Effective Date: December 1, 2023
Last Updated: December 1, 2023
Company: MediaExperts Digital Advertising Agency
Registered Address: [Your Business Address in New Delhi, India]
Contact: support@mediaexperts.online
Website: mediaexperts.online
This Refund Policy outlines the terms and conditions under which refunds are processed by MediaExperts. By engaging our services, you agree to abide by this policy. This policy is designed to be fair to both our clients and our business while complying with Indian consumer protection laws and industry standards.
MediaExperts provides professional advertising management services, which are:
Time-based: Our expertise and time are our primary deliverables
Results-dependent: Outcomes are influenced by market conditions, platform algorithms, and external factors beyond our control
Customized: Services are tailored to each client’s specific needs
Performance-oriented: While we optimize for results, specific outcomes cannot be guaranteed
We do not guarantee specific advertising results including but not limited to:
Specific return on investment (ROI)
Exact number of leads or conversions
Guaranteed cost-per-acquisition (CPA)
Specific view counts or engagement metrics
We are committed to fair treatment of all clients. Refund requests are evaluated on a case-by-case basis considering:
Services rendered
Time invested
Resources utilized
Terms of service agreement
Specific circumstances
Monthly management fees are billed in advance
No refunds for partial months of service
Services commence only after payment receipt
Unused days in a billing cycle are not refundable
If you cancel services mid-month:
Services continue until the end of the paid period
No refunds for remaining days in the billing cycle
Access to our platform and support continues through paid period
Campaign management stops at the end of paid period
Refunds may be considered for advance payments if:
We are unable to commence services as agreed
Technical issues prevent service delivery (not platform-related)
Material breach of our service agreement on our part
Performance fees are calculated based on:
Agreed performance metrics in Statement of Work
Verifiable data from advertising platforms
Time period specified in agreement
Exclusions as defined in agreement
Performance calculations are reviewed monthly
Adjustments made in following month’s invoice
Requires 30 days for data validation and verification
Disputes must be raised within 7 days of invoice receipt
Performance fees are not retroactively refunded
Adjustments apply only to future billing
Historical performance data stands as recorded
For project-based work:
Payments are tied to specific milestones
Refunds not available for completed milestones
Unstarted milestones may be refunded if project cancelled
Cancellation fees may apply as per agreement
If you cancel a project:
Paid for completed work is non-refundable
Work in progress completed to nearest logical stopping point
Materials created become our property unless otherwise paid for
Cancellation fee of 25% of remaining project value may apply
One-time setup fees are:
Non-refundable once work has commenced
Cover initial strategy, account setup, and configuration
Incurred regardless of campaign continuation
Required for any reactivation after 90 days of inactivity
Setup is considered complete when:
All accounts are configured
Tracking is implemented
Initial strategy is delivered
Campaign is ready for launch
The following services and fees are explicitly non-refundable:
Services already rendered and delivered
Hours already worked and documented
Reports already generated and delivered
Strategies already developed and presented
Google Ads spend (billed directly by Google)
Third-party software or tool subscriptions
Stock media or asset purchases
Any costs already incurred on your behalf
Strategy consultation sessions
Training and onboarding sessions
Audit and analysis services
Any time-based consulting services
Account setup and configuration fees
Platform integration fees
Training and documentation fees
Any non-service administrative costs
Refund requests must be submitted:
Within 7 days of invoice payment for service disputes
Within 30 days of service delivery for quality disputes
Before service commencement for advance payments
As specified in your specific service agreement
To request a refund, you must:
Email support@mediaexperts.online with subject “Refund Request”
Include your account information and invoice number
Specify reason for refund request with details
Provide supporting documentation if applicable
Reference relevant section of this policy
Initial response within 3 business days
Evaluation completed within 10 business days
Refund processing within 15 business days of approval
Communication throughout the process
Depending on refund type, we may require:
Proof of payment
Service agreement reference
Communication history
Performance reports
Platform screenshots
Any other relevant documentation
