Payment and Refund Policy
How payment works and when a refund applies.
In Short
Payment is made upfront. Fees are non-refundable, except for the late-delivery remedy below.
How Payment Works
The order is always: (1) the contract is signed, (2) you send the payment, (3) work starts once the payment is confirmed in the Agency's bank account. Work does not start before both steps are done.
Why Fees Are Non-Refundable
We provide a service business with short delivery times, consistent support and a limited number of agreed revision rounds. Time and capacity are set aside for your project from the day it starts, so fees paid are not refunded once work has begun.
The One Exception: Late Delivery
If we miss a committed delivery date and did not tell you at least 2 Business Days (Monday to Friday) beforehand, you are entitled to a partial refund of 5% of the fee you paid for each Business Day of delay, up to a maximum of 25%, and you still receive the complete service. Example: if delivery was due on a Monday, we must tell you by the Friday before; Saturday and Sunday do not count. If you both agree in writing to let the date move, no refund is due. Dates also move for client delays and force majeure as set out in our General terms.
Suspension for Non-Payment
If an invoice is unpaid or disputed, we may suspend services and withhold deliverables, and ownership of the work does not pass until you have paid in full.
Taxes and Platform Fees
Fees exclude taxes. You bear all platform and payment fees on money coming in (your payments) and going out (refunds), up to 3% of each transaction. Refunds, where due, are paid to the original payer in the original currency, less those fees.
Contact
Questions about payments: help@adgencymedia.com. The signed contract controls if it differs from this page.