1. Principle
Fees are tied to work performed, not to business outcomes achieved. We cannot guarantee a particular business result because it depends on factors outside our control — data quality, process readiness, and adoption by the client's team.
What we do guarantee is that the work is performed to scope with reasonable professional care. Where that is not met, the terms below apply.
2. AI Readiness Audit
- Cancellation before kickoff — full refund of amounts paid.
- Cancellation after kickoff, before the report is delivered — pro-rata refund for stages not yet performed.
- After the report and roadmap are delivered — no refund, as the deliverable has been received in full and belongs to the client to execute with any party.
3. Automation Sprint
Sprints run in stages against milestones agreed up front.
- Cancellation before kickoff — full refund.
- Cancellation mid-sprint — fees are calculated against milestones completed and accepted. Any overpayment is refunded.
- Accepted milestones are not refundable. Acceptance is either stated in writing or occurs when the agreed review period lapses.
- Deliverables that do not meet scope — we fix them at no extra cost. If after reasonable remediation they still fail to meet scope, the fee for that milestone is refunded.
4. Enterprise Retainer
- Retainers are invoiced in advance for the current period.
- Termination requires 30 calendar days' written notice.
- Periods already under way are not refunded; periods not yet started are refunded in full.
- Unused hours in a period do not roll over unless agreed otherwise.
5. Not eligible for refund
- Third-party costs already incurred on the client's behalf — licences, infrastructure, or model provider usage
- Work delayed by the client, including access to systems, data, or approvals
- A change in the client's business direction or internal priorities after work has started
- Business results falling short of expectations, where the work was performed to scope
6. How to request
Submit a written request to cs@adsmedia.agency stating the engagement, the reason, and the stage of work the objection relates to.
We respond within 5 business days. Approved refunds are processed within 14 business days to the original payment account.
Before requesting a refund we encourage a direct conversation first — most objections come from a difference in how scope was understood, and that can usually be resolved without ending the engagement.