Refund Policy

REFUND POLICY

Last Updated: 8 May 2026
Effective Date: 8 May 2026

  1. INTRODUCTION

This Refund Policy explains the circumstances under which BRIK FACTORY LTD (“Brik Factory”, “we”, “us”, or “our”) will issue refunds for fees paid in connection with our brand, public relations, market research, and creator support services (the “Services”).

This Refund Policy forms part of our Terms of Service and should be read together with our Privacy Policy and any signed Engagement Letter or Statement of Work agreed between us. By engaging our Services or making payment to Brik Factory, you (“Client”, “you”, or “your”) confirm that you have read, understood, and agreed to this Refund Policy.

We are committed to fair, transparent, and honest dealings with every Client. The procedures below are designed to balance your rights as a consumer or business client with the legitimate operating costs of a professional services agency.

Our company details are:

Company Name: BRIK FACTORY LTD
Company Number: 15631479
Registered Office: Innovation Centre Knowledge Gateway, Boundary Road, Colchester, England, CO4 3ZQ, United Kingdom
Email: Hello@brik-factory.com
Phone: +44 7714 743496

  1. NATURE OF OUR SERVICES

Brik Factory is a professional services agency. The Services we deliver are bespoke, time-based, and intellectual in nature, including:

  • Brand strategy and consulting (from £499)
  • Public relations and content marketing (monthly retainers from £799)
  • Market research and audience insights (reports from £299)
  • Creator and performing arts support (engagements from £599)

Because our work involves the application of professional expertise, time, and judgement, refund eligibility differs from the rules that apply to physical goods. Once strategic thinking, research, content, or creative direction has been delivered, it cannot be “returned”. This Refund Policy reflects that reality while still protecting your rights under English law.

  1. CONSUMER RIGHTS UNDER UK LAW

Where you engage us as a consumer (rather than as a business or in a professional capacity) and where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, you generally have a 14-day “cooling off” period during which you may cancel without giving a reason.

3.1 Cancellation within 14 days
You may cancel your engagement within 14 calendar days of confirming the engagement (signing the Engagement Letter, paying a deposit, or otherwise accepting our proposal in writing) by sending written notice to Hello@brik-factory.com.

3.2 Express request to start work immediately
If you have expressly requested that we begin work during the 14-day cooling off period, and we have started delivering the Services with your consent:

  • You will be charged a fair amount for the work already completed up to the point of cancellation, calculated on a pro rata basis against the total agreed fee
  • Any unused portion of your payment will be refunded within 14 days of receiving your cancellation notice

3.3 Loss of cooling off rights
If you have expressly requested immediate commencement of Services and we have fully performed the Services within the 14-day period, your right to cancel is lost.

3.4 Business clients
Where you engage us in the course of your business, profession, or trade (including as a self-employed artist, performer, content creator, or company), the statutory consumer cancellation rights described above do not apply. Your refund eligibility is governed by the rest of this policy and the terms of your Engagement Letter.

  1. REFUND ELIGIBILITY BY SERVICE TYPE

The following sections set out the specific refund rules that apply to each of our four service lines. Where your Engagement Letter contains different terms agreed in writing, the Engagement Letter takes precedence.

4.1 Brand Strategy and Consulting

  • Before work commences: Full refund less a non-refundable administration fee of £75 to cover proposal preparation and onboarding time
  • After work commences but before first deliverable: Refund of any unused portion of the deposit, calculated pro rata against time and resources already invested
  • After first deliverable issued: No refund. You may, however, request reasonable revisions in line with the revision rounds set out in your Engagement Letter
  • After project completion: No refund

4.2 Public Relations and Content Marketing (Monthly Retainers)

  • Cancellation requires 30 days’ written notice as set out in our Terms of Service
  • The current month’s retainer is non-refundable once the month has commenced
  • Any future months already invoiced or paid in advance will be refunded in full
  • No refund will be given on the basis of dissatisfaction with media coverage volume, social media engagement levels, or other outcome-based metrics, as these are influenced by factors beyond our control (see clause 6 below)

4.3 Market Research and Audience Insights (Reports)

  • Before research commences: Full refund less a non-refundable administration fee of £50
  • After research commences but before draft delivered: 50% refund
  • After draft report delivered: No refund. You may request one round of clarifications or corrections at no additional cost
  • After final report delivered: No refund

