Refund Policy

If we have not done the work, you should not pay for it. If we have done the work as scoped, the fee is earned even when a platform decides against us.

Every engagement starts with a written scope so that both sides know exactly what “done” means before money changes hands.

• Work not started. A full refund of any prepaid fee if you cancel before we begin work on a fixed-fee project.
• Work not delivered. A full or pro-rata refund where we fail to deliver an agreed deliverable and cannot remedy it within a reasonable period.
• Duplicate or incorrect billing. Refunded in full as soon as it is identified, by either side.
• Service we cannot provide. If, after payment, we determine that a platform’s terms prevent us from delivering what was scoped, we refund the unearned portion of the fee.
• Management fees paid in advance. Pro-rata refund of the unused portion of a monthly management fee where the engagement ends mid-cycle under the notice terms in your agreement.

• Platform decisions. Fees for completed work are not refundable because a platform declined an account, rejected an app, disapproved an ad or suspended an account. Those decisions are outside our control and we never guarantee them.
• Advertising performance. Management fees are not refundable on the basis of campaign results. We charge for the work, not for an outcome we cannot promise.
• Third-party costs. Media spend, ad network deposits, developer programme fees and app store registration fees are paid to those third parties and are subject to their refund policies, not ours.
• Delays caused by missing information. Where a project stalls because required documents or approvals were not provided, work already performed remains payable.
• Prohibited requests. Where an engagement is terminated because a client requested work we do not provide, fees for work already performed are not refunded.

Wherever a platform allows it, you pay media spend directly on your own payment method, so a refund from the platform comes straight back to you and never passes through us.

Where a network requires a deposit into a managed account, the arrangement — including how unused balances are handled — is documented in your scope before any payment is made. Unused balances are returned subject to the network’s own withdrawal rules and any transfer costs.

• Email Adscalehub@outlook.com with your invoice number and the reason for the request.
• We acknowledge every request within two business days.
• We assess it against your written scope and respond with a decision within ten business days.
• Approved refunds are issued to the original payment method within ten business days of approval.

Bank or payment-processor charges on a refund are borne by the party whose action caused them.

Ask for the decision to be reviewed by a senior member of the team and include anything you think was missed. We would far rather resolve a disagreement directly than through a chargeback, which typically costs both parties more than the amount in dispute.

The version of this policy published at the date you accept a quotation is the version that applies to that engagement. Later changes do not apply retroactively.