Refund & Cancellation Policy

1. Monthly retainers

Retainers carry an initial 90-day commitment, because that is the minimum honest window to rebuild measurement, restructure campaigns and judge performance. After that they run month to month.

Either party may cancel with 30 days written notice. Work continues and fees remain payable through the notice period. Retainer fees already invoiced for a month in progress are not refundable, since the team capacity for that month has been reserved.

2. Project engagements

Projects are typically invoiced 50% on commencement and 50% on delivery. The commencement payment is non-refundable once work has begun, as it covers discovery, scheduling and initial production. If you cancel mid-project, you are invoiced for work completed up to the cancellation date and you receive the files produced to that point.

3. Advertising spend

Advertising spend is billed to you directly by the advertising platform and never passes through us. Refunds of ad spend, including for platform errors or disapprovals, are handled by the platform under its own policies. We will help you pursue a platform credit where one is warranted.

4. Third-party costs

Pass-through costs we incur on your behalf and with your approval — stock media licences, software subscriptions, creator fees, print — are non-refundable once committed.

5. Service issues

If a deliverable does not match the agreed scope, tell us within 14 days of delivery. We will correct it at no additional cost. Where a material failure cannot be corrected, we will issue a pro-rata credit or refund for the affected deliverable at our discretion, in line with our Terms of Service.

6. Pausing an engagement

Retainers may be paused once per 12 months for up to 60 days with 30 days notice, subject to availability when you return. Paused accounts are not charged a management fee during the pause.

7. Offboarding

Whenever an engagement ends, and provided the account is settled, you keep everything: ad accounts, analytics, domains, creative source files and documentation. We remove our access within five business days of the final day and provide a written handover at no extra charge.

8. How to request a cancellation or refund

Send written notice to hello@digitalincorporates.com from the email address on the account. We acknowledge within two business days and confirm the final invoice and handover schedule.

This is a template policy. Your signed statement of work takes precedence where the two differ, and you should have counsel review both.