Cancellation & Refund Policy
Last updated August 2026. Written to be read rather than to be impenetrable.
Principle
We invoice for work performed. If we have not done the work, we do not keep the money. This policy sets out how that applies in practice.
Project engagements
- Projects begin on receipt of an advance, typically 40% of the fee. This advance covers discovery and initial production and is non-refundable once that phase has started.
- If you cancel mid-project, you are invoiced for work completed to the cancellation date, calculated against the agreed phase milestones. Any balance already paid is refunded within 15 working days.
- All work completed and paid for is handed over, including source files.
- If we cancel a project other than for non-payment or breach, you receive a full refund of any amount paid for work not yet delivered.
Retainers
- Retainers are billed monthly in advance and run on a rolling basis.
- Either party may terminate with 30 days' written notice. The final month is worked and invoiced in full.
- Retainer fees are not refundable for a month already in progress, because the team's capacity has been reserved for it.
- On termination, all accounts, files, credentials and documentation are handed over at no additional cost.
Third-party and media costs
Advertising spend is billed directly to your own accounts by the platform and is never held by us; refunds for it are governed by the platform's own terms. Third-party costs we procure on your behalf — software licences, fonts, stock, print, talent — are non-refundable once committed, and we will always confirm before committing them.
Delays
Where a project is delayed by us beyond an agreed date without a reasonable cause we have notified you of, you may terminate and receive a refund for undelivered work. Where a project is delayed by awaiting client feedback, access or content, timelines shift accordingly and fees remain payable.
How to request
Email connect@proofox.com with your company name and the engagement reference. We acknowledge within 2 working days and resolve within 15 working days. Approved refunds are returned to the original payment method.
Disputes
If you are unhappy with the work, tell us before requesting a refund. In most cases we would rather fix it. Unresolved disputes are governed by the terms of the engagement agreement and the laws of India.