Nitro Media Group Refund Policy
Introduction and Scope
Welcome to Nitro Media Group’s Refund Policy. This document is intended to clearly communicate our approach to refunds, cancellations, revisions, and other circumstances that might arise during the course of a project. Nitro Media Group (“we,” “us,” or “our”) is committed to delivering quality media services, including but not limited to digital marketing, SEO, content creation, local marketing operations, and related creative endeavors. Because our services are bespoke, our teams invest substantial time, energy, and resources into understanding your needs and crafting personalized solutions. As a result, we must implement a robust refund policy to ensure fairness to all parties and to protect the significant investments made in every project.
By engaging with Nitro Media Group, you (“client,” “you,” or “your”) acknowledge that you have read, understood, and accepted the terms contained herein. These terms also apply to any partners, affiliates, employees, or subcontractors acting on behalf of Nitro Media Group, as well as any entities working collaboratively with us to fulfill client projects.
This Refund Policy is integral to any service agreement, quote, or contract you enter into with Nitro Media Group. We encourage you to read this policy in detail prior to signing any agreement. For the sake of clarity, the Refund Policy, along with our Terms of Service and any other legal documentation provided by us, collectively forms the foundation of our business relationship. If you have any questions regarding this Refund Policy, please contact our team via email at info@nitromediagroup.com or by phone at the number listed on our website, and we will be happy to address any concerns.
1. Our Commitment to Quality
1.1 High Standards and Tailored Solutions
Nitro Media Group stands by a simple principle: we strive to exceed client expectations. Whether you have engaged us for SEO campaigns, content strategy, digital advertising, web design, or video production, we devote ourselves to understanding your specific goals and challenges. Our approach involves:
•In-depth consultations at project kickoff to align on objectives, style, and deadlines.
•Personalized strategies tailored to your brand’s voice, mission, and vision.
•Periodic reviews, updates, and checkpoints throughout the project’s lifecycle to ensure alignment.
1.2 Revisions and Communication
Quality also means refinement. We offer revision rounds (the number of which will be outlined in your project agreement) to account for minor adjustments and collaborative fine-tuning. To make the most of our revision process:
•Voice concerns early and clearly.
•Provide as much specific feedback as possible.
•Remain available for timely correspondence to keep the project on schedule.
We endeavor to deliver perfect results; however, if you feel there is a misalignment, please let us know as soon as possible.
1.3 Balancing Creativity and Business Realities
Creative work is inherently subjective. While our aim is to capture your vision accurately, it is important to recognize the nuance between objective misalignment (e.g., failing to follow agreed-upon specifications) and subjective dissatisfaction (e.g., personal preferences regarding color or tone). Our policy aims to address these distinctions and balance fairness to the client with the protection of our creative investments.
2. General Refund Policy
2.1 Refunds at Our Discretion
Refunds are granted exclusively at Nitro Media Group’s sole discretion. Because each project is unique, we evaluate refund requests on a case-by-case basis. That said, we do follow certain guiding principles to ensure consistent decision-making:
•We weigh the percentage of work completed against the remaining contractual obligations.
•We factor in any administrative or third-party costs incurred.
•We consider the nature of the client’s dissatisfaction, differentiating between deliverable misalignment and subjective preferences.
2.2 Limited Refund Circumstances
Our general stance is that refunds are rarely issued once work has commenced. However, in the event a deliverable does not meet the specifications outlined in your contract (due to factors within our control), we may consider a pro-rated or partial refund. This approach ensures you are not charged for undelivered aspects of the project while still compensating Nitro Media Group for any portions of work already completed.
2.3 Non-Refundable Deposits
Most of our projects require a deposit or retainer fee to secure your spot in our production or development schedule. These deposits cover initial consultations, research, project management, and operational overhead, and are therefore non-refundable. We strongly advise prospective clients to review all project details and scopes thoroughly to avoid misunderstandings or later regret regarding deposit payments.
3. Non-Refundable Payments
3.1 Deposits/Retainers
As stated, any deposit or retainer paid at the outset of a project is non-refundable. This payment solidifies your commitment to the project and compensates Nitro Media Group for the time and resources invested before production or creative work officially begins. Such costs may include:
•Gathering market insights and analytics.
•Conducting competitor research.
•Allocating design or development resources.
•Setting up project management software and timelines.
