Refund & Cancellation Policy

The short version

This policy applies to every service and product purchased from Maple Media Group Ltd. It forms part of our Terms of Service.

1. Your right to cancel

Monthly retainers

Retainers run on a rolling monthly basis. You may cancel at any time by giving 30 days' written notice by email. Your service continues to the end of the notice period and no further payment is taken after that. Fees already paid for a month that has been worked are not refunded.

Fixed-fee projects

You may cancel a project at any time by writing to us:

• Before work begins — full refund of any deposit paid, with no deduction.
• After work begins — we refund any part of the fee relating to work not yet carried out. You are charged only for work completed up to the cancellation date, calculated against the milestones in your proposal. We send you a written breakdown.
• After final delivery — the fee is not refundable, because the work has been supplied. Section 4 still applies if the work is defective.

Native Advertising Library (digital download)

You have 14 days from the date of purchase to cancel and receive a full refund, with no reason required.

There is one exception, set out clearly at checkout. Because the files are supplied immediately, you are asked to tick a box confirming two things: that you want access straight away, and that you understand you lose the 14-day cancellation right once the download begins. If you tick that box and download the files, the purchase is no longer refundable on a change of mind.

• You have not downloaded the files — full refund within 14 days, no questions asked.
• You downloaded them, having ticked the immediate-access box — the 14-day right no longer applies, but section 4 does: if the material is faulty, incomplete or not as described, you are entitled to a repair, replacement or refund.
• You could not access the files at all — we resend the link. If we cannot get the files to you within 5 business days, you receive a full refund.

We do not tie the refund to how much you have read, and we do not ask you to prove you tried the material first.

Managed advertising spend

Advertising budget you have paid to us but which has not been spent on a platform is returned in full, by the method you paid, within 10 business days of cancellation. Management fees for periods already worked are not refundable. Money already spent on advertising platforms cannot be recovered, as it has been paid to a third party.

Consumers

If you are buying as a consumer rather than for business purposes, you have a statutory right to cancel within 14 days of entering into the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to start work during that period, you may still cancel, but we may charge for work carried out up to the point you tell us. These rights are in addition to everything above.

2. What is not refundable

• Services already delivered and accepted.
• Digital downloads where you asked for immediate access, waived the 14-day cancellation right at checkout, and have downloaded the files — unless the material is faulty or not as described.
• Advertising spend already paid to a third-party platform such as Outbrain, Taboola or Meta.
• Third-party costs already incurred on your behalf — domains, hosting, licensed fonts, stock imagery and software subscriptions.
• Time spent on work you requested outside the agreed scope and approved in writing.

3. How to request a refund

1. Email billing@maplemediagroup.co.uk from the address on your account.
2. Include your invoice or order number, the date of payment and a short description of what you are asking for.
3. We acknowledge every request within 2 business days.
4. We give you a decision in writing within 5 business days of acknowledging it, with our reasoning.
5. Approved refunds are issued within 10 business days of the decision.

You do not need to use a form or call anyone. An email is enough.

4. If the work is not right

If a deliverable does not match what was agreed in your proposal, tell us within 14 days of delivery. We will correct it at no extra cost. If we cannot bring it up to the agreed standard within a reasonable time, we will refund the portion of the fee relating to that deliverable. This does not affect your statutory rights.

5. How refunds are paid

Refunds are always returned to the original payment method. Card payments are refunded through Stripe to the card used; bank transfers are returned to the originating account. We cannot refund to a different card, account or person.

Once processed, funds typically appear within 5–10 business days for cards, depending on your bank. Bank transfers usually clear within 1–3 business days. We do not charge a fee to process a refund.

6. Before you raise a chargeback

If you believe a charge is wrong, please contact us first at billing@maplemediagroup.co.uk. We can almost always resolve billing questions faster than a card dispute, which can take several weeks. Contacting us does not affect your right to dispute a charge with your bank or card issuer if you are not satisfied with our response.

7. Complaints and contact

If you are unhappy with how we have handled a refund, write to hello@maplemediagroup.co.uk marking your email “Complaint”. We will respond within 10 business days with a final position.

We may update this policy. The version that applies to your purchase is the one published on this page on the date you paid. Material changes are notified to active clients by email at least 30 days in advance.

Maple Media Group Ltd
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Telephone: +44 20 3150 0491
Billing: billing@maplemediagroup.co.uk
General: hello@maplemediagroup.co.uk