Refund Policy — Alphorix Marketing Agency

Effective date: 01 January 2026

This Refund Policy explains when Alphorix Marketing Agency (“Alphorix,” “we,” “us”) may issue refunds for services purchased through our website, proposals, invoices, or written agreements. This policy should be read together with your signed proposal/statement of work (“SOW”) and our terms and conditions. If there is a conflict, the signed SOW/proposal will govern.

1) Scope of this policy

This policy applies to Alphorix service purchases, including (where applicable):

  • Performance marketing and media management
  • SEO services
  • Funnel/CRO services
  • Tracking, analytics, and automation
  • Creative and content production
  • Social media management
  • Website design and development
  • Digital deliverables (templates, audits, reports, strategy documents)

2) Definitions

  • Service Fees: Amounts paid to Alphorix for our work (retainers, packages, project fees).
  • Third-Party Costs: Costs charged by external platforms or vendors (e.g., ad spend, software subscriptions, stock assets, freelancers, hosting, domains).
  • Kickoff Date: The date we begin work, access accounts, hold onboarding, or start production—whichever occurs first.

3) General refund principles

  1. Work performed is non-refundable. Once time is spent, deliverables are produced, or work is initiated, fees covering that work are not refundable.
  2. Results are not guaranteed. Marketing outcomes depend on factors outside our control (market conditions, product-market fit, offer, pricing, tracking limitations, platform changes). Refunds are not issued based solely on performance outcomes (e.g., ROAS, leads, rankings).
  3. Third-party costs are non-refundable. Any ad spend or external vendor/platform fees are not refundable by Alphorix.

4) Eligibility for refunds (when refunds may apply)

Refunds may be considered only under the following circumstances:

A) Before work begins

If you request cancellation before the Kickoff Date, you may be eligible for a refund of Service Fees paid, minus any non-recoverable setup costs already incurred (if applicable).

B) Duplicate payments or billing errors

If you were charged twice or billed incorrectly due to an Alphorix error, we will correct the issue and refund the overpayment.

C) Unused prepaid services (where applicable)

If you purchased a prepaid package and no work has started on that package, a refund may be considered. If work has started, refunds (if any) will be limited to the unused portion, calculated as described below.

5) Non-refundable items

The following are not refundable:

  • Ad spend paid to platforms (Meta, Google, TikTok, Microsoft/Bing, Apple Search Ads, programmatic/native networks)
  • Third-party tools, subscriptions, licenses, and vendor fees purchased on your behalf
  • Completed strategy, audits, roadmaps, consulting sessions, workshops, or any delivered analysis
  • Creative production once concepts/production has begun or files have been delivered (including drafts if production has started)
  • Website/domain/hosting purchases and other pass-through costs
  • Rush fees or expedited delivery fees
  • Any fees for work completed up to the cancellation date

6) Monthly retainers (subscription-style services)

If you are on a monthly retainer (e.g., paid media management, SEO, social media management):

  • Retainers are typically billed in advance for the upcoming period.
  • Once the service month begins or work for that month starts, the monthly retainer is non-refundable.
  • If you cancel before the next billing cycle begins, future charges will not apply (subject to any notice period in your SOW).

Notice period (if your agreement requires it): [e.g., 14/30 days written notice]
If your SOW includes a notice period, cancellation will be effective after the notice period ends.

7) Project-based work (one-time projects)

For one-time projects (e.g., website development, funnel builds, tracking implementation, one-time audits):

  • Any deposit stated in your SOW may be non-refundable once kickoff occurs, as it covers planning, allocation of resources, and initial production.
  • If the project is canceled mid-way, you may be eligible for a refund only for the unused portion of Service Fees, after deducting:
    • Work completed to date (based on milestones or hours)
    • Non-recoverable third-party costs
    • Any deliverables already provided

8) How refunds are calculated (if approved)

If a refund is approved, it will be calculated using one (or both) of the following methods, as appropriate:

  • Milestone-based: Total fee minus completed milestones and delivered items
  • Time-based: Total fee minus hours worked at the agreed hourly rate (or the effective rate derived from the package)

We may also offer account credit instead of a refund where appropriate (e.g., when work is partially completed).

9) How to request a refund

To request a refund, email: support@alphorix.com with:

  • Your business name and invoice number
  • The service purchased and purchase date
  • The reason for the request
  • Any supporting documentation (if relevant)

10) Refund processing timeline

If approved, refunds are issued to the original payment method only. Typical processing time is 5–15 business days, depending on your bank or payment provider.

11) Late or missing refunds

If you have not received a refund after the stated timeline:

  1. Check your bank account again
  2. Contact your card provider/payment processor (posting may take time)
  3. Contact your bank
    If still unresolved, email support@alphorix.com and we will assist.

12) Chargebacks and disputes

If you initiate a chargeback without contacting us first, we reserve the right to:

  • Pause work and suspend access to deliverables until the dispute is resolved
  • Provide evidence of services delivered, time logs, communications, and agreed scope to the payment provider
    We encourage you to contact us first so we can resolve concerns quickly and fairly.

13) Policy updates

We may update this policy periodically. The effective date at the top indicates the most recent version. Updates apply going forward and do not override signed agreements already in place.

14) Contact

Alphorix Marketing Agency
Email: support@alphorix.com
Address: Abu Dhabi- United Arab Emirates
Phone/WhatsApp:+971 50 699 75 05