Because these tasks must be performed regardless of whether the project ultimately runs its full course, the deposit or retainer is non-refundable.
3.2 Completed Deliverables
Once we deliver final files or complete a milestone designated in the scope of work (SOW) and you approve it, the associated portion of the project is considered accepted and non-refundable. Approval can be given verbally, via email, or through any project management platform we use. If further adjustments are needed, these typically fall under additional revisions or subsequent project phases, not refunds.
3.3 Subjective Dissatisfaction
We aim for alignment between our creative direction and your vision from the get-go. However, if you find yourself dissatisfied purely due to personal or subjective preferences—such as font choices, color schemes, or stylistic flair—after you have already approved initial phases or drafts, refunds will not be granted. Our approach to design and content is collaborative; it is your responsibility to communicate preferences and concerns during the revision rounds.
3.4 Client Delays and Non-Communication
Refunds will not be granted if project delays are primarily attributed to the client. Examples include, but are not limited to:
•Delayed feedback or approval on submitted deliverables.
•Failure to provide critical assets (e.g., logos, brand guidelines) in a timely fashion.
•Extended periods of non-communication or unresponsiveness.
In such instances, Nitro Media Group reserves the right to pause the project or terminate the agreement, without providing a refund, in order to free up resources for other clients.
4. Third-Party Costs
4.1 Overview
In many projects, Nitro Media Group must purchase or subscribe to various third-party services or tools to fulfill project requirements. Examples include premium stock images, music licenses, specialized software, hosting platforms, and more. These expenditures often happen at the initial stages of the project to ensure we have all the resources needed to bring your vision to life.
4.2 Non-Recoverable Expenses
Because these costs are typically non-recoverable (i.e., we cannot return stock images or recoup software licensing fees once purchased), any refunds due to project cancellation or dissatisfaction will exclude these amounts. These fees will be clearly itemized in your invoice or SOW so you have visibility into the specific costs.
4.3 Subcontractor and Specialized Services
In certain circumstances, Nitro Media Group may engage subcontractors, freelancers, or external agencies to complete specialized components of your project—for example, a voice-over actor for a video, an illustrator for a custom graphic, or a translator for multilingual SEO. If such expenses have been incurred on your behalf, they are non-refundable. We will deduct these costs from any eligible refund amount.
4.4 Software and Subscription Fees
If your project requires ongoing usage of a particular software tool (e.g., advanced keyword research platforms, analytics dashboards, or scheduling tools) that necessitates a monthly or yearly subscription, these expenses are also considered third-party costs. Should you cancel the project or request a refund midway through a billing cycle, the pro-rated subscription fee for that cycle cannot be refunded.
5. Force Majeure
5.1 Definition
A “Force Majeure Event” refers to an occurrence beyond the reasonable control of Nitro Media Group, which prevents or delays us from fulfilling our obligations under any project agreement. Such events may include, but are not limited to:
•Natural disasters (floods, earthquakes, hurricanes, etc.).
•Pandemics or other public health crises.
•Widespread power outages, server downtime, or internet instability.
•Acts of war, terrorism, or civil unrest.
•Government-imposed restrictions or regulations that hinder normal operations.
5.2 Policy for Force Majeure Events
In the event of a Force Majeure Event, Nitro Media Group will make every reasonable effort to:
1.Notify Clients Promptly: We will communicate via email, phone, or another agreed-upon channel regarding how the event affects our services.
2.Reschedule and Adjust Timelines: Where feasible, we will propose a revised schedule that accounts for the downtime or impediments caused by the event.
3.Offer Partial Refunds (at Our Discretion): If we cannot complete the project due to a Force Majeure Event, we may issue a partial refund for undelivered work, minus any non-recoverable third-party or administrative expenses.
5.3 Liability Limitations
Nitro Media Group shall not be held responsible for any losses, damages, or missed opportunities due to project delays or cancellations resulting from a Force Majeure Event. By engaging with us, you acknowledge that such events are beyond our control and do not constitute a breach of contract.
6. Refund Eligibility
6.1 Failure to Deliver Services
Should Nitro Media Group be unable to deliver the promised services due solely to factors within our control (e.g., staff availability, lack of effort, or internal mismanagement), you may be eligible for a partial refund reflecting the unfulfilled portions of the project. However, such scenarios are exceedingly rare as we take pride in rigorous planning and resource allocation.
