Refund & Cancellation Policy

Cancelling before work starts

If you cancel an engagement after paying but before we have started work on it, we refund the full amount. Work counts as started once we have begun the audit, the strategy, the creative or the build described in your proposal, or have been given access to your accounts to begin it.

After work has started

Once work on a paid engagement has started, the fee for it is not refundable. Our fees pay for time and expertise that has already been spent on your account, and that cannot be returned.

Monthly retainers

• You can cancel a monthly retainer at any time by giving 15 days’ written notice by email.
• The fee for a month that has already been billed and started is not refunded.
• No further invoices are raised after the notice period ends, and we hand back all account access and working files.

Advertising spend

Money spent on media (Meta, Google or any other platform) is paid by you directly to that platform from your own ad account. It never passes through us, so we cannot refund it. Any credit or refund of ad spend is a matter between you and the platform.

When we always refund

• A duplicate payment, or a payment for more than the invoiced amount: the extra is refunded in full.
• A payment taken in error, for example for a service you did not order.
• An engagement we are unable to start or deliver for reasons on our side: the unused part is refunded.

How to request a refund

Email contact@maddexmedia.com with your name, the invoice number and the payment or transaction ID, and tell us why you are requesting a refund. We reply within 2 working days.

Approved refunds are processed within 7 working days to the original payment method. After that, your bank or card issuer may take a further 5 to 7 working days to show the amount in your account.