Refund & Cancellation Policy

1. Scope

This policy applies to all paid services ordered through TeamMedia Agency (agency.teammedia.agency): one-time packages, tools, custom work and recurring plans. It supplements the Terms of Service and does not limit any non-waivable statutory rights you have as a consumer in your country.

2. How our orders work

We do not charge you at the moment you submit an order request. A manager confirms scope, price, taxes and timeline first; payment happens against an issued invoice or payment link. This means you can always review the exact commitment before any money moves.

3. 14-day refund for undelivered services

If delivery or setup of a purchased service has not started, you may cancel within 14 days of payment for a full refund — no questions, no fees.

If setup has started but is not complete, we refund the unused portion pro-rata, deducting only work already performed at the agreed rate.

4. Subscriptions and recurring plans

• Cancel anytime from your manager or via [email protected]; cancellation is free and takes effect at the end of the current billing period.
• After cancellation you keep access until the period ends; no further charges are made.
• Partial-period refunds are not provided for time already elapsed, except where required by law or in the situations in section 6.
• Renewal charges disputed within 7 days are refunded in full if the renewed period was materially unused.

5. Custom work

Custom games, integrations and bespoke tooling are quoted with milestones. Amounts paid for milestones not yet started are refundable in full; milestones in progress are settled pro-rata; delivered and accepted milestones are non-refundable.

6. Our-fault refunds

If we materially fail to deliver what was confirmed — wrong item, non-functional service we cannot fix within a reasonable time, or a billing error such as a duplicate charge — you receive a full refund of the affected amount, regardless of timing.

7. How to request a refund

E-mail [email protected] (or message your manager) with the order reference and the reason. We acknowledge within 2 business days and resolve within 5 business days. Approved refunds are returned to the original payment method and typically arrive within 5–10 business days depending on the provider.

8. Chargebacks

Please contact us before initiating a chargeback — almost every issue is resolved faster through [email protected]. We respond to legitimate disputes constructively; chargebacks made in bad faith after receiving the service may lead to suspension of future engagements.