Refund Policy

We want every client to be satisfied with the work we deliver. This Refund Policy explains when refunds are available for services provided by GeniusOrder Media LLC and when they are not.

1. Nature of our services

GeniusOrder Media provides bespoke marketing, creative, and development services. Work is performed by professional staff over billable time and produces custom deliverables that cannot be resold. As a result, our refund policy differs from that of a physical-goods retailer.

2. Deposits and retainers

• Project deposits reserve production capacity and are used to begin discovery and planning. Deposits become non-refundable once we begin work, typically within 3 business days of receipt.
• Monthly retainers are billed in advance for the coming month and cover time reserved for your account. Retainers are non-refundable once the billing period has begun.

3. What is refundable

• Duplicate charges or clear billing errors — refunded in full within 5 business days of confirmation.
• Unstarted work. If you cancel a project in writing before we have begun any billable work, deposits are refundable less a 10% administrative fee.
• Unused retainer hours only when expressly stated in your signed SOW. Otherwise, unused hours in a billing period do not roll over and are not refundable.

4. What is not refundable

• Time and labor already performed, whether or not deliverables have been formally approved.
• Completed creative work (design files, copy, code, video edits, campaign setups) delivered to the client.
• Ad spend paid to Meta, Google, TikTok, or any other ad platform. Once media is purchased, refunds are subject only to those platforms' policies.
• Third-party pass-through costs: software subscriptions, stock media, fonts, plugins, hosting, printing, and similar.
• Retainer fees for the current billing period once services have begun.
• Fees for engagements terminated for cause due to client breach (including non-payment, abusive conduct, or provision of unlawful materials).

5. How to request a refund

Email help@geniusordermedia.com with the subject line "Refund Request" and include:

• Your name, company, and invoice or transaction ID.
• The amount and date of the charge.
• A brief description of why you are requesting a refund.

We will respond within 5 business days and, if approved, process the refund to the original payment method within 10 business days. Depending on your bank or card issuer, the credit may take an additional 3–10 business days to appear.

6. Chargebacks

If you have a concern about a charge, please contact us first — most issues are resolved quickly and directly. Filing a chargeback without first contacting us may result in immediate suspension of services and referral of the account for collection.

7. Statutory rights

Nothing in this policy limits any non-waivable consumer rights you may have under applicable law.