Refund Policy
How refunds, cancellations and disputes are handled for Vailencemedia services.
This Refund Policy outlines how Vailencemedia handles refunds and cancellations across our service types. It should be read alongside the specific proposal or statement of work signed for your engagement, which takes precedence in the event of a conflict.
1. Monthly retainers
Retainer fees cover the work planned and performed during that billing month and are non-refundable once work has commenced, since strategist and specialist time has already been allocated. If you cancel before a new billing cycle begins, you will not be charged for the following month.
2. Project-based work
For fixed-scope projects (such as a website build or brand identity), deposits are non-refundable once work has begun. If a project is cancelled partway through, you will be invoiced for work completed to date on a pro-rata basis, and any remaining deposit balance will be refunded.
3. Third-party ad spend
Amounts paid directly to advertising platforms (such as Google Ads or Meta Ads) are not refundable by Vailencemedia, as these funds are held and spent by the platform itself in accordance with its own terms.
4. Cancellations
Either party may cancel an ongoing engagement in line with the notice period stated in the relevant statement of work — typically 30 days. Cancellation does not waive payment obligations for work already delivered.
5. Requesting a refund
To request a refund, email our accounts team with your invoice number and the reason for the request. We review each request individually and respond within five business days.
6. Changes to this policy
We may update this Refund Policy from time to time. The version in effect at the time your service agreement was signed will apply to that engagement unless we agree otherwise in writing.
7. Contact us
For refund enquiries, contact partnership@vailencemedia.con or 248 Harbor View Lane, Suite 400, San Francisco, CA 94107.