Refund Policy

This Refund Policy explains how refunds are handled for marketing services provided by Polinas Marketing LLC ("Polinas," "we," "us," or "our"). Because our work is custom, professional, and labor-intensive, this Policy reflects the nature of agency services. It should be read together with our Terms & Conditions and the specific Engagement Agreement governing your project.

1. Nature of Our Services

Polinas provides bespoke marketing services — including strategy, creative, campaign management, and consulting — that require the dedication of time, expertise, and resources from the moment an engagement begins. As a result, fees are earned as work is performed and are generally non-refundable once services have commenced, except as described below.

2. Deposits & Retainers

• Deposits reserve our time and capacity and cover initial onboarding, discovery, and planning. Deposits are non-refundable once work has begun.
• Monthly retainers are billed in advance for the upcoming service period and are non-refundable once that period has started, as our team allocates capacity accordingly.
• If you cancel before any work has been performed under a new period, we will consider a pro-rated refund of unearned fees at our discretion.

3. Project-Based Work

For fixed-scope projects, fees are tied to milestones or deliverables defined in your Engagement Agreement. Completed or in-progress milestones are non-refundable. If a project is cancelled mid-way, you will be billed for work performed and costs committed up to the cancellation date, and any remaining prepaid balance for unstarted work may be refunded at our discretion.

4. Advertising Spend & Third-Party Costs

Funds allocated to advertising platforms, media buys, software, licenses, stock assets, and other third-party costs are paid to and governed by those providers. These amounts are non-refundable by Polinas once committed or spent. Any refunds for ad platform errors are subject to the relevant platform's own policies.

5. Eligibility for Refunds

A refund may be considered where:

• Payment was made but no work has yet commenced and no costs have been committed; or
• We are unable to deliver a contracted service and no suitable remedy or rescheduling is available; or
• A duplicate or erroneous charge has occurred.

Refunds are not provided for dissatisfaction with results that fall outside our control, for change of mind after work has begun, or for delays caused by missing client materials or approvals.

6. How to Request a Refund

To request a refund, email support@polinas.biz with your name, invoice or engagement details, and the reason for your request. We aim to review all requests within ten (10) business days. We may request additional information to process your request.

7. Processing of Approved Refunds

Approved refunds are issued to the original payment method within a reasonable period after approval. Processing times may vary depending on your payment provider. Any third-party transaction or processing fees already incurred may be deducted from the refunded amount.

8. Chargebacks

We encourage you to contact us first to resolve any billing concern. Initiating a chargeback without first contacting us may be treated as a breach of our Terms & Conditions and may result in suspension of services.

9. Changes to This Policy

We may update this Refund Policy from time to time. The "Last updated" date above reflects the most recent version. The Policy in effect at the time of your payment governs that transaction.

10. Contact Us