Refund Policy

This Refund Policy ("Policy") sets out the terms under which Adverthetrix Marketing ("we," "us," or "our") handles refund requests from clients ("you" or "Client") for marketing, design, development, and consulting services. This Policy is incorporated into and forms part of our Terms of Service. By engaging our services, you acknowledge and agree to the terms of this Policy.

We take our commitments to clients seriously and strive to deliver exceptional results. At the same time, the nature of professional services — involving time, expertise, and resources that cannot be reclaimed once expended — requires clear policies about when refunds are appropriate and how disputes are handled.

1. General Refund Philosophy

Digital marketing and creative services involve the allocation of skilled labor, proprietary methodologies, platform access, strategic planning time, and third-party resources. Because these inputs are consumed in the process of delivering services — even when final outcomes are still being optimized — our refund policy distinguishes between services not yet commenced, services partially rendered, and services fully delivered.

We believe in fair dealing and will work collaboratively with any client who has a legitimate concern about the quality or delivery of our services. Our first approach to any dispute is always resolution and remediation rather than refund. We encourage clients to contact us at the earliest sign of a concern so that we have the opportunity to address it proactively.

2. Retainer and Monthly Service Fees

2.1 Prepaid Monthly Retainers

Monthly retainer fees paid in advance are generally non-refundable once the billing period has commenced, as our team will have allocated dedicated time and resources to your account based on the contracted scope. However, we recognize that exceptional circumstances arise, and we apply the following framework:

• Cancellation before service commencement: If you cancel a monthly retainer agreement in writing before the start date of the first billing period, you are entitled to a full refund of any prepaid fees for that period.
• Cancellation within the first 7 days of a new billing period: If you provide written cancellation notice within seven (7) calendar days of the start of a billing period and we have not yet delivered any material work product or commenced significant campaign activity for that period, we will evaluate the situation and may issue a pro-rata refund at our discretion.
• Cancellation after the 7-day window: Retainer fees for the current billing period are non-refundable. Services will continue through the end of the paid billing period unless early termination is mutually agreed.
• Notice requirements: To cancel a retainer engagement, you must provide written notice as specified in your Service Agreement (typically 30 days). Failure to provide proper notice may result in the forfeiture of any applicable refund consideration.

3. Project-Based Fees

3.1 Upfront Deposits

Many project engagements require a non-refundable deposit (typically 25–50% of the total project fee) to be paid before project commencement. This deposit covers initial strategy, research, discovery work, project planning, and team allocation. Deposits are explicitly non-refundable and are clearly designated as such in all Service Agreements.

3.2 Milestone Payments

For projects structured with milestone-based payments, each milestone payment becomes non-refundable upon our satisfactory delivery of the work product associated with that milestone and your written approval (explicit or implied through non-objection within the review period specified in the SOW). If you decline to approve a milestone deliverable, you must provide written notice specifying the deficiencies within the review period; failure to provide such notice within the review period constitutes deemed approval.

3.3 Final Payments

Final project payments represent compensation for the complete delivery of all contracted work product. Upon delivery of final files, code, or assets, the final payment is non-refundable.

3.4 Partial Refunds for Incomplete Projects

If we are unable to complete a contracted project due to circumstances within our control (e.g., failure to assign adequate resources or deliver work within the agreed timeline without justification), we will negotiate a fair and reasonable partial refund in proportion to the undelivered work. Circumstances outside our control, including client-caused delays, changes in project scope, or failure to provide required materials, do not qualify as grounds for partial refunds.

4. Advertising Spend and Third-Party Costs

All advertising spend, media buying costs, platform fees, stock asset purchases, software subscription fees, and other third-party costs incurred on your behalf are entirely non-refundable. These costs are paid directly to third-party platforms and vendors over which we have no refund authority.

We are not responsible for and cannot refund advertising costs associated with: platform bans or account suspensions resulting from your prior account history or policy violations; sudden and unforeseen changes to third-party platform algorithms, policies, or ad auction dynamics; force majeure events affecting platform availability; or underperformance attributable to market conditions, competitive factors, or the quality of your products and services.

Any platform credits, refunds, or adjustments we recover on your behalf from advertising platforms will be passed through to you or credited to your account promptly.

5. Service Quality Disputes

If you believe that the services delivered do not materially conform to the specifications in your Service Agreement, you must notify us in writing within fifteen (15) days of the delivery of the relevant work product, specifying in reasonable detail the nature of the non-conformance. We will review your concerns and, if substantiated, will remedy the deficiency through one or more of the following at our election: revision and re-delivery of the non-conforming work product, delivery of substitute services of equivalent value, or a partial or full refund of fees paid for the specific non-conforming deliverable.

Quality disputes do not entitle you to withhold payment for unrelated services or for portions of services already satisfactorily delivered.

6. Eligibility Exclusions

The following circumstances explicitly do not qualify for refunds:

• Change of mind, change of business direction, or change of marketing strategy after services have commenced.
• Failure to use or implement delivered work product within your business.
• Underperformance attributable to factors outside our direct control, including algorithm changes, increased market competition, economic conditions, or the quality, pricing, or availability of your products and services.
• Delays caused by your failure to provide required approvals, content, access credentials, or information in a timely manner.
• Dissatisfaction with deliverables that were approved (explicitly or by non-objection) during the review period.
• Services for which a non-refundable deposit or payment was clearly disclosed and agreed upon at the time of contracting.
• Situations where we have already provided significant rework or revisions to address previously raised concerns.
• Requests made more than thirty (30) days after delivery of the relevant work product.

7. How to Request a Refund

All refund requests must be submitted in writing to support@adverthetrix-marketing.com with the subject line "Refund Request — [Your Company Name]." Your written request must include: your full name and company name, the Service Agreement or invoice number(s) in question, the specific service(s) for which a refund is sought, the amount you believe should be refunded, and a detailed explanation of the basis for your request.

We will acknowledge receipt of your request within three (3) business days and provide a substantive response within ten (10) business days. Where additional information is needed, we may request supplemental documentation or arrange a call with our client success team.

Approved refunds will be issued to the original payment method within ten (10) business days of approval. Processing times may vary depending on your payment provider.

8. Chargebacks and Payment Disputes

We strongly encourage you to contact us directly before initiating a chargeback with your payment provider or bank. Chargebacks initiated without first seeking resolution with us in good faith may be disputed, and we reserve the right to provide all relevant documentation to your payment provider to contest unsubstantiated chargeback claims. Initiating a chargeback does not suspend our right to collect legitimately owed fees through other legal means.

9. Amendments

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website and will not apply retroactively to services already contracted or in progress under a prior version of this Policy.