Refund & Cancellation Policy
What happens if a project is cancelled, paused, or does not go ahead — set out before you pay anything.
Hubfolio Digital Marketing Ltd. · Calgary, Alberta, Canada
Last updated 9 September 2026
The principle
We would rather resolve a problem than argue about a refund. If something is not right, tell us early and we will make it right where we reasonably can. This policy exists so that both sides know where they stand in the cases where that is not possible.
Deposits
Deposits reserve production capacity and a start date, which means turning other work away. They are non-refundable once work has begun.
| Cancelled before work begins | Deposit transferable to a future engagement within 12 months, at our discretion |
|---|---|
| Cancelled after work has begun | Non-refundable; work performed is invoiced at the proportion completed |
| Cancelled by us | Deposit refunded in full, less the value of work already performed and delivered |
Project work
- Cancellation must be in writing
- Work completed up to the cancellation date is invoiced at the proportion completed
- Files and materials paid for in full are handed over; unpaid work is not released
- Third-party costs already committed on your behalf — licences, stock, hosting, print — are non-refundable and payable in full
Monthly retainers
- Retainers are billed monthly in advance
- Either party may cancel with 30 days’ written notice before the next billing date
- The current month is not pro-rated once the month has begun, because the work is scheduled and resourced in advance
- No refund is available for a month in which the agreed work was performed
- Where an agreed initial term applies, cancellation within that term is subject to the terms stated on the Quote
Advertising spend
Ad Spend is paid by you directly to Google, Meta or the relevant platform. We cannot refund it, and refunds of unspent balances are governed by the platform’s own policies. Where a campaign is paused mid-month, the unspent balance simply remains on your platform account.
Print and physical production
Printed material is made to order. Once artwork has been approved and sent to production, the order cannot be cancelled or refunded. If a printed item arrives materially different from the approved proof, or with a manufacturing defect, we will reprint it at no cost — please report it within 7 days of receipt with photographs.
Where we will refund
- We are unable to deliver work you have paid for, for reasons within our control
- A payment was taken in error, or duplicated
- A deliverable is materially not what was described on the Quote and we cannot correct it within a reasonable time
Approved refunds are issued by the original payment method within 10 business days.
Where we will not refund
- Results not meeting expectations, where the agreed work was performed — no agency can guarantee outcomes
- A change of mind after work has been completed and approved
- Delays caused by content, approvals or access not being provided
- Losses arising from platform policy decisions, account suspensions or algorithm changes
- Work approved in writing and subsequently found to contain an error present in the approved version
Raising a concern
Email info@hubfoliodigital.ca. We will respond within 2 business days and aim to resolve any dispute within 10 business days. Both parties agree to attempt resolution directly before taking any other step.