effort itself and does not guarantee that the underlying issue can be fixed, unless a fix is expressly included in the agreed scope.

5. Payment Links and Validity Period

Payment links, including Stripe payment links or Stripe-hosted payment pages, are generally valid for 5 business days, unless a different validity period is stated in the payment request.

If a payment link expires, metricfixer may issue a new payment link, but the original price, queue position, timeline, availability of specialists, and scope may no longer be available.

metricfixer may withdraw, cancel, or revise a payment request if:

• the scope changes;
• new information becomes available;
• required access is not provided;
• third-party platform conditions change;
• the issue is materially different from the initial description;
• the payment request was issued in error;
• continuing the work becomes legally, technically, commercially, or operationally inappropriate.

6. Payment Methods

Payments may be processed through Stripe or another payment provider supported by metricfixer.

Where Stripe is used, the Customer may be redirected to a Stripe-hosted checkout, payment page, or invoice payment page. Stripe processes payment card information and other payment details under its own terms and policies.

metricfixer does not store full payment card numbers.

Payment providers, banks, card issuers, and financial institutions may apply their own fees, verification steps, fraud-prevention checks, limits, currency conversion rules, or rejection criteria.

metricfixer is not responsible for payment failures, card declines, bank fees, currency conversion fees, or payment-provider restrictions outside its control.

7. Invoices and Receipts

metricfixer may provide payment confirmation, Stripe receipts, payment records, or invoices depending on the payment method, Customer type, and information provided by the Customer.

If the Customer selects an option indicating that the Customer is a legal entity or business customer, metricfixer may use Stripe Invoices or another invoicing process to issue a formal invoice.

To issue an invoice, Stripe or metricfixer may require information such as:

• legal name;
• company name;
• billing address;
• country;
• tax identification number;
• VAT number, where applicable;
• email address;
• payment details;
• other information required for tax, billing, compliance, or accounting purposes.

The Customer is responsible for providing accurate billing and tax information.

Failure to provide correct billing information may delay invoice issuance, payment processing, or service performance.

8. When Work Begins

After payment is successfully completed, the work is placed into the work queue immediately, provided that the Customer has supplied all required information, files, permissions, and access credentials or invitations necessary to begin the work.

Payment does not mean that work will be completed immediately. The start and completion time depend on:

• current workload;
• queue position;
• complexity of the task;
• availability of the required specialist;
• availability of required access;
• Customer response time;
• third-party platform availability;
• technical dependencies;
• payment confirmation;
• scope clarity.

If the Customer has not provided the required access, files, or information, work may not begin even if payment has been made.

9. Customer Access and Information Obligations

The Customer must provide all required information, access, files, approvals, and instructions necessary to perform the paid work.

This may include, depending on the task:

• website access;
• CMS access;
• hosting access;
• DNS access;
• Google Analytics access;
• Google Tag Manager access;
• server-side GTM access;
• Google Ads access;
• Google Merchant Center access;
• Meta Business Manager access;
• TikTok Ads access;
• LinkedIn Ads access;
• Microsoft Ads access;
• Amazon Attribution access;
• CRM access;
• ecommerce platform access;
• call tracking access;
• email tracking access;
• screenshots;
• logs;
• configuration exports;
• data-layer examples;
• test transactions;
• consent banner information;
• other materials required for the specific task.

The Customer is responsible for ensuring that all provided access is valid, sufficient, lawful, and safe to use.

10. Failure to Provide Access or Required Information

If the Customer pays for a service but does not provide all required access, files, information, or approvals, the Customer has 5 business days to provide the missing items.

If the required items are not provided within 5 business days, the project or ticket may be frozen, suspended, or removed from the active work queue.

Reactivation of a frozen or suspended project may require payment of a reactivation fee. Unless a different amount is stated, the standard minimum reactivation fee is USD 35.

If the Customer does not reactivate the project within 2 months after suspension, the paid amount is not refunded and the project will not be performed.

