Terms of Service

1. Who we are

These terms govern services provided by Serafini d.o.o., a company registered in Croatia, trading as Serafinity ("we", "us", "our").

• Registered address: Serafini d.o.o., Horvatovac 76B, 10000 Zagreb, Croatia
• Company registration number (OIB): 57640459658
• VAT number: HR57640459658
• Email: support@serafinity.com

2. Business customers only

Our services are sold to businesses only. By purchasing, you confirm you are acting for purposes relating to your trade, business, craft or profession, and not as a consumer. This includes sole traders and freelancers purchasing for their business. Statutory consumer rights, including the right of withdrawal for digital services, do not apply.

3. What we provide

We produce written audits of advertising accounts. Depending on the tier purchased, an audit covers the advertising account, the conversion path after the click, and a forward plan. The specific inclusions of each tier are those stated on our website at the time of purchase.

We do not manage, operate or place advertising for the accounts we audit. We do not accept management work on an account we have audited, and we do not receive commission, referral fees or any other payment from any third party in connection with findings in an audit.

4. How we communicate

Everything we deliver is written. You send changes, questions and requests by noting them on your onboarding form, and we reply by email. Guarantee claims and complaints go to support@serafinity.com, as set out in sections 10 and 22. We do not hold calls, video meetings or live walkthroughs as part of any engagement. This is a feature of the service, not a limitation, and it is reflected in our pricing.

5. Pricing, bands and payment

Prices are set by your trailing 6-month advertising spend on the account being audited, in the bands published on our website. You select your band at checkout. Payment is due in full at purchase.

We verify your actual spend once access is granted. If your spend is above the band you selected, we will invoice the difference before work begins, or refund you in full if you prefer not to proceed. If it is below the band you selected, we will provide the next tier up at no additional cost or, where you purchased the Full Audit, one to two months of written oversight while you carry out the execution plan. If your spend is below €30,000 over the trailing 6 months, we will contact you about next steps before any work begins.

Prices are exclusive of VAT. VAT is applied at checkout where applicable. Business customers in the EU outside Croatia who supply a valid VAT identification number may be zero-rated under the reverse charge mechanism. Where a VAT number supplied at checkout is found to be invalid, we will invoice the applicable VAT before work begins.

6. Access and the delivery clock

Work begins when two things are complete: the onboarding form is submitted, and read-only access to the advertising account is granted. Delivery times are stated in working days and are counted from that point, not from the date of payment.

We require read-only access only. We do not make changes to your account.

If access has not been granted within 7 days of purchase, we will contact you. With your agreement we will either wait, or proceed using publicly available information only. An audit produced without account access necessarily excludes account-level findings and is not covered by the guarantee in section 10.

If access is never granted and you have not asked us to proceed on public information, either party may end the engagement and we will refund you in full within 14 days of that decision.

7. Onboarding information

The audit is built on the information you provide at onboarding. You are responsible for its accuracy. We are not liable for findings or recommendations that are wrong because the information given to us was wrong.

You may amend your onboarding answers at any time before work begins by noting the change on your onboarding form. We will confirm by email. Once work is underway the answers are fixed, because they have already determined how the analysis is structured.

8. Third-party platforms

Our work depends on advertising platforms we do not control. Outages, reporting delays, changes to platform features or data availability, and the withdrawal of access by you or by a third party may delay delivery or limit what an audit can cover. Where this materially affects delivery we will tell you and agree a revised date with you.

9. No revisions

Audits are delivered as written reports and do not include revisions. The onboarding process exists so that the report answers the questions you have. If you need time to gather information before submitting, the delivery clock does not start until you do.

We will correct factual errors in a delivered report at no charge. A request to reanalyse, reframe or extend the work is a new engagement.

10. The guarantee

The guarantee applies only to the Full Audit tier, and only while our read-only access stays open until verification is complete.

If, after the key changes named in a Full Audit have been implemented, they have not recovered at least three times the fee (excluding VAT) in waste eliminated or conversion value gained, you are entitled to a full refund, subject to the conditions below.

Every Full Audit names between three and five key changes, marked as such in the report. To claim, you must:

• implement those key changes within 90 days of delivery;
• keep read-only access open so that we can verify;
• submit your claim by email to support@serafinity.com by the claim deadline printed on the cover of the report, stating which changes were implemented and when.

The claim deadline is 14 days after the 90-day implementation window closes. It is fixed and does not move.

