At Trevix Media, we aim to provide clear scope, transparent communication and professional delivery. Because digital marketing services involve time, resources and third-party costs committed specifically to each engagement, refunds are handled according to the terms below.
01. Refund Policy Overview
Payments made to Trevix Media are generally non-refundable once work has commenced, resources have been allocated, campaigns have been launched or third-party services have been purchased for the Client.
This policy applies to digital marketing services, creative production, advertising management, consulting, retainers, packages and other services unless a written proposal or service agreement states different refund terms.
02. When a Refund May Be Considered
A refund may be considered where Trevix Media has not started the agreed work and the request is made promptly after payment, subject to any applicable administrative or committed third-party costs.
Refund requests may also be reviewed where Trevix Media is unable to materially deliver the agreed scope due to circumstances directly attributable to Trevix and the issue cannot reasonably be resolved through a replacement, credit or revised delivery.
03. Non-Refundable Services & Payments
The following are generally non-refundable once incurred, purchased or delivered:
- Work already completed or partially completed.
- Creative design, video editing, copywriting, strategy or consulting work already performed.
- Advertising or media spend paid to platforms such as Meta, Google or other third parties.
- Third-party software, subscriptions, tools, hosting, stock assets, licences or production costs purchased for the project.
- Rush work, special production costs or expenses approved by the Client.
- Retainer or package periods that have already commenced, except where a written agreement provides otherwise.
04. Cancellation by the Client
If the Client cancels an engagement after work has started, the Client remains responsible for payment for work completed up to the cancellation date, together with committed third-party costs and approved expenses.
For recurring services, cancellation and notice periods will follow the applicable proposal, quotation or service agreement. Cancellation does not automatically create a right to a refund for the unused portion of a service period.
05. Approved Refunds & Credits
Where Trevix approves a refund, the amount will be determined after considering work completed, third-party expenses, platform charges and other committed costs.
Where appropriate, Trevix may offer a service credit, replacement deliverable or revised delivery instead of a monetary refund. Any such arrangement will be confirmed in writing.
06. Third-Party Costs
Third-party payments are subject to the refund policies of the respective providers. Trevix cannot guarantee recovery of amounts paid to advertising platforms, software providers, hosting companies, freelancers, production vendors or other third parties.
Where a third-party refund is successfully recovered and is attributable to the Client’s payment, Trevix may pass the recovered amount to the Client after applicable deductions or costs.
07. Advertising & Campaign Performance
Payment for marketing management does not depend on achieving a specific number of leads, sales, revenue, followers, rankings, return on ad spend or other business result unless expressly guaranteed in a signed written agreement.
Campaign outcomes can be affected by advertising platforms, competition, market demand, audience behaviour, creative performance, budgets, approvals and other factors outside Trevix’s reasonable control. Poor or unexpected campaign performance alone does not automatically qualify for a refund.
08. Refund Request & Processing
Refund requests should be submitted in writing through the Trevix Media Contact page or by email. The request should include the Client’s name, project or invoice reference, payment date, amount paid and reason for the request.
If a refund is approved, Trevix will communicate the approved amount and processing method. Refunds will normally be returned through the original payment method where reasonably possible, subject to payment-provider processing timelines.
09. Exceptions
Any exception to this policy must be agreed in writing by Trevix Media. Nothing in this policy is intended to limit any refund, cancellation or consumer right that cannot lawfully be excluded under applicable law.
Where a signed proposal, quotation or service agreement contains specific refund or cancellation terms, those written terms will apply to the relevant engagement to the extent of any inconsistency.
We encourage clients to review the applicable proposal, scope, payment schedule and cancellation terms before making payment.
10. Contact
If you have questions about this Refund Policy or want to submit a refund request, please contact Trevix Media at hello@trevixmedia.com.
Share your invoice or project reference and our team can review the applicable terms for your engagement.