Fulfillment Policy

Who this covers

This policy applies to services sold by Digital Marketing Agency, LLC doing business as HVAC Digital Marketing, 3838 N Central Ave, Suite 900-A, Phoenix, AZ 85012. It applies alongside your signed proposal or service agreement. Where the two differ, the signed agreement controls.

What we sell

We provide marketing and growth services for HVAC companies, including search engine optimization, Google Ads and other paid search, Meta and other paid social, website design and development, lead-flow and marketing automation, reputation and review management, email marketing, content, tracking and reporting, and Growth Operator engagements that run several of these together under one plan. The exact scope, channels, and deliverables for your engagement are listed in your proposal.

The HVAC 911 Session and the Growth Audit are free. No purchase is required, and neither one obligates you to anything.

How services are delivered

• All work is delivered digitally. Nothing is shipped. There are no physical goods.
• Advertising, analytics, tracking, website, and domain accounts are set up in your name from day one, and the work happens inside them. You keep every account if we part ways.
• Work begins on the start date in your proposal, once the first payment clears and account access is in place.
• Delivery is ongoing. You receive a weekly update email, a full source-to-booked-job report every other month, a monthly meeting, and a one-page meeting summary within two business days of it.
• One-time deliverables such as a website, a landing page, or an audit document are delivered on the timeline in the proposal, subject to receiving your content, access, and approvals when they are due.
• Parts of the work may be carried out by our team members, partners, and network under our direction and our confidentiality obligations. We remain responsible for the work.

Pricing and billing

• Pricing is quoted in your proposal after a call. We do not publish rate cards, because the number depends on your market and what is in the way.
• Our fee is always stated separately from advertising spend, so you can see exactly what you are paying us and what is going to the platforms.
• Advertising spend is paid by you directly to Google, Meta, Microsoft, OpenAI, or any other platform through the payment method on your own ad account. We do not mark it up and it does not pass through us.
• Fees are billed in United States dollars, monthly in advance, on the same calendar day each month, by credit card, debit card, or ACH through our payment processor, or by invoice where the agreement says so.
• One-time projects are billed as stated in the proposal, usually part at signing and the balance on delivery.
• A payment that fails is retried. If it is still unpaid ten days after the due date, work pauses until the account is current, and paused time is not credited back.

Term and cancellation

• Engagements run month to month unless your proposal states a fixed term.
• You can cancel at any time by email to hey@hvacdm.com. Cancellation takes effect at the end of the current paid billing period, and you are not billed again after that.
• A fixed-term engagement can be cancelled early only on the terms written in that agreement.
• On cancellation we hand over logins, documentation, and any work in progress, remove our access from your accounts, and send a final report. Since the accounts are already in your name, nothing has to be transferred.

Refunds

• Fees are for time, expertise, and work performed. Once work has begun in a billing period, the fee for that period is not refundable.
• If you are billed in advance for a period and cancel before that period begins, the advance payment is refunded in full to the original payment method within ten business days.
• If we fail to deliver a specific deliverable named in your proposal by its agreed date for reasons within our control, we either complete it or credit the fee attributable to it. You choose.
• Advertising spend is paid to the platforms, not to us, and is governed by their terms. We cannot refund it.
• Marketing results depend on your market, your competitors, your pricing, and how calls are answered. We do not promise rankings, lead counts, or revenue, and the absence of a promised outcome is not a basis for a refund.

Billing questions and disputes

If a charge looks wrong, email or call us first. Most billing questions are settled the same day, and a misapplied charge is corrected without argument. Filing a chargeback before contacting us costs both of us time and does not get you an answer any faster.

Your responsibilities

• Provide account access, brand assets, content, and approvals when they are requested. Delays on your side move delivery dates by the same amount.
• Keep your own advertising payment methods current so campaigns do not stop.
• Answer the phone, or let us fix intake so someone does. We can put calls in front of you, but we cannot book them for you unless that is part of the scope.
• Tell us promptly about changes to your business, pricing, service area, or staffing that affect the work.

Changes to this policy

We update this policy when our services, billing practices, or the law change. The effective date at the top shows the current version. Changes do not alter the terms of a signed agreement already in force.

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