Cancellation & refund policy.

Adsrenaline delivers customised professional services. Each engagement is scoped project by project. The cancellation, pause, termination and refund terms in an accepted proposal, statement of work, invoice or service agreement (“Project Terms”) take priority over this general policy.

1. Deposits and advance fees

A deposit or advance may reserve team capacity, begin discovery, secure account access, fund media or cover setup and third-party commitments. Unless the Project Terms state otherwise, the part already used for reserved capacity, completed work or non-cancellable costs is not refundable.

2. Cancellation before work starts

If the client requests cancellation before any work, capacity reservation, account provisioning or third-party commitment has begun, we will review whether an unused amount can be returned. Any disclosed administrative, payment-processing or non-refundable commitment may be deducted where allowed.

3. Cancellation after work starts

Once research, strategy, campaign setup, media planning, account operations, creative production, development, tracking or another workstream begins, the client remains responsible for work completed up to the effective cancellation date. A refund, if due, is calculated only after completed work, reserved capacity and committed costs are deducted.

4. Media spend and third-party charges

Advertising spend, platform charges, account funding or top-ups, software, hosting, domains, stock assets, creator costs, production purchases, taxes and other third-party charges are generally outside our control and are not refundable by Adsrenaline once incurred. Any provider refund remains subject to that provider’s own decision, rules and processing time.

5. Advertising account services

Where a project includes advertising account access, the Project Terms will define setup fees, funding, minimum balances, usage restrictions, remaining-balance treatment and termination. Fees for completed provisioning, verification support, operational work or used account access are not refundable merely because a platform rejects an ad, requests verification, limits delivery or restricts an account.

6. Retainers and recurring work

The notice period and final service date for an ongoing engagement are stated in its Project Terms. Unless those terms say otherwise, cancellation does not reverse fees for a service period already started, work already delivered or team capacity already reserved.

7. Client delay or non-cooperation

If progress is blocked by missing access, information, approvals, assets or payment, we may pause the project. A pause does not automatically create a refund for work completed or capacity already reserved. A materially delayed project may require a revised schedule or restart fee if stated in the Project Terms.

8. Duplicate or incorrect payments

Verified duplicate payments or clear billing errors will be corrected. We may request the invoice, transaction reference and proof of authority before processing the correction.

9. How to request cancellation or review

Email contact@adsrenaline.com from the authorised project email address. Include the company, invoice or project reference, requested effective date, reason and requested outcome. A request is not final until we confirm its receipt and any closing amounts or actions.

10. Approved refunds

Approved refunds are normally sent through the original payment method where practical. Bank, card, platform and cross-border processing times are outside our control. Transfer charges, provider fees, taxes and currency differences may affect the amount returned where permitted by law and the Project Terms.

This general policy does not replace an accepted project agreement and should be reviewed for the company’s specific commercial arrangements by qualified legal counsel.