Refund Policy
Effective 16 September 2026
Nature of the service
AdsCreativeFactory produces bespoke creative work made to your brief. Once we begin production and dedicate creative and compute resources to your order, the work cannot be resold or re-used for another customer. Our refund policy reflects that.
Before production starts
If you cancel your order before we have started production (that is, before we have begun generating creatives for your brief), you are entitled to a full refund. Contact [email protected] with your order reference.
After production has started
Once production has started, the order is non-refundable in full. However, our commitment is to make sure you receive creatives that reflect your brief. Every standard package includes one round of revisions to address reasonable issues with a delivered creative.
If we fail to deliver
If ACF fails to deliver the ordered creatives within a reasonable time frame from a complete brief, and the failure is attributable to us and not to missing / incorrect information on your side, you are entitled to a full refund upon request.
Consumer statutory rights
Where you are a consumer resident in the European Union, this Refund Policy does not affect your mandatory statutory rights. Because our service produces bespoke digital content made to your specifications and begins on your explicit request, the 14-day withdrawal right (Consumer Rights Directive 2011/83/EU, Art. 16(a) and (m)) does not apply to orders where production has started with your consent.
How to request a refund
Email [email protected] with your order reference and a short explanation of the issue. We aim to respond within 2 business days and process approved refunds within 5–10 business days via the original payment method.