Refund Policy

Last Updated: January 1, 2025

At Marketentrix Agency ("Company," "we," "us," or "our"), we are committed to delivering exceptional value and measurable results through our digital advertising management services. This Refund Policy outlines the conditions under which refunds may be granted for our services.

1. Nature of Services

Marketentrix Agency provides professional service-based engagements involving significant upfront investment in research, strategy development, campaign architecture, creative development, and ongoing optimization. Due to the nature of professional services, time, expertise, and resources invested cannot be fully reversed once work has commenced.

Advertising spend charged by platforms (Google, Meta, TikTok, YouTube) is entirely separate from our management fees. Marketentrix Agency has no control over platform ad spend refunds. Any ad spend refund requests must be directed to the respective platform.

2. Management Fee Refund Policy

2.1 Pre-Launch Period

If you cancel before any campaign work has commenced and within five (5) business days of signing the Service Agreement, you are entitled to a full refund of management fees paid in advance.

2.2 Setup Phase

If cancellation occurs after onboarding has commenced but before campaigns launch, you may be eligible for a partial refund. The refund amount will be calculated by deducting the value of completed work, typically ranging from 30% to 60% of the initial fee depending on work completed.

2.3 Active Campaign Management

Once campaigns are live, management fees for the current billing period are non-refundable. Our team performs ongoing daily work including monitoring, bid adjustments, audience refinements, creative testing, and performance analysis.

3. Non-Qualifying Circumstances

• Dissatisfaction with campaign performance where contractual obligations have been fulfilled
• Changes in client business direction, budget priorities, or decision to handle advertising in-house
• Account suspensions by platforms due to client non-compliance with platform policies
• Delays caused by the client including late approvals or failure to provide required information
• External market conditions, competitive dynamics, or seasonal fluctuations
• Platform algorithm updates, policy changes, technical outages, or feature deprecations
• Client failure to maintain functioning websites, landing pages, or conversion tracking

4. Dispute Resolution

1. Initial Communication: Submit your refund request in writing with detailed circumstances, account details, and supporting documentation.
2. Review Period: Our management team will review your request within ten (10) business days.
3. Resolution: We will communicate our decision in writing within the review period. Approved refunds are processed within fifteen (15) business days.
4. Escalation: If unsatisfied, the matter may be escalated per the dispute resolution procedures in our Terms of Service.

5. Refund Processing

Approved refunds are processed via the original payment method. Credit card refunds typically appear within 5-10 business days. Bank transfer refunds may take up to 15 business days.

6. Service Credits

Where refunds are not applicable, Marketentrix Agency may offer service credits toward future services. Credits are non-transferable, cannot be converted to cash, and must be used within twelve (12) months of issuance.

7. Satisfaction Guarantee

While we cannot guarantee specific advertising results, we are committed to professional, diligent, and transparent service delivery. If within the first thirty (30) days you feel we are not meeting contractual obligations, contact us immediately for remedial actions.

8. Policy Modifications

Marketentrix Agency reserves the right to modify this Refund Policy at any time. Changes are effective upon posting. Material changes will be communicated to active clients via email.