This rule applies because metricfixer reserves work capacity, reviews the request, may perform administrative preparation, and may allocate specialist time based on the Customer’s paid request.

11. Incorrect, Invalid, or Insufficient Access

If the Customer provides incorrect, invalid, expired, incomplete, or insufficient access, metricfixer may request corrected access.

When corrected access is requested:

• the project may be moved to the end of the work queue;
• the timeline may be extended;
• specialist availability may change;
• previously estimated completion dates may no longer apply;
• the same suspension and reactivation rules described above may apply.

The Customer is responsible for ensuring that provided access allows metricfixer to perform the agreed task.

If work cannot be performed because the Customer provided incorrect or insufficient access and does not correct it in time, the payment may become non-refundable.

12. Price Changes After Payment Request

After a payment request has been issued, metricfixer will not change the price for the same agreed scope unless a valid reason exists.

The price may be changed if defects, limitations, missing information, hidden technical issues, platform restrictions, access problems, configuration conflicts, data-quality issues, or other material circumstances are discovered that could not reasonably have been identified before work began.

If such circumstances are discovered, metricfixer may:

• propose an additional paid stage;
• revise the estimate;
• request additional approval;
• suspend work until the revised price is accepted;
• provide a partial refund where applicable;
• stop work if continuing is not reasonable or possible.

The Customer is not required to approve additional work, but metricfixer is not required to continue beyond the paid scope.

13. Refund Principles

Refunds are not provided simply because the Customer changes their mind, delays providing access, does not use the result, expected a business outcome that was not guaranteed, or decides not to continue after work has begun.

Refund eligibility depends on:

• whether work has started;
• whether any diagnostics have been performed;
• whether specialist time has been reserved or consumed;
• whether the reason for non-performance is within metricfixer’s control;
• whether the Customer provided accurate information and access;
• whether the issue was caused by the Customer’s website, account, platform, actions, or omissions;
• whether the relevant circumstances were known or should have been known to the Customer before payment.

metricfixer evaluates refund requests case by case according to this Policy.

14. 100% Refunds

A full refund may be provided where the paid work cannot be performed for reasons that do not depend on the Customer and are not caused by the Customer’s website, account, access, systems, instructions, third-party representatives, or omissions.

Examples may include:

• metricfixer determines that it cannot perform the agreed work before starting substantive work;
• the required specialist is unavailable and no alternative timeline is acceptable;
• metricfixer withdraws from the work for internal reasons unrelated to the Customer;
• the paid request was accepted in error and no substantive work has started;
• other circumstances where metricfixer determines that a full refund is appropriate.

A full refund does not apply where the inability to perform work is caused by the Customer, the Customer’s systems, the Customer’s failure to provide access, incorrect information, third-party platform restrictions related to the Customer’s account, or circumstances known to the Customer before payment.

15. Partial Refunds

A partial refund may be provided where the work cannot be completed due to reasons related to the Customer’s website, account, personal cabinet, platform configuration, access environment, or other Customer-side circumstances that could not reasonably have been identified before work began.

In such cases, metricfixer may retain payment for:

• time already spent;
• diagnostics performed;
• specialist review;
• administrative preparation;
• technical analysis;
• communication;
• partial implementation;
• queue reservation;
• third-party costs or payment processing costs where applicable.

The amount of any partial refund is determined by metricfixer based on the work already performed, time spent, and costs incurred.

16. Non-Refundable Cases

Payments are non-refundable where work cannot be performed, completed, or used due to circumstances that were known to the Customer before payment or caused by the Customer after work began.

Non-refundable cases include, but are not limited to:

• the Customer knew about a blocking issue but did not disclose it;
• the Customer provided incorrect, incomplete, expired, or insufficient access;
• the Customer failed to provide required access or information within the required time;
• the Customer changed website code, plugins, theme, GTM container, consent settings, CRM, server configuration, ecommerce settings, advertising settings, or other relevant systems after work began;
• the Customer or a third party acting on the Customer’s behalf interfered with the system after work began;
• the Customer’s account was blocked, suspended, limited, rejected, or restricted by a third-party platform;
• the Customer requested work involving restricted, prohibited, or unsupported goods or services;
• the Customer requested illegal, unsafe, deceptive, abusive, or prohibited activity;
• the Customer refused to approve necessary additional scope after hidden defects were discovered;
• the Customer did not reactivate a frozen project within 2 months;
• the Customer expected a business result, advertising result, conversion increase, revenue increase, approval, or platform decision that was not guaranteed.

