Refund Policy

Effective Date: 5th of May 2025
Business Name: One Grey Hound Media (a division of One Grey Hound Ltd)
Website: www.onegreyhoundmedia.com

1. Introduction

This Refund Policy outlines the terms under which refunds may be issued for services purchased from One Grey Hound Media. By engaging our services, you acknowledge and agree to the conditions outlined below.

2. Non-Refundable Deposits

All service engagements require a 50% non-refundable deposit upon signing of the agreement. This deposit secures your booking and compensates for preliminary work, resource allocation, and scheduling. Under no circumstances will this deposit be refunded.

3. Service-Based Nature

As a creative and digital services provider, our work involves time, intellectual property, and resource commitments that begin once a project is confirmed. Due to the custom and time-based nature of our services, refunds are not generally provided once work has commenced.

4. Refund Eligibility

Refunds for the remaining balance (beyond the non-refundable deposit) may be considered under the following conditions:

Project Cancellation by Client (Pre-Production): If a project is cancelled by the client before any creative or strategic work begins (excluding the deposit), a partial refund may be issued at our discretion.
Service Delivery Failure: In rare cases where agreed services were not initiated or delivered as outlined in the signed agreement, and where we are found to be at fault, we will review the matter and offer a proportionate refund or service credit.
Unresolvable Disputes: If a service concern arises and cannot be resolved through reasonable revisions or communication, the matter may be escalated for review. Refunds or credits will be assessed on a case-by-case basis.

5. Non-Eligibility for Refunds

Refunds will not be provided in the following circumstances:

Client fails to provide required materials, communication, or approvals.
Delays caused by the client affecting agreed timelines.
Dissatisfaction due to subjective creative preferences after agreed scopes are met.
Services already delivered or significantly progressed.
Cancellation after the project has commenced or part-delivered.

6. Monthly Retainer Services

Monthly retainer fees are due on the 1st of each month. These fees are non-refundable once the new service period begins, as resources are allocated in advance. If you wish to cancel or pause your retainer, written notice must be provided at least 14 days prior to the next billing cycle.

7. Late Payments & Service Suspension

Payments not received by the 5th of the month will incur a 5% late fee. Services may be suspended or terminated if payments are more than 14 days overdue. Suspended services are not eligible for refund.

8. Refund Process

To request a refund or dispute a charge, please contact us in writing at hello@onegreyhoundmedia.com with your name, service package, invoice number, and reason for your request. All refund requests will be assessed within 10 business days.

9. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. The latest version will always be available on our website.