Cancellation
& Complaints

This policy explains the general approach used by Zavryn Reach when a client asks to cancel, pause or reschedule content creation or digital advertising services, or when a client raises a complaint. It applies unless a signed project agreement states different terms for a particular engagement.

Creative and advertising work is scheduled around defined capacity, preparation time and third-party deadlines. Cancellation treatment therefore depends on whether work has been reserved, started, delivered or committed to an outside provider. The company will consider each request reasonably and will explain the basis of any amount retained or due.

Submitting a website inquiry does not create a paid booking and may be withdrawn before an agreement is accepted. A cancellation policy becomes relevant after a written scope is accepted or payment is made.

A client may request cancellation before the agreed start date by providing clear written notice. If no work has begun and no non-cancellable cost has been committed, amounts paid may be refunded less any expressly agreed administrative or reservation fee.

If strategic review, scheduling, research, account preparation, briefing or other agreed work has already begun, that work will be treated as performed even when no final creative has yet been delivered. The company will provide a reasonable summary of completed or committed activity when calculating the remaining balance or refund.

A start date may be rescheduled by mutual agreement where capacity permits. Repeated rescheduling or a delay longer than the period stated in the project agreement may be treated as a pause or cancellation and may require a new timeline or updated fee.

For a fixed-scope project, the client remains responsible for completed work, time already reserved where the agreement makes it non-refundable, approved third-party expenses and commitments that cannot reasonably be reversed.

If cancellation occurs after a milestone has been delivered or approved, the fee assigned to that milestone is due. If the agreement does not assign milestone values, the company may calculate a proportionate amount based on work completed, scheduled capacity used and non-cancellable costs.

Materials provided after cancellation are limited to deliverables already paid for and eligible for delivery under the intellectual-property terms. Unused concepts, internal working files, source materials, templates and incomplete drafts are not automatically transferred.

A project may be closed after a prolonged client delay, missing approval, unavailable source material or loss of required platform access. Before closure, the company will make a reasonable attempt to identify what is needed and provide a practical response period.

Monthly services continue for the service period stated in the written agreement. A cancellation notice applies at the end of the current paid period unless the agreement provides a different notice period. Work already scheduled or performed within that period remains payable.

Unused monthly capacity does not automatically roll over or convert to a cash refund unless agreed in writing. Monthly capacity is reserved to support the agreed content and campaign activity during that period.

Advertising spend is normally paid directly by the client and is separate from management fees. The client is responsible for reviewing platform billing and pausing campaigns when access is retained by the client. When authorized access is available and cancellation is effective, Zavryn Reach will take the agreed steps to stop managed activity, but third-party processing or platform delays may still occur.

A refund request must identify the project, payment, reason for the request and requested resolution. Eligibility depends on the written scope, completed work, approvals, delivered files, reserved capacity, third-party commitments and any breach affecting performance.

Completed and accepted work is generally not refundable solely because a client changes direction, no longer needs the material or does not achieve a hoped-for commercial result. Advertising and content performance depend on factors outside the company’s control and are not guaranteed.

If the company cancels an engagement without client breach and cannot provide the remaining agreed work, it will return the portion of prepaid fees reasonably attributable to undelivered services, less approved non-cancellable costs. Refunds, when approved, are issued to the original payment method where practical and may require ordinary processing time.

Nothing in this policy limits a non-waivable right or remedy available under applicable law.

A complaint should be submitted promptly after the issue is identified and should include the client’s name, project or invoice reference, a clear description of the concern, relevant dates, supporting material and the preferred resolution. Clear information helps the matter be reviewed without avoidable delay.

The company will acknowledge a sufficiently detailed complaint within five business days when reasonably practicable. It will then review the relevant agreement, correspondence, approvals, delivery records and platform information. A substantive response will normally be provided within fifteen business days, although a complex matter or third-party investigation may require more time.

Possible resolutions may include clarification, correction of an administrative error, completion of an omitted agreed item, a reasonable revision within scope, a revised delivery plan, service credit, partial refund where justified, or closure with an explanation. A requested resolution is considered but is not automatically granted.

If a client disagrees with the initial response, the client may request a second review and explain the specific point that remains unresolved. The second review will be conducted using the available project record and any new relevant information supplied by the client.

The parties are encouraged to attempt good-faith informal resolution before beginning formal proceedings. Any dispute-resolution provision in the applicable written agreement remains controlling. Complaint records may be retained for a reasonable period for quality, accounting, security and legal purposes.

Abusive, threatening, discriminatory, knowingly false or repetitive communications that do not provide new information may be limited. This does not prevent a client from raising a genuine concern or exercising a legal right.

Advertising platforms, social networks, hosting providers, payment services and other third parties control their own systems and policies. Account restrictions, review delays, outages, rejected advertisements, algorithm changes and third-party billing issues are not automatically defects in the company’s services.

The company will provide reasonable assistance within the agreed scope, but a client may need to communicate directly with a platform owner or other provider. Fees charged by a third party remain subject to that provider’s terms.

This policy may be updated for future engagements when services, business practices or legal requirements change. The version in effect when a written engagement is accepted applies unless the parties later agree otherwise. A website update does not retroactively change a signed project agreement.