Verification takes place only when a claim is made. We do not monitor your account during the implementation window. We will complete verification and respond within 14 days of receiving a claim.

The guarantee is void if:

• the named key changes are not implemented within the 90 days;
• spend is increased in a way the report expressly advised against;
• structural changes make the outcome impossible to attribute, including a change of ecommerce or website platform, a rebuild of the site, or a material change in what is being sold;
• advertising is run outside the account we audited, such that the result cannot be measured;
• access is withdrawn before verification is complete.

The guarantee is not affected by ordinary creative refreshes and new ad tests, seasonal variation in performance, scaling spend in line with the ladder set out in the report, or a change of agency or media buyer.

Refunds under the guarantee are made to the original payment method within 30 days of a verified claim.

11. QA support included with the Full Audit

The Full Audit includes one month of QA support, beginning on the date the report is delivered. QA support means answering, by email, the questions you raise on your onboarding form about what the report says, and reviewing changes you have made against its recommendations. It does not include new analysis, additional reporting, implementation work, or access to accounts other than the one audited.

12. Refunds outside the guarantee

Because each audit is produced individually and delivered as a completed work, fees are non-refundable once work has begun, except as set out in sections 5, 6 and 10.

13. Subscriptions

Where an ongoing service such as Oversight is purchased, it is billed monthly in advance and continues until cancelled. You may cancel at any time, effective at the end of the current billing period. Fees already paid for the current period are not refunded. There is no minimum term.

14. Your material and your data

You retain all rights in your own data, creative and other materials. Granting us read-only access gives us permission to view and analyse that material for the purpose of producing your audit, and for no other purpose.

We do not sell your data. We share it only with service providers used to operate our business, such as payment processing and form hosting. How we handle personal data is set out in our Privacy Policy.

Account data is deleted on request, except where we are required by law to retain records, such as invoices and accounting records.

15. Anonymised samples

We may publish anonymised sample audits. Anonymised means the removal of the brand name, domain, account and dataset identifiers, campaign and asset names, product names and any other identifying detail, with currency figures rounded.

You may opt out at onboarding, or at any time afterwards by emailing support@serafinity.com. Where a sample has already been published, we will remove it within 30 days of your request.

16. The report

On full payment, you receive a perpetual, worldwide licence to use the report inside your business, including sharing it with your staff, agencies and advisers. We retain copyright and all other intellectual property rights in the report, our methods and our templates.

You may not resell the report, publish it publicly, or present it as your own work.

17. Confidentiality

We treat everything we see in your account and everything you tell us at onboarding as confidential. We will not disclose it except where required by law, or as permitted under section 15.

18. What we do not promise

An audit is professional analysis and opinion. We do not guarantee any particular commercial outcome, and nothing in a report is a promise of revenue, profit, return on ad spend or any other result. Section 10 is the only exception, and it is a refund commitment, not a performance guarantee.

Implementation is your responsibility. We are not responsible for the consequences of changes you make to your account, your website or your business.

Nothing in our reports constitutes legal, tax, accounting or financial advice.

19. Liability

Our total liability arising out of or in connection with any engagement is limited to the fees you paid for that engagement.

We are not liable for indirect or consequential loss, or for loss of profit, revenue, business, goodwill or data, however arising.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited under Croatian law.

20. Force majeure

Neither party is liable for failure or delay caused by events beyond its reasonable control, including infrastructure or platform failures, network outages, illness, natural events, or acts of government. Where such an event prevents delivery for more than 30 days, either party may end the engagement and we will refund fees paid for work not delivered.

21. Cancellation by us

We may decline or cancel an engagement and refund you in full if the account falls outside what we audit, if we identify a conflict of interest, if the information provided is materially inaccurate, or if the conduct of the engagement becomes abusive.

22. Complaints

If something is wrong, email support@serafinity.com. We respond to complaints within 5 working days.

23. General

If any provision of these terms is found unenforceable, the rest remain in force. These terms, together with the service description on our website at the time of purchase, are the entire agreement between us. You may not assign your rights under them without our written consent. A failure to enforce any provision is not a waiver of it. Nothing in these terms creates a partnership, joint venture or employment relationship between us.

We may update these terms. The version that applies to your purchase is the version published on this page at the time you paid. Material changes take effect only for purchases made after publication.

24. Governing law

These terms are governed by Croatian law. The courts of Zagreb, Croatia have exclusive jurisdiction, without prejudice to any mandatory rules applicable in your own jurisdiction.