Refund Policy

What this policy covers

This policy applies to Urban AdMark’s own professional fees (retainers, project fees, strategy blocks, and similar) once invoiced in line with the engagement. It does not change separate agreements you have with ad platforms, software vendors, or other third parties, or the refund windows those providers offer. If your order form or SOW says something different for a specific engagement, the written engagement terms take precedence for that engagement.

General principle

Fees pay for professional time, senior judgement, team capacity, and systems — not just “hours on a stopwatch.” Once work has started in a billing period (including preparation, access handover, or internal scheduling reserved for you), that period is generally non-refundable, because delivery or partial delivery may already be in motion and opportunity cost has been committed.

Before work starts

If you pay an advance or first invoice and we have not yet begun substantive work (no kick-off, no material strategy delivery, and no team allocation), you may request a refund within 7 calendar days of the payment clearing. We will confirm eligibility in writing (email or chat) and, if approved, process the refund to the original method where banking rules allow, typically within 10–15 business days of approval, subject to your bank’s processing times.

If a payment gateway, wallet, or international transfer fee was deducted on the way in, only the net amount we received may be returnable, unless the law requires otherwise for your situation.

After work starts

Retainers and project fees for the current period are typically not refundable after delivery has begun, including: account or catalog access shared, discovery or strategy calls held, copy or creative work produced, campaigns drafted or live, or landing/technical deliverables in progress. If you choose to stop mid-term, you remain responsible for fees that accrued up to the effective date in your notice and cancellation terms (often 15–30 days for retainers, as stated in your document — if nothing is stated, we align with what was last agreed in writing for that project).

Credit notes & partial adjustments

In some cases, instead of a cash refund, we may agree a service credit toward a future block of work, or a partial adjustment if we did not provide an agreed deliverable for reasons within our control. Any such arrangement is recorded in email or a short written summary so both sides are clear. Credits are not transferable to third parties and typically expire if unused within the window stated in the credit note.

Cancellations & notice periods

Cancelling future scheduled work in line with your notice clause does not automatically “undo” work already done or the current month’s retainer; it shapes what happens after the notice period. No-shows for confirmed strategy calls may be logged and counted where our engagement terms say so, without implying a new refund right beyond this policy and your SOW.

Third-party & media costs

Amounts passed through to or paid directly for ad accounts (Meta, Google, etc.), domain purchases, software licences, stock assets, or specialist contractors are not “Urban AdMark fees” and are generally non-refundable by us — they follow each vendor’s or platform’s rules. Where we pre-paid on your behalf, reconciliation follows the pass-through and markup rules in your engagement.

Taxes (e.g. GST)

If GST or other tax was collected on a fee and a refund of that fee is approved, we will follow applicable tax rules (including issuing credit or debit notes in GST where required) so your books and our filings stay aligned. The timing of tax adjustments may differ slightly from the date cash hits your account.

How long review takes

When you write to us with a clear description of the invoice, amount, and reason, our finance and delivery leads aim to acknowledge within a few business days and conclude a first-pass review within about 10 business days for simple cases, or longer if we need access logs, campaign history, or inputs from you. Complex disputes may use a mutually agreed review window.

Disputes & chargebacks

We treat card chargebacks, wallet disputes, and bank “charge disputes” as serious: please contact us first so we can correct genuine billing errors. Raising a payment dispute without notice can slow work and may affect ongoing engagements under your contract. We cooperate with good-faith evidence-based resolution and legal requirements.

Contact

For refund, invoice, or reconciliation questions, email finance@urbanadmark.com with the invoice number, payment date, and a short description. You can also message us on WhatsApp and we will direct the thread to the right owner.