Refund and Cancellation Policy

Your satisfaction is our priority

Overview

At Polaris Media, we strive to deliver exceptional value through our digital business management services. This policy provides general guidelines for refunds and disputes. Please note that all refunds and disputes are ultimately governed by your specific service agreement.

Refund Policy

General Principles

All refund eligibility is determined by the terms outlined in your signed service agreement. This policy serves as a general guideline only. Specific terms in your service agreement take precedence over this general policy.

Service Agreement Governs

Your individual service agreement specifies:

  • Which services are eligible for refunds
  • Under what circumstances refunds may be issued
  • How refund amounts are calculated
  • Notice periods required for cancellations
  • Any non-refundable deposits or fees

General Guidelines

While specific terms vary by agreement, our general approach includes:

  • Consultations: Paid consultations may be refundable if cancelled with appropriate notice as specified in your agreement
  • Incomplete Services: If we have not completed services in alignment with your agreement, you may request a refund review
  • Delivered Services: Services that have been delivered according to the service agreement are generally non-refundable

How to Request a Refund

To request a refund:

  1. Review your service agreement for specific refund provisions
  2. Contact us via our contact form referencing your agreement
  3. Include your project or invoice number and service agreement reference
  4. Explain how the situation qualifies for a refund under your agreement
  5. Allow up to 5 business days for our initial response

Refund Processing

Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.

If a refund is approved based on your service agreement terms, it will be processed according to the above timeline. Processing times may vary depending on your financial institution.

Dispute Resolution Process

Step 1: Direct Communication

We encourage clients to first contact us directly to resolve any concerns. Most issues can be resolved through open communication with your account manager or project lead.

Step 2: Formal Dispute Submission

If initial communication doesn't resolve the issue, please submit a formal dispute including:

  • Detailed description of the issue
  • Relevant dates and project details
  • Your desired resolution
  • Any supporting documentation

Step 3: Internal Review

Our management team will review your dispute within 5 business days and provide a written response with our findings and proposed resolution.

Step 4: Mediation

If the dispute remains unresolved, we may suggest third-party mediation as outlined in your service agreement. Mediation costs are typically shared equally between parties.

Chargeback Policy

We strongly encourage clients to contact us directly before initiating a chargeback with their financial institution. Chargebacks initiated without attempting resolution through our dispute process may result in:

  • Suspension of current services
  • Collection proceedings for valid charges
  • Inability to engage in future services

Service Commitment

We are committed to delivering services as outlined in your specific service agreement. Our commitments include:

  • Providing services according to the scope defined in your agreement
  • Meeting deliverables and timelines as specified
  • Maintaining professional standards
  • Addressing concerns according to the dispute resolution process in your agreement

Contact Us

For questions about refunds or disputes related to your service agreement, please contact us through our contact form. Include "Refund Request" or "Dispute" along with your service agreement reference for faster processing.

Cancellation Policy

Cancellation terms are specified in your individual service agreement. General guidelines include:

  • Cancellations must be submitted in writing
  • Notice periods vary by service type as specified in your agreement
  • Work completed up to the cancellation date may be billable
  • Some services may have non-refundable components

Circumstances for Refunds

While specific terms are governed by your service agreement, refunds may be considered in cases where:

  • Services were not delivered as specified in the agreement
  • Technical errors prevented service delivery
  • Cancellation was made within the timeframe specified in your agreement
  • Other circumstances as outlined in your specific service agreement

Policy Updates

This general policy may be updated periodically. However, the terms of your specific service agreement remain unchanged unless modified through mutual written consent. Always refer to your service agreement for applicable terms.