Company Policy
At Socialyte, we are committed to delivering high-quality, strategic social media content for every client we work with. To protect the integrity of our work and ensure a smooth experience on both sides, the following policies apply to all engagements.
PACKAGE STRUCTURE & MONTHLY RETAINER
All Socialyte packages operate on a monthly retainer basis. Each billing cycle covers a defined scope of deliverables — strategy, content production, editing, scheduling, and account management as outlined in the client's selected package.
Retainer fees are due at the start of each billing cycle and are non-negotiable regardless of the volume of content consumed within that period.
ONBOARDING REQUIREMENTS
Required onboarding steps including completion of the intake form, asset submission, social media account access, and kickoff call attendance — must be completed within the first 7 days of the billing cycle.Delays in completing onboarding steps will result in a shortened production window for that cycle. Time lost due to incomplete onboarding does not extend the billing period or qualify for a refund or credit.
UNUSED CREDITS & ROLLOVER POLICY
Unused content credits, production sessions, or deliverables do not roll over to the following month. Each billing cycle is self-contained. A la carte services and credits must be used within 6 weeks (42 days) of purchase. If a client's delayed response, late asset submission, or failure to complete onboarding results in fewer deliverables being produced, no adjustment, credit, or rollover will be applied.
CONTENT & TIMELINES
Our content plans are built intentionally around your goals and agreed monthly strategy. If required inputs such as filming, assets, approvals, or brand materials are delayed, production and posting timelines will shift accordingly. We are unable to rush or improvise content when planned inputs are not available. Consistency and preparation are critical to performance.
STRATEGY ALIGNMENT
We execute based on the agreed monthly strategy. Posting content outside of the approved plan, changing direction mid-cycle, or submitting last-minute content outside of scope can disrupt performance and workflow. For best results, we recommend adhering to the aligned strategy throughout the cycle. If strategic changes are needed, they will be discussed during your Monthly Review & Recalibration.
CREATIVE REVIEW & APPROVALS
Our team handles internal creative review to maintain quality and momentum. By default, content is reviewed and approved internally by our Creative Strategist before publishing. If you prefer to review content before posting, please let us know in advance. In those cases, a 3-business-day review window will apply. If feedback is not received within that window, content may proceed as scheduled to avoid delays.
REVISIONS & CHANGES
Revisions apply to edits within the originally approved direction and brief. Major strategy shifts, new content directions, or scope changes mid-cycle may impact timelines and may require additional planning or service adjustments.
CLIENT RESPONSE & DELAYS
Timely client participation is essential to a successful engagement. If required inputs — including footage, brand assets, approvals, or feedback are not received within the timeframes outlined by the account manager, production timelines will shift accordingly. Socialyte will not be held responsible for delays caused by the client, and such delays do not constitute grounds for a refund, service credit, or extension of the billing period.
COMMUNICATION
ClickUp is our primary communication channel. All project communication should remain in the designated client channel. Please avoid sending project updates via email or text. Tag team members using @ when needed.
Our team is available Monday–Friday, 9:00 AM – 6:00 PM CST. Messages can be sent anytime. We typically respond within 1 business hour during working hours. We do not support unscheduled calls outside of booked sync sessions unless it is a true emergency.
CALLS & SYNCS
Calls are scheduled intentionally when needed for strategy alignment, filming coordination, or monthly reviews. Outside of scheduled syncs, all communication will remain in ClickUp.
RESULTS & PERFORMANCE
Performance depends on consistency, timely input delivery, adherence to strategy, and collaborative communication. Delays in content delivery, significant direction changes, or inconsistent posting may impact results.
REFUND POLICY
All sales are final. Socialyte does not offer refunds.
From the moment a payment is confirmed, our team immediately commits time, resources, creative strategy, and production capacity to your account. This investment begins at the start of your engagement — not at the point of delivery — and cannot be recovered once commenced.
Refunds will not be issued under any of the following circumstances:
-
The client changes their mind after payment has been made
-
The client is dissatisfied with the creative direction after work has commenced
-
Content has been produced but not yet posted or delivered
-
Required inputs such as footage, assets, or approvals were delayed by the client
-
The client disengages from the agreement mid-cycle
-
The client initiates a chargeback or payment dispute with their bank or card provider
Partial refunds, pro-rated adjustments, and service credits are not available unless explicitly agreed upon in writing by both parties prior to the engagement commencing.
If you have any questions or need clarification, please reach out directly in your ClickUp channel. We are here to ensure execution stays clear, efficient, and aligned with your growth goals.