REFUND & CANCELLATION POLICY

Last Updated: September 19, 2026

This Refund & Cancellation Policy applies to services purchased from Madtown Media Marketing LLC (“Madtown Media Marketing,” “Madtown,” “we,” “us,” or “our”).

By purchasing services from Madtown Media Marketing, you acknowledge and agree to this policy.

If a signed service agreement, proposal, statement of work, order, invoice, checkout page, or other written agreement contains refund or cancellation terms that differ from this policy, the terms of that specific agreement will control.

1. GENERAL REFUND POLICY

Except where required by applicable law or expressly agreed to by Madtown Media Marketing in writing, all sales are final once work has begun.

Because Madtown provides professional marketing, creative, advertising, production, consulting, and digital services, work may begin shortly after an order is placed or payment is received.

Once work has begun, payments are nonrefundable.

If a cancellation request is received before work has begun, Madtown may review the request and determine whether a refund is appropriate. Any refund issued before work begins is at Madtown’s discretion except where otherwise required by law.

2. WHEN WORK IS CONSIDERED TO HAVE BEGUN

For purposes of this policy, “work has begun” includes, but is not limited to:

  • Strategy or consultation related to the purchased service
  • Research
  • Project planning
  • Account review
  • Account or platform setup
  • Campaign preparation
  • Creative development
  • Scripting
  • Copywriting
  • Graphic design
  • Video production
  • Video editing
  • AI video preparation or generation
  • Channel setup or optimization
  • Social media content preparation
  • Advertising setup
  • Audience or targeting research
  • Technical configuration
  • Website or landing-page work
  • Asset preparation
  • Administrative setup specific to the client’s project
  • Other work performed in connection with the purchased service

Once any such work has begun, the applicable sale is considered final and nonrefundable except where required by law or otherwise agreed by Madtown in writing.

3. CANCELLATION REQUESTS

All cancellation requests must be submitted in writing.

Cancellation requests should be emailed to:

hello@madtownmediamarketing.com

Please include:

  • Your name
  • Business name
  • Service being cancelled
  • Relevant invoice, order, or subscription information, if available
  • The requested cancellation date

A verbal cancellation request does not replace the requirement for written notice.

4. RECURRING SERVICES — 30-DAY NOTICE REQUIRED

Recurring services require 30 days’ written notice of cancellation.

The 30-day notice period begins on the date Madtown receives the written cancellation request.

Cancellation becomes effective at the end of that 30-day period unless Madtown agrees to a different effective date in writing.

Charges that become due during the 30-day notice period remain payable.

This means that depending on the timing of the cancellation request and the client’s regular billing date, an additional recurring payment may become due before the cancellation becomes effective.

Cancellation does not eliminate or reduce amounts properly due during the 30-day notice period.

5. SERVICE DURING THE 30-DAY CANCELLATION PERIOD

Unless otherwise agreed in writing, Madtown may continue providing the contracted recurring service during the 30-day cancellation notice period.

If a client asks Madtown to stop performing services immediately, that request does not automatically eliminate or reduce amounts that would otherwise become due during the required 30-day notice period.

Amounts already paid for a service period in which work has begun are nonrefundable.

6. ONE-TIME AND PROJECT-BASED SERVICES

For one-time, prepaid, or project-based services, all sales are final once work has begun.

Once Madtown begins performing the purchased service, payments are nonrefundable even if the client later:

  • Decides not to continue
  • Changes direction
  • No longer needs the service
  • Chooses not to use the completed work
  • Delays the project
  • Fails to provide required materials
  • Stops communicating
  • Changes business plans
  • Decides to use another provider

If cancellation is requested before work has begun, Madtown may review the request and determine whether a refund is appropriate.

7. CLIENT DELAYS AND FAILURE TO PROVIDE REQUIRED MATERIALS

Madtown’s ability to perform services may depend on the client providing required:

  • Information
  • Account permissions
  • Photos
  • Video
  • Audio
  • Logos
  • Brand materials
  • Approvals
  • Feedback
  • Advertising information
  • Access credentials through approved permission systems
  • Other project assets

A client’s failure or delay in providing required information, assets, access, approvals, or feedback does not automatically create a right to a refund.

Once work has begun, amounts paid remain nonrefundable even if the project is delayed because the client has not supplied the information or materials necessary to continue.

Madtown may pause the project until the required materials, access, approvals, or information are received.

8. VIDEO PRODUCTION, EDITING, AND REVISIONS

Unless a specific order or agreement states otherwise, Madtown provides one complimentary revision round for requested video changes that remain within the originally approved concept and scope.

Clients should review the complete video and submit consolidated feedback whenever reasonably possible.

Revision requests should normally be submitted within 7 business days after the video is provided for review. If additional review time is needed, the client should contact Madtown before that review period expires.

A material change in creative direction is not considered a normal revision.

Examples may include changing:

  • The primary concept
  • The selected avatar
  • The footage strategy
  • The production approach
  • The messaging direction
  • The visual style
  • The overall creative concept

A material change in direction may be treated as new scope and may require additional payment.

Changing creative direction after work has begun does not make the original purchase refundable.

