Refund Policy
How fees, cancellations and refund requests are handled across engagements.
Scope
This policy covers retainers and fixed-scope projects contracted with us. Where your signed service agreement addresses the same subject, that agreement prevails.
Retainers and project fees
Retainers are invoiced monthly in advance and cover the work performed in that month. Fixed-scope projects are invoiced against agreed milestones, each payable on delivery of that milestone.
Third-party costs — media spend, licences, stock assets — are billed at cost and are not refundable once committed to the platform or vendor.
Cancellation
Either party may end a retainer with thirty days’ written notice. The current month is payable in full and the notice period is worked normally, so nothing is left mid-flight.
For fixed-scope projects, cancellation stops work at the end of the milestone in progress. Completed and in-progress milestones are payable; milestones not yet started are not.
Refund eligibility
If we fail to deliver a milestone we contracted for, and cannot put it right within fifteen business days of you raising it, we refund the fee for that milestone in full.
We do not issue refunds for work that was delivered as scoped, for advertising performance falling short of a hoped-for target, or for changes in your own strategy after work has begun.
How to request a refund
Email konvectmedia@gmail.com with the invoice number and what went wrong. We acknowledge within two business days and give a decision within ten. Approved refunds are returned to the original payment method within fifteen business days.