Clear, fair, and transparent. Here is exactly how refunds, cancellations, and disputes are handled at DPX Agency.
We built this policy on a simple principle: you should never pay for work that wasn't delivered. We stand behind every project with genuine accountability. This policy outlines when and how refunds apply across our service categories.
All project engagements require a 50% non-refundable deposit to secure your project slot and initiate work. This deposit covers discovery, planning, and the initial production phase.
The remaining balance — paid at project completion — is fully refundable within 7 days of final delivery if the delivered work materially fails to meet the written brief agreed at project commencement. Requests must be submitted with specific, documented reasons tied to the agreed brief.
Refund requests based on change of aesthetic preference, business direction changes, or factors outside the original brief are not eligible.
Monthly retainer fees are non-refundable once the service month has commenced. Cancellations require 14 days written notice and take effect at the end of the current billing cycle. Any work completed prior to cancellation is billable.
If DPX Agency fails to deliver the agreed monthly deliverables as specified in your retainer scope, a pro-rated credit will be applied to your next invoice.
Service credits for uptime failures are governed by our SLA Agreement. These credits are applied as account credits and are not issued as cash refunds.
Submit your refund request in writing via WhatsApp (08087039301) or through our contact form. Include your project name, invoice number, and a clear description of the delivery failure. We will acknowledge your request within 24 hours and provide a resolution within 5 business days.
Eligible refunds are processed within 10 business days of approval, via the same payment method used for the original transaction.
If you believe a refund was incorrectly denied, you may escalate to our director via the contact details on our Contact page. DPX Agency is committed to resolving all disputes in good faith before any formal proceedings.