9. AI VIDEO AND AI-GENERATED CONTENT

AI-generated video, voice, imagery, avatars, and similar services may involve production time, processing, preparation, creative development, and third-party technology costs.

Once work has begun on an AI-related project, payments are nonrefundable.

AI-generated output may not perfectly reproduce every facial expression, movement, vocal characteristic, or visual characteristic of a real person. Dissatisfaction based solely on the inherent limitations of AI technology does not create a right to a refund where the work was performed within the agreed scope.

10. PREPAID CONTENT, CONTENT BANKS, AND BUNDLED MINUTES

Prepaid video minutes, content-bank services, and bundled production minutes are subject to the terms provided at the time of purchase.

Once Madtown begins performing work using prepaid or bundled production time, the applicable amounts are nonrefundable.

Unused prepaid services do not automatically qualify for a refund.

Where specific expiration or usage terms apply, those terms remain in effect.

For bundled AI Video Content Bank minutes included with certain Madtown packages, the included minutes are a one-time allotment and may be subject to the applicable expiration period stated in the order or package terms.

11. ADVERTISING AND MEDIA SPEND

Advertising and media spend are generally separate from Madtown’s management fees unless a written agreement expressly states otherwise.

Advertising or media funds already spent, charged, committed, or paid to a third-party platform are not refundable by Madtown.

This may include spending associated with platforms such as social media advertising, online advertising, or Streaming TV / Connected TV advertising.

Any refund relating to charges made directly by a third-party advertising or media platform is also subject to that platform’s own terms and policies.

Madtown’s recurring advertising-management fees remain subject to the 30-day written cancellation requirement contained in this policy.

12. THIRD-PARTY FEES AND NONRECOVERABLE COSTS

Some projects may involve third-party services, licenses, software, media, production expenses, or other outside costs.

Amounts already paid, committed, or incurred by Madtown on behalf of a client may be nonrefundable even if the client cancels the underlying project.

Any approved refund may be reduced by nonrecoverable third-party costs already incurred.

13. PAYMENT FAILURES

Recurring subscriptions and other scheduled payments may be processed automatically through Madtown’s payment provider.

If a payment fails, Madtown may:

  • Notify the client
  • Attempt to obtain payment
  • Pause services
  • Suspend work
  • Delay delivery
  • Terminate services for continued nonpayment

Pausing or suspending services because of nonpayment does not eliminate amounts already owed.

14. REFUNDS APPROVED BEFORE WORK BEGINS

If a cancellation request is received before work has begun, Madtown may approve a full or partial refund.

Any approved refund will generally be returned through the original payment method where reasonably possible.

Refund-processing time may depend on Stripe, the client’s bank, credit-card issuer, or another payment provider.

Madtown does not control the amount of time a financial institution may take to post a refund after Madtown submits it.

15. CHARGEBACKS AND PAYMENT DISPUTES

Clients are encouraged to contact Madtown directly before initiating a chargeback or payment dispute.

We want an opportunity to review the matter and determine whether it can be resolved.

If a chargeback or payment dispute is filed, Madtown may provide relevant records to the payment processor, financial institution, or card network, including:

  • Transaction records
  • Invoices
  • Agreements
  • Communications
  • Project records
  • Approval records
  • Evidence that work began
  • Evidence of services performed
  • Delivery records
  • Cancellation communications
  • Applicable policies

Nothing in this section prevents a client from exercising any rights available under applicable law.

16. CLIENT-REQUESTED PROJECT CHANGES

A request to change the scope, service, platform, production method, concept, or deliverables after work has begun does not create a right to a refund for the original work.

Madtown may provide a separate quote or additional charge for work outside the original scope.

Additional work will not be performed until the revised scope and any applicable additional charges are approved.

17. TERMINATION BY MADTOWN

Madtown may pause or terminate services where reasonably necessary, including for:

  • Nonpayment
  • Repeated payment failure
  • Fraud or suspected fraud
  • Illegal activity
  • Abusive or threatening behavior
  • Material breach of an agreement
  • Requests that violate applicable law
  • Requests that violate third-party platform policies
  • Failure to provide information or access necessary to perform the service

Termination does not automatically create a right to a refund for work already performed, services already provided, or expenses already incurred.

18. EXCEPTIONS

Madtown may approve an exception to this policy at its discretion.

Any exception must be confirmed by Madtown in writing.

An exception granted in one situation does not require Madtown to grant the same exception in another situation.

Nothing in this policy limits any refund, cancellation, or consumer right that cannot legally be waived.

19. OTHER AGREEMENTS

A signed service agreement, proposal, statement of work, invoice, checkout page, subscription, or other written agreement may contain additional terms relating to:

  • Payment
  • Cancellation
  • Refunds
  • Project scope
  • Service periods
  • Deliverables
  • Termination

If a specific written agreement conflicts with this general Refund & Cancellation Policy, the terms of that specific agreement will control for the applicable service.

20. CONTACT US

For cancellation requests, billing questions, or questions about this policy, contact:

Madtown Media Marketing LLC
4030 Wake Forest Road #349
Raleigh, NC 27609

Email: hello@madtownmediamarketing.com
Website: madtownmediamarketing.com