Approved refunds are processed via:
Original payment method (preferred)
Bank transfer (NEFT/RTGS for Indian clients)
Credit to future services (with client consent)
Other methods as mutually agreed
Credit card refunds: 7-10 business days
Bank transfers: 5-7 business days (India)
PayPal/other platforms: As per their processing times
Service credits: Immediate upon approval
Refunds may be subject to:
Transaction fees (if imposed by payment processor)
Administrative processing fee of ₹500 or 2% (whichever is higher)
Value of services already rendered
Any non-refundable components as per agreement
Refunds processed in original currency of payment
GST/TDS refunds processed as per Indian tax regulations
Currency conversion at current rates for international clients
Tax documentation provided as required
If you are dissatisfied with service quality:
We require opportunity to rectify the issue
Refund considered only if issue cannot be resolved
Partial refund proportional to service deficiency
Requires documented evidence of quality issues
No refunds for issues caused by:
Google Ads policy changes
YouTube algorithm updates
Platform outages or technical issues
Market condition changes
Any third-party platform changes
No refunds for problems arising from:
Client-provided inaccurate information
Delayed approvals or feedback
Budget restrictions or changes
Market conditions affecting your industry
Changes in your business circumstances
No refunds for service interruptions due to:
Natural disasters
Government actions
Internet outages
Platform failures
Any circumstances beyond our reasonable control
In many cases, we may offer:
Service credit for future months
Additional services at no extra cost
Extended service period
Enhanced service package
Service credits:
Valid for 6 months from issue date
Non-transferable and non-refundable
Applicable to similar services only
Cannot be combined with other offers
Equivalent to refund amount
No cash value
Cannot be exchanged for cash
Expires if not used within validity period
We prefer to resolve disputes:
Through direct communication
With mutual understanding
Finding win-win solutions
Maintaining positive relationships
If we cannot agree:
We may suggest mediation
Split cost of professional mediator
Non-binding recommendation
Good faith participation required
As last resort:
Governed by laws of India
Jurisdiction in New Delhi courts
Arbitration as per Indian Arbitration Act
Each party bears own legal costs
We reserve the right to:
Update this refund policy periodically
Change terms with 30 days notice
Apply new terms to future services only
Notify existing clients of significant changes
Policy updates communicated via:
Email to registered clients
Website notification
Service dashboard announcement
Direct communication for major changes
Existing clients:
May continue under old policy for current agreements
New terms apply to renewals and new services
Option to discuss policy changes affecting ongoing services
This policy complies with:
Right to seek refunds for deficient services
Transparent refund process requirements
Timely resolution expectations
Fair treatment principles
We adhere to:
Indian e-commerce rules and regulations
Transparent business practices
Fair refund processing timelines
Proper documentation maintenance
Refund processing considers:
GST input tax credit regulations
Proper tax documentation
Compliant invoicing practices
Legal tax handling procedures
For refund-related questions:
Email: support@mediaexperts.online
Subject: Refund Inquiry
Response Time: 1-2 business days
Hours: 10 AM – 6 PM IST, Monday-Friday
If unsatisfied with refund decision:
Request review by senior management
Provide additional documentation
Allow 5 business days for re-evaluation
Final decision communicated in writing
For refund-related documentation:
Allow 3 business days for preparation
May require written request
Subject to confidentiality considerations
May involve reasonable administrative fees
By engaging our services, you acknowledge that:
You have read and understood this refund policy
You agree to its terms and conditions
This policy is part of our service agreement
Refund decisions are final as per this policy
MediaExperts reserves the right to:
Interpret this policy in specific circumstances
Make final decisions on refund eligibility
Consider exceptional circumstances
Update policy interpretation guidelines
All refund decisions are made:
In good faith
Considering all circumstances
With fairness to both parties
Based on available information
Note: This refund policy is designed to protect both our clients and our business while maintaining the highest standards of professional service delivery. We believe in fair treatment and transparent communication in all refund-related matters.
This policy complies with Indian laws and regulations and reflects industry-standard practices for advertising agency services.
For questions or clarifications: support@mediaexperts.online