REFUND POLICY
Last Updated: August 18, 2026
This Refund Policy explains when purchases from Agency NI (“Agency NI,” “we,” “us,” or “our”) may be eligible for a refund, replacement, correction, or other resolution.
Because Agency NI offers digital creative products, downloadable content, custom work, creative services, and potentially physical products, different rules may apply depending on what you purchased.
1. DIGITAL PRODUCTS
Digital products may include downloadable images, campaign materials, layouts, video, editorial content, creative assets, and other electronically delivered content.
Because digital products can be accessed, downloaded, copied, or used immediately after delivery, purchases of successfully delivered digital products are generally final once access or delivery has occurred.
This does not affect any refund, correction, replacement, or other right that applies under applicable law or the circumstances described below.
2. WHEN WE WILL REVIEW A REFUND REQUEST
Agency NI will review a refund or resolution request when:
- You were charged more than once for the same purchase
- You were charged for an order that Agency NI cancelled
- The purchased digital product was not delivered or could not reasonably be accessed
- The delivered files are materially defective or corrupted
- The product delivered is materially different from the product purchased
- A technical error attributable to Agency NI prevents reasonable use of the purchased product
- A refund or other remedy is required by applicable law
Depending on the circumstances, Agency NI may correct the problem, replace the affected files, restore access, provide the correct product, issue a partial refund, or issue a full refund.
3. CHANGE-OF-MIND PURCHASES
A change of mind, change in creative preference, change in business plans, or decision not to use an otherwise correctly delivered digital product does not ordinarily qualify for a refund after the product has been delivered or accessed.
We encourage customers to review product descriptions, examples, included deliverables, licensing terms, and compatibility requirements before completing a purchase.
4. DOWNLOAD OR ACCESS PROBLEMS
If you purchase a digital product but are unable to download or access it, please contact Agency NI before initiating a payment dispute whenever reasonably possible.
We will make a reasonable effort to restore access, provide a replacement download, or otherwise correct a delivery problem attributable to Agency NI.
An inability to access a product caused solely by unsupported customer hardware, software, storage limitations, internet connectivity, or third-party systems outside Agency NI’s control does not automatically create a right to a refund, although we will reasonably assist where possible.
5. DEFECTIVE OR INCORRECT FILES
If delivered files are corrupted, incomplete, materially defective, or not the files associated with your purchase, contact Agency NI with enough information for us to identify the transaction and problem.
Agency NI may first attempt to correct or replace the affected files when doing so provides the customer with the product originally purchased.
If Agency NI cannot reasonably provide the purchased product or correct a material delivery defect, an appropriate refund may be issued.
6. DUPLICATE OR ERRONEOUS CHARGES
If you believe that you were charged more than once for the same transaction or that an incorrect amount was charged, contact Agency NI promptly.
Verified duplicate or erroneous charges attributable to Agency NI will be corrected or refunded as appropriate.
7. CUSTOM AND COMMISSIONED WORK
Custom campaigns, Enterprise projects, commissioned creative work, consulting, production services, and other individually developed services may require Agency NI to reserve production time or begin work specifically for a customer.
Deposits, retainers, milestone payments, and cancellation terms for custom work may therefore be governed by a proposal, statement of work, order, or separate written agreement.
Unless a separate agreement states otherwise, amounts attributable to work already performed, approved milestones, purchased third-party services, or non-recoverable project expenses are generally not refundable.
If Agency NI is unable to provide a paid portion of a custom project that has not yet been performed, we will address the unperformed portion in accordance with the applicable project agreement and law.
8. CREATIVE PREFERENCE AND SUBJECTIVE RESULTS
Creative work is inherently subjective.
A customer’s later preference for a different style, composition, talent selection, edit, concept, color treatment, campaign direction, or other subjective creative choice does not by itself make an accurately described and properly delivered product defective.
For custom projects, revision rights and approval procedures will be governed by the applicable project terms.
9. COMMERCIAL PERFORMANCE
Agency NI does not ordinarily provide refunds because a creative product or campaign fails to achieve a particular level of sales, engagement, advertising performance, audience growth, publicity, conversion, or other commercial result.
Creative and commercial performance depends on many factors outside Agency NI’s control unless a specific performance commitment has been expressly included in a separate written agreement.
10. LICENSE VIOLATIONS
A customer is not entitled to a refund merely because Agency NI restricts or terminates use of content following a material violation of the applicable License Agreement or Terms of Service.
This section does not affect rights or remedies that cannot lawfully be excluded.
11. PHYSICAL PRODUCTS
If Agency NI offers prints, books, merchandise, or other physical products, return and refund terms applicable to those products may be stated separately on the relevant product page or in a Shipping and Returns Policy.
If a physical product arrives damaged, defective, or materially different from what was ordered, please contact Agency NI promptly so that we can review the issue.
Nothing in this Policy limits rights concerning damaged, defective, incorrectly supplied, or otherwise nonconforming merchandise where applicable law provides a remedy.
12. REFUND REQUESTS
To help us review a refund or correction request, please provide:
- Your name
- The email address associated with the order
- Your order number, if available
- The product or service involved
- A clear description of the problem
- Relevant screenshots or supporting information when appropriate
Agency NI may request additional information reasonably necessary to verify the transaction or understand the reported problem.
13. HOW REFUNDS ARE ISSUED
Approved refunds will ordinarily be returned through the original payment method when reasonably possible.
After Agency NI submits a refund, the time required for the amount to appear on your account may depend on the payment processor, card network, financial institution, or payment method.
Agency NI does not control processing delays imposed by an independent bank or payment provider after a refund has been submitted.
14. PAYMENT DISPUTES AND CHARGEBACKS
If you believe there is a problem with an Agency NI purchase, we encourage you to contact us first so that we have an opportunity to investigate and resolve the issue.
Nothing in this Refund Policy limits a cardholder’s right to contact a card issuer, payment provider, regulatory authority, or other party where such a right exists under applicable law or payment-network rules.
Agency NI may provide transaction records, delivery records, customer communications, license terms, and other relevant information to a payment processor or financial institution when responding to a payment dispute.
15. REFUNDS AND LICENSE RIGHTS
If Agency NI issues a full refund for a digital product, the license associated with that refunded purchase ends unless Agency NI expressly states otherwise.
After receiving a full refund, the customer must stop using the refunded content and should delete copies within the customer’s reasonable control.
A partial refund does not automatically terminate a license unless the refund agreement or applicable circumstances state otherwise.
16. CONSUMER RIGHTS
Nothing in this Refund Policy is intended to waive, restrict, or eliminate a refund, replacement, cancellation, warranty, dispute, or other consumer right that cannot lawfully be waived.
Where applicable law provides greater rights than this Policy, applicable law will control.
17. CHANGES TO THIS POLICY
Agency NI may update this Refund Policy to reflect changes in our products, services, payment systems, business practices, or legal obligations.
Changes will apply prospectively as appropriate and will not retroactively remove refund rights associated with a completed transaction where doing so would be prohibited by law.
18. CONTACT AGENCY NI
Questions or refund requests may be submitted through the contact information provided on our website.
Agency NI
Website: agency-ni.com
When contacting us about a purchase, please include your order information so that we can identify the transaction as quickly as possible.
