Refund Policy

Mad Cool HiFi sells engagements, not subscriptions. Each tier — Foundation, Acquisition, Compound — is a one-time setup followed by a month-to-month retainer. This policy covers how setup fees, retainers, pauses, and engagement-end deliverables work. The full engagement terms live in the Terms of Service.

Setup fees

Setup is a build phase: pixel and tracking install, listings cleanup, ad-account audits and wiring, creative kickoff. The setup fee is non-refundable once we begin work. If you cancel before kickoff, we prorate against what's already been done and refund the rest within ten business days.

Monthly retainers

After setup completes, retainers run month-to-month. Cancel with thirty days' written notice to hello@madcoolhifi.com. The current paid month is non-refundable, but we keep delivering through the end of that month and through the notice period. There's no fourteen-day trial window — that's a consumer pattern, and this isn't a consumer product.

Pausing the engagement

If you need to step out — slow season, ownership change, a quarter where you can't run ads — the $500/month hold fee keeps tracking, dashboards, and creative live so you can reactivate without redoing setup. You can convert a pause to a full cancel at any time with the same thirty-day notice.

Make-goods for material under-delivery

If a paid month is materially under-delivered on our side — pixel was offline for the bulk of the month, ad accounts were paused without notice, deliverables in your tier didn't ship — let us know within thirty days. We'll make it right with one of: extending the engagement, crediting the next invoice, or refunding the impacted portion of that month. Material means meaningful, not minor; performance variance from the ad platforms isn't under-delivery.

Moving between tiers

Step up or down anytime. Retainer changes prorate to the next billing cycle. The setup delta only applies to net-new infrastructure you didn't already pay to build.

What you keep when the engagement ends

Your accounts are yours. Within fourteen days of the final billed day we hand off ownership of any ad accounts we managed, source files for creative produced during the engagement, and access to dashboards we built. We don't hold your data hostage.

Chargebacks and exceptions

If something's wrong, email first — we resolve disputes faster than your bank will. Filing a chargeback before raising a written dispute terminates the engagement immediately, accelerates any unpaid balance, and is enforceable in collections. Refunds and make-goods are also unavailable when the underlying issue is a material breach of the Terms of Service — bypassing tracking, sharing dashboards externally without permission, or running competing campaigns through accounts we manage.

A separate paid membership product exists alongside the agency tiers; refund terms for that product live in the member portal and don't apply to the engagements covered here.