Refund & Cancellation Policy.

1. Scope

This policy applies to all engagements with Chillie Boot Media, unless a signed Service Agreement between the Client and the Agency specifies different terms, in which case the Service Agreement takes precedence.

2. Monthly Retainer Services

Retainer fees (for example, ongoing social media management or marketing strategy retainers) are payable in advance of each monthly service cycle. Once a service cycle has begun, that month’s retainer fee is non-refundable, as strategy, planning, and resource allocation take place at the start of the cycle. Cancelling partway through a cycle does not entitle the Client to a pro-rated refund for that cycle; the engagement will conclude at the end of the current paid cycle unless a different notice period applies.

3. Notice Period for Cancellation

Either party may cancel an ongoing retainer engagement by providing 30 days’ written notice, unless a different notice period is specified in the applicable Service Agreement. Notice should be sent in writing to the email address in Section 8.

4. Project-Based Work (e.g. Website Builds)

Fixed-scope projects typically require a deposit to secure a place in our project schedule. This deposit is non-refundable once work has commenced. Should a project be cancelled partway through, refunds (if any) will be calculated based on work already completed and time already allocated, assessed on a case-by-case basis.

5. Advertising Spend

Where Chillie Boot Media manages paid advertising campaigns on a Client’s behalf, advertising spend is billed separately from any management retainer and is passed through directly to the relevant platform (such as Meta or TikTok). Once spent, advertising budget is non-refundable by the Agency, as these funds are paid to the advertising platform itself, not retained by us.

6. Third-Party Costs Incurred on the Client’s Behalf

Costs such as domain renewals, hosting fees, or software/tool licences purchased or renewed on a Client’s behalf are non-refundable once processed, as these are payments made directly to the relevant third-party provider.

7. Late Payment

Invoices not paid within the agreed payment terms may result in a pause or suspension of active services, including paused advertising campaigns, until payment is received. Continued late payment may be treated as grounds for termination under our Terms of Service.

8. How to Request a Cancellation or Raise a Billing Query

All cancellation notices and billing queries should be sent in writing to terence_ad@chilliebootmedia.com, referencing the relevant invoice or engagement.

9. Exceptions

Any exception to this policy, including special refund arrangements, must be agreed between Chillie Boot Media and the Client in writing to be considered valid.