Refund & Cancellation Policy

Last Updated: March 22, 2025

At Vertex Media Group, we are committed to delivering high-quality services and ensuring client satisfaction. This Refund & Cancellation Policy outlines the terms and conditions under which refunds and cancellations are handled.

1. Service-Based Engagements

1.1 Consulting & Marketing Services

Our consulting and marketing management services are billed based on the terms outlined in your Service Agreement or Statement of Work (SOW). Due to the nature of professional services, the following refund terms apply:

• Before work begins: If you cancel before any work has commenced, you are entitled to a full refund of any prepaid service fees.
• After work has begun: If work has already commenced, you will be billed for the services rendered up to the cancellation date. Any prepaid fees for undelivered services will be refunded on a pro-rata basis.
• Completed deliverables: Fees for completed and delivered work are non-refundable.

1.2 Ad Spend

Advertising spend paid directly to third-party platforms (Meta, Google, TikTok, etc.) is non-refundable by Vertex Media Group. Refund requests for ad spend must be directed to the respective advertising platform. We can assist you with this process upon request.

2. Training & Educational Programs

2.1 Online Courses & Workshops

• Refund window: You may request a refund within 14 days of purchase, provided you have not accessed more than 25% of the course content.
• After the refund window: Refund requests submitted after 14 days or after accessing more than 25% of the content will generally not be approved.
• Live workshops & events: Cancellations made at least 7 days before the event date are eligible for a full refund. Cancellations within 7 days of the event may be eligible for a credit toward a future event.

2.2 One-on-One Coaching

Coaching sessions are non-refundable once a session has taken place. Unused sessions from prepaid packages can be refunded on a pro-rata basis if cancellation is requested in writing.

3. Subscription Services

If you are on a monthly subscription plan:

• You may cancel at any time. Cancellation will take effect at the end of the current billing period.
• No refunds are provided for the current billing period once payment has been processed.
• To cancel, please contact us at least 5 business days before your next billing date.

4. How to Request a Refund

To request a refund, please follow these steps:

1. Send an email to contact@vertexmediagroup.com with the subject line "Refund Request"
2. Include your full name, the service or product purchased, the date of purchase, and the reason for your refund request
3. Our team will review your request and respond within 5 business days
4. If approved, refunds will be processed to the original payment method within 10 business days

5. Exceptions

Refunds may not be available in the following circumstances:

• Services that have been fully delivered as agreed in the SOW
• Custom work or deliverables created specifically for your business
• Situations where the client has violated our Terms of Service
• Where the client has failed to provide required materials or access, causing delays

6. Dispute Resolution

If you are dissatisfied with a refund decision, we encourage you to contact us directly. We are committed to resolving disputes fairly and amicably. You may also exercise your rights under applicable consumer protection laws.

7. Chargebacks

We encourage clients to contact us directly to resolve any billing concerns before initiating a chargeback through your bank or payment provider. Filing a chargeback without first attempting to resolve the issue with us may result in suspension of services and additional administrative fees.

8. Contact Us

For refund requests or questions about this policy, please contact:

NAMORIE SERVICES FZE
d/b/a Vertex Media Group
Email: contact@vertexmediagroup.com
Address: Business Center, Sharjah Publishing City Free Zone, UAE