Refund & Cancellation Policy

1. Scope

This policy applies to all marketing, advertising, consulting, media buying, and retainer services provided by Propel Play. It governs cancellation rights, fee treatment, advertising spend handling, and refund eligibility across all engagement types.

2. Project Cancellation Terms

2.1 Client-Initiated Cancellation

Clients may cancel a project or engagement by providing written notice as specified in their service agreement. Where no notice period is specified, 30 days' written notice is required. During the notice period:

• Work in progress will continue unless otherwise agreed in writing
• All fees accrued up to and including the cancellation date remain payable
• Work completed but not yet delivered will be invoiced at the applicable rate

2.2 Cancellation by Propel Play

Propel Play reserves the right to cancel or suspend an engagement where: the client has materially misrepresented their business or licensing status; the client has failed to pay invoices within agreed terms; or continuing the engagement would expose Propel Play to legal or regulatory risk. In such cases, fees for work performed to the cancellation date remain payable.

3. Advertising Spend

Advertising spend managed on behalf of clients (paid media, platform budgets, programmatic spend) is subject to separate and specific terms:

• Advertising spend committed to platforms prior to cancellation notice is generally non-refundable, as platforms do not typically offer refunds for committed or spent budgets
• Uncommitted advertising budget held by Propel Play on behalf of a client at the time of cancellation will be returned within 30 days, less any management fees or processing costs owed
• Propel Play is not liable for advertising platform decisions, account suspensions, policy changes, or platform-side refusals to refund committed spend
• Media buying management fees charged separately from advertising spend are non-refundable once the relevant campaign period has commenced

4. Retainer Agreements

Monthly retainer agreements are structured around a defined scope of work delivered each month. The following terms apply:

• Monthly retainer fees are invoiced in advance and are due at the start of each billing period
• Retainer fees for the current or past billing period are non-refundable, as the capacity and resources for that period have been allocated
• Where a client cancels mid-month with appropriate notice, the remaining portion of that month's retainer is not refundable unless expressly agreed otherwise in the service agreement
• Propel Play does not pro-rate retainer fees for partial months unless this is specifically agreed in the service contract

5. Non-Refundable Work

The following categories of work are non-refundable once commenced:

• Strategy, audit, and discovery work
• Creative production, design, and content creation
• Technical setup, tracking implementation, and campaign configuration
• Advertising spend placed on platforms
• Third-party licensing or tool costs incurred on behalf of the client
• Work delivered and accepted by the client
• Time spent in meetings, calls, and planning sessions

6. Refund Review Process

In exceptional circumstances — such as a material failure by Propel Play to deliver agreed services — a client may submit a formal refund request. The review process is as follows:

• Submit a written refund request to finance@propelplay.com within 14 days of the issue arising
• Include the service reference, dates, a description of the issue, and the amount in dispute
• Propel Play will acknowledge your request within 5 business days and commence a review
• A response outlining our position and any agreed remedy will be provided within 21 business days
• Refunds, where approved, are issued to the original payment method within 30 days of written agreement

Refunds are assessed on a case-by-case basis. Approval of one refund request does not constitute a precedent for future requests.

7. Billing Disputes

If you believe you have been incorrectly invoiced, please notify us within 14 days of the invoice date by emailing finance@propelplay.com with details of the dispute. We will review the invoice and respond within 10 business days. Undisputed portions of any invoice remain payable on the original payment terms.

8. Governing Terms

This Refund & Cancellation Policy should be read in conjunction with our Terms & Conditions. In the event of conflict between this policy and a signed service agreement, the terms of the service agreement prevail.

For any refund or cancellation enquiry, contact us at finance@propelplay.com or 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom.