Refund Policy
Last updated: 01/10/2025
​
1. Scope of this Policy
This Refund Policy governs the circumstances under which we will issue refunds for services or packages purchased via our website www.neoscala.com
(“the Website”) or via direct contract. By purchasing our services, you agree to this policy.
​
2. Services and Pricing
NeoScala provides B2B sales and marketing services, including lead generation, outreach campaigns, appointment booking, and content creation. Each package or plan is described on our Website or in a written agreement, with specified fees, deliverables, and payment terms.
​
3. No Automatic Refund Guarantee
Unless explicitly stated in the service agreement or promotional offer at the time of purchase, payments made for our services are generally non-refundable. Because our services involve significant strategy, setup, human effort, and execution, once we begin delivery, refunds are typically not possible.
Please note: Because the success of outbound campaigns depends on multiple external factors, NeoScala does not guarantee a fixed number of meetings, calls, or conversions. Payments made for ongoing services reflect the time, expertise, and resources allocated to executing your campaign — not guaranteed outcomes.
​
4. Service Performance and Expectations
Our services are designed to deliver predictable growth and high-quality sales conversations. We may reference typical results such as “10–15 qualified calls per month” to illustrate potential outcomes achieved by clients under similar conditions.
However, these figures are illustrative targets only and do not constitute a performance guarantee. Results vary depending on factors including:
Your offer, pricing, and Ideal Customer Profile (ICP)
Responsiveness to prospect feedback
Market conditions and competition
Timeliness of content approvals and engagement from your team
​
5. Minimum Engagement Period
All service plans are subject to a minimum initial engagement of three (3) months to allow proper campaign setup, testing, optimisation, and iteration.
Refunds or cancellations requested before completion of this 3-month period will not be accepted except in cases where NeoScala fails to commence any contracted activity.
​
6. Conditions Under Which a Refund May Be Considered
A refund (full or partial) may be considered only in exceptional circumstances, such as:
You notify us in writing of a cancellation request before we have begun any core service activity (e.g., campaign setup, data research, outreach preparation).
NeoScala is unable to deliver the contracted service due to our own fault or inability to perform.
All such refund decisions are made at our sole discretion.
​
7. Time Frame for Refund Requests
If you believe you are eligible for a refund under section 6, you must submit your request no later than 14 days after the service start date or contract signing. Requests submitted after this timeframe may not be accepted.
​
8. Partial Work and Pro-Rata Calculation
If you request cancellation after work has commenced, any refund will be calculated pro-rata, deducting the value of services already performed (including strategic planning, research, data sourcing, copywriting, and third-party tools used). The remaining balance (if any) may be refunded at our discretion.
​
9. How Refunds Will Be Processed
Approved refunds will be issued via the original payment method or another agreed channel. Refunds will be processed as soon as practicable but may take up to 10 business days after approval to complete.
​
10. Withdrawal of Services by NeoScala
If NeoScala cancels a service or package (for example, due to feasibility or compliance reasons), we will notify you and either:
Provide a full refund for any unperformed services, or
Offer a replacement service of equivalent value.
NeoScala will not be liable for indirect costs or losses (e.g., time, opportunity, or third-party expenses).
​
11. Non-Refundable Items
The following are non-refundable:
Services already delivered or completed as described in your plan or agreement.
Fees for third-party tools, ads, or platforms incurred on your behalf.
Any add-on requests or scope changes you approved after the initial agreement.
Partial-month service periods once campaign delivery has started.
​
12. Dispute Resolution
If you disagree with a refund decision, please contact us in writing (see section 13). We will review your case and respond within a reasonable time.
Nothing in this policy affects your statutory rights under UK consumer protection law (where applicable).
​
13. Contact Details for Refund Requests
NeoScala (operated by STI Tech Limited)
Registered office: 169 Bellingham Road, London SE6 1EQ, England
Email: info@neoscala.com
​
14. Changes to This Refund Policy
We may update this Refund Policy from time to time. The “Last updated” date at the top indicates when the policy was last revised. Any updates take effect upon publication on our Website. Continued use of our services constitutes your acceptance of the revised policy.