No refunds
All payments for monthly programs, retainers and one-off projects are final and non-refundable. This includes first payments and deposits, and it applies whether or not work has started.
We are selective about who we work with. We only agree to a project when we are confident we can deliver for your brand, and we reserve our team and schedule for you as soon as you sign and pay.
Delays on your side
If the assets, access, feedback or approvals we need are not provided on time and this delays the start or progress of your project, no refund or credit is given. The resources for your project are already allocated. Your timeline moves back by the length of the delay.
If we miss a deliverable
If we fail to deliver something listed in your signed agreement or proposal, we complete it at no extra cost.
Results
CRO is testing, and results are not guaranteed. A test that does not win, or a change in revenue, conversion rate or ad performance, is not grounds for a refund. A losing test is still a completed deliverable, because it shows what not to roll out.
Third-party costs
Third-party costs you approved, such as apps, software, fonts or stock assets, are billed by the vendor and follow the vendor's terms.
Cancelling
Cancelling stops future billing after the notice period in your agreement. It does not refund payments already made. See our Cancellation Policy for how to cancel.
Chargebacks
If a charge looks wrong, email support@hype-media.co first with your invoice number and we will sort it out.
Opening a chargeback or payment dispute without valid grounds is a breach of your agreement and does not cancel what you owe. We contest every such dispute with the signed agreement, invoices and delivery records. We will also pursue the full amount owed, plus collection and legal costs where the law allows, through legal action in Ontario or in your own jurisdiction.