Refund policy

We want you to be satisfied with the work you order. This policy explains, in plain terms, how cancellations and refunds work. It is part of, and should be read with, our Terms (User Agreement).

Cancelling before work starts

If you cancel an order before we have started work on it, you receive a full refund of the amount paid for that order.

If something is not right after work starts

If you are not happy with a deliverable, tell us. We will first put it right — through revisions, redoing the work, or a suitable replacement. Where that is not appropriate, we may agree a credit to your balance or a partial refund. We aim to resolve issues fairly rather than turn them away.

What is not refundable

Amounts for work that has already been completed and delivered are not refundable, and neither are third-party costs already incurred on your behalf — for example advertising spend or paid placements.

Balance and unused funds

Unused funds in your balance can be applied to future orders. You can also request a refund of an unused balance to your original payment method.

How refunds are paid

Where a refund is approved, it is returned to your original payment method. Processing times depend on your payment provider.

Payment errors

Duplicate or mistaken charges are corrected promptly — just let us know and we will fix them.

Before you raise a chargeback

If anything seems wrong with a payment, please contact us first at info@stergomedia.com. We resolve most issues quickly, and getting in touch is faster than a chargeback.

Governing law

This policy is governed by the laws of the United Arab Emirates and is read together with our Terms.

Contact

Refund questions can be sent to info@stergomedia.com.