ZOON Media

Overview

At ZOON Media, our goal is to provide effective digital marketing services and ensure our clients are satisfied. However, because our products are intangible services (such as Facebook/Instagram advertising campaigns for music artists) and involve upfront planning and costs, we have certain limitations on refunds. This Refund Policy explains when you may be eligible for a refund or cancellation and how we handle such requests.

By purchasing a service from ZOON Media, you agree to this Refund Policy as part of our Terms of Service.

Important: We are committed to fairness and quality. If you have any issues with a campaign or are unsatisfied with our service, we encourage you to contact us — we will always strive to resolve concerns, whether through adjustments to your campaign or other solutions. Your experience is important to us.

No Refunds After Service Completion

Due to the nature of our service-oriented business, once a digital marketing campaign or service has been fully delivered and completed, it is not eligible for a refund. Our services involve planning, labor, and often non-recoverable advertising expenditures that we commit on your behalf. For example, if we have run a full Facebook/Instagram ad campaign for your music and the campaign has concluded, we cannot refund the cost of services already rendered and ads already run.

We appreciate your understanding that you are purchasing our expertise, time, and advertising placement – resources that cannot be “returned” after they have been used. However, if you have concerns about the results or quality of a completed campaign, please reach out to us (see Contact Us below). We want the opportunity to discuss your concerns and see if there is anything we can do to make it right, even if a refund isn’t possible (such as providing additional guidance, analytics, or a goodwill discount on a future campaign if appropriate).

Cancellations and Partial Refunds for In-Progress Campaigns

We strive to begin working on your campaign as quickly as possible after purchase. If you decide you need to cancel after placing an order but before the campaign has started (e.g., before we have launched any ads or expended significant time), please notify us immediately. In such cases, we can typically cancel your order and issue a full refund of the amount paid, since work has not yet been done.

If a campaign is already in progress (for example, our team has started setting up your ads, or ads are currently running) and you request a cancellation or halt to the campaign, we will assess the situation on a case-by-case basis. We understand circumstances can change, and we aim to be reasonable:

Partial refund.
The refundable amount will generally be the portion of your payment that corresponds to the unused or un-rendered part of the service. We will deduct any costs already incurred up to that point, including any advertising spend already used on platforms (e.g., Facebook Ads) and any non-refundable fees or pro-rated compensation for our work completed. In other words, you will not be charged for the part of the service we haven’t executed.

Please note that if the campaign is nearly completed or in its final stages, the partial refund, if any, may be minimal, as most of the work and cost would have been incurred.

Satisfaction Guarantee and Issue Resolution

We stand behind our services and want you to be satisfied. While we cannot guarantee specific outcomes (like a certain number of followers or streams, which depend on many factors outside our control), we do guarantee our effort and integrity in delivering the service as described.

If you feel that we failed to deliver the service as agreed or have concerns that “we dropped the ball” in some way, please contact us. For example, if there was a mistake on our end (such as mis-targeting an ad audience or a delay longer than promised in launching your campaign), we will work with you to make it right.

Possible remedies we might offer in these situations include (but are not limited to):

We could extend your campaign or adjust the strategy to improve results, at no extra charge to you, if we believe changes could address the issue.

If a particular service did not meet expectations, we might offer to apply the fee you paid toward a different service of your choice that might better suit your needs.

In rare cases where we determine that we failed to fulfill our obligations or the service was not delivered at all, we will of course refund the appropriate amount. This would be an exception to our standard policy, recognizing that your trust and satisfaction are vital.

Pre-Campaign Transparency & Client Control
At ZOON MEDIA, we only launch a campaign once you’ve submitted your release and we’ve had a chance to review and approve it. Payments remain pending until your campaign is accepted. This ensures full transparency and protects you from being charged for services we cannot deliver. If your campaign is not approved, no payment is taken, and you are free to modify or cancel the request.

European Union 14-Day Cooling-Off Period

For customers residing in the European Union, under EU consumer protection laws you typically have the right to a 14-day “cooling-off” period for many types of purchases. This means that for many goods or services bought online, you could cancel for any reason within 14 days of the purchase and receive a refund. However, this right has important exceptions, especially for services that begin with your consent before the cooling-off period ends or for digital content that is delivered immediately.

You acknowledge that we will begin providing the service during the 14-day cancellation period. If the service is fully performed (completed) within those 14 days, you lose the right to cancel under the cooling-off rule. For example, if you order a campaign and we fully execute it within a week, you cannot then invoke the cooling-off cancellation after the campaign is done.

Before we have begun performance (or completed performance) of the service, you must explicitly inform us within 14 days of purchase. If we have not started working on your campaign yet, we will honor the cancellation and provide a full refund. If we have started but not completed the service, you may still cancel, but you would be responsible for the cost of the portion of services already provided up to the point of cancellation (as permitted under EU law). We would calculate any partial refund accordingly, reflecting the work done or ad spend made prior to your cancellation request.

In summary, if you are an EU customer: you have the statutory right to cancel your service purchase within 14 days of ordering without giving a reason, unless you have agreed that we may start the service earlier and the service has been fully performed within those 14 days. By agreeing to our Terms and this Refund Policy at checkout and requesting immediate service, you typically consent to waive this cancellation right once the service is completed.

Processing of Refunds (if applicable)

If a refund is approved according to the terms above, we will process it as follows:

We will refund you via the original payment method you used. For example, if you paid by credit card, the refund will be issued to that same credit card; if you paid via PayPal, we will refund to your PayPal account, etc.

Once a refund is approved, we will initiate it promptly. Please note that while we typically process refunds immediately on our end, it might take some time (usually a few business days) for your bank or credit card company to credit the refund amount back to your account. In general, you can expect the refunded amount to appear within 5–10 business days on your statement, depending on your financial institution.

