Agency Services
Refund Policy.
TRANSPARENT DIGITAL MARKETING SERVICES. OUR REFUND POLICY GOVERNS AGENCY RETAINERS, SOFTWARE SUBSCRIPTIONS, AND PAYFAST TRANSACTION ADJUSTMENTS.
Refund Guidelines Overview
EstrasMedia provides high ROAS performance marketing, direct-response ad campaign management, and digital agency solutions. Because our deliverables involve custom media buying setups and software access, refund requests are evaluated based on the billing terms outlined below.
1. Agency Retainers & PayFast Checkout Errors
Clients subscribe to monthly management plans (Meta, TikTok, Google Ads, or Full-Stack SMMA). If a duplicate payment charge occurs during online checkout or a billing discrepancy takes place upon subscription renewal, clients may request a full reversal within 7 days of the billing transaction date.
2. Onboarding & Campaign Setup Adjustments
If an agency onboarding plan or creative setup fee is paid but campaign strategy work has not yet commenced, a full refund may be granted upon request. Once custom ad creative production, copy creation, or campaign building has been published, fees are non-refundable for that billing cycle.
Refund Claim Eligibility Requirements
To submit a refund request, please ensure you have the following information ready when contacting our support team:
- Your PayFast Payment Reference or Invoice ID (e.g., INV-5678).
- Account Email address and registered WhatsApp business phone number.
- A brief summary explaining the billing error or transaction adjustment request.
Processing & Reversal Timelines
Once a refund or credit adjustment is approved by EstrasMedia support, reversals are submitted directly through PayFast or bank transfer. Depending on your South African banking provider (Absa, Capitec, FNB, Nedbank, Standard Bank), refunded balances typically reflect within 3 to 5 business days.
Need to Submit a Refund Claim?
Contact our support team directly or open an assistance request with your Invoice Reference: