Refund Policy

Last Updated: September 12, 2026

1. Overview

At FocusPathAds, we are committed to delivering high-quality performance marketing services and ensuring client satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for our services and the procedures for requesting a refund.

By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy.

2. Service Categories and Refund Eligibility

2.1 Monthly Retainer Services

For ongoing monthly retainer arrangements:

• Initial Month: If you are unsatisfied with our services within the first 14 days of engagement, you may request a refund for the unused portion of services not yet delivered.
• Subsequent Months: Monthly retainer fees are non-refundable once the billing period has commenced and services have been initiated.
• Cancellation: You may cancel at any time with appropriate notice (typically 30 days), but fees for the current billing period are non-refundable.

2.2 Project-Based Services

For fixed-price project engagements:

• Before Work Commences: Full refund available if requested before work begins.
• During Project: Partial refunds may be considered based on percentage of work completed, as documented in project milestones.
• After Completion: No refunds available once the project is completed and deliverables have been provided.

2.3 Advertising Spend (Media Costs)

Advertising spend paid to third-party platforms (Google Ads, Facebook Ads, etc.) is non-refundable as these funds are paid directly to advertising platforms and are not retained by FocusPathAds.

• We do not control platform refund policies
• Platform credits or refunds must be pursued directly with the respective platform
• Our service fees are separate from advertising spend and subject to different refund terms

2.4 Setup and Onboarding Fees

One-time setup, onboarding, or configuration fees are generally non-refundable once work has commenced, as these involve immediate resource allocation and cannot be reversed.

2.5 Consulting and Strategy Services

Fees for consulting sessions, strategy development, audits, and advisory services are non-refundable once the service has been delivered, as the intellectual property and expertise have been transferred.

3. Conditions for Refund Eligibility

3.1 Valid Reasons for Refund Requests

Refunds may be considered in the following circumstances:

• Service Not Delivered: We failed to deliver agreed-upon services
• Material Breach: We materially breached the service agreement
• Technical Failure: Critical technical failures prevented service delivery (not caused by client systems or third-party platforms)
• Duplicate Billing: You were charged twice for the same service
• Billing Error: You were charged an incorrect amount due to our error
• Cancellation Before Service Commencement: You cancel before we begin work

3.2 Reasons NOT Eligible for Refunds

Refunds will NOT be granted for:

• Performance Results: Dissatisfaction with campaign performance, ROI, conversion rates, or similar metrics (marketing results are influenced by many factors beyond our control)
• Change of Mind: Simply changing your mind after services have commenced
• Budget Constraints: Changes in your business budget or financial situation
• Business Direction: Changes in business strategy or direction
• Platform Issues: Issues with third-party platforms (ad account suspensions, policy violations, etc.) beyond our control
• Competitive Landscape: Changes in market conditions or competitor actions
• Client-Caused Delays: Delays in service delivery caused by client's failure to provide required materials or approvals
• External Factors: Factors beyond our reasonable control (economic conditions, regulatory changes, force majeure events)

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, you must:

1. Submit Written Request: Email us at refunds@focuspathads.com with "Refund Request" in the subject line
2. Provide Details: Include your account information, invoice number, service details, and reason for refund request
3. Submit Within Timeframe: Refund requests must be submitted within 30 days of the charge
4. Provide Documentation: Include any supporting documentation or evidence for your claim

4.2 Refund Request Review

Upon receiving your refund request:

• We will acknowledge receipt within 2 business days
• We will review your request and may request additional information
• We will provide a decision within 10 business days
• If approved, refunds will be processed within 14 business days

4.3 Partial Refunds

In cases where services have been partially delivered, we may offer partial refunds calculated based on:

• Percentage of services completed
• Work hours invested
• Resources allocated
• Deliverables provided
• Value delivered to date

5. Refund Methods

5.1 Processing Refunds

Approved refunds will be processed using the following methods:

• Original Payment Method: Refunds will be issued to the original payment method used (credit card, bank account, etc.)
• Processing Time: Please allow 5-10 business days for refunds to appear in your account after processing
• Bank Processing: Additional time may be required by your bank or payment provider

5.2 Alternative Refund Options

In some cases, we may offer alternatives to monetary refunds:

• Account credits for future services
• Service adjustments or improvements
• Additional services at no charge
• Extended service period

6. Money-Back Guarantee (if applicable)

7. Chargebacks and Disputed Charges

7.1 Chargeback Policy

We take chargebacks seriously. If you dispute a charge with your credit card company or bank instead of contacting us directly:

• We will provide documentation to your financial institution showing service delivery
• We may suspend or terminate your account immediately
• You may be liable for chargeback fees and administrative costs
• You may be restricted from using our services in the future

We encourage you to contact us first to resolve any billing disputes before initiating a chargeback.

