Payment and Refund Policy

Last updated: 14 September 2026

This page explains exactly how and when you pay Scalerox, what happens to advertising budget, and what happens if a project is cancelled. We have written it in plain English because money should never be the confusing part of working together.

This policy works alongside our Terms of Service. Your signed proposal or work agreement sets the actual prices for your project.

1. How we charge: 50% and 50%

Scalerox works on a simple split that is standard across the industry, and it protects both of us.

For ongoing monthly services such as account management, content creation or ads management, the first month follows the 50/50 split. After that we invoice monthly in advance, at the start of each service month.

For larger projects we can agree a milestone schedule instead — for example 50% upfront, 25% at the halfway point and 25% on completion. If that suits you better, ask us before the project starts and we will set it out in your work agreement.

2. Invoices and records

Every payment is documented. You will always receive:

• A written proposal or work agreement setting out the scope and the price before anything begins
• A numbered invoice for each payment, showing what it covers, the date, the amount and the currency
• A receipt or confirmation once payment is received

We keep a record of every invoice and payment for our own accounts, and you can ask us for a copy of your payment history at any time. Nothing is ever handled on a verbal promise.

3. Currency and payment methods

Our prices are quoted in the currency stated on your proposal. We work with international clients and accept payment by the methods listed on your invoice, which are agreed with you in advance.

Please note:

• Bank charges, transfer fees and currency conversion costs are paid by the client, so the amount we receive matches the invoice
• Where a payment method adds a processing fee, we will tell you the amount before you pay
• We never ask for payment by an unusual method, and we never change our bank details by email mid-project. If you receive a message that appears to do either, stop and call us on the number below to confirm

4. Keeping your payment details safe

We do not store your card numbers, bank login details or any payment credentials. Payments are made directly through your bank or the payment provider shown on your invoice, and their systems handle the transaction and its security.

Where a payment provider shares limited information with us — such as the last four digits of a card, a reference number or a confirmation that a payment succeeded — we keep only what we need for our accounting records.

5. Advertising budget is not our fee

This is the point clients most often ask about, so here it is clearly:

• Your ad budget is agreed in writing before any campaign goes live
• Wherever possible your own card or payment method sits on your own ad account, so you pay the platform directly and can see every charge in your own billing history
• If you ask us to fund ad spend on your behalf, it is agreed in writing and paid to us in advance. We pass it to the platform at cost and show you the platform receipts
• Unused ad budget held by us is either returned to you or carried into the next month, whichever you prefer
• Ad platforms price through live auctions. Costs rise and fall with competition and demand, and no agency controls them

6. Late payment

Invoices are due within 7 days of the invoice date unless your agreement says otherwise. We understand that things occasionally slip, so here is what happens, in order:

1. Day 8: we send a friendly reminder
2. Day 15: we send a second reminder and let you know work may pause
3. Day 21: we pause work on your project and tell you what is on hold
4. Day 30: we may end the agreement under our Terms of Service and withhold any unhandled deliverables

If you are having a genuine cash-flow problem, tell us before the due date. We would far rather agree a payment plan with you than chase an invoice.

Final files, source files, and transfer of ownership happen once the final invoice is paid. Live campaigns we manage on your behalf may be paused while an invoice is more than 21 days overdue.

7. Cancellations

If you cancel before work begins — that is, before we have started research, strategy or production — we will refund your deposit in full, less any transaction fees already incurred.

If you cancel after work has begun, the 50% deposit is non-refundable. It covers the time already spent on your project and the slot reserved in our schedule that we turned other work away for. You will receive everything produced up to that point.

If you cancel part-way through a milestone project, you pay for all work completed and in progress up to the cancellation date. If that is less than you have already paid, we refund the difference. If it is more, we invoice the balance.

Ongoing monthly services require 30 days’ written notice. You pay for the notice period and we keep working normally through it. We do not refund part-months.

If we cancel — which is rare, and would only happen if we could not deliver to the standard we promised — we refund everything you have paid for work not yet delivered, and we help you hand over to someone else.

8. Refunds

We want you to be happy with the work, and we would rather fix a problem than argue about a refund. If something is not right, tell us and we will put it right within the revisions included in your agreement.

To be straightforward about where we stand:

• We do refund work that was paid for but not delivered, deposits where work had not yet begun, and duplicate or incorrect payments — always
• We do not refund work that has been completed, delivered and approved
• We do not refund based on campaign performance. As set out in our Terms of Service, we guarantee the quality and delivery of our work, not a specific number of leads, sales, followers or rankings, because those depend on factors no agency controls
• We do not refund advertising money already spent on a platform. Once Meta or Google has delivered the impressions, that money has gone to the platform, not to us
• We do not refund where a project stalls because we could not get the access, materials or feedback we needed from you, after we asked for them in writing

Approved refunds are paid within 14 working days, by the same method you paid, in the original currency. Bank and conversion charges are deducted from the refunded amount.

9. Price changes

The price in your signed proposal is fixed for that project. For ongoing monthly work, we may review our rates once a year and will give you 60 days’ written notice of any change, so you have time to decide.

A price can change mid-project only if the scope changes, and only after you have approved the new quote in writing.

10. Taxes

Our prices exclude any taxes, duties or withholding that may apply in your country. If your country requires you to withhold tax on payments abroad, please tell us before invoicing so we can handle it correctly together. You are responsible for any local sales tax, VAT or GST that applies to you.

11. Disputes and chargebacks

If you are unhappy with an invoice, please contact us before raising a dispute with your bank or card provider. Almost every billing question is a misunderstanding that a five-minute conversation solves.

Raising a chargeback on work that was delivered and approved is a breach of our Terms of Service. Where that happens, we may pause all work, withhold deliverables and recover the amount plus any fees charged to us.

12. A note on how we work

Everything above exists so that both sides know where they stand before any money moves. Scope in writing, price in writing, invoice for every payment, records kept on both sides, and a contract you can point at if a question comes up later. That is how a professional agency should operate anywhere in the world, and it is how we operate.

13. Questions about a payment

Scalerox
Main Boulevard, Airline Society, Lahore, Pakistan
Email: scalerox@gmail.com
Phone and WhatsApp: +92 320 488 4787
Or use our contact form.