Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy ("Policy") governs all purchases and service agreements entered into with Adstorm LLC ("Adstorm," "we," "us," or "our"), a company incorporated under the laws of the Emirate of Sharjah and registered with Shams Media City Free Zone, Al Messaned, UAE.

We are committed to delivering high-quality consulting services and digital products. We understand that circumstances change, and this Policy is designed to be fair, transparent, and compliant with applicable consumer protection regulations, including the UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.

By purchasing any service or product from Adstorm LLC, you acknowledge that you have read, understood, and agree to the terms of this Policy.

2. Consulting Services

2.1 Cancellation Notice Period

Clients wishing to cancel an ongoing consulting engagement must provide a minimum of 14 calendar days' written notice prior to the intended cancellation date. Notice must be submitted in writing via email to hello@adstorm.agency or through the written communication method specified in your service agreement.

Cancellation is considered effective from the date Adstorm LLC confirms receipt of the written cancellation request in writing. Verbal cancellations are not accepted and will not be binding.

2.2 Pro-Rata Refund for Unused Services

Where a client has pre-paid for a defined consulting period (e.g., monthly retainer, project-based fee), and cancellation is requested with appropriate notice, Adstorm LLC will calculate a pro-rata refund for the unused portion of the paid period as follows:

• Monthly retainers: The refund is calculated based on the number of calendar days remaining in the current billing month after the effective cancellation date, divided by the total number of calendar days in that billing month, multiplied by the monthly fee.
• Project-based engagements: The refund is calculated based on the percentage of project milestones or deliverables not yet completed, as agreed upon in the project scope of work or statement of work ("SOW"). Work that has been initiated, is in progress, or has been substantially commenced will be considered partially completed for billing purposes.
• Hourly consulting: No refund is applicable for hours already billed and delivered. Prepaid hour packages refund the value of unused hours at the contracted rate.

Pro-rata calculations will be documented and provided to the client with the refund confirmation.

2.3 Non-Refundable Setup and Onboarding Fees

The following fees are strictly non-refundable under all circumstances, as they represent work performed and costs incurred at the commencement of the engagement:

• One-time setup fees
• Onboarding and account configuration fees
• Discovery and strategy session fees (once the session has been delivered)
• Audit fees (once the audit report has been delivered)
• Any fees for deliverables that have been completed and accepted by the client

2.4 Scope Changes and Amendments

If the scope of work is reduced or modified at the client's request during an active engagement:

• Scope reductions do not entitle the client to a retroactive refund for services already provided under the original scope.
• Future billing may be adjusted prospectively based on the amended scope, subject to a mutually executed scope amendment or change order.
• Adstorm LLC reserves the right to assess and charge for any additional work required to accommodate scope changes, even where those changes result in a net reduction of overall deliverables.

2.5 Early Termination by Adstorm LLC

In the event that Adstorm LLC terminates a consulting engagement for reasons not attributable to the client's breach, the client will receive a pro-rata refund for any prepaid fees covering periods after the termination date. In the event of termination due to the client's material breach of the service agreement, no refund will be issued for any remaining prepaid balance.

3. Digital Products and Educational Content

3.1 14-Day Cooling-Off Period

In accordance with the UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, consumers purchasing digital products and educational content from Adstorm LLC are entitled to a 14-calendar-day cooling-off period from the date of purchase, subject to the conditions and exceptions set out in this section.

To exercise your right of withdrawal within the cooling-off period, you must notify us in writing at hello@adstorm.agency before the 14-day period expires. Clear and unambiguous written notification is required - failure to notify within this window constitutes a waiver of the cooling-off right.

3.2 Conditions for Refund

A full refund will be issued under the cooling-off period where ALL of the following conditions are met:

• The refund request is submitted within 14 calendar days of the original purchase date.
• The content has not been fully accessed, downloaded, or consumed. For online courses and learning platforms, this means less than 20% of the course content has been accessed or viewed.
• No certificates, credentials, or downloadable assets included with the product have been generated, issued, or downloaded.
• The product has not been used to derive a commercial or professional benefit (e.g., implementing strategies, executing campaigns).
• The request is made by the original purchaser using the email address associated with the purchase.

3.3 Non-Refundable Scenarios

No refund will be issued in the following circumstances, regardless of whether the cooling-off period has elapsed:

• Fully consumed content: Digital courses, materials, or products that have been fully accessed, watched, read, or downloaded in their entirety.
• Substantially consumed content: Access to 20% or more of course content, modules, or materials constitutes substantial consumption, and no refund will be issued thereafter.
• Issued credentials: Once a certificate, credential, badge, or completion record has been issued or generated.
• Downloaded assets: Once any downloadable component of a product (templates, guides, workbooks, software files) has been downloaded.
• Live sessions attended: Once a live workshop, webinar, mastermind, or coaching session has been delivered and attended, that specific component is non-refundable.
• Promotional or discounted purchases: Products purchased at a promotional price of more than 40% below the standard retail price are non-refundable.
• Bundled purchases: Where a bundle has been partially used, only the unused components may be eligible for a partial refund at Adstorm LLC's sole discretion.
• Requests after the cooling-off period: Any refund request submitted more than 14 calendar days after the purchase date will not be considered, unless a separate written guarantee with an extended period was provided at time of purchase.

