Cancellation and Refund Policy

1. Cancellation Requests#

Clients may request the cancellation of one or more services by sending a written email to Upper Room Advertising’s designated email address.

A cancellation becomes effective when Upper Room Advertising acknowledges the request by email and identifies the affected service and effective cancellation date.

Canceling one service does not automatically cancel other services under the same agreement. A new agreement is not required solely because an individual service is canceled.

2. Refund Eligibility Before Work Begins#

If a cancellation is acknowledged before fulfillment of the affected service begins, refund eligibility depends on the time elapsed since the Full Payment Date:

• Within 0–30 calendar days: The client is eligible for a refund of 100% of the gross contract value attributable to the affected service, less the applicable Cancellation Deduction and non-refundable third-party costs.
• Within 31–60 calendar days: The client is eligible for a refund of 50% of the gross contract value attributable to the affected service, less the applicable Cancellation Deduction and non-refundable third-party costs.
• More than 60 calendar days: No contractual refund is due, except where required by applicable law.

The Cancellation Deduction is the greater of USD $150 or 10% of the Total Contract Price, calculated before deducting third-party costs. Only the greater amount applies.

Once fulfillment of the affected service begins, the refund rules for work in progress apply regardless of the time elapsed since the Full Payment Date.

3. Refund Eligibility After Work Begins#

Refund eligibility depends on the stage of fulfillment when the cancellation becomes effective.

Before an Initial Deliverable

If substantive work has begun but no Initial Deliverable has been provided, 50% of the value attributable to the affected service remains refundable, less non-refundable third-party costs.

Substantive work may include research, planning, strategy development, creative preparation, technical preparation, production, media planning, or vendor coordination.

After an Initial Deliverable

If an Initial Deliverable has been provided but Final Approval or final execution has not occurred, 25% of the value attributable to the affected service remains refundable, less non-refundable third-party costs.

After Final Approval or Fulfillment

No contractual refund is due after Final Approval, Substantial Completion, or final delivery or execution of the service. This includes services that have been produced, printed, published, launched, placed, deployed, transmitted to a final vendor or platform, or otherwise executed, except where mandatory applicable law requires otherwise.

4. Packages Containing Multiple Services#

When multiple services are included under one Total Contract Price, each canceled service is assessed according to its own fulfillment stage.

If no individual price is stated for the affected service, Upper Room Advertising will determine a reasonable value attributable to that service in good faith, considering its scope, relative value, standard pricing, applicable package discounts, work performed, and third-party costs.

Upon reasonable request concerning an actual refund determination, Upper Room Advertising will provide a written summary of the calculation.

5. Third-Party Costs#

Some projects involve expenses paid or committed to external providers, including advertising platforms, software subscriptions, website hosting, domain registration, printing, production, and other vendor services.

Non-refundable third-party costs may be deducted from an otherwise eligible refund, subject to the applicable agreement and applicable law.

6. Client Responsibilities and Delays#

Clients are responsible for providing the information, content, access, materials, and approvals reasonably required to complete their projects.

Client non-responsiveness, delayed approvals, failure to provide required materials or access, and other client-caused delays do not constitute non-performance by Upper Room Advertising or independently create a right to a refund.

Such delays may affect project schedules and may result in suspension or other action as permitted by the applicable service agreement.

7. Cancellation by Upper Room Advertising#

If Upper Room Advertising elects to cancel an uncompleted service for reasons unrelated to a client breach or another circumstance permitting suspension or termination under the applicable agreement, the client will receive a refund of the unearned portion attributable to the service that will not be performed, less non-refundable third-party costs, subject to applicable law.

8. Termination, Payments, and Outstanding Balances#

Termination of an engagement, suspension of services, outstanding payment obligations, and other contractual matters are governed by the applicable service agreement or Statement of Work.

Clients remain responsible for fees for services performed and approved commitments or expenses incurred, as provided in the applicable agreement. Any applicable cancellation charges, late fees, or additional costs must be consistent with the agreement and applicable law.

9. Requesting a Refund#

Clients may submit cancellation and refund requests through the designated contact details provided on our website.

Refund eligibility and amounts will be determined according to the applicable service agreement, the stage of fulfillment, the value attributable to the affected service, applicable third-party costs, and mandatory legal requirements.

Approved refunds will generally be returned through the original payment method where feasible. Processing times may vary depending on the payment provider.

10. Policy Updates and Applicable Terms#

Upper Room Advertising may update this policy as its services and business practices evolve. Updates will be posted on our website with a revised effective date and will apply as permitted by applicable law and existing agreements.

This policy should be read alongside the applicable service agreement or Statement of Work. Where the agreement contains more detailed cancellation and refund provisions, those provisions govern contractual eligibility, subject to mandatory applicable law.