Before work begins
If you cancel an engagement before any paid work has started and before the agreed kickoff, prepaid fees for that unused engagement are generally refundable, less any non-refundable third-party costs already incurred at your request. If we cannot accept a request or determine before kickoff that the work is outside scope, prepaid fees for that unused engagement will be refunded to the original payment method.
After work begins
Once kickoff or paid diagnostic work has started, fees for time and deliverables already produced are not refundable. If a project is cancelled mid-stream, we will invoice or retain fees for completed work and reasonable wind-down, and refund any unused prepaid balance if one remains.
Deposits & prepaid fees
Deposits reserve calendar time. They are applied to the engagement invoice. Unused deposits after a client-initiated cancellation that occurs after kickoff are handled as described above.
Retainers
Monthly retainers, when a statement of work includes them, may be cancelled with written notice before the next billing period, unless that agreement sets a minimum term. The current period is not refunded once work for that period has started. Media, platform, and cloud charges billed by third parties are never refunded by us.
How to request a change
Write to community@tradingmatrixmedia.com with the engagement name and the change you need. We will confirm receipt and the commercial effect in writing.