Completed diagnostics, completed implementation stages, consumed specialist time, advertising audit work, subscription management work, and completed service stages are generally non-refundable.

17. No Automatic Refund Period

The Customer does not have an automatic right to request a refund merely because a certain number of days has passed or because the Customer changed their mind.

Refunds are available only under the specific conditions described in this Policy, the Terms of Service, or a separate written agreement accepted by metricfixer.

If mandatory consumer protection laws apply and provide rights that cannot be waived, those rights remain unaffected.

18. Warranty and Corrections

metricfixer may provide warranty-related corrections for completed work.

Unless a different warranty is expressly agreed:

• minor corrections may be available for up to 3 months after completion;
• functionality of an implemented solution may be supported for up to 1 year after completion.

Warranty support applies only if:

• the issue relates directly to work performed by metricfixer;
• the Customer or third parties acting on the Customer’s behalf did not modify the relevant system after completion;
• the website, account, CRM, GTM container, sGTM setup, consent banner, platform configuration, API, plugin, theme, server settings, ecommerce system, advertising account, or related environment was not changed in a way that caused or contributed to the issue;
• the issue was not caused by a third-party platform change, API change, policy change, outage, browser behavior, cookie limitation, consent behavior, ad blocker, or other external factor;
• the Customer provides necessary access and information for verification;
• the Customer reports the issue in writing.

Warranty support does not cover:

• new requirements;
• new integrations;
• new advertising strategies;
• optimization requests;
• changes caused by website updates;
• changes caused by third-party developers;
• changes caused by the Customer;
• changes caused by plugins, themes, CMS updates, server updates, or API updates;
• platform bans, rejections, restrictions, or policy decisions;
• business performance or advertising performance.

Valid warranty cases receive priority handling without an additional priority surcharge.

19. Queue Position and Delays

After payment, the work is placed into the queue if all required information and access have been provided.

Queue position may be affected by:

• incomplete access;
• invalid credentials;
• delayed Customer responses;
• additional questions;
• newly discovered defects;
• revised scope;
• payment confirmation delays;
• third-party platform outages;
• urgent warranty cases;
• priority requests.

If the Customer causes delay by failing to provide required information or by providing incorrect access, metricfixer may move the project to the end of the work queue.

Priority handling may be available at an additional rate as described in the Terms of Service.

20. Chargebacks and Payment Disputes

If you believe there is an issue with a payment, invoice, service stage, or refund decision, you should contact metricfixer first at:

billing@metricfixer.com

If the Customer initiates a chargeback or payment dispute, metricfixer may:

• suspend the related ticket;
• suspend other active work;
• provide the payment provider or bank with ticket history, payment records, service records, communications, proof of work, access logs, delivery confirmation, and other evidence;
• refuse further work until the dispute is resolved;
• require future payments by a different method or in advance.

metricfixer bears chargeback fees charged to it by the payment provider or acquiring bank, unless applicable law or a separate agreement allows otherwise.

A chargeback does not automatically cancel the Customer’s obligation to pay for properly authorized and performed services.

21. Taxes, VAT, and Customer Billing Information

The Customer is responsible for providing accurate billing, tax, company, and VAT information where required.

If Stripe or metricfixer collects billing address, VAT ID, tax ID, country, or other tax-related information, it is used for invoice preparation, tax calculation, payment compliance, accounting, and legal recordkeeping.

