Refund policy

Tranquility Media Refund & Service Policy

At Tranquility Media, we are committed to delivering high-quality digital marketing, branding, advertising, and creative services that help businesses grow through measurable and strategic execution.

Because many of our services involve digital work, consultation, strategic planning, and time-based deliverables, our refund and cancellation policy differs from traditional physical product returns.

Please review our policy below carefully before purchasing any service or digital product.

1. Service Cancellation Policy

Clients may request cancellation of a service agreement within 7 calendar days of payment, provided work on the project has not yet commenced.

Once project work, strategy development, research, campaign setup, design work, or consultation has started, cancellation requests will be reviewed based on the amount of work already completed.

If cancellation is approved:

  • Administrative fees may apply
  • Work already completed will be billed accordingly
  • Partial refunds may be issued where applicable

To request cancellation, please contact:

Email: hello@tranquilitymedia.co.za

2. Digital Marketing Services (Google Ads, Meta Ads, Paid Advertising)

For advertising management services including but not limited to:

  • Google Ads Campaign Management
  • Meta/Facebook Advertising
  • Instagram Advertising
  • WhatsApp Campaign Advertising
  • Lead Generation Campaigns
  • Conversion Optimization Services

Please note:

Management fees paid to Tranquility Media are non-refundable once campaign setup work has begun, including:

  • Account setup
  • Audience research
  • Campaign strategy development
  • Pixel and conversion tracking installation
  • Ad creative development
  • Campaign launch preparation

Advertising spend paid directly to platforms such as Google or Meta is managed separately and is subject to their individual billing systems.

Tranquility Media cannot refund advertising spend already used by external advertising platforms.

3. Website Development & Shopify Services

For services including:

  • Shopify Store Development
  • Website Design & Development
  • Landing Page Development
  • E-commerce Store Setup
  • Funnel Development

Refunds are handled according to project stage completion.

If work has already commenced:

  • Discovery and planning fees are non-refundable
  • Completed development work will be billed proportionally
  • Custom design work cannot be refunded once approved by the client

Projects abandoned for more than 30 days without communication may be closed and considered completed for billing purposes.

4. Branding & Design Services

Services include:

  • Logo Design
  • Brand Identity Design
  • Social Media Design
  • Marketing Collateral Design
  • Business Profile Design
  • Packaging Design
  • Graphic Design Services

Because all branding and design work is custom-created specifically for each client:

Payments for completed design work are non-refundable.

Refund requests may only be considered before design work begins.

Once concept development has started:

  • Deposits become non-refundable

  • Revision rounds will be honored according to the agreed project scope

5. Consulting & Strategy Sessions

This includes:

  • Marketing Strategy Consultations
  • Business Growth Consulting
  • Brand Positioning Sessions
  • Advertising Strategy Sessions
  • Campaign Audits
  • Business Development Advisory

Because consulting services involve immediate access to expertise and strategic knowledge:

  • Completed consulting sessions are non-refundable
  • Missed appointments without prior notice are non-refundable

Clients may reschedule with at least 24 hours prior notice.

6. Digital Products & Downloadable Resources

For digital products including:

  • Marketing Templates
  • Strategy Documents
  • Training Material
  • Courses
  • Downloadable Guides
  • Digital Resources Sold Online

Because digital products are instantly accessible after purchase:

All digital product purchases are final and non-refundable.

Exceptions may apply if:

  • The file is corrupted
  • The product was not delivered successfully
  • A technical issue prevented access

7. Subscription & Monthly Retainer Services

For monthly recurring services including:

  • Social Media Management
  • Paid Advertising Management
  • SEO Services
  • Content Management
  • Email Marketing Management
  • Community Management

Clients may cancel recurring services with 30 days written notice.

Please note:

  • Work completed during the current billing cycle remains billable
  • Refunds are not issued for partially completed billing periods

8. Service Delivery Issues

If you believe a service was delivered incorrectly or below agreed standards, please contact us immediately.

We will investigate issues involving:

  • Incorrect deliverables
  • Technical implementation errors
  • Missed deliverables
  • Service execution discrepancies

Where necessary, we may:

  • Correct the issue
  • Provide revisions
  • Provide replacement deliverables
  • Offer service credits where appropriate

9. Non-Refundable Situations

Refunds will not be provided for:

  • Change of mind after work begins
  • Delays caused by client failure to provide required information
  • Third-party platform issues (Google, Meta, Shopify, hosting providers, payment gateways)
  • Performance expectations outside agreed service scope
  • Advertising spend already used by advertising platforms
  • Custom creative work already delivered
  • Missed consulting sessions without prior notice

10. Payment Disputes

Clients are encouraged to contact us directly before initiating payment disputes.

We are committed to resolving disputes professionally and fairly.

For all billing disputes please contact:

Email: hello@tranquilitymedia.co.za

11. Contact Information

For cancellations, refunds, service disputes, or billing inquiries, contact:

Tranquility Media

Email: hello@tranquilitymedia.co.za
Website: www.tranquilitymedia.co.za

We are committed to transparency, professionalism, and long-term partnerships built on trust and measurable business growth.

Last Updated: 16 June 2026