Refund & balance policy
How unused advertising prepayments are refunded, how consumed media and earned fees are treated, and how disputes are handled — including our response-time commitments. This policy forms part of every service agreement.
What happens to money that was not spent
When a campaign period or engagement ends, the unused portion of the client's advertising prepayment — the remaining available balance after recorded media usage and service fees — is handled per the service agreement, at the client's election:
Option A — Refund
The unused balance is refunded to the original payment method within 7–14 business days of confirmation. The refund appears as the line item Refund — Unused Media Balance (per service agreement) on the final statement.
Option B — Credit forward
The unused balance is credited toward the next campaign period under a new or amended service agreement. The client's usage ledger carries the balance forward without interruption.
What is not refundable
Amounts already consumed by media delivery are settled against media platform invoices and are not refundable, because the advertising has already run and the media cost is irreversible. Service fees for work already performed are likewise not refundable. On performance-based engagements, the portion of the performance fee already earned against agreed CPA/ROAS targets is retained; any performance fee that was prepaid but not earned against the agreed targets is refunded with the unused balance.
Four-step dispute process
Contact
Email {{COMPANY_EMAIL}} with the campaign or invoice in question. We acknowledge every dispute in writing within 2 business days and assign a named case owner.
Reconciliation
We reconcile your usage ledger against media platform invoices and fee lines for the disputed period, and share the reconciliation with you in writing.
Resolution
We propose a resolution in writing based on the reconciled records — correction, explanation, or refund — and confirm it with you before acting.
Refund where due
Where a refund is due, it is paid to the original payment method within 7–14 business days of the confirmed resolution.
Response times
- Dispute acknowledgment
- Within 2 business days of receipt, in writing, with a case ID and named case owner.
- Refund processing
- Within 7–14 business days of confirmation, to the original payment method.
- General inquiries
- Within 2 business days, to {{COMPANY_EMAIL}}.
- Chargebacks
- We ask clients to contact us first — most issues resolve faster through reconciliation than through a chargeback. We respond to any chargeback with the full ledger, invoice, and agreement record.