Refund & Cancellation Policy

Overview

Nile Spectra provides bespoke services and platform access rather than physical goods. This policy sets out how cancellations, refunds and payment disputes are handled across our engagement models: project-based work, monthly retainers, and Nile Spectra Orion subscriptions.

Project-based engagements

• Advances paid to begin a project (e.g. a shoot, a campaign build, a landing page) are non-refundable once work has commenced, as they cover time, planning and resources already committed.
• If a project is cancelled by the client before any work has begun, any advance paid will be refunded in full within 14 business days, less any non-recoverable third-party costs already incurred on the client's behalf (e.g. a booked shoot location).
• If a project is cancelled after work has begun but before completion, fees for work completed to date are payable, and any balance of an advance beyond that is refunded within 14 business days.

Monthly engagements

• Monthly fees are billed in advance and are non-refundable for the month already billed, since the team and media allocation for that month have already been committed.
• Either party may cancel an ongoing monthly engagement with 30 days' written notice. Work continues, and the final month is payable, through the end of the notice period.
• No cancellation fee applies beyond the notice-period billing above — there is no long-term lock-in.

Nile Spectra Orion subscriptions

• Implementation fees (migration, configuration, training) are billed once and are non-refundable once implementation work has started, as they reflect time and resources committed to your specific setup.
• Subscription fees billed monthly or annually are non-refundable for the period already paid. Cancelling an annual subscription mid-term does not entitle the client to a pro-rated refund for unused months, unless required by applicable law.
• Clients may cancel an Orion subscription with 30 days' written notice before the next billing date, to take effect at the end of the current billing cycle. Business data remains exportable for a reasonable period after cancellation, as described in the Privacy Policy.
• If a technical fault on our side prevents reasonable use of Orion for an extended period, a pro-rated service credit or refund for the affected period may be issued at our discretion.

Generally non-refundable

Regardless of engagement type, the following are not eligible for refund once incurred:

• Third-party ad spend already delivered to a platform (Google, Meta, LinkedIn, etc.) — refunds for undelivered ad spend, if any, are handled directly by that platform under its own policy;
• Third-party licences, stock assets, or tools purchased on the client's behalf at the client's request;
• Time and resources already committed to work delivered, even if the final deliverable is later not used by the client.

How to request a cancellation or refund

Email [email protected] with your company name, the engagement or invoice in question, and the reason for the request. We will confirm receipt within 2 business days and resolve most requests within 14 business days.

Disputed or failed payments

If a payment fails or is disputed with your bank or card issuer without first contacting us, we reserve the right to suspend active services or Orion access until the matter is resolved. We encourage clients to reach out to us directly first — most billing questions can be resolved faster that way than through a formal chargeback.

Changes to this policy

We may update this policy from time to time; the terms in effect at the time an Order is signed apply to that engagement. The "Last updated" date above reflects the most recent revision.