Refund & Cancellation Policy

At International Scale Limited, we are committed to delivering exceptional results and maintaining transparency in all our business practices. This Refund and Cancellation Policy outlines the terms under which refunds and cancellations are processed for our paid advertising services.

Service Fees vs. Advertising Spend

It's important to understand the distinction between our service fees and advertising spend:

• Service Fees: Monthly management fees paid to International Scale Limited for advertising strategy, campaign management, optimization, creative development, and reporting services.
• Advertising Spend: Budget paid directly to advertising platforms (Facebook, Google, TikTok, Taboola, etc.) for ad delivery and impressions. This is separate from our service fees and is non-refundable as it goes directly to the platforms.

Service Fee Refund Policy

Initial 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on all new client engagements:

• If you're unsatisfied with our service within the first 30 days, you may request a full refund of service fees (not advertising spend)
• Refund requests must be submitted in writing to admin@internationalscalelimited.com
• You must provide specific feedback about why you're unsatisfied to help us improve
• We will process approved refunds within 7-10 business days
• This guarantee applies only to first-time clients and cannot be used on renewed contracts

After Initial 30-Day Period

After the initial 30-day satisfaction guarantee period:

• Service fees are non-refundable for work already performed
• You may cancel at any time with 30 days written notice
• Upon cancellation, you will be responsible for service fees through the end of the notice period
• Partial month refunds are not available
• All campaign implementations, strategies, and optimizations completed remain yours

Advertising Spend Refund Policy

Advertising spend paid to third-party platforms (Facebook, Google, TikTok, Taboola, etc.) is non-refundable under all circumstances because:

• These funds are paid directly to advertising platforms, not to International Scale Limited
• Ads are delivered in real-time and impressions/clicks cannot be reversed once served
• Platform policies do not allow refunds for ad spend once campaigns are live
• You maintain full ownership and control of all advertising accounts
• All ad spend is transparent and verifiable through your own platform access

Cancellation Policy

How to Cancel

To cancel your service agreement:

1. Submit written notice to admin@internationalscalelimited.com with "Service Cancellation Request" in the subject line
2. Include your company name, account details, and desired effective cancellation date (minimum 30 days from notice)
3. We will confirm receipt within 2 business days
4. A final invoice will be sent for services through the end of the notice period
5. We'll schedule a transition call to ensure smooth handoff of all campaigns and data

Minimum Contract Terms

Most service agreements include a minimum term commitment:

• Standard Contracts: 3-month minimum commitment for all advertising services
• Custom Enterprise Contracts: Terms vary based on individual agreements and campaign scope
• Early cancellation within the minimum term may result in early termination fees as outlined in your service agreement
• The early termination fee typically equals 50% of remaining contract value

What Happens When You Cancel

Upon service cancellation:

• You retain full ownership of all advertising accounts (Facebook Business Manager, Google Ads, TikTok Ads Manager, Taboola account)
• All implemented campaigns, ad creatives, audiences, and strategies remain yours
• We provide a comprehensive final performance report detailing all campaign results
• We offer transition documentation with recommendations for continuing campaigns independently
• Access to our proprietary tools, dashboards, and optimization platforms will end on the cancellation date
• All tracking pixels, conversion events, and analytics implementations remain functional
• We can provide training documentation for your team if requested
• All confidentiality obligations remain in effect per our service agreement

Service Suspension

We reserve the right to suspend or terminate services immediately without refund if:

• Payment is not received within 15 days of the due date
• Client violates advertising platform policies or terms of service
• Client provides false, fraudulent, or misleading information
• Client engages in prohibited, illegal, or unethical business activities
• Client violates our Terms of Service or this Refund Policy
• Advertising accounts are suspended due to policy violations
• There is evidence of fraud, chargebacks, or payment disputes

Refund Processing

When a refund is approved:

• Refunds are processed using the original payment method
• Processing time is 7-10 business days from approval date
• Bank or payment processor processing may take an additional 5-7 business days
• You will receive email confirmation when the refund is initiated
• We provide a detailed breakdown of the refund amount and calculations
• International wire transfer fees (if applicable) may be deducted from refunds

Platform Account Suspensions

If your advertising accounts are suspended or disabled by platforms:

• Service fees are non-refundable as suspension is beyond our control
• We will assist with appeals and account reinstatement at no additional charge
• If suspension is due to policy violations, you remain responsible for all fees
• If suspension is due to platform error, we'll work to resolve it but cannot refund fees
• Service may be paused during suspension without refund until accounts are reinstated

Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute:

• Services will be immediately suspended pending resolution
• We will provide all documentation and evidence to your payment processor
• Unwarranted chargebacks may result in permanent service termination
• You will be responsible for all chargeback fees, administrative costs, and legal expenses
• We encourage direct communication to resolve any billing concerns before initiating disputes

Dispute Resolution

If you have concerns about billing, services, or refunds:

1. Contact Your Account Manager: Reach out immediately to discuss the issue
2. Escalate if Needed: Email admin@internationalscalelimited.com if unresolved
3. Management Review: We will investigate and respond within 5 business days
4. Mediation: If still unresolved, we'll engage in good-faith mediation in Hong Kong

All disputes will be handled fairly and professionally with the goal of mutual satisfaction.

Special Circumstances

In cases of extreme hardship, technical failures on our part, or other extenuating circumstances, we may consider exceptions to this policy on a case-by-case basis. Factors we consider include:

• Documented technical failures preventing campaign delivery
• Significant personal hardship or business circumstances
• Force majeure events affecting your business operations
• Material breach of service agreement by International Scale Limited
• Platform outages or technical issues beyond reasonable expectations

Please contact us at admin@internationalscalelimited.com to discuss your specific situation.

Non-Performance Scenarios

If we fail to deliver services as outlined in your agreement:

• You may request a pro-rated refund for undelivered services
• We will work to remedy the situation before processing any refund
• Documentation of non-performance must be provided
• Refunds will be calculated based on actual work completed vs. contracted scope
• Platform performance issues (low ROAS, poor results) do not constitute non-performance

Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date.

However, any changes will not affect existing service agreements unless both parties agree to amended terms in writing. Your existing contract terms will remain in effect for the duration of your agreement.

Jurisdiction and Governing Law

This Refund Policy is governed by the laws of Hong Kong Special Administrative Region. Any disputes arising from this policy will be resolved in accordance with Hong Kong law and jurisdiction.

Currency and International Payments

Refunds will be processed in the same currency as the original payment. For international clients:

• Exchange rate fluctuations between payment and refund dates are not our responsibility
• International wire transfer fees may be deducted from refund amounts
• Processing times may vary for international transactions
• All refund amounts will be calculated based on the original invoiced amount