1. E-Commerce Platform Support Services

SILTFERN, LLC provides practical e-commerce platform support services for businesses using Meta, Google, and TikTok.

Our services may include Facebook Shop review, Meta Shop optimization, Google Merchant Center optimization, Search Ads optimization, TikTok Shop review, TikTok Shop maintenance, product information review, merchant feed review, store configuration review, advertising structure review, and related platform support.

These services are delivered electronically and may involve manual review, analysis, optimization guidance, configuration review, maintenance, written recommendations, reports, or other professional work.

Because our services involve professional work rather than physical goods, there is no physical item to return or ship back to us. Refund and cancellation eligibility therefore depends on whether work has started, how much work has been completed, and whether the agreed service has already been delivered.

SILTFERN, LLC is an independent service provider. Unless expressly stated otherwise, we are not affiliated with, endorsed by, sponsored by, or acting on behalf of Meta, Facebook, Google, TikTok, or their respective platforms.

2. Cancellation Before Work Begins

Customers who wish to cancel an order should contact our customer service team at [email protected] as soon as possible and provide the order number, purchasing email address, service name, and reason for the cancellation request.

An order may normally be cancelled for a full refund if the cancellation request is received before we have started reviewing the customer's website, store, advertising account, product information, merchant information, platform configuration, or other materials relating to the purchased service.

Once manual review, analysis, optimization, maintenance, configuration review, or other service work has started, the order may no longer qualify for a full cancellation refund.

A cancellation request is not considered approved until our customer service team has reviewed the order and provided written confirmation.

We normally review properly submitted cancellation requests within 7 business days after receiving the information reasonably required to evaluate the request.

3. Refund Eligibility

Customers should contact us if they believe that the service delivered is materially different from the service description, an ordered service was not provided, work has not started, or a material service issue has occurred as a result of an error on our part.

Unless a longer period is required by applicable law, customers should submit service-related refund requests within 7 business days after the relevant service, report, review, recommendation, maintenance work, or other deliverable has been provided.

A refund request should include sufficient information for us to identify and review the issue. This may include the order number, service name, purchasing email address, screenshots, platform information, relevant communications, or a description of the problem.

Where reasonably possible, we may first offer to correct the issue, clarify recommendations, complete an omitted part of the agreed service, revise service-related work, or provide another appropriate solution.

If the problem cannot reasonably be corrected and the circumstances qualify for a refund under this Policy, we may approve a full or partial refund depending on the amount of service work already completed.

Nothing in this Policy removes any refund, cancellation, or consumer right that cannot lawfully be excluded or restricted under applicable law.

4. Non-Refundable and Partially Completed Services

Unless required by applicable law, a full refund may not be available after substantial work has already been performed or the customer has received the principal benefit of the purchased service.

This may include completed Facebook Shop reviews, Meta Shop optimization, Google Merchant Center reviews, product feed reviews, Search Ads reviews, TikTok Shop reviews, TikTok Shop maintenance, configuration analysis, written recommendations, reports, or other completed platform support work.

If an order is cancelled after work has started but before the entire service has been completed, we may issue a partial refund where appropriate. Any refund may be reduced by the reasonable value of work already performed and any non-recoverable third-party costs directly associated with the order.

Refunds are generally not provided solely because the customer changes their mind after work has started, fails to provide required information, provides inaccurate or incomplete information, changes platform settings after our review, or does not follow recommendations supplied as part of the service.

Refunds are also generally not available for outcomes controlled by independent third-party platforms.

Meta, Google, TikTok, and other third-party platforms independently control account eligibility, advertising approvals, merchant approvals, product approvals, policy enforcement, rankings, traffic, platform functionality, and account restrictions.

Purchasing a service from SILTFERN, LLC does not guarantee advertising approval, merchant approval, account reinstatement, removal of platform restrictions, increased sales, increased traffic, improved rankings, or any particular commercial result.

5. How to Request a Refund or Cancellation

All refund, cancellation, or service-change requests must be submitted directly to our customer service team using the contact information below:

SILTFERN, LLC
1612 K St NW, Ste 505, Washington, DC 20006, US
Email: [email protected]
Phone: +1 (202) 984-7077
Website: siltfern.com

Please include your full name, order number, purchasing email address, service name, reason for the request, and any relevant screenshots, documents, or other information that may help us review the matter.

We normally review a complete refund or cancellation request within 7 business days after receiving all information reasonably necessary to evaluate the request.

If additional information is required, we may contact you before making a decision. The review period may begin once the information reasonably required to assess the request has been received.

We will notify you by email or another appropriate communication method when the request has been approved, declined, or requires additional information.

6. Approved Refunds and Processing Time

If a refund is approved, the refund will normally be issued to the original payment method used for the transaction.

SILTFERN, LLC will normally initiate an approved refund within 7 business days after the refund has been approved.

For purposes of this Policy, business days mean Monday through Friday, excluding United States federal holidays.

Saturdays, Sundays, and United States federal holidays are not counted when calculating the 7-business-day periods described in this Policy.

After we initiate a refund, additional processing time may be required by Stripe, PayPal, a card network, issuing bank, financial institution, or another payment provider before the refunded amount appears in the customer's account.

This additional financial institution processing time is outside SILTFERN, LLC's direct control and is separate from the 7 business days allowed for us to initiate an approved refund.

If you have received confirmation that a refund was issued but the funds have not appeared after your payment provider's normal processing period, please contact your bank or payment provider first and then contact us at [email protected] if further assistance is required.

7. Service Changes

If you need to change a service after placing an order, please contact us as soon as possible.

A requested change may be accepted if work has not yet progressed beyond the point where the change can reasonably be made.

Requests that add another platform, advertising account, merchant account, store, product feed, campaign, maintenance period, or other work outside the original service scope may require an additional fee or a separate order.

We will inform you before performing material additional work that requires additional payment.

8. Payment Disputes

If you believe a payment is incorrect, duplicated, unauthorised, or connected with a service problem, please contact us promptly at [email protected] so that we can investigate the transaction.

We may request the order number, transaction information, purchasing email address, and other reasonable information needed to identify the payment and review the issue.

Nothing in this section prevents a customer from exercising any payment dispute or consumer protection right available under applicable law or the rules of their payment provider.

9. Third-Party Platform Issues

Our services may involve independent platforms including Meta, Facebook, Google, Google Merchant Center, Google Ads, TikTok, TikTok Shop, payment providers, website platforms, or other third-party services.

Third-party platforms operate under their own rules, policies, systems, review procedures, and technical conditions.

A change in a third-party platform's policies, account status, advertising decision, merchant decision, product status, algorithm, technical functionality, or availability does not automatically mean that a service provided by SILTFERN, LLC was defective.

Refund requests involving third-party platform decisions will therefore be assessed based on whether SILTFERN, LLC performed the services included in the customer's order, rather than solely on the final decision or commercial outcome produced by the third-party platform.

10. Contact Us

If you have questions about a refund, cancellation, service change, or this Policy, please contact:

SILTFERN, LLC
1612 K St NW, Ste 505, Washington, DC 20006, US
Email: [email protected]
Phone: +1 (202) 984-7077
Website: siltfern.com

When contacting us about an existing order, including your order number and purchasing email address will normally help us review the request more efficiently.