4.4 Creator and Performing Arts Support (SIC 90020)

  • Before campaign or engagement commences: Full refund less a non-refundable administration fee of £75
  • After strategy session or kick-off completed but before any external promotional activity: 50% refund of the unused portion
  • After external promotional activity has begun (e.g. press outreach sent, social campaigns live, tour materials distributed, third-party costs committed): No refund of fees already incurred. Any prepaid amount not yet committed to third parties may be refunded at our discretion
  • After campaign completion or final deliverable issued: No refund
  1. NON-REFUNDABLE ITEMS

The following items are always non-refundable, regardless of service line:

  • Administration fees and onboarding fees, as set out in clause 4
  • Third-party costs already paid or committed on your behalf, including but not limited to: media placements, advertising spend, influencer fees, venue or studio bookings, software subscriptions, stock imagery, royalty-free music, talent fees, photography and videography costs, and printing or fulfilment costs
  • Time-based fees for work already performed and time already booked at your request
  • Fees for completed and approved deliverables
  • Fees for any custom-made templates, frameworks, or bespoke tools created specifically for you
  • Fees relating to engagements terminated due to your breach of our Terms of Service or Acceptable Use Policy

We will always be transparent about which costs have been committed and which remain refundable at the point of any cancellation request.

  1. NO GUARANTEE OF OUTCOMES

Brik Factory provides professional services with reasonable skill, care, and industry expertise. However, we do not guarantee any specific outcome or result, including but not limited to:

  • Specific levels of media coverage, press placements, or interview bookings
  • Specific social media follower growth, engagement rates, or impressions
  • Specific chart positions, streaming numbers, or download figures
  • Specific ticket sales, audience size, or tour attendance
  • Specific brand awareness lifts, lead generation volumes, or sales results
  • Specific search engine rankings or organic traffic figures
  • Specific business outcomes such as funding rounds, partnerships, or contracts

Refund requests based on perceived underperformance against outcomes that were never contractually guaranteed will not be accepted. This protects both our Clients (from inflated promises) and our agency (from results that depend on factors outside our control).

If you believe we have failed to perform the Services with reasonable skill and care, please follow the dispute resolution process in clause 9 below.

  1. HOW TO REQUEST A REFUND

To request a refund, please follow these steps:

7.1 Submit a written request
Send an email to Hello@brik-factory.com with the subject line “Refund Request” and include:

  • Your full name and the company name (if applicable)
  • The Engagement Letter reference number or invoice number
  • The date of the original payment
  • The reason for your refund request
  • Any supporting documentation

7.2 Acknowledgement
We will acknowledge receipt of your refund request within 3 working days.

7.3 Review and decision
We will review your request, assess it against this Refund Policy and your Engagement Letter, and respond with a decision within 10 working days. Where the matter is complex (for example, involving committed third-party costs), we may need additional time and will keep you informed.

7.4 Communication
If we approve your refund in full or in part, we will explain the calculation. If we decline, we will explain the reason and your options for further dispute resolution.

  1. REFUND PROCESSING AND TIMELINES

8.1 Method of refund
Approved refunds will be issued using the same method as the original payment:

  • Card payments processed via Stripe Payments UK, Ltd. will be refunded to the original card
  • Bank transfer payments will be refunded to the originating bank account
  • Other payment methods will be refunded to a verified account in your name

We do not issue refunds in cash, in cryptocurrency, to third-party accounts, or to any account other than the one used for the original payment, in accordance with anti-money laundering and counter-fraud requirements.

8.2 Processing time

  • Card refunds via Stripe: typically 5 to 10 working days to appear on your statement, depending on your bank or card issuer
  • Bank transfers (BACS): typically 3 to 5 working days
  • International transfers: typically 5 to 14 working days, depending on intermediary banks

8.3 Currency and bank charges
Refunds are issued in the original currency of payment (GBP). We are not responsible for currency conversion losses or bank charges incurred as a result of the refund process.

8.4 No partial credit notes unless agreed
We do not automatically convert refund-eligible amounts into “credit” for future Services. If you would prefer credit instead of a cash refund, this can be arranged on request and confirmed in writing.

  1. DISPUTES AND CHARGEBACKS

9.1 Direct resolution first
If you are dissatisfied with our Services or a refund decision, we strongly encourage you to contact us first at Hello@brik-factory.com. The vast majority of issues can be resolved through direct, good-faith conversation. We aim to acknowledge complaints within 3 working days and to resolve them within 30 days.