Where the Customer selects an option indicating that the Customer is a legal entity or business customer, Stripe may generate an invoice using the information provided by the Customer.

metricfixer is not responsible for incorrect invoices, tax treatment, VAT handling, or billing records caused by inaccurate or incomplete information provided by the Customer.

The Customer is responsible for any taxes, duties, levies, reverse charge obligations, reporting duties, bank fees, card issuer fees, and currency conversion fees applicable to the Customer.

22. Subscription-Based Services

If metricfixer provides subscription-based advertising management, recurring support, monthly management, or other subscription services, the applicable payment terms, billing period, cancellation rules, and scope will be described in the relevant offer, invoice, ticket, subscription agreement, or written communication.

Unless expressly agreed otherwise:

• subscription payments are due in advance;
• work is performed only for the paid period;
• unused time or unused service capacity does not automatically roll over;
• subscription payments are non-refundable once the service period has started;
• cancellations affect future periods only.

Specific subscription terms may override this general section where expressly stated.

23. Third-Party Platform Limitations

Many metricfixer services depend on third-party platforms, including Google, Meta, TikTok, LinkedIn, Microsoft, Amazon, Stripe, Shopify, WooCommerce, WordPress, CRM systems, call tracking providers, email tracking providers, hosting providers, and consent management platforms.

Refunds are generally not available solely because:

• a third-party platform changes its interface, API, rules, or policies;
• a third-party platform rejects, delays, limits, suspends, or blocks an account, event, feed, conversion, pixel, tag, campaign, or integration;
• a third-party platform reports data differently than expected;
• different platforms show different conversion, revenue, or attribution numbers;
• a browser, consent banner, ad blocker, or privacy setting limits tracking;
• an advertising platform does not improve performance after technical work is completed.

metricfixer does not guarantee third-party platform decisions, approvals, performance, or continued compatibility.

24. Processing Time for Refunds

If metricfixer approves a refund, the refund will generally be issued through the original payment method where technically possible.

After metricfixer initiates a refund, the time required for funds to appear in the Customer’s account depends on Stripe, banks, card networks, payment providers, and the Customer’s financial institution.

metricfixer does not control bank processing times.

Currency conversion differences, bank fees, card issuer fees, or payment-provider fees may affect the final amount received by the Customer.

25. Abuse of Refunds or Payment Systems

metricfixer may refuse service, suspend accounts, or require advance payment where a Customer:

• repeatedly requests refunds without valid grounds;
• initiates unjustified chargebacks;
• provides false information;
• abuses payment links;
• disputes properly authorized payments;
• attempts to obtain free work through refund pressure;
• violates the Terms of Service;
• requests prohibited or unlawful work.

26. Relationship with Other Documents

This Policy should be read together with:

• Terms of Service / Public Offer Agreement;
• Privacy Policy / Data Protection Policy;
• Data Processing Addendum, where applicable;
• Legal Information;
• Cookie Policy, where applicable;
• any ticket-specific scope, quote, invoice, payment request, subscription agreement, or written communication accepted by metricfixer.

If there is a conflict between this Policy and a specific written payment agreement signed or expressly accepted by metricfixer, the specific written payment agreement controls for that payment.

27. Changes to This Policy

metricfixer may update this Policy from time to time.

The updated version will be posted on metricfixer.com with a new “Last Updated” date.

Unless otherwise stated, updated terms apply from the date they are posted and do not retroactively change refund decisions already made for completed transactions.

Continued use of the Services, approval of a payment request, or payment after an update means that you accept the updated Policy.

28. Contact Information

For billing, payment, invoice, refund, and chargeback-related questions, contact:

billing@metricfixer.com

For support requests:

support@metricfixer.com

For legal notices:

legal@metricfixer.com

Operator:
Marketlab Analytics LLC
16192 Coastal Highway
Lewes, Delaware 19958
United States of America
EIN: 35-2815299

29. Acknowledgement

By requesting services, approving a payment request, paying an invoice, using a payment link, making a payment, continuing with a paid ticket, or using the results of paid work, you acknowledge that you have read, understood, and accepted this Payment & Refund Policy.