7.2 Fraudulent Chargebacks

If we determine a chargeback was initiated fraudulently (services were delivered as agreed), we reserve the right to:

• Pursue legal action to recover fees and damages
• Report fraudulent activity to relevant authorities
• Permanently ban the client from our services

8. Subscription Cancellations

8.1 How to Cancel Subscriptions

To cancel ongoing monthly or recurring services:

• Provide written notice per your service agreement (typically 30 days)
• Email cancellation request to accounts@focuspathads.com
• Cancellation takes effect at the end of the current billing period
• You remain responsible for fees through the end of the notice period

8.2 No Refunds for Cancellations

Cancellation of recurring services does not entitle you to a refund for:

• The current billing period
• Any previous billing periods
• Services already rendered
• Unused portions of the subscription period

9. Service Modifications and Credits

9.1 Service Upgrades

If you upgrade to a higher service tier mid-period:

• You will be charged the prorated difference
• The upgrade takes effect immediately upon payment
• No refunds for the previous tier

9.2 Service Downgrades

If you downgrade to a lower service tier:

• The downgrade takes effect at the next billing period
• No credits or refunds for the current period
• You retain access to current tier features until the end of the billing period

10. Special Circumstances

10.1 Extended Service Issues

If you experience ongoing service quality issues:

• Contact us immediately to address concerns
• We will work with you to resolve issues
• If issues cannot be resolved, we may offer prorated credits or refunds
• Documentation of issues and our response attempts may be required

10.2 Force Majeure

No refunds will be provided for service interruptions caused by circumstances beyond our reasonable control, including:

• Natural disasters
• Pandemics or public health emergencies
• Government actions or regulations
• Third-party platform outages or policy changes
• Internet or telecommunications failures
• Cyberattacks or security incidents

11. Refund Policy for Different Payment Types

11.1 Credit Card Payments

• Refunds processed to original credit card
• May take 5-10 business days to appear
• Subject to card issuer processing times

11.2 Bank Transfers

• Refunds processed via bank transfer to original account
• May take 7-14 business days
• You must provide accurate bank account information

11.3 Third-Party Payment Processors

• Refunds subject to payment processor policies
• Processing times vary by provider
• Processor fees may not be refundable

12. Non-Refundable Items

The following are explicitly NON-REFUNDABLE under all circumstances:

• Third-party advertising spend (Google Ads, Facebook Ads, etc.)
• Third-party software licenses or tools purchased for your campaigns
• Domain registration and hosting fees
• Stock images, fonts, or other licensed assets
• Completed consulting sessions or strategy meetings
• Delivered reports, audits, or analyses
• Setup and onboarding fees (once work has commenced)
• Rush or expedited service fees
• Transaction and payment processing fees

13. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies any consumer rights under the Australian Consumer Law (ACL) or other applicable consumer protection legislation.

Under the ACL, you have certain guaranteed consumer rights, including:

• Services must be provided with due care and skill
• Services must be fit for purpose
• Services must be delivered within a reasonable time

If we fail to meet these consumer guarantees, you may be entitled to remedies including refunds, even if this policy would otherwise not permit them.

14. International Clients

For clients outside Australia:

• This Refund Policy applies as written
• Local consumer protection laws may provide additional rights
• Currency conversion rates at time of refund processing apply
• International transaction fees are non-refundable
• Refund processing times may be longer due to international banking

15. Exceptions and Modifications

We reserve the right to:

• Make exceptions to this policy on a case-by-case basis at our sole discretion
• Modify this Refund Policy with notice to active clients
• Negotiate custom refund terms for enterprise clients
• Offer goodwill gestures outside the scope of this policy

Any exceptions or modifications will be documented in writing.

16. Dispute Resolution

If you disagree with our refund decision:

1. Internal Review: Request an internal review by a senior manager
2. Escalation: If unsatisfied, escalate to our Director of Client Services
3. Mediation: Consider third-party mediation before legal action
4. Legal Action: As a last resort, disputes may be resolved through applicable courts

17. Record Keeping

We maintain records of:

• All refund requests and decisions
• Communications regarding refund matters
• Documentation of services delivered
• Payment and transaction history

These records may be used to verify refund eligibility and resolve disputes.

18. Tax Implications

Please note:

• Refunds may have tax implications
• You should consult with your tax advisor regarding refunded amounts
• We will provide necessary documentation for tax purposes
• Taxes paid on refunded services may not be automatically refunded

19. Contact Information for Refund Requests

For refund requests, questions, or concerns regarding this Refund Policy, please contact us:

Email: refunds@focuspathads.com
Subject Line: "Refund Request - [Your Account Name/Number]"

Mailing Address:
FocusPathAds
Attn: Refund Department
331C Mills Broadway
Elliemouth, NT 6164
Australia

Phone: +61249436733
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM ACST

20. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our business practices, legal requirements, or industry standards. We will notify active clients of material changes via:

• Email notification
• Website posting
• In-account notifications

The "Last Updated" date at the top of this policy indicates when it was last revised.

21. Acknowledgment and Acceptance

By using our services and making a payment, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to be bound by its terms
• You understand the limitations on refund eligibility
• You understand that performance marketing results cannot be guaranteed
• You accept that certain fees and expenses are non-refundable