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Refund Policy

Last Updated: February 11, 2025

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At Starforest Media Agent, we strive to provide exceptional service and deliver significant value to our clients. However, we understand that situations may arise where a refund is requested. This Refund Policy outlines the circumstances under which refunds may be considered.

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1. General Principles:

  • Focus on Satisfaction: Our primary goal is client satisfaction. We encourage you to contact us at support@thestarforest.com with any concerns or issues before requesting a refund. We're committed to working with you to find a resolution.

  • No Guaranteed Results: Due to the inherent complexities and variables in digital advertising, we cannot guarantee specific results (e.g., ROAS, cost per acquisition). Our AI-powered platform and strategic guidance are designed to maximize performance, but outcomes depend on many factors outside our direct control.

  • Service-Based Refunds: This policy primarily addresses refunds related to our services (media planning, campaign management, etc.). It does not cover refunds for third-party advertising costs (e.g., ad spend on Google Ads or Meta Ads). Those costs are governed by the respective platform's policies.

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2. Refund Eligibility:

We will consider refund requests on a case-by-case basis, generally under the following circumstances:

  • Technical Issues: If a significant technical error on our platform directly prevents us from delivering the agreed-upon services for a substantial period, we may offer a prorated refund for the affected period. This does not include issues caused by third-party platforms (e.g., Facebook Ads Manager outages).

  • Failure to Deliver Core Services: If we fail to provide the core services outlined in our agreement (e.g., creation of a media plan, campaign setup, ongoing optimization, as applicable), we will work with you to rectify the situation. If we cannot rectify the issue within a reasonable timeframe, a partial or full refund may be considered, depending on the specific circumstances.

  • Misrepresentation: If Starforest features/capabilities were materially misrepresented.

  • Non-Delivery of Services: If Starforest is unable to start a campaign at all.

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3. Non-Refundable Circumstances:

  • Third-Party Ad Spend: As mentioned above, we do not refund money spent on third-party advertising platforms.

  • Completed Services: Once services have been rendered (e.g., a media plan has been created, a campaign has been launched), refunds are generally not provided for those completed services, except as outlined in Section 2.

  • Change of Strategy: Refunds are not provided for changes in your business strategy, marketing goals, or target audience after services have commenced.

  • Client Delays: If delays or non-performance are caused by the client's failure to provide necessary information, approvals, or access, refunds are not provided.

  • Low Performance (Without Technical Issues): We do not offer refunds solely based on campaign performance that does not meet your expectations, provided we have delivered the agreed-upon services and there are no significant technical errors on our part. We are committed to optimization, but we cannot guarantee specific results.

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4. Refund Request Process:

To request a refund, please contact us at info@thestarforest.com with the following information:

  • Your Name and Company Name

  • Date of Purchase (or contract start date)

  • A detailed description of the reason for your refund request

  • Any supporting documentation (e.g., screenshots, correspondence)

We will review your request and respond within 14 business days.

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5. Refund Amount and Method:

If a refund is approved, the amount and method of the refund will be determined on a case-by-case basis, taking into account the specific circumstances, the services rendered, and any applicable fees. Refunds may be:

  • Full: A full refund of the fees paid for the specific service in question.

  • Partial: A partial refund reflecting the portion of the services not delivered or the extent of the issue.

  • Prorated: A refund calculated based on the time period affected by the issue.

Refunds will typically be issued via the original payment method, unless otherwise agreed upon.

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6. Changes to This Policy:

We may update this Refund Policy from time to time. We will post any changes on this page and update the "Last Updated" date.

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7. Contact Us:

If you have any questions about this Refund Policy, please contact us at info@thestarforest.com

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Key Considerations and Explanations:

  • "No Guaranteed Results" is Crucial: This protects you from unrealistic client expectations.

  • "Service-Based Refunds" is Key: This clarifies that you're not responsible for ad spend on third-party platforms.

  • "Technical Issues" and "Failure to Deliver": These provide legitimate grounds for refunds, while still being reasonably limited.

  • "Non-Refundable Circumstances": This section protects you from unreasonable requests.

  • "Case-by-Case Basis": This gives you flexibility to handle each situation appropriately.

  • Clear Process: Outlines the steps for requesting a refund.

  • Defined Response Time: Sets expectations for when the client will hear back.

  • Multiple Refund Options: Allows for flexibility in determining the appropriate refund amount.

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