Refund and Returns Policy

Effective Date: October 31, 2026

At NWERA AGENCY (“NWERA”, “we”, “us”, or “our”), we aim to provide clear and professional service experiences built on transparency, communication, and mutual understanding.

This Refund & Cancellation Policy explains how we handle cancellations, deposits, refunds, rescheduling, and payment-related matters for services and digital deliverables purchased or arranged through our website:
nwera.com

By requesting, booking, or purchasing a service from NWERA, you acknowledge that you have read and understood this Policy, together with any specific terms agreed upon in your quotation, proposal, invoice, or service agreement.

1. General Policy

NWERA provides creative, digital, and customized services, including media production, design and branding, digital marketing, and web and app development.

Because many of our services involve personalized work, planning, production time, and resources allocated specifically to each project, refund eligibility depends on several factors, including:

The type and scope of the service.
Whether a deposit or full payment has been made.
Whether work has started or deliverables have been produced.
The amount of work already completed.
Any time, resources, or third-party costs committed to the project.
The terms agreed upon before the project begins.

Each cancellation or refund request will be reviewed according to the circumstances of the project and the applicable terms.

2. Deposits & Advance Payments

For selected projects and services, NWERA may require an advance payment or deposit before work begins.

Deposits may be used to confirm a project, reserve production dates, allocate team resources, or begin initial planning and preparation.

Unless otherwise agreed in writing:

Deposits are generally non-refundable once the relevant work, preparation, or resource allocation has started.
A deposit may be transferred to a new date or project schedule if NWERA approves the request.
A deposit may be retained if the client cancels after resources or production time have been committed.
Any specific deposit conditions stated in an approved quotation or service agreement will take precedence, subject to applicable law.

3. Full Payments

Where full payment is required in advance, refund eligibility depends on the project’s progress.

A full or partial refund may be considered when:

The service has not started.
No meaningful work, planning, production, or customization has been performed.
No third-party costs or non-recoverable expenses have been incurred.
NWERA is unable to provide the agreed service for reasons within its control.

Once work has started, any approved refund may be adjusted to account for completed work, committed resources, and applicable expenses.

4. Cancellation Requests

Clients may request cancellation by contacting NWERA through the contact details provided in this Policy.

Cancellation requests should include the client’s name, project or order reference, service details, and a brief explanation.

The cancellation date will generally be determined by the date NWERA receives the request.

Approval of a cancellation does not automatically mean that a refund will be issued. Any refund will be assessed based on the project’s progress and the applicable terms.

5. Custom Creative & Professional Services

This section applies to customized services such as:

Photography and videography.
Commercial video production and editing.
Graphic design and brand identity.
Content creation and social media production.
Digital marketing and campaign management.
Website and application design and development.
Other customized creative or digital services.

For these services:

Work already completed is generally non-refundable.
Planning, research, strategy, design, development, production, filming, editing, and other completed work may be deducted from any approved refund.
Third-party costs and resources committed specifically to the project may also be considered.
If a project is cancelled after work begins, NWERA may retain payment corresponding to completed work and committed expenses.
Customized deliverables created specifically for a client are generally non-refundable once the relevant work has been completed or substantially started.

The scope of work, deliverables, timeline, and revision terms should be confirmed in the approved quotation or project agreement.

6. Packages & Fixed-Price Services

Some NWERA services may be offered as fixed-price packages or predefined service bundles.

For these packages:

A refund may be considered if the package has not started and no work or resources have been allocated.
If part of the package has been completed or delivered, any approved refund may be partial.
If a package includes multiple stages or deliverables, the completed stages may be deducted from the refundable amount.
Any special package conditions stated at the time of purchase will also apply.

7. Digital Deliverables & Completed Work

Digital deliverables may include final artwork, design files, edited photographs, videos, content materials, website components, strategy documents, and other project-related files.

Once a digital deliverable has been completed and delivered, approved, or made available to the client, it is generally non-refundable, except where required by applicable law or where NWERA agrees otherwise in writing.

If a deliverable does not meet the agreed project scope, clients should contact us so that the issue can be reviewed and addressed in accordance with the agreed revision terms.

A request for revisions within the agreed scope does not automatically qualify as a refund request.

