Refund, Cancellation & Service Fulfillment Policy
At VENTRO ADS LLC (Commonwealth of Kentucky Org ID: 1636227.06), we operate with complete financial integrity, transparent billing practices, and institutional accountability. This policy governs all service retainers, onboarding fees, fulfillment timelines, and cancellation requests.
1. Clear Separation: Ad Spend vs. Agency Management Retainers
IMPORTANT DISTINCTION FOR PAYMENT PROCESSORS & CARDHOLDERS:
When you engage VENTRO ADS LLC, your financial investment consists of two distinct components:
- Third-Party Advertising Spend (Media Costs): Money spent directly with advertising platforms (Meta, TikTok, Google, Pinterest). This spend is paid directly by you to the ad platforms from your own payment card linked inside your ad accounts. VENTRO ADS LLC does not collect, receive, or hold this money; therefore, advertising media spend is non-refundable by VENTRO ADS LLC under any circumstances.
- Agency Service Retainer (Professional Services): Our monthly professional fee for media buying strategy, campaign optimization, CAPI technical setup, and direct-response creative production. The refund and cancellation terms below apply exclusively to this Agency Service Retainer.
2. 14-Day Conditional Onboarding SLA Guarantee
We hold ourselves to strict corporate performance and delivery standards. For all newly onboarded clients entering their first month of service:
- If within the first fourteen (14) calendar days following account access verification, Agency fails to deliver the promised onboarding deliverables (including the Deep-Dive Account Audit, Tracking/CAPI architecture verification, or initial batch of creative scripts and concepts), Client is entitled to request a 100% full refund of the first month's agency retainer.
- Refund requests must be formally submitted in writing to billing@ventroads.agency specifying the unmet SLA deliverable.
- Approved onboarding SLA refunds are processed within three to five (3–5) business days directly back to the original method of payment (Stripe credit card or ACH).
3. Cancellation Terms for Ongoing Monthly Retainers
We operate under flexible, month-to-month Master Services Agreements. We retain clients through measurable ROAS results, not punitive long-term contracts.
- Notice Period: Client may cancel recurring monthly retainer billing at any time by providing at least fourteen (14) calendar days' written notice prior to the upcoming renewal date.
- How to Cancel: Simply email billing@ventroads.agency with the subject line "Retainer Cancellation Request — [Your Company Name]".
- Active Service Through Period: Once cancellation notice is acknowledged, Agency will continue full campaign management and weekly optimization through the final day of the active paid billing month. No further charges will occur after the expiration of that period.
- No Mid-Month Retrospective Refunds: Because media buyers, creative strategists, and tracking engineers allocate dedicated professional hours and compute capacity upon commencement of each billing cycle, retainers already billed for the active cycle are non-refundable once the 14-day onboarding window has elapsed.
4. Service Fulfillment & Delivery SLA Timeline
As a digital service provider, our fulfillment deliverables are executed electronically according to the following Service Level Agreement:
5. Dispute Resolution & Anti-Chargeback Protocol
MANDATORY AMICABLE RESOLUTION PROCEDURE:
To maintain transparent banking relationships and prevent fraudulent chargeback filings, Client agrees that in the event of any billing dispute, error, or dissatisfaction, Client shall first notify our billing department at billing@ventroads.agency. We guarantee a formal response and review within forty-eight (48) business hours.
Both parties commit to resolving any commercial dispute in good faith before filing formal disputes with payment processors or banking institutions. If a chargeback is initiated without prior written notice to Agency, Client agrees to provide full documentation, and Agency reserves the right to present signed MSAs, work logs, delivery confirmations, and Slack communications to the merchant acquirer.
6. Billing Department Contacts
For billing inquiries, invoice receipts, credit card updates, or cancellation notices, please direct all correspondence to: