Refund & Cancellation Policy

1. General refund principle

Refund eligibility depends on:

• The type of service
• Whether work has started
• Work already completed
• Third-party expenses
• Advertising or media spend
• Resources committed to the project
• The reason for cancellation
• The applicable project agreement

A refund is therefore not automatically calculated solely from the original payment amount.

2. Cancellation before work begins

If a client cancels before meaningful work has started, The Royals may issue a refund after deducting an applicable administrative or cancellation amount.

As a general guideline, the retained amount may be approximately 15%–20%, depending on the circumstances.

3. Cancellation after work begins

If work has already commenced, the refundable amount may be calculated after deducting:

• Work already completed
• Third-party costs
• Advertising and media expenditure
• Non-refundable platform or software costs
• Resources already committed
• Applicable cancellation or administrative charges

Where appropriate, a refund may generally be around 80% of the eligible unused amount, but the final amount may vary according to the project circumstances.

4. Advertising and media spend

Advertising spend paid to or committed with third-party advertising platforms is generally not refundable by The Royals where the amount has already been spent or become non-refundable.

This includes, where applicable, advertising spend on platforms such as Meta, Google, TikTok, and similar services.

5. Failure to deliver by The Royals

If The Royals is unable to deliver an agreed service due solely to a material failure on our part, we will make reasonable efforts to resolve the issue.

Where the service genuinely cannot be delivered, we may provide a full refund of the applicable amount. Depending on the circumstances, we may also offer complimentary services or another mutually acceptable remedy.

6. Satisfaction-based and trial arrangements

For selected clients, The Royals may offer a special 100% satisfaction guarantee, trial period, or pay-after-service arrangement. This is offered at our discretion and must be expressly agreed upon before or at the beginning of the relevant service.

Where the written agreement states that a client is entitled to a 100% refund if they are not satisfied, the agreed terms of that arrangement will apply.

A general statement on this website does not automatically create a 100% refund entitlement for every client or service.

7. Client non-communication

Clients are expected to provide required information, approvals, content, access, and feedback.

If we are unable to continue because the client becomes unresponsive, we will generally attempt to contact the client up to three times. If there is still no response and the project cannot reasonably proceed, The Royals may terminate the project.

Any eligible refund will be calculated after applicable deductions, including work performed, expenses incurred, and applicable cancellation or administrative charges.

8. Client-caused delays

If a client communicates with us and provides a reasonable explanation for delays, we will generally work with the client to adjust the timeline where practical.

Client-caused delays do not automatically create a refund entitlement.

9. Custom agreements

Certain clients may receive customized payment, refund, cancellation, trial, satisfaction, or performance arrangements.

Where a signed or written project agreement contains specific refund terms, those terms may take precedence over this general policy for that project.

10. How to request a refund

Refund requests should be submitted to support@theroyalsmedia.com. The request should include:

• Client name
• Business or company name
• Project or service
• Payment information
• Reason for cancellation or refund
• Relevant supporting information

We may request additional information before making a decision.

11. Refund processing

Approved refunds will generally be processed through the original or an agreed payment method.

The time required for the refund to appear in the client’s account may depend on the bank, payment provider, or financial institution. Third-party transaction charges may be non-refundable where they have already been incurred.

12. Disputes

Refund or cancellation concerns should first be raised with our support team so that we can attempt to resolve the matter fairly.