Our approach
We would rather fix a problem than argue about a refund. If something about an engagement is not working, tell us early and we will look at it properly. That said, there are limits to what we can refund, and this page sets them out clearly.
Management fees
Management fees cover work already delivered in the month they were invoiced: strategy, campaign build, creative production and reporting. Because that work has already been carried out, fees for a month already started are not refundable.
- Unused whole months on a prepaid plan can be refunded on request.
- Fees for a month where we failed to deliver the agreed scope are refunded in full.
- Setup fees are refundable within seven days if no campaign build has begun.
Advertising spend
Money paid to Google, Meta or any other platform sits outside our control and outside our refund process. Refunds of media spend follow each platform's own policy. We will help you lodge a request, but we cannot guarantee the outcome.
Requesting a refund
Send your request to entrychoicebridge@gmail.com with the invoice number and a short description of the issue. We reply within five business days. If we accept the request, the refund goes back to the original payment method within ten business days.
Chargebacks
Please contact us before raising a chargeback with your bank. A chargeback freezes the account and takes weeks to resolve. In nearly every case we can sort the issue faster by refunding directly.