Refund Policy

This Refund Policy explains how Nexacraft Agency LLC ("Nexacraft," "we," "us") handles refunds for our services. We’ve written this in plain language so there are no surprises.

1. Summary

Nexacraft offers two types of service engagements: one-time engagements (Pilot Campaign, Strategy Consulting) and monthly retainer engagements (Starter, Growth, Scale, Enterprise). Refund terms differ for each type, as explained below.

1.1 Our Commitment

We aim to be fair and reasonable on refund requests. Our policy errs toward transparency over loopholes. If you have a concern that doesn’t fit neatly into the categories below, contact us at [email protected] — we’d rather resolve it directly than have you dispute it elsewhere.

2. Monthly Retainer Engagements

2.1 Cancellation Notice

All monthly retainer engagements are month-to-month with no minimum term. You may cancel at any time with 30 days’ written notice to [email protected]. You will be billed for the final 30-day notice period during which we continue to deliver Services.

2.2 Refund for Current Month

Because retainer fees are paid in advance for the upcoming month of work, retainer fees for the current billing month are generally non-refundable once work for that month has begun. The retainer fee covers labor and tools already allocated to your account for that period.

2.3 Refund for Service Failure

If Nexacraft fails to deliver the Services described in your engagement agreement during a billing month (for example, no work performed, no reporting delivered, no communication), you may request a prorated refund for the affected period. Refund requests must be submitted in writing within 30 days of the affected period.

2.4 Refund for Material Breach

If Nexacraft materially breaches the engagement agreement and fails to cure within 14 days of written notice, you may terminate immediately and request a refund of any prepaid fees for periods not yet served.

3. Pilot Campaign Engagements

3.1 Within 48 Hours of Payment

You may cancel a Pilot Campaign and receive a full refund within 48 hours of payment, provided work has not yet begun. To request: email [email protected] within the 48-hour window.

3.2 After Work Has Begun

Once we begin work on a Pilot Campaign (typically within 1–2 business days of payment), the engagement is non-refundable. This is because the Pilot Campaign is a fixed-scope engagement. The work and time we’ve allocated cannot be recovered once it begins.

3.3 Service Failure

If we fail to deliver the agreed deliverables of the Pilot Campaign by the agreed end date (typically day 14), you may request a refund of the Pilot fee.

4. Strategy Consulting Engagements

4.1 Before Work Begins

You may cancel a Strategy Consulting engagement and receive a full refund within 72 hours of payment, provided work has not yet begun.

4.2 After Work Has Begun

Once we begin discovery work or analysis on a Strategy Consulting engagement, the engagement becomes non-refundable. Strategy engagements involve significant front-loaded analysis time that cannot be recovered.

4.3 Service Failure

If we fail to deliver the written strategy document and debrief call described in the engagement, you may request a refund of the engagement fee.

5. Ad Spend Refunds

Advertising spend on Google, Meta, and other third-party platforms is paid by you directly to those platforms, not to Nexacraft. We never handle ad spend. Refunds for unused ad spend are subject to the policies of the respective platforms (Google Ads, Meta, etc.) and must be requested directly from them. Nexacraft cannot refund money we never received.

Example: If you’re running a $5,000/month Google Ads budget through your own Google Ads account, that $5,000 is paid by you to Google directly via the payment method on your Google Ads account. Nexacraft’s separate monthly management fee (disclosed in your engagement agreement) is the only amount we receive and the only amount subject to this Refund Policy.

6. How to Request a Refund

To request a refund, email [email protected] with:

• The name of your business and the engagement
• The reason for the refund request
• The amount you believe should be refunded
• Any relevant supporting information

We will respond within 3 business days with our decision. If approved, refunds are processed within 7–10 business days via the original payment method.

7. Chargebacks

If you have a billing concern, you agree to contact us at [email protected] before initiating a chargeback or dispute with your card issuer or bank. We will work in good faith to resolve any legitimate billing issue within 5 business days.

Initiating a chargeback without first attempting resolution may result in:

• Immediate suspension of Services pending resolution
• Recovery of associated chargeback fees from you (typically $15–$25 per chargeback, as charged by our payment processor)
• Inability to engage Nexacraft for Services in the future

This clause does not apply to chargebacks for fraud, genuinely unauthorized transactions, or Services that were paid for but verifiably not delivered after a documented good-faith request for resolution.

8. Disputes

If we cannot agree on a refund matter through direct communication, the dispute resolution procedure in our Terms of Service applies (binding arbitration in Montana, United States).

9. Contact

Questions about this Refund Policy? Contact us:

Nexacraft Agency LLC
1001 S Main St, STE 10899
Kalispell, MT 59901, United States
Email: [email protected]
Phone: (323) 982-3075