6.2 Cancellation by Nitro Media Group
If, for internal reasons, Nitro Media Group must cancel your project (e.g., unforeseen operational restructuring, leadership changes, or other internal shifts), we will issue a refund for any undelivered portion of work. The refunded amount will consider:
•Work already completed and accepted by the client.
•Non-recoverable third-party expenses.
6.3 Failure to Resolve Issues
We maintain an open communication channel to ensure alignment at every project phase. If you raise concerns about a deliverable and we cannot rectify the problem within the agreed-upon scope (including revision rounds), a partial refund may be considered. Typically, this situation arises if there is an unmistakable deviation from the signed contract that cannot be resolved through revisions. Please note:
•Vague or unsubstantiated claims, such as “I just don’t like it,” do not qualify for refunds.
•Clients must allow Nitro Media Group the opportunity to address and correct issues before a refund can be considered.
6.4 Exclusions
Refunds will not be granted for:
•Changes in your personal or organizational circumstances (e.g., budget cuts, strategic pivot).
•Delays or complications primarily caused by your team, partners, or affiliates.
•Dissatisfaction after significant work has been approved.
7. Cancellation Policy
7.1 Client-Initiated Cancellations
7.1.1 Before Work Begins
If you opt to cancel the project before we commence any substantial work or commit to third-party expenses, the deposit remains non-refundable. However, we may (at our sole discretion) credit your deposit toward future Nitro Media Group services, provided such services are booked within a specified timeframe agreed upon in writing.
7.1.2 After Work Has Started
Cancellation after Nitro Media Group has initiated project work will result in a pro-rated refund, if applicable. We will calculate the percentage of work completed and deduct any non-recoverable third-party costs, subcontractor fees, and the deposit from the refundable amount.
7.2 Cancellation by Nitro Media Group
On rare occasions, Nitro Media Group may find it necessary to cancel a project due to:
•Conflicts of interest identified post-contract.
•Resource limitations that arise unexpectedly.
•Discovery of illegal or unethical activities related to the client’s requested project scope.
In such cases, we will provide a partial or full refund (as deemed appropriate) for undelivered services. The amount refunded will reflect the degree of project completion and any costs incurred on your behalf.
7.3 Written Notice and Documentation
All cancellations—whether initiated by the client or Nitro Media Group—must be documented in writing (e.g., email). Once your cancellation request is received, we will respond within five (5) business days to confirm the effective cancellation date and provide an initial assessment of any potential refund.
8. Revision Policy
8.1 Revision Rounds
Your contract or statement of work will specify the number of revision rounds included. Typically, we offer two (2) rounds of revisionsto address minor tweaks and adjustments. If you require more extensive changes that fall outside the agreed scope, additional fees may apply.
8.2 Revision Deadlines
To keep projects moving efficiently, revision requests must be submitted by the deadline specified in your contract or by mutual agreement. Delayed feedback can set the entire project timeline back and may limit your eligibility for further revisions.
8.3 Scope of Revisions
Please note:
•Revisions must align with the original project scope and objectives outlined in the contract.
•Requests that introduce entirely new elements or significantly alter the initial scope may be treated as change orders or additional service requests and will incur separate costs.
Refunds will not be provided if you choose to decline the revision process or request out-of-scope changes that we cannot fulfill without additional compensation.
9. Process for Refund Requests
9.1 How to Request a Refund
If you believe you are entitled to a refund under this policy, follow these steps:
1.Submit a Written Request: Send an email to info@nitromediagroup.com with “Refund Request” in the subject line.
2.Include Supporting Details: Clearly state your project name, agreement date, and a detailed explanation of why you believe a refund is warranted. Provide any relevant screenshots, correspondence, or other materials that support your claim.
3.Await Review: We will thoroughly review your request within five (5) business days and respond with either a request for more information or an initial determination.
9.2 Resolution and Decision
Our priority is always to find an amicable solution. We may propose:
•Additional revisions to address the issues you have highlighted.
•Adjusted timelines or scopes.
•A partial refund if issues cannot be resolved.
If we cannot come to a mutually acceptable resolution, we may escalate the matter through our dispute resolution process (see Section 12).
