Refund Policy

1. Service Types and Refund Eligibility

Our refund eligibility varies based on the type of service provided:

Project-Based Services

For project-based services (such as campaign development, creative production, or strategy development), the following refund terms apply:

• Initial deposits (typically 50% of the project fee) are non-refundable once work has commenced
• Remaining balances may be eligible for partial refunds based on the stage of project completion
• Projects canceled before any work has begun are eligible for a full refund minus a 10% administrative fee

Retainer Services

For ongoing retainer services (such as monthly media management or ongoing consultation), the following terms apply:

• Monthly retainer fees are billed in advance and are non-refundable for the current month
• Clients may cancel future retainer services with 30 days' written notice without penalty
• No partial refunds are provided for unused portions of the current month

Media Buying Services

For media buying and placement services, the following refund terms apply:

• Our agency fees are refundable according to the project or retainer terms above
• Media spend that has already been placed with media vendors is subject to the refund policies of those vendors
• We will make reasonable efforts to cancel unspent media placements, but cannot guarantee refunds from third-party platforms

Consultation and Training Services

For consultation sessions, workshops, or training services:

• Cancellations made more than 7 days before a scheduled session are eligible for a full refund
• Cancellations made 3-7 days before a scheduled session are eligible for a 50% refund
• Cancellations made less than 3 days before a scheduled session are not eligible for a refund
• Missed sessions without prior notice are not eligible for refunds or rescheduling

2. Conditions for Refund

Refunds may be considered under the following conditions:

Service Quality Issues

If you believe our services did not meet the standards outlined in our service agreement, you may request a refund by:

• Submitting a detailed explanation of how the services failed to meet the agreed-upon specifications
• Providing documentation or evidence supporting your claim
• Allowing us a reasonable opportunity to address and rectify the issues

Technical Failures

If technical failures on our part prevented the delivery of services as promised, refunds may be issued after:

• Verification of the technical issue by our technical team
• Determination that the failure was within our control
• Confirmation that the issue could not be resolved in a timely manner

Duplicate Charges

In the event of duplicate charges or billing errors, full refunds will be processed promptly upon verification.

Service Cancellation

Refunds for service cancellations are processed according to the terms outlined in Section 1 (Service Types and Refund Eligibility) and Section 4 (Cancellation Policy).

3. Refund Process and Timeline

How to Request a Refund

To request a refund, please follow these steps:

1. Contact your account manager directly or email billing@mediapulse.agency with the subject line "Refund Request"
2. Include your full name, company name, invoice number(s), and the date(s) of service
3. Provide a detailed explanation for the refund request
4. Attach any relevant documentation supporting your request

Review Process

Upon receiving your refund request, we will:

1. Acknowledge receipt of your request within 2 business days
2. Review your request and account history
3. Consult with relevant team members who worked on your services
4. Make a determination based on this policy and the specific circumstances

Refund Timeline

If your refund request is approved:

• We will notify you of the approval and the refund amount
• Refunds will be processed within 10 business days from the date of approval
• The time it takes for the refund to appear in your account depends on your payment method and financial institution (typically 3-10 business days)

4. Cancellation Policy

Cancellation of Project-Based Services

To cancel a project-based service:

• Submit your cancellation request in writing to your project manager or to projects@mediapulse.agency
• Include your project name, project ID, and reason for cancellation
• Projects canceled before work begins: Full refund minus 10% administrative fee
• Projects canceled after work begins: Refund may be prorated based on work completed, materials purchased, and resources allocated

Cancellation of Retainer Services

To cancel ongoing retainer services:

• Submit your cancellation request in writing at least 30 days before the intended end date
• Send your notice to your account manager or to accounts@mediapulse.agency
• Include your account details and the date you wish the services to end
• Services will continue through the end of the notice period
• No refunds will be issued for the notice period

Early Termination Fees

For services with a minimum commitment period:

• Cancellations before the end of the minimum commitment period may incur early termination fees
• These fees are typically calculated as a percentage of the remaining contract value
• Specific termination fees are outlined in your service agreement

5. Payment Methods and Refund Processing

Refund Method

Refunds will be processed using the original payment method:

• Credit/Debit Card payments will be refunded to the same card
• Bank transfers will be refunded via bank transfer to the originating account
• Check payments will be refunded via check
• PayPal payments will be refunded to the PayPal account

Currency and Exchange Rates

Refunds will be processed in the same currency as the original payment. If currency exchange is involved:

• The refund amount may differ from the original payment due to exchange rate fluctuations
• We are not responsible for any differences caused by exchange rate changes
• Any fees associated with currency conversion are the responsibility of the client

Processing Fees

Please note that:

• Transaction fees charged by payment processors for the original payment are typically non-refundable
• These fees may be deducted from the refund amount
• Administrative fees may apply as outlined in your service agreement

6. Exceptions and Special Circumstances

Custom Projects and Services

For highly customized projects or services:

• Custom terms may be specified in your individual service agreement
• These terms supersede the general refund policy when explicitly stated
• Review your service agreement for specific refund terms related to custom work

Force Majeure Events

In cases of force majeure events (such as natural disasters, pandemics, wars, or other circumstances beyond our control):

• We may offer service extensions rather than refunds
• Alternative solutions will be proposed where possible
• Each situation will be evaluated on a case-by-case basis

Third-Party Services

For services that involve third-party vendors (such as media platforms, software subscriptions, or production companies):

• Refunds are subject to the refund policies of these third-party providers
• We will advocate on your behalf to secure refunds when appropriate
• We cannot guarantee refunds for third-party costs that have already been incurred

Hardship Considerations

In cases of client hardship or exceptional circumstances:

• We may consider exceptions to our standard refund policy
• These exceptions are made at our sole discretion
• Contact our client services team to discuss your specific situation

7. Satisfaction Guarantee

At MediaPulse, we stand behind the quality of our services:

Our Commitment

• We are committed to delivering services that meet or exceed the specifications outlined in our agreements
• We strive for transparent communication throughout the service delivery process
• We aim to address any concerns promptly and effectively

Service Adjustments

If you are not completely satisfied with our services:

• We will work with you to identify specific concerns
• We will offer revisions or adjustments as outlined in your service agreement
• We may offer additional services or extended support to ensure your satisfaction

Before requesting a refund, we encourage clients to communicate any concerns so that we can attempt to address them to your satisfaction.

8. Dispute Resolution

If you disagree with a refund decision or have concerns about our services:

Initial Review

• First, contact your account manager to discuss your concerns
• Provide detailed information about the issue and your desired resolution
• We will review your case and respond within 5 business days

Escalation Process

If your concern is not resolved to your satisfaction:

• You may escalate the matter to our Client Services Director by emailing clientservices@mediapulse.agency
• Include all previous correspondence and a clear explanation of your unresolved concerns
• Our Client Services Director will review your case and provide a final determination within 10 business days

External Resolution

If we cannot resolve the dispute internally:

• We may agree to engage a neutral third-party mediator
• The cost of mediation will be shared equally between both parties
• Further dispute resolution procedures are outlined in our Terms & Conditions

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time:

• We will post the updated policy on our website with a revised "Last Updated" date
• For significant changes, we may notify clients directly via email
• Continued use of our services after policy changes constitutes acceptance of the updated policy
• The refund policy in effect at the time of purchase will apply to that transaction

We recommend reviewing this policy periodically to stay informed of any changes.

10. Contact Information

If you have questions about this Refund Policy or need to request a refund, please contact us through one of the following channels:

Our business hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding holidays.

We strive to respond to all inquiries within 2 business days.