Return & Refund Policy

This Return and Refund Policy applies to all paid engagements, subscriptions, and service contracts purchased through the Njinga Growth OS platform or via direct agreement with Njinga Media ("we", "us", "our"). It governs cancellations, refunds, and service credits across our subscription plans, strategic engagements, and one-off service purchases.

By purchasing any Njinga Media product or service, you acknowledge that you have read and accepted the terms set out in this policy. If you have a signed master services agreement (MSA) or statement of work (SOW) with custom terms, those terms take precedence where they conflict with this policy.

Monthly subscription plans (Growth Starter, Scale OS) may be cancelled at any time. Cancellation takes effect at the end of your current billing cycle — you retain full platform access until that date. Annual plans may be cancelled with a pro-rata refund of unused months, calculated from the date we receive your written cancellation request.

A 14-day cooling-off period applies to all new monthly subscriptions. If you cancel within 14 days of your first payment and have not consumed more than 10 hours of platform usage, you are entitled to a full refund of your first month's fee. After the cooling-off period, monthly fees are non-refundable but you will not be charged again once cancellation is processed.

Strategic engagements (GTM strategy, friction audits, creative production, analytics implementations) are billed according to the milestones defined in your SOW. Payments made against completed milestones are non-refundable, as the work has been delivered and accepted.

If an engagement is terminated before completion, any work delivered up to the termination date is billable. Pre-paid deposits for engagements not yet started are refundable in full if cancelled in writing within 7 days of the deposit invoice date. After 7 days, the deposit becomes non-refundable as resources are allocated to your project.

Where a service includes a performance guarantee (for example, attribution model accuracy or campaign ROAS targets), failure to meet the guaranteed threshold entitles you to a service credit applied to your next billing cycle. Service credits are not cash refunds and cannot be withdrawn or transferred.

To claim a service credit, you must notify us in writing within 30 days of the reporting period in which the guarantee was missed, with reference to the specific metric and target defined in your SOW. We will validate the claim against our measurement framework and apply the credit within 14 days of confirmation.

The following are explicitly non-refundable: third-party media spend managed on your behalf (Meta, Google, TikTok ad budgets); software licences and tool subscriptions purchased on your behalf; creative assets, reports, and deliverables that have been delivered and accepted; and any service where more than 50% of the scoped work has been completed.

Chargebacks initiated without first contacting us to resolve the issue may result in immediate suspension of platform access and may be disputed with evidence of service delivery. We encourage you to contact us directly — most billing concerns are resolved faster through direct communication.

To request a cancellation, refund, or service credit, email billing@njingamedia.com with your account name, invoice number, and the reason for your request. We will acknowledge your request within 2 business days and provide a resolution or next steps within 7 business days.

Approved refunds are processed back to the original payment method within 10 business days. Depending on your bank or card issuer, the refunded amount may take an additional 3–5 business days to appear on your statement.

If you have questions about this Return and Refund Policy, or wish to discuss a billing matter before it escalates, please contact us:

Email: billing@njingamedia.com — we are committed to resolving every billing concern fairly and promptly. For urgent matters, mark your subject line as "Billing Escalation" and we will prioritise your request.