At NZRH, we value transparency and clarity in all our business relationships. This Refund & Cancellation Policy outlines the rights and obligations of both our agency and our clients in the event of a cancellation or termination of services.
1. Cancellation by the Client
If the client chooses to cancel the project before the commencement of any work, a full refund will be issued, minus any administrative fees incurred.
If the cancellation occurs after work has started, a partial refund may be issued based on the proportion of work already completed.
No refund will be issued once the project has been completed or delivered to the client.
2. Termination of Contract
In case either party wishes to terminate the contract, a written notice must be provided with a minimum of 7 business days' notice.
The client is responsible for covering the cost of all work completed up to the date of termination.
Any unused advance payments (beyond completed work) may be refunded at the discretion of the agency.
3. Cancellation by the Agency
NZRH reserves the right to cancel or postpone a project due to unforeseen circumstances or failure of the client to meet agreed deadlines or requirements.
In such cases, the client will receive a refund for the unfulfilled portion of the project.
4. Non-Refundable Items
Setup fees, third-party services (such as ad spend, printing, hosting), and consultation charges are non-refundable once paid.
Customized or tailored creative materials are also non-refundable after delivery.
5. Client Responsibilities
Clients are expected to provide all necessary content, approvals, and timely feedback to avoid project delays.
Failure to communicate or provide essential materials may result in project cancellation without eligibility for a refund.
