1. Scope and business clients
This Refund Policy forms part of the Terms of Service of Adcure Agency and describes when Adcure refunds subscription fees, service fees and prepaid advertising budget. Capitalised terms have the meaning given in the Terms of Service.
Adcure provides its Services only to businesses. The statutory fourteen-day right of withdrawal for consumers therefore does not apply, and no cooling-off period applies to Subscriptions, deposits or Top-ups. Refunds are made only in the cases described in this policy, in the Terms of Service, or where mandatory law requires it. Adcure may, at its own discretion, make a goodwill refund in other cases; a goodwill refund does not create a right to future refunds.
2. Subscription fees
Subscription fees are charged in advance for each monthly billing period. Once a billing period has started, the fee for that period is not refunded, in whole or in part, if the Client cancels, does not use the Services, changes its business plans or is unable to use the Ad Accounts for reasons attributable to the Client or to a Platform decision concerning the Client's advertising.
Adcure does refund a Subscription fee in the following cases:
- the Client was charged twice for the same period, or charged an amount that differs from the price agreed, in which case the difference is refunded;
- Adcure has been unable to provide the Client with any working Ad Account during an entire billing period for reasons not attributable to the Client, in which case the Client may choose between a replacement Ad Account with the fee credited to the next period, or a refund of the fee for that period;
- Adcure terminates the Agreement for its own reasons (not because of a breach by the Client) during a billing period, in which case the fee for the unused part of that period is refunded pro rata;
- Adcure could not provide the Services at all during a billing period because of force majeure, in which case the fee is refunded or credited pro rata as described in the Terms of Service.
Adcure does not offer a general money-back guarantee. Clients who want to evaluate the Services can start on the Starter plan and cancel at the end of the first period.
3. Ad Accounts that are not delivered or that stop working
If a requested Ad Account is not delivered within ten (10) business days after the request is complete and all information requested by Adcure, the Supplier or the Platform has been provided, the Client may withdraw the request. Any Wallet budget reserved for that account is released back to the Wallet, and section 2 applies to the Subscription fee where no other Ad Account is available to the Client.
If an Ad Account is restricted or disabled by a Platform for reasons that are not attributable to the Client, Adcure will use reasonable efforts to provide a replacement Ad Account at no additional Subscription cost and to recover or transfer any remaining budget through the Supplier. Adcure will inform the Client of the outcome. Whether budget can be recovered depends on the Platform and the Supplier; Adcure refunds recovered budget to the Wallet as soon as it has been received.
If a restriction is attributable to the Client, for example because of the advertised products, the landing pages, the creative material, policy violations or verification failures, Adcure is not obliged to provide a replacement or a refund. Adcure may still offer a replacement Ad Account under conditions it sets, for example after the Client has adjusted its advertising.
4. Wallet balance and advertising budget
The Wallet balance is prepaid advertising budget. It remains available for Top-ups for as long as the Agreement continues; it does not expire while the Agreement is in force.
Budget that has been placed on an Ad Account by a Top-up and has been spent on advertising is not refundable. Budget that has been placed on an Ad Account but not yet spent belongs to the Client economically and is returned to the Wallet only to the extent that the Platform or the Supplier returns it to Adcure; Adcure will request such a return at the Client's request or on termination.
After termination of the Agreement, the Client may request repayment of the remaining Wallet balance. Adcure pays out within fourteen (14) business days after it has received a complete request, meaning a request from the registered email address stating the amount and a bank account in the Client's own name. The following amounts are deducted from the payout:
- costs that the Supplier, the Platform or a bank charges Adcure for recovering, transferring or returning the funds, which Adcure will specify;
- any amounts that the Client still owes to Adcure, such as unpaid Subscription fees, Service Fees or collection costs.
Adcure does not charge its own fee for repaying a Wallet balance. Repayments are made in euros by bank transfer to a bank account in the Client's name, in principle the account from which the deposit was made. Adcure may ask for additional identification where its bank or the law requires it.
A Wallet balance that remains unclaimed for twelve (12) months after termination is subject to the dormancy procedure described in the Terms of Service: Adcure sends at least two written reminders, and only after the final deadline stated in the second reminder has passed may the remaining balance be forfeited.
5. Service Fees on Top-ups
The Service Fee is charged for executing a Top-up. If a Top-up cannot be executed and the budget is returned to the Wallet, the Service Fee for that Top-up is refunded or is not charged. Once a Top-up has been credited to the Ad Account, the Service Fee is earned and is not refunded, even if the budget is later returned to the Wallet at the Client's request.
6. Chargebacks and disputes
Clients who believe that a charge is incorrect should contact service@adcure.agency first. Adcure investigates and resolves justified complaints within fourteen (14) business days. Initiating a chargeback with a card issuer or bank for an amount that is lawfully due is a breach of the Agreement. Adcure will contest unjustified chargebacks with the evidence in its records and may charge the Client the dispute fees and bank costs it incurs, suspend the Services until the matter is resolved and set off the amount against the Wallet balance.
7. How to request a refund
Send a request to service@adcure.agency from the email address registered in the Portal, stating your company name, the invoice or transaction concerned, the amount and the reason. For Wallet repayments after termination, also state the bank account in your company's name to which the repayment should be made. Adcure confirms receipt, may ask for additional information and informs you of its decision. Refunds of card payments are made to the original payment method through Stripe; Stripe's processing fees for the original payment are not refunded by Stripe to Adcure and are not charged to the Client.
8. Contact
Adcure Agency, Beneluxlaan 59, 2871 HE Schoonhoven, the Netherlands. KvK 89821211. Refund requests and questions: service@adcure.agency.