Refund & Returns Policy

This Refund Policy ("Policy") outlines the terms under which Hyperwave Media Group Ltd., operating as Hyperwave Content Intelligence ("Hyperwave Content Intelligence," "we," "us," or "our"), issues refunds to clients across our service offerings. This Policy forms part of, and should be read in conjunction with, the applicable service agreement or statement of work entered into with each client.

- All refund requests must be submitted in writing within 14 days of the original payment date. Requests submitted after this window will not be considered.

- A non-refundable administration fee of $35 CAD applies to all approved refunds, regardless of service type.

- Where work has not yet started on any engagement, the client will receive a full refund, less the $35 administration fee.

- Internal time and work logs are maintained for all engagements. These logs are not shared with clients; however, where applicable, we will confirm the phase or milestone of a project that has been completed at the time of cancellation, so the client understands the basis for any refund calculation.

- Discounted, bundled, or package pricing is offered on the condition that the full scope of work is completed. If an engagement is cancelled or terminated before completion, any discount associated with volume, bundling, or retained pricing is forfeited, and completed work is billed at our standard full rate. This applies to retained and package-based services described below.

Copywriting engagements — including social media copy and advertising copy — are final once work has commenced. No refunds are issued once a copywriting project has started, regardless of the stage of completion.

3.1 Single (One-Off) Marketing Audits No refunds are issued once work has started on a single marketing audit.

3.2 Full (Comprehensive) Marketing Audits Refunds for cancelled full marketing audits are issued at Hyperwave Content Intelligence's sole discretion, based on the amount of work completed at the time of cancellation. The client will be advised of the phase of the audit completed (e.g., discovery, research and analysis, reporting) to provide context for the refund amount offered.

Interview-based content is billed at a full rate of $1,500 CAD per interview. Multi-interview packages are offered at a discounted bundled rate; this discount applies only upon completion of the full package as originally contracted.

Retained services (including multi-interview packages and any other retained or bundled engagement) are priced at a discount relative to our standard full rate, on the condition that the full scope of the retained engagement is completed. If a client cancels or terminates a retained engagement before its completion, any time or work committed by Hyperwave Content Intelligence is billed at our full, undiscounted rate for the purposes of calculating the refund, and the discount associated with the retained arrangement is forfeited on the uncompleted portion. This ensures that partial cancellation of a discounted retained engagement does not result in a lower effective rate for completed work than a client would have paid for that same work on a non-discounted, single-engagement basis.

- Refunds are calculated as: (amount paid) minus (value of work completed, billed at full rate) minus (the $35 administration fee).

- Internal time and work logs support this calculation. While these logs are not provided to clients directly, we will share the phase or milestone reached at the time of cancellation to provide reasonable context for the amount refunded.

- Where a service is described above as discretionary (i.e., full marketing audits), the final refund amount is determined by Hyperwave Content Intelligence in good faith, based on work completed.

Refund requests must be submitted in writing to Hyperwave Content Intelligence within 14 days of the original payment date. Requests should include the client name, service or project name, payment date, and reason for the request. Approved refunds will be processed within a reasonable timeframe following approval.