Refund & Cancellation Policy

This policy outlines the terms for cancellation and refunds related to creative production services provided by Marly Creative Concepts LLC ("Marly," "we," "us," or "our"). This policy applies to all retainer and project engagements and supplements the terms in your service agreement or Statement of Work, if applicable.

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Retainer Engagements

Cancellation

Either party may cancel a retainer engagement with 30 days' written notice. Upon receiving notice:

• Work already in progress will be completed and delivered per the current scope.
• No new campaign work will be initiated after the notice date.
• The retainer will terminate at the end of the current billing cycle following the 30-day notice period.

Unused Retainer Credits

Retainer ad set credits are scoped to the billing cycle in which they are issued. Unused credits do not roll over to subsequent months unless explicitly stated in your service agreement.

Refunds

• Current billing cycle: If cancellation notice is given before any work has been initiated in the current billing cycle, that cycle's retainer fee will be refunded in full.
• Work in progress: If work has already been initiated in the current billing cycle, no refund will be issued for that cycle. All completed and in-progress work will be delivered.
• Prior billing cycles: Fees for prior completed billing cycles are non-refundable.

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Brand Setup Fee

The one-time brand setup fee covers the initial onboarding of your brand into our production workflow. This fee is non-refundable once the setup process has begun, as it represents dedicated production time specific to your brand.

If setup has not yet begun at the time of cancellation, the brand setup fee will be refunded in full.

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Project-Based Work

For any one-off or project-based engagements:

• Before work begins: Full refund of any deposit paid.
• After work begins but before first review: 50% refund of the project fee.
• After first review delivery: No refund. All completed work will be delivered.

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Rush & Priority Delivery Fees

Rush and priority delivery surcharges are non-refundable once the expedited work has been scheduled, as these fees reflect the reprioritization of our production queue.

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Revision Limits

Revisions included in your retainer tier or project scope are part of the service scope. Additional revisions beyond the included limit are billed at the rate specified in your service agreement and are non-refundable once the revision work has been completed.

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Disputes

If you believe a refund is warranted due to a quality issue or service failure, contact us at hello@marly.cc within 14 days of the relevant delivery. We will review the concern and work toward a resolution in good faith. If we determine the delivered work did not meet the specifications outlined in the agreed scope, we will either re-execute the work at no additional cost or issue a partial or full refund at our discretion.

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How to Cancel

To initiate a cancellation, send written notice to hello@marly.cc. Your notice should include your company name, the retainer or project being cancelled, and your preferred effective date. We will confirm receipt and outline any remaining deliverables or final invoicing within 2 business days.

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Changes

We may update this policy from time to time. Changes will be posted on this page with an updated date. Material changes to refund or cancellation terms for active clients will be communicated directly.

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Contact

Questions about cancellations or refunds? Contact us at hello@marly.cc.