REFUND AND CANCELLATION POLICY

Last Updated: July 10, 2026

Thank you for partnering with Andre Digital Web. Because we deliver customized digital marketing strategies, custom prompt engineering, and tailored AI communication setups, our agency operates under a strict operational framework regarding cancellations and refunds.

By purchasing our services, onboarding as a client, or signing a Statement of Work (SOW), you agree to the terms outlined below.

1. Custom Setup & Onboarding Fees (Strictly Non-Refundable)

All initial setup fees, onboarding charges, and configuration deposits—including but not limited to AI Chatbot architecture design, AI Voice/Calling Agent prompt engineering, API integrations, and tracking pixel installations—are 100% non-refundable.

  • Why: These fees directly cover the immediate allocation of engineering hours, technical asset creation, and dedicated developer resources required to launch your project. Once work has commenced or assets have been provisioned, these fees cannot be recovered or refunded under any circumstances.

2. Monthly Marketing Retainers & Active Management

For ongoing services such as active social media ad management, continuous optimization, and monthly AI system maintenance:

  • No Retrospective Refunds: Payments made for monthly management or retainer cycles are strictly non-refundable once the billing cycle has begun. We do not offer partial or prorated refunds for mid-month service pauses or early project completions.

  • Performance-Based Requests: As outlined in our main Terms and Conditions, digital marketing and AI interactions are subject to external market factors and platform algorithms. A lack of specific commercial conversion volume, fluctuating ad costs, or subjective creative disagreements do not constitute valid grounds for a refund.

3. Cancellation Policy & Notice Periods

To ensure smooth operations and proper technical wind-down of active assets, clients must follow our formal cancellation protocols:

  • Advance Written Notice: Unless otherwise explicitly specified in your individual Statement of Work (SOW), either party may terminate ongoing retainer services by providing a minimum of thirty (30) days advance written notice to their designated account manager or via email to our primary contact address.

  • Final Billing Cycle: The Client is fully responsible for paying all scheduled invoices that fall within the 30-day notice period. The Agency will continue to manage campaigns, monitor AI assets, and deliver services faithfully until the final date of the notice period.

4. Technical Pauses & Delays (Client-Side)

If a campaign launch or AI integration is delayed, paused, or blocked due to actions or omissions on the Client's side (e.g., failure to provide ad account access, delayed asset approvals, or missing business documentation):

  • No Refund Obligation: The Agency is under no obligation to issue refunds or financial credits for lost operational time resulting from client-side delays.

  • Retainer Continuity: Monthly retainer fees will continue to apply normally to reserve agency resources, unless a formal project pause is mutually agreed upon in writing.

5. Third-Party Costs & Disclaimers

  • Ad Spend: The Agency handles campaign management, but all actual ad spend is paid directly by the Client to the respective advertising platforms (e.g., Meta, Google). The Agency holds zero control over these funds and cannot issue refunds, credits, or adjustments for any ad spend charged by external ad networks.

  • Third-Party Software Fees: Any independent software licenses, cloud infrastructure costs, telephony/number fees, or API usage costs required to run your AI Chat or AI Calling systems are paid directly to those respective platforms and are entirely subject to their individual refund terms.

6. How to Submit a Formal Notice

All cancellation requests or billing inquiries must be submitted formally in writing. Verbal requests via phone calls or chat messages will not be processed. Please direct all official requests to: