Refund & Cancellation Policy

1. Overview

The specific fees, billing cycle, and commitment period for your engagement are set out in your Service Agreement. This policy describes our general approach to payment, cancellation, and refunds. Where a signed Service Agreement contains terms that differ from this policy on a specific point, the Service Agreement controls.

2. Billing and Payment

Our services are generally provided on a recurring monthly retainer, project, or milestone basis, as described in your Service Agreement. Unless otherwise agreed, monthly retainers are billed in advance for the upcoming service period, and project or milestone fees are billed according to the schedule set out in your agreement. All fees are quoted in United States Dollars and are exclusive of applicable taxes, third-party advertising spend, and software or platform subscriptions, which remain your responsibility.

3. Nature of Our Services

Our services are professional services that require the commitment of time, expertise, and resources, often beginning well before measurable outcomes appear. Much of the value we deliver — strategy, system design, configuration, and creative development — is produced early in an engagement. For this reason, fees for work already performed or resources already committed are generally non-refundable, as further described below.

4. Cancellation by You

You may cancel an ongoing engagement by providing written notice in accordance with the notice period specified in your Service Agreement. Unless otherwise stated, we request a minimum of thirty (30) days’ written notice for recurring retainer engagements. During the notice period, services continue and remain billable, allowing for an orderly transition and the completion of work in progress.

Cancellation does not relieve you of the obligation to pay for services rendered and resources committed up to and including the effective end of the notice period.

5. Cancellation by Us

We may suspend or terminate an engagement if payment obligations are not met, if you breach our Terms of Service or Acceptable Use Policy, or if continuing the engagement would require us to act unlawfully or contrary to platform policies. Where we terminate for these reasons, fees accrued through the termination date remain payable, and refunds, if any, will be handled in accordance with this policy.

6. Refund Eligibility

Because our services are performed progressively and resources are committed in advance, refunds are limited. In general:

(a) fees for services already performed, time already spent, and third-party costs already incurred are non-refundable;

(b) where you have prepaid for a service period that has not yet begun and no significant preparatory work has been performed, we will, on request, refund the unused and unstarted portion;

(c) third-party advertising spend, platform fees, and software subscriptions are governed by the policies of those third parties and are not refundable by us; and

(d) any refund expressly provided for in your Service Agreement will be honored according to its terms.

7. Requesting a Refund

To request a refund, please contact us in writing using the details at the end of this policy, describing the engagement and the basis for your request. We will review each request in good faith and respond within a reasonable time. Approved refunds are issued using the original payment method where practicable.

8. Chargebacks

If you have a concern about a charge, we ask that you contact us first so that we can work toward a resolution. Initiating a chargeback or payment dispute without first attempting to resolve the matter with us may be treated as a breach of your Service Agreement and may result in suspension of services. We reserve the right to dispute chargebacks that we believe are unwarranted and to provide documentation of the services rendered.

9. Effect of Cancellation

Upon the effective date of cancellation, we will cease performing services, finalize outstanding invoices, and, where applicable and agreed, provide reasonable assistance with the transition of materials and access. Provisions of our Terms of Service that are intended to survive termination — including those relating to intellectual property, confidentiality, and limitation of liability — continue to apply.

10. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes in our services, business practices, or legal requirements. The “Last updated” date at the top of this page indicates when the latest revision took effect. Changes do not retroactively alter the terms of engagements already in progress, which continue to be governed by the policy and Service Agreement in effect at the time.