Refund & Cancellation Policy

1. Overview

This policy outlines the terms for cancellation of services and refund eligibility for clients of Eye of Hours Media LTD ("Company," "we," "our"), registered in England and Wales under company number 17112953, at 128 City Road, London, EC1V 2NX.

2. Service Cancellation

Clients may cancel their service engagement by providing written notice via email to admin@eyeofhours.media. Unless otherwise specified in your service agreement, the following notice periods apply:

• Monthly retainer packages — 30 days' written notice before the next billing cycle
• Project-based engagements — cancellation terms as specified in the relevant statement of work
• Custom strategic retainers — 60 days' written notice, or as agreed in the contract

3. Refund Eligibility

Refunds are assessed on a case-by-case basis, subject to the following general guidelines:

• Unused prepaid services — if cancellation notice is provided before work has commenced on a prepaid period, a full refund of the unused portion will be issued
• Partially delivered services — refunds will be prorated based on the work completed at the time of cancellation, as determined by our project management records
• Media spend — any advertising budget already committed to or spent on third-party platforms (Google Ads, Meta, TikTok, etc.) is non-refundable, as these funds are disbursed directly to the platforms
• Setup and onboarding fees — these are non-refundable once the onboarding process has commenced

4. Refund Process

To request a refund, contact us at admin@eyeofhours.media with the subject line "Refund Request" and include your company name, service agreement reference, and reason for the request.

We will acknowledge your request within 5 business days and provide a determination within 14 business days. Approved refunds will be processed within 30 days of approval via the original payment method.

5. Disputes

If you are dissatisfied with a refund determination, you may escalate the matter by contacting the Managing Director directly at admin@eyeofhours.media. We are committed to resolving disputes fairly and promptly.

6. Exceptions

In exceptional circumstances — including but not limited to service failures attributable to the Company, regulatory changes that prevent service delivery, or force majeure events — we may offer full or partial refunds outside the standard guidelines at our discretion.

7. Cooling-Off Period

For new clients, we offer a 14-day cooling-off period from the date of signing the service agreement. If you wish to cancel within this period and no substantive work has been delivered, a full refund of any fees paid will be issued (excluding any third-party media spend already committed).

8. Changes to This Policy

We reserve the right to update this policy. Changes will be posted on this page with a revised "Last updated" date. Existing service agreements will be governed by the policy in effect at the time of signing unless both parties agree otherwise.

9. Contact

Eye of Hours Media LTD
128 City Road, London, EC1V 2NX
Email: admin@eyeofhours.media