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Refund Policy

1. Overview

At Compound Agency, we are committed to delivering high-quality creative, strategic, and digital services. This Refund Policy outlines the circumstances under which refunds may be issued, and the process for requesting them. By engaging our services, you agree to the terms set out below.

2. Project Deposits & Retainers

All projects require a non-refundable deposit upon signing of the project agreement. The deposit amount will be specified in your proposal or Statement of Work (SOW). Deposits secure your place in our production schedule and cover initial planning, research, and resource allocation.

Monthly retainer fees are non-refundable once the billing period has commenced.

3. Eligibility for Refunds

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Refunds may be considered in the following circumstances:

  • Compound Agency has failed to begin work within the agreed timeframe due to circumstances within our control.

  • A deliverable fundamentally fails to meet the agreed-upon scope as outlined in the signed SOW, and Compound Agency has not been able to remedy the issue after two (2) revision opportunities.

  • A project is cancelled by Compound Agency prior to commencement of work.

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4. Non-Refundable Circumstances

 

Refunds will not be issued in the following situations:

  • Client-initiated project cancellations after work has commenced.

  • Change of mind or shifts in business direction after project kick-off.

  • Delays caused by the client, including failure to provide timely feedback, assets, or approvals.

  • Completed and approved deliverables.

  • Third-party costs already incurred on behalf of the client, including advertising spend, media buys, platform fees, software licenses, and stock assets.

  • Rush fees, expedited delivery charges, or any additional fees agreed in writing.

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5. Partial Refunds

 

Where a project is partially completed at the time of a qualifying refund request, Compound Agency will calculate a partial refund based on the percentage of work remaining, minus the non-refundable deposit and any third-party costs already incurred.

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6. Refund Request Process

 

To submit a refund request:

  • Contact your account manager or email hello@compoundagency.com within 14 days of the issue arising.

  • Provide a written description of the issue and any supporting documentation.

  • Allow up to 10 business days for Compound Agency to review and respond.

  • Approved refunds will be processed within 14 business days via the original payment method.

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7. Disputes

 

We encourage clients to first engage directly with our team to resolve any concerns. If a resolution cannot be reached, disputes may be referred to mediation in accordance with applicable laws in the jurisdiction of Compound Agency's principal place of business.

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8. Amendments

 

Compound Agency reserves the right to amend this policy at any time. Changes will be effective upon publication on our website. Continued engagement of our services following any amendment constitutes acceptance of the updated terms.

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9. Contact

 

For any questions regarding this policy, please contact: hello@compoundagency.com

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