Client guidelines & Terms

Service Delivery:

Feedbird strives to deliver high-quality services in a timely manner. We aim to have all deliverables ready within 7 business days after you’ve submitted the onboarding questionnaire unless we are missing information. We aim to have revisions ready within 1-2 business days.

Support Options:‍

Due to our low-cost, high-volume nature, we only offer written communication through our dashboard, live chat, or email as we found this helps us respond faster and provide better support. We don't offer phone support.

Cancellation Policy:

Cancellation requires at least 7 days' notice before the next billing date by messaging your account manager inside the dashboard, live-chat or by emailing hello@feedbird.com.

Refund Policy:

We do not offer refunds. Our team dedicates time and effort to creating bespoke content for our clients. You are paying us for time and work performed. Our work is not contingent upon any form of marketing results.

Satisfaction:

Our talented team is capable of creating fantastic content for you. If unsatisfied with the first deliverable, it may be due to unclear briefing and communication. We're happy to revise based on feedback, so please maintain open communication, provide clear direction, and treat us like an in-house team member to achieve desired results.

Lack of Feedback or Approval:‍

Once we send you the deliverables, we expect you to provide timely feedback or approval. If you delay this, causing time-sensitive posts to become outdated, we will not replace those posts with new ones. If we don’t receive feedback or approval by the time your next month's charge arrives, we will still create the next month of content, so that we keep delivering what you’re paying for. If it’s been more than 30 days since we sent you the posts for approval, you will no longer be able to make any revision requests for that batch.

Scheduling & Posting:

We don’t post content that you haven’t approved. We also can’t post approved content until at least one social media channel is added to our Scheduling Platform. Please monitor your accounts to ensure posts are being published successfully and inform us if it fails to publish.

Connectivity Issues:‍

If you are unable to connect your social media channels to the platform successfully, it does not warrant a refund, as you are paying us to create the actual content and posts for you. If connection issues cannot be resolved, you can download the posts and manually post them on your own. Our posting and scheduling is a free, value-add service. We will do our best to resolve any technical issues within our control.

Respectful Communication:‍

We will not tolerate client behaviour that is rude, impolite, and disrespectful. Clients with such behaviour will be cancelled immediately without warning.

Client Delays After Signup:‍

Our service delivery begins as soon as you have signed up and completed the questionnaire. If you sign up, but then don’t complete the onboarding questionnaire, it does not warrant a refund. Your payment(s) will turn into credits you can use in the future whenever you want, and they will never expire. If the delays are caused by Feedbird, then we are happy to push back the billing date.

Non-Responsiveness:

‍Services will continue even if the client does not respond or approve content. Unapproved content will be automatically approved after one month but not posted until we hear back.