We will notify you via email (or via the communication method you used to discuss the refund) when the refund has been processed. We’ll include any relevant details, such as the amount refunded and an approximate timeline for when to expect the funds.

If you have not received an expected refund after 10 business days from our confirmation, first check with your bank/credit card, as processing times can vary. If there is still no sign of the refund, please contact us and we will assist in investigating the issue (sometimes providing you with a transaction reference number you can give to your bank).

Non-Refundable Situations

While we strive to be accommodating, there are certain situations where refunds will not be provided, aside from the general rule of “no refund after completion”:

If a campaign was delivered as described and on time, and the only issue is that you changed your mind or expected a different outcome (e.g., hoped for more song streams or followers than what resulted), this would not generally qualify for a refund. Marketing results can vary and are not guaranteed; purchasing our service carries an inherent risk and variability in outcomes. We focus on delivering the service (ads targeted appropriately, within budget, for the duration, etc.) and cannot promise specific metrics.

If we attempt to deliver the service but are unable to do so or it is negatively affected because the client (you) failed to provide necessary information or approvals, then refunds may not apply. For example, if we require you to supply some informations (during the order process) by a certain date to run the campaign and you significantly delay or do not deliver these, causing the campaign to be impaired or canceled, we may not issue a refund for work already allocated or time reserved. We will, of course, communicate with you in such cases to find a solution, but the responsibility to collaborate is mutual.

If your use of our Services violated our Terms of Service or policies (for instance, if you provided content for advertising that infringed copyright, or engaged in fraud), we reserve the right to refuse a refund. Additionally, if a platform (like Facebook) bans or penalizes your ad due to the nature of your content (e.g., prohibited content or misleading advertising material provided by you), any inability for us to complete the campaign might not be eligible for a refund. (We will do our best to warn you if content might violate platform rules, but ultimate responsibility lies with the content provided.)

Promotions and Discounts

ZOON Media may run discounts, promotions, or coupon code offers from time to time (for example, a seasonal sale or a launch promotion offering a percentage off our services). Services purchased during a promotion or with a discount are generally covered by the same refund terms as full-price services, with the refund amount limited to the actual price paid:

• based on what you paid, not the original full price. For example, if you bought a campaign at 20% off, we will refund up to the discounted amount you paid, not the full regular price of the service.
• additional terms that we’ll specify when the promotion is announced (such as “no refunds on this special bundle” or “credit only” etc.). Please refer to the specific promotion’s terms. If no special terms are stated, assume our standard refund policy applies.
  

Multiple promotions or discounts typically cannot be combined. If you use a promo code, that likely makes the sale final for that promotion period. We reserve the right to refuse retroactive application of a promo code or price adjustment after purchase.

Discounts and promo codes often have expiration dates. If you cancel a service that was purchased with a time-limited promotion and later repurchase, the promotion may no longer be applicable unless we explicitly allow it.

Rest assured, even when you take advantage of a sale, we strive to deliver full quality. We do not treat discounted service orders with any less priority or care.

How to Request a Refund or Cancellation

If you need to cancel your service or believe you are entitled to a refund under the guidelines above, please follow these steps:

Send an email to our support at [hello(at)zoon.media] or reach out through our website’s contact form as soon as possible. Provide your order number or invoice, the service purchased, and a brief explanation of your request (e.g., “I’d like to cancel my campaign scheduled to start next week due to …” or “My campaign ID #12345 is currently running, but I need to stop it and request a partial refund because …”).

Our team will respond to you quickly (generally within 1-2 business days). We may ask for additional information if needed to evaluate your request. For instance, if you’re unsatisfied with results, we might ask what your expectations were or what specifically disappointed you, so we can address it.

We will let you know what refund or resolution we can offer, referencing this policy. If a refund is agreed upon, we will confirm the amount and initiate the refund process (and let you know the expected timing). If we cannot grant a refund, we will explain why (e.g., service completed per agreement) and may offer an alternative solution if appropriate.

We recommend keeping records of all communications regarding your cancellation or refund (emails, chat logs, etc.) until the issue is fully resolved.

We aim to handle all requests fairly and in good faith. Even if a refund isn’t provided, we want every client to feel heard and treated reasonably. We appreciate your patience and cooperation during the process.

“Damages and Issues” (Not Applicable to Intangible Services)

(This section is more relevant for physical goods but is included for transparency.)

If we were providing physical products, we would ask you to inspect them on delivery and notify us of any defects, damage, or incorrect items. Since our services are digital and tailored, there is no physical product to inspect. However, if there is any issue with the service deliverables (for example, if we delivered a report or content that is corrupted or inaccessible), please let us know and we will correct the issue. We ensure that all digital deliverables (such as ad performance reports, if provided) are delivered in a usable format.

Exceptions – Force Majeure

Certain situations outside of our control might impact service delivery (for example, major platform outages, sudden changes in advertising platform policies, natural disasters affecting our operations, etc.). In such “force majeure” cases, we will communicate with you about how your campaign is affected. Our general policy in such events is to pause the service and resume or reschedule rather than cancel, but if a campaign cannot be completed due to extended force majeure circumstances, we will work out a fair compensation or refund for the undelivered portion. These scenarios are handled on a case-by-case basis.

Contact Us for Questions or Concerns

If you have any questions about this Refund Policy or wish to discuss a refund/cancellation, please contact us:

Email: hello(at)zoon.media

Business Address: Vögeli Prod, Nydeggstalden 36, 3011 Bern, Switzerland

We are here to help and ensure your experience with ZOON Media is positive and worry-free. We will respond as promptly as possible to all customer service inquiries.

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This Refund Policy is part of ZOON Media’s commitment to transparent and fair dealings. Please note that it may be updated from time to time (for example, if our services change or laws require it). The latest version will always be available on our website.