Revision & Refund Policy

Revisions and refunds

Fees and deliverables are agreed in writing before work starts. If an engagement is cancelled before any work has been done, the fee is returned in full. Where work has started, the fee for the part that was completed is retained and the remainder is returned.

If we get something wrong

Tell us. Where a deliverable was not produced, a brief was wrong, a campaign was built against the wrong scope or a promised report was not delivered, we correct it at no charge and, where the error was ours, the fee for that part of the work is returned. Corrections are issued in writing and filed with the original report rather than replacing it silently.

What is not refundable

A campaign that underperformed is not a failed service. A creative that did not resonate, a platform that changed its reach, a competitor who outspent the plan, a season that behaved differently from the last one, or a result you decided not to act on are outcomes, not service failures, and they are not grounds for a refund. Media already spent with the platforms is not ours to return.

How to raise it

Send the engagement name, the month and the point at issue to the desk. Claims about a delivered output are reviewed against the file we hold for that campaign, and you get a written answer within five business days.