Refund & Cancellation Policy

Overview

This Refund & Cancellation Policy (the “Policy”) governs all payments, refunds, and cancellations for services rendered by DBJK Marketing, LLC, a Texas limited liability company doing business as Aurvana Creative Group (“Aurvana,” “we,” “us,” or “our”). This Policy is incorporated by reference into the Aurvana Terms & Conditions and applies nationwide to all clients.

By engaging Aurvana and submitting payment, you acknowledge that you have read, understood, and agreed to this Policy. Please review it carefully before making any payment. If any provision of this Policy conflicts with a signed Statement of Work (“SOW”), the SOW controls solely as to the matter in conflict.

01Guiding Principles

Creative, marketing, and digital work is inherently subjective, time-intensive, and dependent on platform conditions and third-party performance outside any agency’s control. Accordingly:

• No guaranteed outcomes. Aurvana cannot and does not guarantee specific results, conversion rates, search rankings, lead volumes, advertising performance, influencer reach or engagement, affiliate revenue, sales, or return on investment. The dynamic nature of digital marketing, search algorithms, paid media platforms, consumer behavior, and influencer performance makes specific outcomes impossible to promise. Dissatisfaction with results is not a basis for a refund.
• We stand behind our work. If you are unsatisfied with a deliverable, contact us within the revision windows defined in your SOW so we can address concerns through revisions, adjustments, or scope discussions in good faith.
• Time and labor are non-refundable. Once Aurvana commits team capacity, allocates production resources, or commences work on an engagement, those resources cannot be recovered.
• Third-party costs are non-recoverable. Funds paid to advertising platforms, influencers, creators, affiliates, talent, vendors, hosting providers, and other third parties are non-recoverable by Aurvana once committed or disbursed.

02Single-Project Contracts

2.1 Projects Valued at $5,000 or Less

For single-project engagements with a total contract value of five thousand U.S. dollars ($5,000.00) or less, the full project fee is due at the time of signing the SOW and is non-refundable once work has commenced. “Commencement” includes any of the following: scheduling the kickoff, opening a project file, beginning discovery, ordering stock or licensing third-party assets, assigning team members, or any other action taken to initiate the engagement.

2.2 Projects Valued Above $5,000

For single-project engagements with a total contract value greater than five thousand U.S. dollars ($5,000.00), payment is structured as follows:

• Initial deposit (50%). Fifty percent (50%) of the total contract value is due at the time of signing the SOW. This deposit secures Aurvana’s team capacity, reserves your project slot in our production schedule, and is fully non-refundable from the moment it is received. The deposit covers discovery, planning, scoping, creative direction, and the resource allocation required to begin and progress the engagement.
• Final payment (50%). The remaining fifty percent (50%) is due upon project completion and prior to release of final deliverables, source files, and any transfer of intellectual property rights. Aurvana retains all final deliverables and source files until final payment has been received in full.

2.3 Cancellation of a Single-Project Contract

If the Client cancels a single-project engagement after work has commenced:

• For projects valued at $5,000 or less, no portion of the fee is refundable.
• For projects valued above $5,000, the non-refundable deposit is forfeited in full. If work performed and expenses incurred through the date of cancellation exceed the deposit amount, the Client remains liable for the excess, calculated based on Aurvana’s reasonable assessment of hours worked, materials produced, and third-party costs incurred.

Cancellation must be submitted in writing to billing@aurvanacreative.com. Verbal cancellations are not effective.

2.4 Project Pause or Indefinite Hold by Client

If the Client pauses or fails to provide required materials, feedback, or approvals for a continuous period of thirty (30) days, Aurvana reserves the right to: (a) close the project as completed for billing purposes, with any unpaid balance due immediately; (b) charge a reactivation fee to resume work; and (c) re-prioritize the project in the production queue based on then-current availability. Deposits and milestone payments are not refundable due to Client-initiated delays.

2.5 Revisions and Scope

Each SOW defines the number of revision rounds included. Revisions beyond the included rounds, requests outside the defined scope, and changes to approved deliverables are billed at Aurvana’s then-current hourly rate or as a change order. Dissatisfaction with a final deliverable that has been delivered consistent with the approved direction is not a basis for a refund; it may, where appropriate, be addressed through paid additional revisions or a new SOW.

03Month-to-Month Retainers

3.1 Billing

Month-to-month retainers (including but not limited to social media management, SEO, content production, paid media management, influencer program coordination, and ongoing creative support) are billed in advance on a recurring monthly basis. The monthly retainer fee is due on or before the first business day of each billing month and is fully non-refundable once that month’s billing cycle has begun, regardless of the Client’s use, non-use, or partial use of Services during the month.

3.2 Cancellation Notice

Either party may cancel a month-to-month retainer for any reason upon thirty (30) days’ written notice. Notice must be submitted to billing@aurvanacreative.com. The Client remains responsible for the full retainer fee covering the thirty (30) day notice period, regardless of whether the Client continues to use Services during that period. Services continue during the notice period in accordance with the SOW.

