Refund Policy
Last updated: April 21, 2026
We stand behind our work and want every client to feel they got real value. This policy outlines when and how refunds are issued for orders placed with Apex Engage Digital.
1. Scope
This policy applies to all packaged services purchased through our website (BigCommerce, Shopify, and WordPress development; Graphic Designing; Google Analytics setup; Influencer Campaigns; Performance Marketing; and Integrated Search). Custom engagements covered by a separately signed SOW are governed by the terms in that SOW.
2. Pre-work cancellation (full refund)
If you cancel an order before any work has begun, you are entitled to a full refund. To qualify, you must email [email protected] with your order number within 48 hours of purchase and before any deliverable, draft, or research has been started.
3. Refunds for in-progress work
Once work has started, refunds are pro-rated based on completed deliverables:
- 0–25% complete — refund of 75% of the order amount, less any third-party costs already incurred (e.g., influencer fees paid, ad spend deposited).
- 26–50% complete — refund of 50% of the order amount, less third-party costs.
- 51–75% complete — refund of 25% of the order amount, less third-party costs.
- 76–100% complete — no refund; deliverables will be transferred in current state.
"Percent complete" is determined in good faith by reference to the milestones listed in your order or the agreed scope. Time spent on discovery, research, drafts, briefs, and revisions all count toward completion.
4. Quality guarantee
If a final deliverable materially fails to meet the agreed scope, you may request revisions at no extra cost. We will work with you in good faith for up to two (2) rounds of revisions before considering a refund request. Subjective preference (e.g., "I changed my mind on the color palette") does not constitute a quality failure.
5. Non-refundable items
The following are non-refundable once incurred:
- Third-party fees we paid on your behalf — including ad spend, influencer fees, paid stock licenses, premium plugin or theme licenses, premium hosting fees, and payment-processing fees.
- Custom development hours billed against an hourly engagement.
- Strategy, audit, and consulting deliverables already issued (PDFs, Loom walkthroughs, written recommendations).
- Subscription and retainer fees for the current billing period after the period has begun.
6. Performance-based services
Services in the Performance Marketing, Influencer Campaigns, and Integrated Search categories are not refundable based on outcome. We do not guarantee specific revenue, ROAS, ranking, or conversion results — these depend on factors outside our control (your offer, product, market, ad platform algorithms). Refunds in these categories are issued only for material non-delivery of contractually agreed work.
7. Chargebacks
Please contact us before filing a chargeback. We are committed to resolving disputes fairly and quickly. Filing a chargeback without first attempting to resolve the issue with us may result in suspension of services and pursuit of the disputed amount through other channels.
8. How to request a refund
To request a refund:
- Email [email protected] from the address used at checkout.
- Include your order number and the reason for the request.
- We will respond within 3 business days with a decision.
- Approved refunds are issued to the original payment method via Stripe and typically arrive in 5–10 business days, depending on your card issuer.
9. Disputes
If you disagree with a refund decision, you may escalate by replying to our written response. We will assign the matter to a senior team member for re-review. Final decisions are at our reasonable discretion and consistent with this policy.
10. Contact
Apex Engage Digital
8 THE GREEN SUITE A, DOVER, DE 19901
[email protected]