Refund & Cancellation

1. General Service Policy

NexusDigital ("the Agency") operates as a service-based business. Unlike physical goods, the "products" we provide consist of professional expertise, creative labor, and digital strategy. Once these services have been initiated or performed, they cannot be "returned." Therefore, all payments made to the Agency are generally non-refundable.

1.1 Commitment to Quality

While we do not offer refunds, we are committed to client satisfaction. If you are dissatisfied with the quality of a specific deliverable, we will provide reasonable revisions as outlined in your specific Service Agreement to ensure the output meets the agreed-upon standards.

2. Monthly Retainers & Recurring Services

Most of our high-level marketing services (SEO, PPC Management, Social Media) are billed on a recurring monthly basis. These fees secure a dedicated block of time from our specialists and access to our proprietary software stack.

2.1 Non-Refundability of Monthly Fees

Monthly management fees are billed in advance of the service month. Once a billing cycle has commenced, the fee for that month is non-refundable, regardless of whether the Client decides to pause or stop activities mid-month.

2.2 Cancellation Notice Period

To provide stability for our staffing and resource allocation, we require a thirty (30) day written notice of cancellation prior to the next billing date. Failure to provide this notice will result in the scheduled billing of the subsequent month’s fee, which will be non-refundable.

3. Setup Fees & Onboarding Costs

Many projects require an initial "Onboarding" or "Setup" fee. This fee covers the intensive labor of technical auditing, tracking pixel installation, historical data analysis, and initial strategy architecture.

• Immediate Allocation: Upon payment of a setup fee, our team begins work within 24–48 hours.
• Irrevocability: Setup fees are 100% non-refundable once the initial Discovery Call has been completed or once the Agency has been granted access to the Client's digital assets.

4. Third-Party Costs (Ad Spend)

It is critical to distinguish between Agency Management Fees and Advertising Spend (Ad Spend).

4.1 Platform Payments

Ad Spend is paid directly to platforms such as Google Ads, Meta (Facebook/Instagram), LinkedIn, or TikTok. NexusDigital does not collect, hold, or process these funds. Any requests for refunds of Ad Spend must be directed to the respective platform's billing department.

4.2 Agency Liability

The Agency is not liable for "over-spend" caused by platform technical glitches, nor are we responsible for any losses incurred due to account suspensions by these third-party platforms.

5. Project-Based Work (Web Design/Video)

For one-time projects, such as website development or video production, billing is typically split into milestones (e.g., 50% Deposit / 50% Final Completion).

• Deposits: Initial deposits are non-refundable as they cover the cost of project planning and resource booking.
• Milestone Payments: Once a milestone (e.g., "Design Phase") is approved by the Client, the payment associated with that milestone becomes non-refundable.

6. Chargebacks & Payment Disputes

The Client agrees to contact NexusDigital directly to resolve any billing discrepancies. Initiating a "Chargeback" through a credit card provider or bank without first attempting to resolve the issue with the Agency is considered a breach of our Terms of Service.

In the event of a chargeback, the Agency reserves the right to report the incident to credit bureaus and collections agencies, and all work-product (including website code and creative assets) may be remotely disabled or retracted until the dispute is resolved.

7. Exceptional Circumstances

At the sole discretion of the Agency management, partial refunds or service credits may be issued under extraordinary circumstances, such as:

• A documented failure by the Agency to deliver the core services outlined in the Service Agreement.
• A force majeure event that renders the Agency unable to perform work for more than 30 consecutive days.