Fair and clear on refunds.

In short: you pay for work done and costs committed. We refund duplicate or excess payments, billing errors, and fees for work we have not performed. Committed third-party costs and started retainer months are not refundable. Your proposal can set different terms, and it takes priority.

01Scope of this policy

This Refund Policy explains how cancellations and refunds work for services provided by Y5MEDIA (Raymond Cardoza Enterprises). It forms part of our Terms & Conditions. Our services are professional, time-based digital services delivered under a written proposal; we do not sell physical goods, and this website does not take online payments.

If your signed agreement or accepted proposal contains different cancellation or refund terms, those terms apply to that engagement. Nothing in this policy limits any right you have under applicable law that cannot be excluded.

02How we bill

• Retainers (for example, ongoing AI visibility, search, content or automation work) are billed monthly in advance.
• Projects (for example, a website build, migration or campaign) may require an advance before work starts, with the balance billed at milestones or on completion as set out in the proposal.
• Third-party costs (such as media placements, paid distribution, advertising spend, software licences, domains and hosting) are billed as stated in the proposal and are often paid on to the third party.
• Free reports and audits are free, so no payment or refund arises.

03When a refund is available

• Duplicate or excess payments. If you pay the same invoice twice or pay more than the amount due, we will refund the excess (or, if you prefer, credit it against your next invoice).
• Billing errors. If we invoice you incorrectly, we will correct the invoice and refund any overpayment.
• Services we cannot deliver. If we cancel an engagement, or are unable to deliver a paid service for reasons within our control, we will refund fees paid for the part of the service not delivered.
• Cancellation before work starts. If you cancel a project in writing after paying an advance but before we have started work, we will refund the advance, less any third-party costs already committed at your request and any work already performed at your request (such as research or planning), unless your proposal states otherwise.
• Early termination of a project. If a project ends early, we reconcile what you have paid against work done and costs incurred up to the end date, as set out in our Terms. Any amount paid in advance for work not performed will be refunded, and any shortfall will be invoiced.

04When a refund is not available

• Fees for work already performed, including work in progress up to the date of cancellation.
• A retainer month that has already started. Cancelling a retainer requires 30 days’ written notice, and fees for the notice period remain payable.
• Third-party costs that have been committed or paid on your behalf – for example, a press release that has been distributed, a media placement that has been booked, advertising spend already used, or a domain, licence or subscription already purchased. Where a third party gives us a refund or credit, we will pass it on to you.
• Dissatisfaction with results that depend on third parties, such as rankings, AI mentions, traffic, leads, sales or publication decisions, which we do not guarantee (see our Terms).
• Content or deliverables that you approved before publication or release.
• Delays or non-delivery caused by missing information, access, content or approvals on your side.
• Free services.

05How to cancel

• Retainers: give 30 days’ written notice by email to support@y5media.com, unless your agreement specifies a different notice period.
• Projects: tell us in writing by email. We will confirm the cancellation, the work done and costs committed up to that date, and any amount due to you or by you.

At the end of an engagement we hand over completed deliverables that have been paid for and remove our access to your accounts.

06How to request a refund

1. Email support@y5media.com with the subject line “Refund request”, including your business name, the invoice number, the amount and the reason.
2. We will acknowledge your request within two working days and may ask for supporting details, such as the payment reference.
3. We will review the request and confirm our decision in writing, with reasons if it is declined. If it is approved, we will tell you the amount and when to expect it.

07How and when refunds are paid

• Approved refunds are paid to the account from which the payment was made, or to another account in your name that you confirm in writing.
• We aim to initiate approved refunds promptly. The time for the money to reach you then depends on your bank or payment provider.
• Bank charges, currency conversion differences and payment-provider fees charged by third parties on the original payment or the refund may not be recoverable.
• Where GST or other taxes were charged, refunds are handled with the appropriate tax documents (such as a credit note), in line with the law.

08Disputes and contact

If you disagree with a refund decision, please reply to our decision email and we will review it again. If we still cannot agree, the dispute provisions in our Terms & Conditions apply.