1. How this policy works
This Refund & Cancellation Policy is part of the Terms of Service of VMA Social Media LLC and applies to all plans, projects and hours purchased from us. If your signed Proposal or statement of work sets different refund or cancellation terms, the Proposal controls for that engagement.
All cancellation requests must be made in writing by email to billing@vmasocial.us from the email address associated with your account, or by another written method we confirm. Any notice period starts on the date we receive your request, and we will confirm it by email within one business day. Pausing a campaign, revoking our access or stopping payment is not a cancellation.
2. Billing and payment terms
- Currency and taxes. All prices are in U.S. dollars (USD), as set out in your Proposal. Applicable taxes are added where required.
- Monthly plans (Starter, Growth, Scale and other monthly services) are billed in advance on the same day each month as your first payment, and renew automatically each month until you cancel. By choosing a monthly plan you authorize us to charge your payment method on file on each billing date.
- Annual prepaid plans are billed once, in advance, for twelve (12) months and receive the discount stated in your Proposal.
- One-time projects (for example websites, stores, landing pages, branding, campaigns and automations) require a 50% deposit to start. The remaining 50% is due on delivery, before we release final files or launch the website, store or campaign.
- Consulting and training are billed in advance at the hourly rate stated in your Proposal.
- Payment methods. Card or ACH/bank transfer, processed by a PCI-DSS compliant third-party payment processor. We never store your full card number.
- Due date and late payment. Invoices are due within 7 days of the invoice date. Overdue amounts accrue a late fee of 1.5% per month (or the maximum allowed by law, if lower), and we may pause work after notifying you until the balance is paid. Paused time does not extend a billing period or create a credit.
- Failed payments. If an automatic charge fails, we will notify you and may retry the charge. Please update your payment method promptly to avoid interruption.
3. Cancelling a monthly plan
Monthly plans have no long-term contract. To cancel, send written notice to billing@vmasocial.us at least 30 days before you want the cancellation to take effect.
- We keep delivering the Services during the notice period.
- If a billing date falls within the notice period, that billing period is charged and the Services continue until the end of it. No further charges are made after that.
- We do not refund a billing period that has already started, in whole or in part, except as described in Section 4.
- Unused posts, videos, hours or other monthly allowances do not roll over to a later month and are not refunded.
- Downgrades take effect from the next billing date. Upgrades can take effect immediately, and the difference for the current period is invoiced.
4. First-month refund
If you are a new client on a monthly plan, you can receive a full refund of your first monthly payment if both of these conditions are met:
- you cancel in writing within 7 days of your first payment; and
- we have not yet delivered your first content calendar (or, for services without a calendar, the first Deliverable).
When you cancel under this section, the plan ends immediately and no notice period applies. This refund applies once per client and does not cover third-party costs already incurred for you (see Section 9).
5. Annual prepaid plans
You may cancel an annual prepaid plan with written notice. In that case, the months already used, including the month in progress, are recalculated at the regular monthly price, because the annual discount only applies to a full twelve-month term. We refund the difference between what you paid and the value of the months used at the monthly price.
Example. If you cancel during month 4 of an annual plan, those 4 months are recalculated at the regular monthly price of your plan, and we refund the amount you prepaid minus the value of those 4 months.
If the value of the months used at the monthly price is equal to or greater than what you paid, no refund is due. The first-month refund in Section 4 also applies to annual plans under the same conditions, in which case the full annual payment is refunded.
6. One-time projects
- Within 72 hours. If you cancel within 72 hours of paying the deposit and before we have started work, we refund the full deposit.
- After work has started. We refund the deposit minus the value of the work completed up to the date we receive your cancellation. Completed work is billed at the hourly rate stated in your Proposal, and we will send you a breakdown of the hours. Any third-party costs incurred for the project are also deducted. If the work completed is worth more than the deposit, no refund is due, and we will not charge you more than the amounts already paid unless your Proposal says otherwise.
- After approval or launch. No refund is available once you have approved the final delivery, or once the website, store, landing page or campaign has gone live.
- Delivered work. On cancellation, we deliver the completed work you have paid for. Unfinished work and drafts remain our property under the Terms of Service.
7. Consulting and training hours
Consulting and training hours are paid in advance. You can reschedule or cancel a session by giving us at least one business day of notice, and we will either move it to a new date or refund the unused prepaid hours. Sessions missed without that notice, and sessions already delivered, are not refundable.
8. Revisions and change requests
Each Deliverable includes 2 rounds of revisions within the approved scope. Dissatisfaction with a creative direction is handled through those revisions, not through a refund. Additional revision rounds, new concepts and changes of scope after approval are billed at the hourly rate stated in your Proposal or as quoted in writing, and are not refundable once performed.
9. Ad spend and third-party costs
Ad spend is never included in our fees and is never refunded by us. You pay it directly to Meta, TikTok, Google or the relevant platform with your own payment method. Any request for a refund or credit of ad spend must be made to that platform under its own policies.
The following third-party costs are non-refundable once purchased or committed on your behalf, even if the engagement is cancelled:
- domain registrations and renewals;
- hosting, themes, plugins, apps and software subscriptions;
- stock photos, videos, music, fonts and other licensed assets;
- influencer and UGC creator fees, product samples and shipping; and
- printing, travel or any other expense approved by you.
We are also not responsible for refunds or credits related to platform account bans, ad rejections, policy changes or outages. See Section 9 of our Terms of Service.
10. If we end the engagement
If we end a monthly plan for our own reasons (not because of a breach by you), we give you at least 30 days written notice and refund any prepaid fees for services we will not perform. If we cannot complete a project for reasons on our side, we refund the amounts paid minus the value of the completed work you keep.
If we end an engagement because you breached our Terms of Service or our Acceptable Use & Content Policy, fees already paid are not refunded and amounts due for work performed remain payable.
11. How refunds are paid
Approved refunds are issued to the original payment method used for the purchase. We process approved refunds promptly. Depending on your bank or card issuer, the funds usually appear within 5 to 10 business days. Payment processing fees charged by banks on international transfers, and losses from currency conversion, are outside our control. If the original payment method is no longer available, we will agree another method with you in writing.
12. Payment disputes and chargebacks
If you have a problem with a charge, please contact us first at billing@vmasocial.us. Most billing issues can be solved quickly, and contacting us is faster than a bank dispute.
Filing a chargeback or payment dispute for services that were delivered as agreed, or for charges made under the terms in this policy, is a breach of our Terms of Service. In that case we may pause the Services, and we may provide the payment processor and your bank with evidence of the agreement, the Services delivered, your approvals and our communications. If a dispute is decided in our favor, the original amount and any dispute fees remain payable.
Contact us about this document
VMA Social Media LLC
1200 Brickell Ave, Suite 1950, Miami, FL 33131, United States
Email: legal@vmasocial.us
Phone: +1 (305) 000-0000
We respond to written requests within thirty (30) days, unless this document states a different period.