Refund Policy

1. Scope

This policy applies to fees paid to Digital DirAction for agency services including brand strategy, content creation, social media management, campaign production, and performance marketing. Specific engagement contracts may include additional terms; where those conflict with this policy, the engagement contract governs.

2. Deposits and mobilisation fees

The deposit paid at the start of an engagement covers strategy work, kick-off, planning, and team allocation. It becomes non-refundable once we have begun the work, typically within 3 working days of receipt.

3. Retainers (monthly services)

• Monthly retainers are billed in advance and cover the deliverables listed in that month's scope.
• You may cancel a retainer with 30 days' written notice. Work agreed for the notice period continues and is not refunded.
• If we materially fail to deliver the agreed monthly scope through our own fault, we will either credit the shortfall against the next month or refund it pro-rata at your election.

4. Fixed-scope projects

For fixed-scope projects (e.g. brand identity, website build, campaign shoot):

• If you cancel before we have started, the deposit is refunded in full less any third-party costs already incurred (e.g. talent booking, location deposits, licensed media).
• If you cancel during production, we invoice for the work completed and the time already committed by the team. Any remaining balance is refunded.
• If you cancel after delivery of a phase, that phase is billed in full. No refund is given for accepted deliverables.

5. Media spend

For campaigns where we manage paid media budgets on your behalf, media spend paid to platforms (Meta, Google, TikTok, Snap, etc.) is non-refundable by us — it is passed through and, where possible, refundable directly by the platform under their own terms.

6. Third-party pass-throughs

Costs paid on your behalf to third parties — talent, studios, licences, printers, stock media, translation agencies — are not refundable by us once committed. We will always disclose these before spending.

7. Complaints and disputes

If you feel the work has not met the agreed brief, contact your account lead within 14 days of delivery. We will review together, agree what needs adjustment, and re-deliver at no extra cost where the shortfall is on our side.

8. How to request a refund

Email info@digitaldiraction.com with your invoice number and a short explanation. Eligible refunds are processed to the original payment method within 10 working days of approval.

9. Governing law

This policy is governed by the laws of the United Arab Emirates and read alongside our Terms of Service.