3.3 No Partial-Month Refunds

Retainer fees are not prorated. There are no partial-month, partial-week, or partial-day refunds. If a Client cancels mid-month, Services continue through the end of the notice period, but no portion of any monthly fee already paid will be refunded.

3.4 Pause or Skipped Months

Month-to-month retainers may not be paused or skipped without Aurvana’s prior written consent. Any approved pause is at Aurvana’s sole discretion and may be subject to a holding fee to preserve the Client’s schedule slot. Pausing a retainer does not constitute cancellation.

3.5 Automatic Renewal

Month-to-month retainers automatically renew each calendar month until cancelled in accordance with Section 3.2. The Client authorizes Aurvana to charge the payment method on file for each monthly renewal.

3.6 Failed Payment

If a monthly retainer payment fails or is declined, Aurvana will notify the Client and attempt to re-process within five (5) business days. If payment is not successfully completed within ten (10) calendar days of the original due date, Aurvana reserves the right to suspend Services, withhold deliverables and account access, charge late fees and reactivation fees, and terminate the engagement for cause.

04Hosting, Maintenance, and Recurring Subscriptions

4.1 Hosting Refunds

If the Client cancels a hosting plan before its expiration date, a prorated refund may be issued for full unused months remaining in the prepaid term, less any administrative fees. However, if the Client received free or discounted services bundled with the hosting plan (including but not limited to free design hours, complimentary maintenance, or promotional credits), the retail value of those free or discounted services will be deducted from any refund amount. No refund will be issued where the deduction equals or exceeds the prorated unused balance.

4.2 Maintenance and Care Plans

Maintenance, care, and support plans operate on the same month-to-month basis as retainers and are governed by Section 3 of this Policy.

4.3 Third-Party Subscriptions

Fees paid to third-party vendors on the Client’s behalf (including domain registrations, third-party hosting, plugin licenses, premium fonts, stock media, advertising platforms, affiliate-tracking software, and software-as-a-service tools) are governed by each third party’s refund policy and are not refundable by Aurvana. Aurvana will assist the Client in pursuing refunds directly from third parties where applicable, but Aurvana cannot guarantee any such refund.

05Advertising Spend and Media Budgets

Advertising spend, media buys, and budgets paid to platforms (such as Google, Meta, TikTok, LinkedIn, and others) are paid directly to those platforms and governed by their respective terms. Once committed or spent, these amounts cannot be refunded by Aurvana under any circumstances. Aurvana’s management fee for paid media services is separate from the media spend itself and is governed by Sections 2 and 3 of this Policy depending on the engagement type.

06Influencer, Creator, and Affiliate Fees

6.1 Endorser Fees Are Non-Refundable Once Committed

Fees paid or committed to influencers, content creators, ambassadors, affiliates, or other endorsers (collectively, “Endorsers”), whether paid by the Client directly or by Aurvana on the Client’s behalf, are non-refundable once committed to the Endorser. “Commitment” occurs upon the Endorser’s execution of an engagement agreement, receipt of deposit, scheduling, or any other action that creates a binding obligation.

6.2 Endorser Non-Performance

If an Endorser fails to deliver, delivers late, delivers off-brief content, fails to include required disclosures, or otherwise breaches their engagement, Aurvana’s remedies are limited to those available against the Endorser. Aurvana is not liable to refund the Client for Endorser non-performance, but will: (a) use commercially reasonable efforts to enforce the Endorser’s agreement; (b) withhold any unpaid Endorser fees where contractually permitted; (c) credit any recovered amounts (less reasonable enforcement costs) toward the Client’s next campaign; and (d) source a replacement Endorser where the engagement permits.

6.3 Campaign Cancellation by Client

If the Client cancels an influencer or affiliate campaign after Endorsers have been engaged:

• Endorser fees already paid or committed are non-refundable.
• Aurvana’s management fee for the cancelled campaign is non-refundable to the extent work was performed (scouting, briefing, contract execution, coordination).
• Any unspent Endorser budget may be credited toward a future Aurvana engagement at Aurvana’s reasonable discretion.

6.4 Affiliate Program Refunds

Where Aurvana sets up or supports an affiliate program for the Client, Aurvana’s setup and management fees are non-refundable once work has commenced. Affiliate commissions owed to affiliates are obligations of the Client (as merchant of record) and are not refundable by Aurvana. The Client is solely responsible for funding and disbursing affiliate payouts.