9.2 Escalation
If we cannot reach an agreement, you may escalate by writing to our Director at the registered office address, marking the envelope or email subject “Formal Complaint — For the Attention of the Director”. We will respond in writing within 14 working days.

9.3 Alternative Dispute Resolution
For consumer clients, you may also have the right to use an Alternative Dispute Resolution (ADR) service. We do not currently subscribe to a specific ADR scheme, but we will engage in good faith with any reputable ADR provider you nominate.

9.4 Chargebacks
We ask that you contact us before initiating a chargeback or payment dispute with your bank or card issuer. Initiating a chargeback without first attempting direct resolution is treated as a breach of our Terms of Service and may result in:

  • Immediate suspension of any ongoing Services
  • Recovery of associated bank fees, administrative costs, and legal costs
  • Reporting of the incident to relevant fraud-prevention databases where appropriate

We work transparently with Stripe Payments UK, Ltd. on any payment dispute and will provide all relevant documentation (Engagement Letter, deliverables, communications, proof of work) in response to chargeback enquiries.

9.5 Legal action
Nothing in this Refund Policy affects your statutory rights, including your right to bring legal proceedings in the courts of England and Wales.

  1. SPECIAL CIRCUMSTANCES

10.1 Force Majeure
If we are unable to deliver Services due to events beyond our reasonable control (e.g. natural disasters, government action, pandemic, prolonged internet or infrastructure failure), we will:

  • Notify you promptly
  • Use reasonable efforts to resume Services as soon as possible
  • Refund any prepaid amounts for Services that we genuinely cannot deliver, less any non-refundable third-party costs already committed

10.2 Cancellation by us
We reserve the right to terminate an engagement and refund any unused portion of fees if:

  • We discover a breach of our Acceptable Use Policy
  • The work would expose us to material legal, regulatory, or reputational risk
  • We are required to do so by law

In such cases, refunds will be calculated fairly and communicated to you in writing.

10.3 Death, serious illness, or incapacity
If a Client (or, in the case of creator engagements, the represented artist) suffers death, serious illness, or other incapacity preventing continuation of the engagement, we will work compassionately with you, your family, or your authorised representatives to agree a fair refund or pause arrangement. Documentation may be requested.

  1. RECORD KEEPING

For accounting, tax, and audit purposes, and in line with HMRC and UK GDPR requirements, we keep records of all refund requests and decisions for a minimum of 6 years. Personal data within these records is handled in accordance with our Privacy Policy, available at https://brik-factory.com/privacy-policy.

  1. CHANGES TO THIS REFUND POLICY

We may update this Refund Policy from time to time to reflect changes in our Services, legal requirements, or industry practice. The “Last Updated” date at the top of this policy indicates the most recent revision.

For active engagements, the version of the Refund Policy in force at the date of your Engagement Letter will continue to apply unless you and we agree otherwise in writing. For new engagements, the most recent version of this Refund Policy will apply.

  1. RELATIONSHIP TO OTHER POLICIES

This Refund Policy operates alongside our other policies and agreements:

  • Terms of Service: https://brik-factory.com/terms-of-service
  • Privacy Policy: https://brik-factory.com/privacy-policy
  • Cookie Policy: https://brik-factory.com/cookie-policy
  • Acceptable Use Policy: https://brik-factory.com/acceptable-use-policy
  • Disclaimer: https://brik-factory.com/disclaimer

In the event of conflict between this Refund Policy and a signed Engagement Letter, the Engagement Letter takes precedence for the relevant engagement.

  1. GOVERNING LAW

This Refund Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with this Refund Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales, except as expressly provided otherwise in our Terms of Service.

  1. CONTACT US

For any refund-related questions or to submit a refund request, please contact us:

BRIK FACTORY LTD
Innovation Centre Knowledge Gateway
Boundary Road, Colchester
England, CO4 3ZQ
United Kingdom

Email: Hello@brik-factory.com
Phone: +44 7714 743496
Website: https://brik-factory.com

Company Number: 15631479
Registered in England and Wales

We aim to respond to all refund enquiries within 3 working days and to resolve them within 10 working days.

© 2026 BRIK FACTORY LTD. All rights reserved.

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