01 — Overview
Our Approach to Refunds
At ScaleUp, we are a service-based business. Once our team invests time, strategy, and expertise into your campaigns, that work cannot be "returned." However, we believe in fairness — if we haven't delivered on our end, we will make it right.
This policy applies to all clients of ScaleUp, whether on a monthly retainer, project-based, or any other engagement model. By proceeding with our services, you agree to this refund policy.
Tip: Before signing up, we encourage you to ask us any questions during the discovery call. We want you to be 100% confident before we begin working together.
02 — Eligible for Refund
What Is Refundable
The following situations may qualify for a full or partial refund:
- Advance Payment — Work Not Started: If you paid an advance and ScaleUp has not yet commenced onboarding or any work, you are eligible for a full refund of the advance amount
- First 15 Days — No Significant Work: If you request cancellation within the first 15 days of a billing cycle and our team has not delivered any significant work (campaigns not set up, no strategy delivered), a 50% pro-rata refund of that month's retainer may be issued at ScaleUp's discretion
- Duplicate Payment: If you accidentally paid twice for the same invoice, the duplicate amount will be fully refunded within 5 business days
- ScaleUp Cancels the Engagement: If ScaleUp terminates the engagement without cause on our end, any unused portion of the current month's retainer will be refunded
Note: All refund approvals are at ScaleUp's sole discretion based on the work delivered at the time of the request.
03 — Not Refundable
What Is Not Refundable
The following are strictly non-refundable under all circumstances:
- Onboarding & Setup Fees: Once onboarding has commenced (access given, kickoff call done, strategy started), setup fees are non-refundable
- Monthly Retainer After 15 Days: If significant work has been delivered (campaigns live, reports sent, creatives made), the retainer for that month is non-refundable
- Ad Spend: Money spent on Meta Ads, Google Ads, or any other ad platform is non-refundable. This is governed by the respective platform's own policies
- Creative Production Costs: If creatives (designs, videos, copy) have been produced and delivered, those costs are non-refundable even if the campaign is cancelled
- Consultation Fees: Any strategy sessions, audits, or consulting work already delivered is non-refundable
- Results-Based Dissatisfaction: Refunds are not issued solely on the basis of campaign results not meeting expectations, as performance depends on multiple external factors
Important: Poor ROAS, low leads, or campaign underperformance alone are not grounds for a refund. We commit to our best work — not guaranteed outcomes.
04 — Refund Timeline
Refund Processing Timeline
Once a refund is approved, here is how long it takes:
| Refund Type | Processing Time |
|---|
| Duplicate Payment | 3–5 Business Days |
| Advance — Work Not Started | 7–10 Business Days |
| Partial Retainer (First 15 Days) | 10–15 Business Days |
| ScaleUp-Initiated Cancellation | 7–10 Business Days |
Refunds will be processed to the original payment method used — bank transfer, UPI, or Razorpay. International refunds via Skydo may take additional time depending on banking processes.
05 — Cancellation Policy
Cancellation of Services
If you wish to cancel our services, the following terms apply:
- Notice Period: A written notice of 30 days is required via email to sameer@thescaleup.com
- During Notice Period: ScaleUp will continue delivering services during the 30-day notice period and will invoice normally for this period
- Outstanding Dues: All pending invoices must be cleared before campaign data and account access are returned to you
- Handover: Within 7 business days of final payment, ScaleUp will provide all campaign data, ad account access, and creative assets belonging to the client
- Immediate Cancellation: If you wish to cancel immediately without notice, you will be billed for the current month in full regardless of date
Reminder: Cancellation does not automatically mean a refund. Please refer to sections 02 and 03 for refund eligibility.
06 — Ad Spend
Ad Spend Policy
ScaleUp manages ad campaigns on platforms like Meta and Google, but does not directly hold or manage client ad budgets. Clients fund their own ad accounts directly.
- Ad spend is separate from ScaleUp's management fee
- Once ads are live and budget is spent, ScaleUp cannot recover that spend
- For Meta Ads refunds, refer to Meta's official billing support
- For Google Ads refunds, refer to Google's billing & payments policy
- ScaleUp is not liable for any ad spend losses due to platform issues, account suspensions, or policy violations
Platform Links: Meta Billing Support — facebook.com/business/help | Google Ads Billing — support.google.com/google-ads/billing
07 — Request a Refund
How to Request a Refund
To submit a refund request, follow these steps:
- Email us at sameer@thescaleup.com with subject line: "Refund Request — [Your Business Name]"
- Include your invoice number, amount, payment date, and reason for the request
- Submit your request within 7 days of the invoice date
- Our team will review and respond within 10 business days
- If approved, the refund will be processed as per the timeline in Section 04
ScaleUp reserves the right to update this Refund Policy at any time. Continued use of our services constitutes acceptance of the revised policy.
