Refund Policy
How this works
We want you to be happy with the work. We also do work that cannot be returned once it has been done — strategy, account setup, research, scripting and live campaign management all take time that cannot be recovered.
This policy sets out where a refund is available, where it is not, and what happens in between. It applies alongside our Terms of Service.
Campaign management & video production
This covers our Meta Ads, TikTok Ads and Video Ad Production packages.
You have paid but we have not started. Refunded in full, less any payment processing fee.
Strategy, research and setup are under way. Any refund reflects the work already completed.
The work has been delivered. Your account, campaigns and assets remain yours.
“Work begins” means the point at which we start strategy, research, account setup or scripting — normally within [TIMEFRAME] of onboarding being completed.
Coaching
- Before the first session — [FULL REFUND / PARTIAL / NONE], provided you give at least [NOTICE PERIOD] notice.
- After the first session — [POSITION]. Sessions already delivered are charged at [RATE], and any remaining balance is [REFUNDED / HELD AS CREDIT].
- Sessions missed without notice — treated as delivered and not refundable.
- Rescheduling — free with at least [NOTICE PERIOD] notice.
Courses
Course purchases give immediate access to the full content, which means they cannot be returned in the way a physical product can.
[NO REFUND ONCE ACCESS IS GRANTED] — or, if you prefer to offer one, a [X]-day window provided no more than [X]% of the course has been completed. This needs deciding before launch, and whichever you choose should be stated on the course sales page as well as here.
What is never refundable
- Your advertising spend. Ad budget is paid by you directly to Meta, TikTok or Google. We never hold it, so we cannot refund it. Any issue with money spent on a platform is between you and that platform.
- Campaign performance. We do not guarantee results, and a campaign performing below your hopes is not grounds for a refund of our fee.
- Platform decisions. If a platform rejects your ads or restricts your account for reasons outside our work, the work we have done still stands.
- Delays caused by information not being provided. Where a project stalls because we are waiting on access, materials or approvals, that time is not refundable.
If something has gone wrong
If you are unhappy with the work, tell us before asking for a refund. Most problems are quicker to fix than to argue about, and we would rather put it right.
Where we have genuinely not delivered what was promised in your package, we will either complete the work or refund the part that was not delivered.
Requesting a refund
- Send your request by email or WhatsApp using the details below.
- Include what you bought, when, and why you are asking.
- We will respond within [RESPONSE TIME].
- Approved refunds are returned by the original payment method within [PROCESSING TIME].
- Payment processing fees charged by Paystack [ARE / ARE NOT] refundable.
Contact
Email hello@thecreativestartup.com
WhatsApp +234 916 323 6999