9.3 Timing of Refunds
If a refund is approved, Nitro Media Group typically issues the payment via the original payment method within five (5) business days from the date of approval. Depending on your financial institution, it may take several additional days for the funds to appear in your account.
10. Refund Processing
10.1 Original Payment Method
All refunds (when approved) are processed using the payment method originally used to remit funds to Nitro Media Group, unless otherwise agreed in writing. If you paid via credit card, the refund will be credited back to that same card. If your card is no longer valid (e.g., it was canceled or lost), you must notify us in writing so we can make alternate arrangements.
10.2 Deduction of Non-Recoverable Expenses
As stipulated throughout this policy, any non-recoverable expenses, third-party costs, or administrative fees will be deducted from the final refund amount. We will provide an itemized breakdown of these deductions so you have full transparency into how the final figure was calculated.
10.3 Currency and Exchange Rates
For international clients, refunds will be issued in U.S. dollars (USD) unless otherwise stated in the contract. Exchange rate fluctuations are not the responsibility of Nitro Media Group; the actual refunded amount in your local currency may vary based on current market rates and any fees applied by your banking institution.
11. Client Responsibilities
11.1 Provision of Accurate Information
Timely and accurate information is crucial for the successful completion of any project. As a client, you are responsible for:
•Promptly providing branding materials, style guides, or any resources necessary for creative alignment.
•Ensuring contact details (phone numbers, email addresses) are up-to-date and monitored.
•Disclosing any relevant deadlines, budgets, or project constraints early in the process.
Failure to uphold these responsibilities can lead to miscommunication, delays, and potential forfeiture of refund eligibility.
11.2 Timely Feedback and Approvals
Your prompt feedback is essential. Delays in providing feedback may impact our ability to deliver on time or within scope. If repeated attempts to obtain your feedback are unsuccessful, Nitro Media Group may, at its discretion, pause the project. If the pause extends beyond a reasonable timeframe (typically 30 days), we reserve the right to treat the project as cancelled by the client, thereby negating any future refund claims.
11.3 Respect and Professional Conduct
We maintain a respectful work environment and expect our clients to do the same. Harassment, abusive language, or otherwise unprofessional behavior may result in immediate project termination without entitlement to refunds. While we value our clients, we also prioritize the well-being of our team.
12. Dispute Resolution
12.1 Mediation Before Legal Action
In the unfortunate event that a disagreement arises regarding the application of this Refund Policy, both Nitro Media Group and the client agree to first attempt resolution through mediation, facilitated by a neutral third party in the State of Texas (or another mutually agreed jurisdiction). Mediation sessions are private and confidential, and both parties will share the costs of mediation equally.
12.2 Governing Law
This Refund Policy, along with any associated agreements or statements of work, is governed by the laws of the State of Texas, without regard to its conflict of law provisions. Should disputes escalate beyond mediation, any resulting litigation must be filed in a court of competent jurisdiction located in or near San Antonio, Texas, unless otherwise specified in the contract.
12.3 Attorneys’ Fees and Costs
If legal proceedings arise, the prevailing party (the party in whose favor a judgment is rendered) may be entitled to recover reasonable attorneys’ fees and costs incurred during the dispute, as allowed by local law or as set forth in the applicable contract.
13. Intellectual Property and Ownership
13.1 Ownership of Work
All custom deliverables, concepts, and designs generated by Nitro Media Group remain our intellectual property until full payment is received. If you have not fully compensated Nitro Media Group (including any final balances remaining due to cancellations or partial refunds), you do not have the right to use, publish, replicate, or distribute any content, designs, or other materials produced by us.
13.2 Third-Party Licenses
Should your project require the acquisition of third-party licenses (e.g., stock photography, music, plugins), we will inform you in advance. You are responsible for adhering to the license terms attached to any third-party materials. Nitro Media Group is not liable for the misuse of licensed materials by the client post-delivery.
13.3 Portfolio Usage
We reserve the right to showcase completed projects (or portions thereof) in our portfolio or marketing materials to demonstrate the scope and quality of our work, subject to any confidentiality or non-disclosure clauses in your contract.
14. Disclaimer of Warranties
14.1 Services Provided “As Is”
Nitro Media Group strives to produce high-quality deliverables and strategic recommendations. However, we do not guarantee specific results in terms of sales, conversions, or search engine rankings, as many external factors (market conditions, customer behavior, algorithm changes) influence these outcomes. All services are provided on an “as is” basis without warranties of any kind, either express or implied.
