Refund Policy

At Advertara, we are committed to delivering high-quality marketing communication and promotional content services that meet the agreed scope and professional standards established in each project engagement. Because our services involve substantial investment of intellectual effort, time, specialized expertise, and customized strategic and creative work, our refund policy reflects the bespoke and service-based nature of what we deliver.

This Refund Policy applies to all services provided by Advertara, including Brand Messaging Support, Campaign Visual Structuring, Promotional Content Frameworks, and Audience Communication Planning. Please read this Policy carefully before engaging our services. By entering into a service agreement or making any payment to Advertara, you acknowledge that you have read, understood, and agreed to this Refund Policy.

This Policy is intended to be fair, transparent, and consistent with professional service industry standards. Our goal is not to withhold refunds arbitrarily, but to establish clear expectations for both parties and to ensure that the intellectual labor invested in your project is appropriately recognized.

1.1 Service-Based Deliverables. All work performed by Advertara is customized to the specific requirements, brand identity, industry context, and strategic objectives of each individual client. Unlike standardized or mass-produced products, our deliverables — including messaging frameworks, content structures, visual communication concepts, and audience engagement plans — are developed through a proprietary process that begins immediately upon project commencement and involves irreversible allocation of professional time and expertise.

1.2 Deposit Non-Refundability. All project engagements require a non-refundable deposit of fifty percent (50%) of the total agreed project fee, collected prior to commencement of work. This deposit compensates Advertara for the time spent in project onboarding, discovery, research, initial strategy development, team allocation, and the opportunity cost of reserving capacity for your project. The non-refundable nature of the deposit is a fundamental condition of engaging Advertara's services.

1.3 Good Faith Commitment. Advertara commits to acting in good faith in all client relationships. Where genuine errors, miscommunications, or failures on our part have occurred, we will work proactively to find a fair resolution, which may include service credits, additional deliverables, or partial refunds, determined at Advertara's reasonable discretion based on the specific circumstances.

Refund eligibility is determined based on the stage of project completion at the time a refund request is made. The following schedule applies unless a Service Agreement specifically states otherwise:

The determination of project stage at the time of a refund request will be made by Advertara based on documented project records, internal time tracking, and communication history. We will provide a written explanation of our determination to the requesting party.

Notwithstanding the general schedule above, Advertara will consider issuing a partial or full refund of balance payments (excluding the non-refundable deposit) in the following circumstances:

3.1 Failure to Deliver. If Advertara fails to deliver agreed deliverables within a mutually agreed timeline that has been documented in writing, and such failure is not attributable to delays caused by the Client (including failure to provide required materials, approvals, or feedback), the Client may request a refund of payments made for the undelivered portion of the project. Advertara will be given a reasonable cure period of no less than fourteen (14) business days before a refund request can be formally submitted on this basis.

3.2 Material Deviation from Agreed Scope. If Advertara delivers work that materially deviates from the written, agreed-upon project scope as defined in the Service Agreement, and Advertara fails to correct such deviation within a reasonable period after written notice, the Client may be eligible for a partial refund corresponding to the specific unmet elements. "Material deviation" does not include subjective dissatisfaction with creative direction, stylistic preferences, or strategic recommendations that fall within professional norms.

3.3 Duplicate Payment. If the Client makes a duplicate payment for the same invoice due to a technical error, Advertara will promptly refund the duplicate amount in full upon verification.

3.4 Advertara-Initiated Termination. If Advertara terminates an engagement for reasons other than Client breach or non-payment, Advertara will refund any balance payments received for work not yet completed, calculated pro-rata. The deposit will remain non-refundable.

3.5 Mutual Agreement. The parties may mutually agree to a refund or credit arrangement that differs from the terms set forth in this Policy. Any such agreement must be documented in writing and signed by authorized representatives of both parties.

No refunds will be issued in the following circumstances, regardless of project stage:

• Change of Business Direction: If the Client's business strategy, priorities, or circumstances change after project commencement, rendering the agreed deliverables less relevant or no longer needed. Advertara cannot be held responsible for changes in the Client's internal situation.
• Subjective Dissatisfaction: Dissatisfaction with the creative or strategic direction of deliverables that fall within the agreed scope and professional standards, particularly where such dissatisfaction reflects personal preference rather than a measurable failure to meet agreed specifications.
• Failure to Use Deliverables: If the Client chooses not to implement, publish, or otherwise use deliverables provided by Advertara, this does not constitute grounds for a refund.
• Client-Caused Delays: If project delays are caused by the Client's failure to provide required materials, feedback, or approvals on time, no refund will be issued for associated delays or the need to extend timelines.
• Revision Requests Beyond Agreed Scope: If the Client requests revisions that exceed the number of revision rounds specified in the Service Agreement, and such requests are declined or charged separately, the cost of agreed-upon work already performed is non-refundable.
• Completed and Accepted Work: Any deliverable that has been explicitly accepted in writing by the Client, or that has been used by the Client in any capacity, is considered final and non-refundable.
• Marketing Results: Advertara does not guarantee specific business outcomes, sales figures, audience growth, or any other quantitative marketing result. Failure to achieve anticipated results does not constitute grounds for a refund.
• Third-Party Platform Changes: Changes made by third-party digital platforms (social media networks, search engines, advertising platforms) that affect the relevance or applicability of delivered strategies or content are beyond Advertara's control and do not qualify as service failures.

