Cancellations before services begin

If a cancellation request is received before service initiation, kickoff, or resource allocation, we may approve a refund of prepaid service fees after deducting unrecoverable charges.

• Request must be submitted in writing by an authorized client representative.
• Administrative, payment processing, and committed setup costs may be deducted where applicable.

Cancellations after services begin

Once work has started, cancellation does not automatically entitle the client to a full refund. Fees corresponding to time, planning, execution, and management already delivered are treated as earned.

• Discovery, research, strategy, setup, and active implementation work are billable once performed.
• Any outstanding approved fees remain payable based on documented work status.

Treatment of unperformed work

For prepaid amounts tied to clearly unperformed and undelivered service components, we conduct a reconciliation. Eligible balances may be refunded or credited, depending on the agreement and written client preference.

Non-refundable completed work and approved deliverables

Work already completed, submitted, or approved is non-refundable. This includes delivered outputs, approved campaign assets, completed consulting sessions, and other milestones accepted by the client.

Third-party platform and advertising spend treatment

Third-party costs are separate from our service fees. Media spend and platform payments are generally governed by the relevant third-party provider terms and are usually non-refundable through our company.

• Examples include ad spend, platform fees, boosted-post costs, marketplace fees, and similar direct third-party charges.
• Where applicable, clients may pursue refund requests directly with the third-party platform under that platform’s own policy.

Written cancellation notice requirements

For engagements handled by the Philippine entity, cancellations must be submitted in writing through the official contact channel and should include enough information to validate and process the request.

• Client legal name and authorized contact details
• Project or service reference and requested cancellation effective date
• Reason for cancellation and any relevant supporting context

Provider-initiated termination grounds

We may suspend or terminate services for legitimate grounds, including material non-payment, abusive conduct, unlawful use of services, repeated non-cooperation, or materially inaccurate client information affecting compliance.

Refund processing approach

When a refund is approved, we issue a written reconciliation summary and process the amount through a commercially reasonable method, typically back to the original payment source where feasible. Actual posting timelines depend on payment channels and financial institutions.

Preservation of mandatory rights under Philippine law, and dispute-resolution/contact guidance

Nothing in this policy waives or limits any non-waivable consumer or mandatory legal rights available under applicable Philippine law. If a concern remains unresolved, please submit a written dispute summary so both parties can attempt good-faith resolution based on documented facts and contractual terms.

For assistance, contact us through our Contact page or via email at [email protected].