Every Twelve Tribe engagement is custom. Our team sets aside time, talent, and resources for your project as soon as work begins. Because of this, we have a strict refund policy.
No Refunds Once Work Has Begun
Once work has begun on any service, no refunds will be given. "Work has begun" includes, but is not limited to: strategy or discovery sessions, account audits, campaign setup, design or development work, scheduling or pre-production, shoot days, or editing.
Advertising Spend
Ad spend collected as part of your recurring payment is passed through to advertising platforms (e.g. Meta, Google, TikTok). Once ad spend has been committed or spent, it cannot be refunded under any circumstances.
Recurring Services
Recurring plans, such as ad management, social media management, and content packages, may be cancelled with written notice as described in your Agreement. Cancelling stops future billing, but payments for the current or past billing periods are not refunded.
Before Work Begins
If you cancel in writing before any work has begun, we may, at our sole discretion, issue a full or partial refund, minus any non-refundable deposits or processing fees stated in your Agreement.
Chargebacks
By paying for our services, you agree to contact us first about any billing concern. Filing a chargeback for services already performed may lead to immediate suspension of all services and collection of amounts owed.
Contact
For billing questions, email support@twelvetribe.com.