Refund Policy
This Refund Policy explains how refunds, credits, cancellations, and billing adjustments work for ImpactEdge Promotions. Because our services are time-based and frequently involve custom production, refund eligibility depends on whether work has started, what has been delivered, and what capacity has been reserved for your project.
1. General approach
Our goal is fairness and clarity. We evaluate refunds based on the portion of work performed, project stage, and the extent to which deliverables have been created or reserved capacity has been consumed. Where appropriate, we may offer revisions or credits instead of refunds to resolve concerns while keeping the project moving.
2. Cancellations before work begins
- If you cancel before any work starts, you may request a refund of amounts paid, minus non-refundable processing fees (if applicable).
- “Work starts” may include kickoff, discovery, research, concept development, file setup, or any production activity.
3. Project-based work after work begins
Once production has started, fees become increasingly non-refundable as time and materials are consumed. If a project is stopped mid-way, we calculate a closeout based on work completed to date and any reserved production time.
3.1 Partial refunds
- Partial refunds may apply only to the portion of prepaid fees covering work not yet performed.
- Any delivered drafts, concepts, or finalized deliverables are considered performed work.
- Closeout calculations may include time spent, deliverables produced, and allocated production capacity.
3.2 Non-refundable components
- Discovery, strategy, creative direction, and production time already used are non-refundable.
- Third-party costs (stock assets, licensed fonts, music, paid tools) are non-refundable if purchased for the project.
4. Retainers and monthly capacity
Retainers reserve ongoing capacity for your brand. Because that capacity is scheduled, retainer payments are generally non-refundable once the retainer period begins.
- If you cancel before a new retainer period begins, the next period will not be charged (or can be refunded if paid in advance and not started).
- If cancellation occurs mid-period, we do not refund the current period; work can be completed up to the remaining included capacity.
5. Digital deliverables and acceptance
Fees for delivered or substantially completed deliverables are non-refundable. If deliverables match the agreed Scope, preference changes, shifting tastes, or internal changes on the client side do not qualify as refund grounds.
5.1 Quality concerns
If you believe a deliverable does not match the agreed Scope, you must notify us promptly. We may propose revisions within the agreed Scope to address the concern. Refusing revisions where they are reasonable may reduce refund eligibility.
6. Chargebacks and disputes
We encourage you to contact us first to resolve billing issues. Initiating a chargeback without attempting resolution may result in immediate suspension of work and delivery, and may require resolution fees or documentation time.
7. How to request a refund
- Submit a written request with the invoice reference and project name.
- Describe the reason for the request and the current project stage.
- Allow reasonable time for review; we may ask for clarification to ensure accuracy.
8. Refund method and timing
- Approved refunds are issued back to the original payment method where possible.
- Processing times vary by payment provider and banking system.