Refund is only available when the goal rank is not achieved at the end of the package. (Please note that the rank should be the time-period average rank, such as a one-month average or three-month average). In any case, the value corresponding to the ranking achieved during this period will always be deducted from the total received.
We are incredibly pleased with the new Alexa ranking that you have gained for us. We certainly could not have done it ourselves. Your company is a valuable partner. I would be happy to recommend you to any business looking to strengthen their online presence.