Refund Policy.
We want you happy, not stuck. Here's exactly when you can get money back, when you can't, and how to ask.
The free discovery call is free
The 30-minute custom growth audit you can book through the site is free. There is nothing to refund, and no obligation.
One-time projects
These are fixed-scope engagements — a single deliverable, a defined package, or a short-term production job.
Before we've started work
If you've paid but we haven't yet started work on your project, you can cancel for a full refund by emailing info@simmondsmediagroup.com with the subject line Refund — [your project].
Once work has started
"Once work has commenced, refunds are pro-rated based on the work completed to the date of your cancellation. We will invoice you for the time and materials used to date (or a milestone-based portion of the total fee, whichever the engagement letter specifies), and refund the remaining unearned balance within 14 business days. Any third-party costs already committed on your behalf (e.g. paid media placements, licensing fees, freelancer contracts) are non-refundable."
Delivered work
Once a deliverable has been delivered and accepted (either by written approval or 5 business days of silence after delivery), it is considered final. Revisions after acceptance are billable separately unless the engagement letter says otherwise.
Monthly retainers & ongoing services
Retainer engagements — ongoing content, ads management, growth services — bill on a recurring basis.
"Retainers are billed [monthly, in advance] and renew automatically until cancelled. You may cancel at any time by giving us [30 days'] written notice at info@simmondsmediagroup.com. We will complete the current billing cycle and no further charges will be issued.
Retainer fees paid for the current cycle are non-refundable, because they cover capacity we have already reserved for you and work we perform continuously through the month. If we materially fail to deliver on a specific commitment set out in the engagement letter, we will either credit the affected portion toward the next month, or, at your option, refund the affected portion."
Paid ad spend
Any money we pay to third-party ad platforms on your behalf (Meta, Google, TikTok, etc.) is not refundable by us once spent. Those refunds, if any, are governed by the platform's own terms.
Ad spend budgets you have pre-funded but not yet used at the time of cancellation will be refunded to you within 14 business days.
Situations where refunds are not available
- You changed your mind about the business direction after we delivered the work you approved.
- The campaign, content, or strategy didn't produce the business result you were hoping for. Deliverables are what we sold; specific outcomes (leads, sales, followers, ranking) depend on factors outside our control.
- You provided inaccurate, delayed, or missing information that prevented us from delivering.
- You engaged us for a rush job and later decided the timeline was too short.
- Third-party fees and licences that we have already paid on your behalf (stock media, ad account access, software subscriptions, contractor fees).
Nothing in this section limits any refund right you may have under Ontario or Canadian consumer protection law that cannot be waived by contract.
How to request a refund
- Email info@simmondsmediagroup.com.
- Subject: Refund — [your project or invoice number].
- Include: what you paid for, when, and what you'd like refunded and why. Attach a copy of the invoice if you have one handy.
- We will respond within 5 business days. If we agree with your request, we'll process the refund to the original payment method within 14 business days. If we don't, we'll explain why in writing and try to find a fair resolution.
If we can't agree
If we cannot reach an agreement in writing, you may refer the dispute to the courts of Ontario, which have exclusive jurisdiction over any dispute between us — subject to any consumer protection right you have to bring a claim in your local court. See our Terms of Service (section 13).
Contact
Refund questions and requests: info@simmondsmediagroup.com. If you're an existing client, cc your usual account contact so we can move faster.