Legal
Refund and Cancellation Policy
Last updated: April 22, 2025
This policy explains when refunds and cancellations are available for AdPlug services. By purchasing you agree to this policy.
When analysis begins
Analysis is considered to have begun when AdPlug confirms by email that the submitted information is complete and the order has entered analysis. This confirmation is the reference point for all refund eligibility below.
Cancellation before analysis begins
If you cancel your order before receiving the confirmation that analysis has begun, you are entitled to a full refund. Email [email protected] with your order details to request cancellation.
Cancellation after analysis begins but before delivery
Once analysis has begun, a partial refund may be issued at AdPlug's discretion based on the work already completed. Contact [email protected] as soon as possible if you wish to cancel after analysis has started.
After the report is delivered
Because reports are custom digital deliverables, they are non-refundable once delivered. If the delivered report does not match the scope you purchased, or contains a material error on our part, contact us within 7 days of delivery and we will correct it or issue a full or partial refund at our discretion.
Duplicate payments
If you are charged more than once for the same order, contact [email protected] immediately. Duplicate charges will be refunded in full.
Non-delivery
If AdPlug does not deliver your report within the stated timeframe after receiving all required usable information, you may contact [email protected] to request either a revised delivery date or a full refund for the undelivered service.
Incomplete or unusable information
If the information you submit is incomplete, unusable, or does not match the purchased package, AdPlug will contact you before analysis begins to request the missing information. Delivery timing is paused until complete, usable information is received.
No response within 14 days
If AdPlug has requested missing information and you do not respond within 14 days, the order may be placed on hold. Contact [email protected] to resume the order. Orders held for more than 60 days without a response may be cancelled. A refund for an order cancelled under this clause is subject to the general terms of this policy.
Strategy Session — consultation rules
The Strategy Session includes a 60-minute video consultation call. Scheduling instructions are sent by email after purchase. The call must be scheduled within 60 days of purchase.
- One reschedule is permitted with at least 24 hours' notice.
- Cancellations made more than 24 hours before the scheduled call time are eligible for a refund of the consultation portion only.
- Missed appointments and late cancellations (less than 24 hours' notice) are non-refundable.
- The written report is delivered separately and is not contingent on the consultation call being scheduled or completed.
How to request a refund
Email [email protected] with your order details and the reason for your request. Approved refunds are returned to your original payment method via Stripe, typically within 5–10 business days.