To submit a refund request, please follow the process outlined below. Requests submitted in a manner inconsistent with this process may result in delays in evaluation and resolution.

1. Submit a Written Request. Contact Advertara in writing at info@advertara-services.com with the subject line "Refund Request — [Your Company Name]." Your written request must include: your full name and company name, the project name or reference number, the date of the relevant payment(s), the amount you are requesting to be refunded, the specific basis for your refund request (referencing the relevant section of this Policy), and any supporting documentation you believe is relevant to your request.
2. Acknowledgment. Advertara will acknowledge receipt of your refund request within three (3) business days of receiving your written submission.
3. Review Period. Advertara will review your request, including an internal review of project records, communications, time tracking data, and deliverable status. This review period will not exceed fourteen (14) business days from the date of acknowledgment. During this period, we may contact you to request additional information or clarification.
4. Decision Communication. Following the review, Advertara will communicate its decision in writing. The decision will include a summary of the evaluation, the outcome (approved, partially approved, or declined), the specific reasoning, and, where applicable, the amount to be refunded and the method and timeline of refund processing.
5. Processing of Approved Refunds. Approved refunds will be processed within ten (10) business days of the written decision. Refunds will be issued via the same payment method used for the original transaction wherever technically feasible. If the original payment method is no longer available, we will work with you to identify an appropriate alternative.

Refund requests must be submitted within sixty (60) days of the payment to which the request relates. Requests submitted after this period will not be considered except in cases of documented fraud or billing error.

In situations where a cash refund is not warranted under this Policy but where Advertara acknowledges that the client experience did not meet the expected standard, we may offer alternative forms of resolution:

• Service Credits: Credits applicable to future engagements with Advertara, issued as a percentage of the original project value commensurate with the nature of the identified shortcoming.
• Complimentary Revisions: Additional revision rounds beyond the scope specified in the original agreement, provided at no additional charge, to bring deliverables to the agreed standard.
• Supplementary Deliverables: Additional documents, frameworks, or content pieces provided at no charge to compensate for perceived gaps in the original delivery.
• Extended Support: An extension of the advisory or feedback period beyond the original project timeline, at no additional charge.

The availability and nature of these alternative resolutions will be determined by Advertara on a case-by-case basis following review of the specific circumstances. Clients are encouraged to discuss concerns directly with their project lead at the earliest opportunity, as early-stage concerns are most readily addressable.

If a Client initiates a chargeback or payment dispute with their bank or payment processor without first following the refund request process outlined in Section 5 of this Policy, Advertara reserves the right to:

• Immediately suspend all active work on the disputed project pending resolution of the chargeback.
• Reclaim all deliverables transferred to the Client for which payment is disputed, including all intellectual property rights therein.
• Submit comprehensive documentation to the payment processor or relevant financial institution to contest the chargeback, including evidence of services rendered and agreements in place.
• Pursue recovery of any fees, costs, and penalties incurred as a result of the unauthorized chargeback, including administrative fees charged by payment processors and reasonable legal fees.

We strongly encourage all Clients to contact us directly before initiating any chargeback or third-party dispute. The vast majority of billing concerns can be resolved more quickly and efficiently through direct communication. Chargebacks create administrative and financial burdens that are ultimately counterproductive to a fair resolution.

Advertara reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting of the updated Policy on our website. The Policy that governs any specific project engagement is the version that was in effect at the time the relevant Service Agreement was executed and the initial deposit was received. Modifications will not retroactively alter the terms applicable to engagements already in progress.

We will make reasonable efforts to notify active clients of material changes to this Policy that may affect their ongoing engagements.

This Refund Policy is governed by the laws of the State of Colorado, consistent with Advertara's Terms of Service. Any disputes arising from or related to this Policy that cannot be resolved through direct communication and good-faith negotiation shall be subject to the dispute resolution process outlined in Advertara's Terms of Service, including binding arbitration in Jefferson County, Colorado.

Nothing in this Policy limits any rights you may have under applicable consumer protection or payment card industry regulations. If you believe your statutory rights have been violated, you retain the right to seek appropriate recourse through applicable legal channels.