14.2 Limitations on Liability
To the fullest extent permitted by applicable law, Nitro Media Group shall not be liable for any indirect, consequential, incidental, or punitive damages arising out of or related to the use of our services, even if we have been advised of the possibility of such damages. This limitation applies to any harm or losses you may incur due to errors, inaccuracies, or delays in our services.
15. Indemnification
15.1 Client Indemnification
You agree to indemnify, defend, and hold harmless Nitro Media Group, its affiliates, officers, employees, and agents from any and all claims, liabilities, damages, expenses, or losses—including reasonable attorneys’ fees—arising out of or connected to:
•Any breach of this Refund Policy or other applicable agreements.
•Your negligence or willful misconduct.
•Content or materials provided by you that infringe upon third-party rights or violate any laws.
15.2 Scope of Indemnification
Your indemnification obligations remain in effect even after project completion or cancellation, and will survive the termination of any contract or agreement with Nitro Media Group.
16. Changes to this Policy
16.1 Right to Amend
Nitro Media Group reserves the right to amend, update, or modify this Refund Policy at any time without prior written notice. Any revised version will be posted on our official website, along with the date of the latest revision. By continuing to engage our services after revisions are posted, you agree to the updated terms.
16.2 Client Notification
While we are not obligated to send individualized alerts for policy updates, we will make reasonable efforts to inform clients of significant changes that could materially affect their rights or obligations under this policy.
17. Severability and Entire Agreement
17.1 Severability
If any provision within this Refund Policy is found to be invalid or unenforceable by a court of competent jurisdiction, that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
17.2 Entire Agreement
This Refund Policy, along with any service agreements, statements of work, or other legal documentation provided by Nitro Media Group, constitutes the entire agreement between you and Nitro Media Group regarding refunds and payment obligations. No oral or written statements made by any party prior to or during the contract shall be construed to modify or supplement this policy, except through a formal amendment signed by both parties.
18. Frequently Asked Questions (FAQ)
To help clarify potential questions, we have compiled a brief FAQ section. These points do not override any terms set forth in this policy; rather, they serve as a quick reference.
Q1. Can I get a refund if I change my mind shortly after signing the contract but before paying the deposit?
•A1. If no deposit has been paid and no work has begun, there typically is no payment to refund. However, once a deposit is paid, it becomes non-refundable.
Q2. What happens if I am unsatisfied with the creative direction after the first round of revisions?
•A2. You should provide detailed feedback during the revision round to ensure we correct any issues. Refunds for dissatisfaction will not be considered unless Nitro Media Group fails to meet agreed-upon contractual specifications.
Q3. What constitutes ‘work completed’?
•A3. Completed work may include any deliverable or milestone explicitly mentioned in your contract, such as initial design drafts, written content, or partially finished video edits. Once delivered to you, that portion of the project is generally not eligible for a refund unless it significantly deviates from the contract.
Q4. If you cancel my project, how do you determine my refund amount?
•A4. We review all elements of the project to calculate what was delivered versus undelivered. The refund (if any) is based on the outstanding portion of the contract, minus non-recoverable expenses and administrative fees.
Q5. How soon can I expect a response to my refund request?
•A5. We generally respond within five (5) business days. In complex cases, we may need more time to investigate and gather information.
19. Contact Us
If you have any questions or concerns related to this Refund Policy, or if you would like to discuss any aspect of your project’s terms, feel free to reach out using any of the following channels:
•Email: info@nitromediagroup.com
•Phone: [210-876-1777]
•Website: nitromediagroup.com
Our team is committed to maintaining a transparent, professional, and respectful relationship with every client. We appreciate your business and look forward to helping you achieve your goals through our media and marketing services.
Closing Note
Thank you for taking the time to read this expanded Refund Policy. By thoroughly understanding these terms and conditions, you help us maintain a fair and productive working environment. Nitro Media Group values each client and is dedicated to providing exceptional service and attention to detail. It is our hope that this policy not only protects our interests but also clarifies expectations so that you feel confident partnering with us. If any part of this policy seems unclear or if you would like further clarifications, our customer service representatives are always here to assist.
Last Updated: [Dec 27th 2024]
(End of Policy )
