Refund & Cancellation Policy

1. How we bill

Project work is billed in stages — a deposit at kickoff, milestone payments as defined in your proposal, and a final settlement on completion. Monthly retainers (social media management, SEO, performance marketing and similar) are billed in advance for the coming month. Third-party costs such as ad spend, licences and stock assets are passed through transparently and are always non-refundable once committed, since we cannot recover them either.

2. Project deposits

The kickoff deposit reserves our calendar and starts work immediately — discovery, research and planning begin on day one. For that reason, deposits are non-refundable once kickoff has occurred. If you cancel before kickoff (after signing but before work starts), the deposit is refunded in full within 14 days.

3. Milestone billing and cancellation

• Completed milestones are non-refundable — the work was done and delivered.
• A milestone in progress at cancellation is billed pro-rata for work completed to the cancellation date.
• Future milestones not yet started are cancelled at no charge.
• Monthly retainers are non-refundable for the current billing month once it has begun; future months are cancelled at no charge with proper notice.

4. Cancellation notice periods

Project engagements require 14 days' written notice. Monthly retainers require 30 days' written notice before the next billing date — notice given mid-month takes effect at the end of the following billing cycle. Notice must be sent by email to info@evuiz.com so there is a clear written record; WhatsApp messages alone do not count as formal notice.

5. What happens to deliverables

On cancellation, we hand over everything completed and paid for up to the cancellation date — designs, copy, code, reports and account access. Work that is incomplete or unpaid remains our property until settled. As with all our engagements, ownership of deliverables transfers after final settlement of all outstanding invoices. We will also revoke our access to your platforms unless you ask us to keep it for a handover period of up to 14 days.

6. Retainer pauses

Life happens — launches slip, budgets freeze. A monthly retainer may be paused once per engagement for up to 60 days with 14 days' notice, and resumes at the same commercials. Pauses longer than 60 days are treated as cancellations, and restarting later requires a fresh proposal. Pause requests go to info@evuiz.com.

7. How to request a cancellation or refund

Email info@evuiz.com with the subject "Cancellation request" and include your name, engagement or invoice reference, and the effective date you are requesting. We confirm receipt within 2 business days and provide a written settlement statement — what is owed, what is handed over, and any eligible refund — within 7 business days. Eligible refunds are processed within 14 days of the settlement statement, to the original payment method where possible.

8. If we disagree

Talk to us first. Every dispute so far in our history has been resolved in a conversation, and we intend to keep it that way — email info@evuiz.com and we will respond personally. If we cannot resolve it directly, the dispute process in your signed agreement applies.