Overview
At Pellanth, our refund policy lasts 14 days from the start of a service engagement or the date of purchase for one-time deliverables. If 14 days have passed, we may be unable to offer a full refund, though we will always work with you to find a fair resolution.
To be eligible for a refund, the service must not yet have commenced, or the agreed deliverables must not have been delivered. Refund eligibility is also subject to the terms set out in your individual service agreement or statement of work.
Because we provide digital marketing services rather than physical goods, certain work is non-refundable once it has been performed. This includes completed campaign work, paid media spend already placed with third-party platforms, and time already invested by our team on your account.
Additional non-refundable items:
- Third-party advertising spend (e.g. Google Ads, Meta Ads) already disbursed
- Custom strategy, creative, or content already produced and delivered
- Setup, onboarding, and account configuration fees
- Completed hours of consulting or account management
To request a refund, please provide your invoice number or proof of purchase along with details of the engagement.
There are certain situations where only partial refunds are granted:
- Projects where some milestones or deliverables have already been completed
- Retainer or subscription services cancelled partway through a billing cycle
- Campaigns paused after media spend or production has begun
- Requests made more than 14 days after the engagement start date
Refunds
Once your refund request is received, we will review it against your service agreement and the work completed to date. We will then email you to confirm whether your refund has been approved or declined.
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your bank or card provider.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at {email address}.
Sale items
Only standard-rate engagements may be eligible for a refund. Discounted, promotional, or custom-quoted services may be non-refundable, as outlined in your agreement.
Service changes
If you are not satisfied with a deliverable, we will revise or redo the work in line with the scope of your agreement. To request a revision, email us at {email address} and we will arrange the changes with your account manager.
Cancellations
For ongoing retainers or subscription services, you may cancel with the notice period stated in your agreement. Any work already completed and media spend already placed up to the cancellation date remain payable.
Where a cancellation falls partway through a billing cycle, we will calculate any amount owed or refundable on a pro-rata basis for work not yet performed.
Handover of work
As all of our deliverables are digital, completed files, reports, and account access will be shared with you electronically.
Need help?
Contact us at {email} for any questions related to refunds, cancellations, or your service agreement.