Overview

This Refund Policy explains how payments and refunds work for the advertising services provided by Noluxe. It applies to management packages purchased on noluxe.info and to services provided under a proposal. Because our work is a professional service delivered over time, refunds depend on the work already performed. The specific terms in a signed proposal or service agreement apply where they differ from this policy.

Ad spend

Package purchases

• If you purchase a package and onboarding has not started, you can request a full refund of the package price.
• Once onboarding or campaign work has started for the month, the package fee is not refundable for that month, except where required by law.
• Packages are not renewed automatically. You are only charged when you place a new order.

Management fees

Management fees cover work such as strategy, campaign management, optimisation and reporting for the agreed period.

• Fees for a period that has already been worked are not refundable.
• If you cancel before work for a new period has started, you may request a refund of the fee paid for that period.
• If services are cancelled part-way through a period, any partial refund is assessed based on the work completed.

Setup and one-time fees

One-time fees, such as account audits, tracking setup or campaign builds, are refundable only if the work has not yet started. Once work has begun, a partial refund may be considered based on the work completed.

Service issues

If you believe we have not delivered the services described in your agreement, please contact us. We will review your concerns and work with you to fix the issue. If we cannot resolve it, we may offer a partial refund or credit at our discretion.

Results are not guaranteed

Advertising results depend on many factors outside our control. Refunds are not given because campaigns did not reach a particular level of performance, unless a specific guarantee was agreed in writing.

How to request a refund

Email support@noluxe.info with your company name, the invoice concerned and the reason for your request. We aim to review requests promptly and will confirm the outcome in writing. Approved refunds are returned using the original payment method where possible.

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