Overview
This Refund Policy explains how Claimfrost handles cancellations, refunds and service adjustments for clients on our social media marketing retainers and one-off projects. It should be read alongside our Terms and Conditions and your signed proposal or retainer agreement.
We want every engagement to feel fair and transparent, so please read the sections below carefully before signing on.
Retainer agreements
Monthly retainers are billed in advance and are generally non-refundable once the billing period has commenced, because production, strategy and media buying work begins immediately.
If you cancel a retainer, we require thirty days' written notice as set out in our Terms and Conditions. Your final invoice will cover any scheduled work up to the end of that notice period, and any unused portion of a prepaid period may be credited at our discretion on a case-by-case basis.
One-off projects and setup fees
For fixed-scope projects such as brand audits, strategy workshops or content shoot days, refunds depend on the stage of delivery at the time of cancellation.
- Cancellations made before any work has commenced: full refund, less any third-party costs already committed
- Cancellations once planning or pre-production has started: partial refund reflecting work completed to date
- Cancellations after delivery has begun or assets have been produced: no refund for the completed portion
Third-party costs and ad spend
Amounts we pay on your behalf to third parties, including advertising platforms, creators, photographers and stock libraries, are not refundable once committed. We will always try to pause or cancel these commitments where it is possible and economical, but the decision on refunds remains with the third party.
Service quality concerns
If you believe we have failed to deliver what was agreed, tell us as soon as possible. We will review the engagement honestly and, where we have genuinely fallen short, we will make it right through remediation work, a credit note or a partial refund.
Refunds are processed to the original payment method and typically take five to ten business days to appear, though this depends on your bank or card issuer.
Your statutory rights and how to reach us
Nothing in this policy limits any rights you have under the Australian Consumer Law, which applies regardless of the refund terms agreed between us.
To discuss a refund or cancellation, contact us using the details on our contacts page and we will respond promptly.