How refunds, pauses, and cancellations work across our retainer and project engagements.
Retainer fees cover strategy, management, and production time allocated for that calendar month and are non-refundable once work has begun, as our team's time and media planning are committed at the start of the period. Retainers may be canceled with 30 days' written notice after the minimum term in your SOW (typically six months) has been completed.
If a client wishes to cancel before completing the minimum term stated in their SOW, the client remains responsible for the remaining months' fees at the retainer rate, or a negotiated early-termination fee, unless Elite NextGen agrees otherwise in writing. This reflects the strategist and channel allocation committed to the account for the full term.
Projects billed by milestone (such as website builds or brand identity packages) follow this structure:
Advertising spend billed directly by ad platforms (Google, Meta, LinkedIn, etc.) is governed by that platform's own billing and refund terms and is outside Elite NextGen's control. Where Elite NextGen advances ad spend on a client's behalf, unspent, reconciled balances are refunded or credited within 30 days of account closure.
Clients may request to pause an active retainer for up to 60 days per calendar year (for example, due to seasonality) with 15 days' notice. Paused months do not count toward the minimum term, and campaigns may require a brief reactivation period to resume full performance.
If you're dissatisfied with a deliverable, contact your strategist within 10 business days of delivery. We'll work with you on revisions within the scope of your SOW at no additional cost. Requests for refunds due to marketing performance (such as lower-than-hoped traffic or conversions) are evaluated case by case, since results depend on many factors outside our direct control, as described in our Terms of Service.
Send a written request to info@elitenextgen.com or call (215) 998-8002. Please include your company name and account strategist so we can process your request promptly.