3.4 Subscription-Based Access

For subscription products providing ongoing access to educational content or platforms:

• Subscriptions may be cancelled at any time through your account portal or by contacting hello@adstorm.agency.
• Cancellation takes effect at the end of the current billing period. You will retain access to the platform until the period you have paid for expires.
• No partial refunds are issued for the remaining days in a billing period at the time of cancellation, unless a pro-rata refund is explicitly offered as part of the product's terms.
• Annual subscriptions cancelled within 14 days of the initial purchase date may qualify for the cooling-off refund, minus the value of any access already consumed.

4. How to Request a Refund

4.1 Submission Process

All refund requests must be submitted in writing via email to hello@adstorm.agency with the subject line: "Refund Request - [Your Order Number or Full Name]".

4.2 Required Information

To enable us to process your request efficiently, your refund request email must include the following information:

• Full name of the account holder or purchasing party
• Email address used at the time of purchase
• Order number, invoice number, or transaction reference (found in your purchase confirmation email)
• Date of purchase
• Product or service name for which the refund is requested
• Reason for the refund request - a clear and specific description
• Supporting documentation where applicable (e.g., evidence of a technical fault, billing error, or service failure)
• Preferred refund method (original payment method is standard; alternatives may be requested)

Incomplete submissions will be returned for additional information, which will pause the processing timeline.

4.3 Processing Timeline

Upon receipt of a complete and properly submitted refund request:

• Acknowledgment: Adstorm LLC will acknowledge receipt of your request within 2 business days.
• Review period: We will review your request within 5 to 10 business days. For complex matters or cases requiring investigation, we may extend this period and will notify you accordingly.
• Decision notification: We will notify you in writing of our decision - approval, partial approval, or denial - with reasons provided.
• Refund processing: If approved, the refund will be initiated within 14 calendar days of the approval date. The time for funds to appear in your account depends on your bank or payment processor and is outside our control.

For urgent matters, please include "URGENT" in your email subject line. We will use reasonable efforts to prioritise such requests but cannot guarantee expedited processing in all cases.

5. Refund Methods

All approved refunds will be returned via the original payment method used at the time of purchase. This includes:

• Credit card or debit card - refunded to the same card used for the transaction
• Bank transfer - refunded to the originating bank account
• Digital payment platforms (e.g., PayPal, Stripe) - refunded to the same account

Where the original payment method is no longer available (e.g., expired card, closed account), Adstorm LLC may issue a refund via an alternative method at our discretion. You will be required to provide verified banking or payment details, and Adstorm LLC may request identity verification before processing an alternative refund.

Refunds will be issued in the same currency as the original payment. Adstorm LLC is not responsible for any currency conversion losses, fees charged by your bank or payment processor, or exchange rate differences that may arise between the date of purchase and the date of refund.

6. Disputed Charges and Chargebacks

6.1 Internal Resolution Before Chargeback

We strongly encourage all clients and customers to contact Adstorm LLC directly before initiating a chargeback or payment dispute with their bank or card issuer. In most cases, disputes can be resolved faster through our internal process than through the card network dispute mechanism.

Please contact us at hello@adstorm.agency before filing a chargeback. We commit to responding to billing concerns within 2 business days.

6.2 Chargeback Consequences

Where a chargeback is filed without first contacting Adstorm LLC, or where a chargeback is filed frivolously or in bad faith:

• Access to all Adstorm LLC products, platforms, and services may be immediately suspended or terminated.
• Adstorm LLC reserves the right to recover any chargeback fees assessed by our payment processor from the client.
• Adstorm LLC will provide full transaction documentation and evidence to the relevant card network in accordance with chargeback dispute procedures.

6.3 Billing Errors

If you believe you have been charged incorrectly, or that an unauthorised transaction has occurred on your account, please contact us immediately at hello@adstorm.agency. We take billing errors seriously and will investigate all genuine billing error claims promptly.

7. Exceptions

In addition to the non-refundable scenarios described in this Policy, no refund will be issued under any circumstances where:

• The client or customer has violated Adstorm LLC's Terms of Service, acceptable use policies, or any applicable law in connection with their use of our services or products.
• The refund request is determined, in Adstorm LLC's reasonable assessment, to be fraudulent or made in bad faith.
• The client fails to provide sufficient information to verify the identity of the purchaser or the validity of the transaction.
• The claim is based solely on dissatisfaction with advertising campaign outcomes, market conditions, or results that fall within the normal range of variability inherent to performance marketing services. Please refer to our Disclaimer for full details on the nature of marketing results.

8. Force Majeure

Adstorm LLC will not be liable for any failure to deliver services, delays in processing, or inability to fulfil its obligations under this Policy that arise from causes beyond our reasonable control, including but not limited to: acts of God, natural disasters, war, terrorism, civil unrest, government actions or regulations, pandemics or public health emergencies, power outages, internet service disruptions, bank or payment processor outages, or other events constituting force majeure.

In the event of a force majeure occurrence, Adstorm LLC will notify affected clients as soon as reasonably practicable and will use commercially reasonable efforts to resume normal operations and fulfil outstanding obligations.

9. Modifications to This Policy

Adstorm LLC reserves the right to amend, modify, or update this Policy at any time. Changes will take effect upon posting of the revised Policy to this page, with the "Last updated" date amended accordingly.

Changes to this Policy will not apply retroactively to purchases made prior to the effective date of the change. For ongoing service agreements, material changes to refund or cancellation terms will be communicated in writing with a minimum of 30 days' notice before they take effect for existing clients.

Your continued use of our services or purchase of our products after the posting of any changes constitutes your acceptance of those changes.

10. Contact

For all refund and cancellation enquiries, please contact:

Please allow up to 2 business days for a response. Providing your order number or transaction reference in your email will help us assist you more efficiently.