Refund Policy

1. Our Philosophy on Refunds

Thank you for choosing DVCIS MEDIA. We want to be completely transparent about how we handle money. Unlike a store that sells physical products (like a t-shirt or a toaster), we sell our Time, Intellectual Property, and Expertise.

When you hire us, our team immediately blocks out time in their schedule to work on your project. We may turn down other clients to make space for you. We start researching, strategizing, and creating content almost immediately. Because "time" cannot be returned to the shelf and resold, we generally have a strict refund policy. However, we also believe in fairness. This policy outlines exactly when refunds are possible and when they are not.

2. Non-Refundable Scenarios

We want to set clear expectations. In the following situations, DVCIS MEDIA does not provide refunds:

• Work Has Commenced: Once we have started the work—whether that is creating a social media strategy, designing graphics, writing code for a website, or auditing an ad account—we cannot offer a refund for the time already spent.
• "Change of Mind": If you sign up for a service and then decide a week later that you don't want to do marketing anymore, or your personal budget has changed, we cannot refund the fees for the month. We plan our resources based on your commitment.
• Results-Based Refunds: Marketing is influenced by hundreds of external factors: your product pricing, market demand, website speed, and platform algorithms (Facebook/Google updates). While we use industry-best practices to get you results, we cannot guarantee specific sales figures, leads, or ROI. Therefore, we do not issue refunds based on performance results not meeting your personal expectations.
• Third-Party Ad Spend: This is critical. The money you pay to Facebook, Instagram, Google, or LinkedIn for advertising is paid directly to them. DVCIS MEDIA never holds this money. We cannot refund money that is in Mark Zuckerberg's pocket. You must address ad spend refunds directly with the respective platform support.
• Administrative Delays from Client Side: If the project is delayed because you haven't sent us the logos, passwords, or approvals we need, we cannot refund the service fee for that period. Our team was ready and waiting; the delay was outside our control.

3. Refundable Scenarios

We are fair people. We WILL issue a refund in these specific cases:

• Billing Errors: If our system accidentally charges your card twice for the same invoice, or charges the wrong amount, we will refund the difference immediately (usually within 24-48 hours).
• Pre-Work Cancellation: If you purchase a service but cancel within 24 hours of payment AND we have not yet started the onboarding process or strategy work, we will issue a full refund (minus a small payment processing fee that the bank charges us, usually around 2-3%).
• Failure to Deliver: If DVCIS MEDIA fails to deliver the scope of work agreed upon (e.g., we promised 10 posts and posted 0) without a valid reason or communication, you are entitled to a refund for the undelivered portion of the work.

4. Web Development Refunds

For website projects, the policy is slightly different due to the phased nature of the work:

• Deposit/Booking Fee: The initial deposit (usually 50%) is non-refundable. This fee secures your spot in our development queue and covers the initial setup, research, and design mockups.
• Milestone Payments: Once a milestone (e.g., "Design Approved") is completed and paid for, that payment is non-refundable.
• Final Payment: The final payment is due before the website goes live. Once the site is migrated to your server and live, no refunds can be processed.

5. Cancellation of Monthly Services

For recurring services like Social Media Management or SEO:

You may cancel your subscription at any time by giving us a 30-day written notice via email. This means if you cancel on September 1st, services and billing will continue until September 30th to complete the current cycle and hand over assets properly. We do not offer prorated refunds for partial months if you choose to stop immediately.

6. Chargebacks and Disputes

We take "friendly fraud" (filing a chargeback with your bank after receiving services) very seriously.

If you have an issue with our service, please contact us first. We are humans, and we want to solve the problem. If you file a dispute or chargeback with your credit card company or bank without contacting us first, we will fight the dispute by providing evidence of the signed agreement, invoices, and work delivered. Furthermore, any client who files a fraudulent chargeback will be permanently banned from using DVCIS MEDIA services and may be reported to credit bureaus or collections agencies.

7. How to Request a Refund

If you believe you fall into one of the "Refundable Scenarios" listed in Section 3, please follow these steps:

• Email us at [email protected].
• Subject Line: "Refund Request - [Your Company Name]".
• Include your Invoice Number, Date of Purchase, and a detailed explanation of why you are requesting a refund.

Our billing team will review your request and compare it with our work logs. We aim to respond within 5-7 business days. If approved, the refund will be processed back to your original payment method. Please allow 15-30 days for your bank to reflect the credit.

8. Contact Billing Support