Refund & Remediation Policy

Effective Date: 17 May 2026 Last Updated: 17 May 2026

Company Information

Company: Marathon 360 Ltd Company No: 16710005 Registered Office: Office 14505, 182-184 High Street North, East Ham, London, United Kingdom, E6 2JA Support: [email protected]

Refund Policy

No monetary refunds are provided after onboarding has commenced and the CRM portal has been provisioned.

Due to the nature of our agent services and the immediate setup work once a service agreement is signed — branded CRM portal configuration, AI Employee training, ad-platform connection, automation build — we do not offer monetary refunds. The remediation policy below applies in lieu.

Remediation Policy

Where engagement metrics do not meet the targets agreed at onboarding, we provide service remediation rather than monetary refunds. Remediation may include:

• Retuning the AI Employee responses against an updated brief
• Adjusting follow-up sequences, advertising creative, or audience targeting
• Extending the optimisation window or month-on-month performance review cadence
• In exceptional cases, retainer credit applied to future invoices

Eligibility for Remediation

Remediation requests may be considered if:

• Engagement metrics fall below the targets agreed in the onboarding brief
• A technical fault in the Marathon 360 platform prevents the agent from operating the pipeline
• A delivery commitment in the service agreement (e.g. seven-day go-live) is missed for reasons attributable to Marathon 360
• A material discrepancy exists between the agreed scope of work and what was actually delivered

Remediation Process

To request a remediation assessment:

1. Contact us promptly: Requests must be made within 14 days of the issue being identified
2. Email: [email protected]
3. Provide details: Include specific issues, examples, and supporting documentation
4. Assessment: We will review your request and respond within 5 business days

Assessment Criteria

Remediation requests will be evaluated against:

• The targets and scope of work agreed in your signed service agreement
• The performance data available in the agency CRM portal and ad accounts
• Technical delivery requirements
• Documented evidence of the issues raised

What is NOT Covered

Remediation will not be provided for:

• Normal variation in agency enquiry volume or conversion rates
• Changes in market conditions after the service agreement is signed
• The client agency's own commercial decisions, pricing, or sales execution
• Failure to use the platform as configured (e.g. ignoring the AI Employee, bypassing the CRM)
• Requests made more than 14 days after the issue was identified
• Issues arising from third-party platforms (Meta, Google, LinkedIn) outside Marathon 360's control

Pre-Engagement Quality Assurance

To minimise issues, we encourage client agencies to:

• Confirm the onboarding brief in writing before setup begins
• Test the CRM portal and AI Employee with a small set of real enquiries first
• Communicate any specific quality concerns early in the engagement
• Attend the monthly performance review with the account director

Dispute Resolution

If you disagree with our remediation assessment, you may:

1. Request a secondary review by emailing [email protected]
2. Provide additional documentation or evidence
3. Escalate through our internal dispute resolution process

For all disputes, remediation claims, and compliance issues, contact: [email protected]

Legal Framework

This policy operates within the framework of UK consumer protection law and our terms of service. It does not affect your statutory rights under UK law.

Policy Updates

We reserve the right to update this policy. Changes will be communicated to existing clients and posted on our website with an updated effective date.