8. Revisions & Client Approval

Each project may include a specific number of revisions or review stages, as stated in the relevant quotation or service agreement.

Clients are responsible for reviewing submitted work and providing clear feedback within the agreed timeframe.

Requests that fall outside the original project scope may require additional fees, revised timelines, or a separate agreement.

Once a deliverable has been approved by the client, additional changes may be treated as new work.

9. Client Delays & Project Inactivity

Project timelines depend on timely communication, feedback, approvals, and the delivery of required materials by the client.

If a project is delayed because the client does not respond, provide requested materials, or approve submitted work, NWERA may:

Place the project on hold.
Adjust the delivery schedule based on team availability.
Reschedule production or other project activities.
Review the status of unused payments and committed resources according to the agreed terms.
Close an inactive project after reasonable prior communication and notice.

Any refund in such circumstances will be assessed based on work already completed, resources committed, and the terms agreed upon.

10. Rescheduling

Where operationally possible, NWERA may allow a project, production session, or agreed appointment to be rescheduled.

Rescheduling requests should be submitted as early as possible.

Approval depends on:

Team and production availability.
The type of service.
The amount of notice provided.
Any travel, equipment, location, vendor, or third-party arrangements already made.

A rescheduled project may require an updated timeline or additional costs if the change affects previously committed resources.

11. Refund Processing

Where a refund is approved, it will generally be issued through the original payment method whenever possible.

If the original payment was made through a third-party provider, such as Kashier or PayPal, the refund will be subject to the provider’s processing procedures, timelines, and applicable rules.

The time required for the refunded amount to appear in the client’s account may vary depending on the payment provider and the financial institution.

Any applicable processing fees or non-recoverable transaction costs will be handled in accordance with the agreed payment terms and applicable law.

12. Situations That May Not Qualify for a Refund

Unless otherwise required by applicable law or agreed in writing, a refund may not be available in situations such as:

A change of mind after customized work has started.
Work that has already been completed or delivered.
Failure to provide required project materials, information, or approvals.
Delays caused by the client’s lack of response or cooperation.
Failure to attend an agreed production session or appointment without sufficient notice.
Requests for work outside the original agreed scope.
Deposits used to reserve production time or allocate project resources.
Deliverables that have been approved or accepted by the client.

Each case will be reviewed based on its individual circumstances.

13. Payment Issues & Disputes

If you experience an issue with a payment, invoice, order, or service, we encourage you to contact NWERA first so we can review the matter and work toward a fair resolution.

If a payment dispute, chargeback, or reversal is initiated through a bank, card issuer, or payment provider, NWERA may provide relevant transaction records, project documentation, approved quotations, and communication records as necessary to respond to the dispute.

14. Exceptional Circumstances

NWERA may consider alternative resolutions in exceptional circumstances, including:

NWERA being unable to provide the agreed service for reasons within its control.
Duplicate payments.
Incorrect charges caused by a technical or payment processing error.
Other circumstances where a refund, partial refund, service credit, or rescheduling would be a fair resolution.

Any such resolution will be assessed individually and confirmed in writing.

15. How to Request a Refund or Cancellation

To request a cancellation, refund review, or rescheduling, please contact us with the following information:

Your full name.
Order number, invoice number, or project reference.
The service or package purchased.
Date and amount of payment.
A brief explanation of your request.
Any relevant supporting information, if applicable.

Contact Details

NWERA AGENCY

Email: support@nwera.com

Phone / WhatsApp: +20 106 131 8811

Contact Page: https://nwera.com/contact/

We will review your request and respond as soon as reasonably possible.

16. Changes to This Policy

NWERA may update this Refund & Cancellation Policy from time to time to reflect changes in our services, business practices, or applicable legal requirements.

Any updates will be published on this page with a revised effective date.

We encourage clients to review this Policy periodically.

17. Applicable Law & Client Rights

This Policy is intended to explain NWERA’s general refund and cancellation procedures.

Nothing in this Policy is intended to exclude, restrict, or override any rights or remedies that cannot legally be excluded or restricted under applicable consumer protection or other relevant laws.

Where a specific written agreement or applicable law provides additional rights or protections, those provisions will apply.

18. Contact Us

If you have any questions about this Refund & Cancellation Policy, please contact us: