Refund Policy

This policy applies to fees paid to MetricPulse Media for Measurement Sprints, Growth Retainers, and Advisory Partnerships. It does not apply to media spend, which is paid directly by the client to advertising platforms such as Google, Meta, and TikTok and is governed by those platforms' own refund terms. Where a signed statement of work sets different terms, that document governs.

Retainer fees are invoiced in advance for each monthly service period. Project and sprint fees are invoiced according to the milestone schedule in the statement of work. Work is scheduled and resourced on the basis of committed periods, which is reflected in the refund terms below.

If you cancel in writing before the engagement kickoff and before any onboarding, auditing, or account configuration work has commenced, fees paid for that period are refunded in full, less any non-recoverable third-party costs already incurred on your behalf and disclosed to you.

• Monthly retainers. Fees for the current service period are non-refundable once work has begun, because capacity has been reserved and work is performed continuously. Termination takes effect at the end of the paid period, with thirty (30) days written notice as set out in our Terms of Service.
• Fixed-scope sprints and projects. If you cancel mid-engagement, we invoice or retain fees proportionate to the work completed and any non-recoverable costs, and refund the remaining balance within [Refund Processing Period] business days.
• Initial ninety-day term. Retainer engagements include a ninety-day initial term. Cancellation during that term does not create a right to a refund of fees already paid, except where required by law in [Jurisdiction].

If we materially fail to deliver an agreed deliverable within the timeframe stated in the statement of work, and the delay is attributable to us rather than to client dependencies or platform outages, you may request a service credit. Credits are applied to the next invoice and are calculated in proportion to the affected portion of the monthly fee. Service credits are the primary remedy for delivery delays.

• Media spend, platform fees, and advertising credits paid to third parties.
• Software, tooling, and data subscriptions purchased at the client's request.
• Work already delivered, including audits, reports, briefs, and completed builds.
• Fees where an engagement was terminated by us for client breach, non-payment, or unlawful activity.
• Discounted or promotional engagements expressly sold as non-refundable.

Fees are charged for the professional services performed, not for a guaranteed result. Because outcomes depend on factors including product-market fit, pricing, competition, seasonality, and third-party platform behaviour, refunds are not issued on the basis of campaign performance, ranking movement, or return on ad spend falling short of a forecast.

Send a written request to hello@mindstacks.online within [Claim Window] days of the invoice date, including the invoice number, the amount in question, and the reason for the request. We acknowledge requests within [Refund Processing Period] business days and aim to resolve them within thirty (30) days. Approved refunds are issued to the original payment method.

Please contact us before initiating a chargeback so we can resolve the matter directly. Chargebacks raised without prior contact may result in suspension of services and recovery of associated fees. Unresolved disputes are handled under the governing law and dispute resolution provisions of our Terms of Service in [Jurisdiction].

Nothing in this policy limits any non-waivable statutory right available to you under the law of [Jurisdiction]. We may update this policy from time to time; the version in effect on the date of your invoice applies to that invoice.