07Production Services (Photography, Video, Print)

Production engagements involving scheduled shoots, location bookings, talent, crew, equipment rentals, and print runs are subject to the following:

• Scheduled shoots cancelled with less than seventy-two (72) hours’ notice are billed at one hundred percent (100%) of the shoot fee, regardless of weather or Client circumstances.
• Scheduled shoots cancelled with seventy-two (72) hours’ to seven (7) days’ notice are billed at fifty percent (50%) of the shoot fee.
• Third-party costs (talent, locations, equipment, permits, travel) are non-refundable once committed, regardless of cancellation timing.
• Print runs, physical deliverables, and custom-produced merchandise are non-refundable once production has begun.
• Weather, illness, talent unavailability, and similar events may require rescheduling; rescheduling fees may apply.

08Compliance-Related Refusals, Takedowns, and Regulatory Events

Aurvana may, at its sole discretion, refuse to publish, pause, modify, or remove any content or campaign element that it believes is or may be unlawful, misleading, unsubstantiated, in violation of Sections 9 or 10 of the Aurvana Terms & Conditions, in violation of any platform’s policies, or otherwise inconsistent with Aurvana’s professional standards. No refund will be issued for content refused, paused, modified, or removed under this Section, and the Client remains responsible for all fees through the date of refusal. Where a regulatory authority, platform, or third party orders or requests the takedown, modification, or correction of Client-approved content, the cost of any required remediation work is the Client’s responsibility and is billed separately from existing engagements.

09Chargebacks and Payment Disputes

If the Client has a billing concern, the Client agrees to contact Aurvana in writing at billing@aurvanacreative.com and engage in good-faith resolution before initiating any credit card chargeback, ACH reversal, or other payment dispute with a financial institution.

CHARGEBACKS INITIATED WITHOUT FIRST ENGAGING AURVANA IN GOOD-FAITH RESOLUTION SHALL BE DEEMED A MATERIAL BREACH OF THESE TERMS. THE CLIENT AGREES TO REIMBURSE AURVANA FOR THE FULL DISPUTED AMOUNT, PLUS ANY CHARGEBACK FEES, PROCESSOR FEES, LEGAL COSTS, AND REASONABLE ATTORNEYS’ FEES INCURRED IN RESPONDING.

Aurvana reserves the right to suspend or terminate Services, withhold deliverables, deactivate accounts, and refer outstanding balances to collections following any chargeback.

10No Refunds After Acceptance or Delivery

Once a deliverable is approved by the Client (whether expressly or by exhausting the response window defined in the SOW or five (5) business days where unspecified), the deliverable is deemed accepted and no refund will be issued. Once Aurvana releases final deliverables, source files, or hands over completed work, the engagement is deemed completed and no refund will be issued, except as expressly required by law.

11Termination by Aurvana

Aurvana reserves the right to terminate any engagement, deactivate any account, and discontinue any Service, with or without notice and with no refund of any prepaid amounts, if the Client:

• Violates the Aurvana Terms & Conditions or this Policy;
• Fails to make timely payment;
• Engages in abusive, hostile, threatening, harassing, or discriminatory behavior toward Aurvana personnel;
• Requests work that Aurvana, in its sole discretion, determines to be illegal, unethical, deceptive, misleading, regulatorily non-compliant, or inconsistent with Aurvana’s values, brand, or professional standards;
• Supplies false, misleading, or fraudulent information, including unsubstantiated performance or efficacy claims;
• Provides patient, customer, or other regulated content without required consents or releases; or
• Initiates a chargeback in violation of Section 9.

Termination by Aurvana for cause does not entitle the Client to any refund.

12Force Majeure and Emergency Support

Aurvana shall not be liable for delays or failure to perform caused by events beyond its reasonable control, as described in the Aurvana Terms & Conditions. In the event of a critical Client issue or emergency, Aurvana will make commercially reasonable efforts to provide support and resolve the issue promptly. Emergency support requested outside normal business hours may incur additional fees, which will be communicated and approved before work proceeds.

13Changes to This Policy

Aurvana reserves the right to update, modify, or replace this Policy at any time. Updated versions will be posted at aurvanacreative.com with a revised effective date. Material changes affecting an active engagement will be communicated in writing. Continued use of Services after the effective date of any update constitutes acceptance of the revised Policy.

14How to Request a Refund or Cancel

All refund requests and cancellation notices must be submitted in writing to: billing@aurvanacreative.com

Requests must include: (a) the Client’s legal business name; (b) the SOW or invoice number; (c) the reason for the request; and (d) the amount or service in question. Aurvana will acknowledge receipt within five (5) business days and respond with a determination within fifteen (15) business days. Approved refunds will be processed to the original payment method within ten (10) business days of approval, subject to processor timing.

15Governing Law and Dispute Resolution

This Policy is governed by the laws of the State of Texas and is subject to the Governing Law and Dispute Resolution provisions in Section 15 of the Aurvana Terms & Conditions, including mandatory mediation in Collin County, Texas, exclusive venue in the state or federal courts of Collin County, Texas, jury trial waiver, and the one-year limitations period.