Refund Policy

Last updated: December 2024

1. Our Commitment to Client Satisfaction

At Auckland Advertising Agency, we're committed to delivering exceptional marketing services that drive real results for Auckland businesses. We stand behind our work and want every client to be completely satisfied with our services.

2. General Refund Principles

Our refund policy is designed to be fair to both parties while ensuring we can continue providing high-quality services to our Auckland clients. Refunds are considered on a case-by-case basis, taking into account:

• The nature of the service provided
• The stage of project completion
• The reason for the refund request
• Any deliverables already provided
• Third-party costs incurred

3. Consultation Services

3.1 Free Consultations

Our initial consultations are provided free of charge. No refund is applicable as no payment is required.

3.2 Paid Consultations

For paid consultation services:

• Before consultation: Full refund if cancelled with 24+ hours notice
• Within 24 hours: 50% refund if cancelled
• After consultation: No refund, but we'll address any concerns

4. Project-Based Services

4.1 Brand Strategy Projects

For brand strategy and development projects:

• Before project start: Full refund minus any setup costs
• 0-25% complete: 75% refund minus third-party costs
• 25-50% complete: 50% refund minus third-party costs
• 50-75% complete: 25% refund minus third-party costs
• 75%+ complete: No refund, but we'll complete the project

4.2 Digital Marketing Campaigns

For ongoing digital marketing services:

• First month: Full refund if cancelled within 7 days
• Ongoing campaigns: 30-day notice required for cancellation
• Prepaid campaigns: Refund for unused portion minus setup costs

4.3 Creative Campaigns

For creative campaign development:

• Concept stage: Full refund if concepts are rejected
• Production stage: Refund based on work completed
• Launch stage: No refund, but we'll optimize performance

5. Retainer Services

For monthly retainer agreements:

• First month: Full refund if cancelled within 14 days
• Subsequent months: 30-day notice required
• Unused hours: Refunded at hourly rate minus administrative costs

6. Third-Party Costs

The following costs are non-refundable as they're paid to third parties:

• Advertising spend (Google Ads, Facebook Ads, etc.)
• Software licenses and subscriptions
• Stock photography and video
• Printing and production costs
• Domain registrations and hosting
• Any other third-party services

7. Refund Request Process

7.1 How to Request a Refund

To request a refund:

1. Contact us at support@aucklandadvertisingagency.digital
2. Provide your project details and invoice number
3. Explain the reason for the refund request
4. Include any relevant documentation

7.2 Review Process

We will:

• Acknowledge your request within 2 business days
• Review your case within 5 business days
• Provide a decision and explanation
• Process approved refunds within 10 business days

8. Refund Methods

Refunds will be processed using the same method as the original payment:

• Bank transfer: Refunded to the original account
• Credit card: Refunded to the original card
• Other methods: As agreed during the refund process

9. Exceptions and Limitations

9.1 No Refund Situations

Refunds will not be provided for:

• Services that have been fully delivered and accepted
• Changes in client circumstances or business direction
• Market conditions affecting campaign performance
• Client failure to provide necessary information or approvals
• Services cancelled due to client breach of contract

9.2 Performance Guarantees

While we cannot guarantee specific business outcomes, we offer:

• Performance optimization if campaigns underperform
• Strategy adjustments based on results
• Additional support to achieve goals
• Transparent reporting and communication

10. Dispute Resolution

If you're not satisfied with our refund decision:

• We encourage direct communication to resolve issues
• We may offer alternative solutions (credits, additional services)
• Disputes can be escalated to senior management
• External mediation is available if needed

11. Special Circumstances

11.1 Force Majeure

In cases of force majeure (natural disasters, pandemics, etc.), we'll work with clients to find fair solutions, which may include:

• Project timeline extensions
• Service modifications
• Partial refunds where appropriate

11.2 Agency Error

If we make a significant error in service delivery:

• We'll correct the error at no additional cost
• We may provide additional services as compensation
• Full refunds may be considered for major errors

12. Contact Information

For refund requests or questions about this policy:

Auckland Advertising Agency
Address: 75 Valley Road, Mount Eden, Auckland 1024, New Zealand
Email: support@aucklandadvertisingagency.digital
Phone: +64 21 205 0136

13. Policy Updates

We may update this refund policy from time to time. Changes will be posted on our website with an updated "Last updated" date. The policy in effect at the time of your service agreement will apply to your project.