Refund & Cancellation Policy

This policy explains how to cancel an engagement with Metric House LLC, when a refund is due, how quickly it is paid, and what happens if a payment is disputed. It covers retainers, projects and research engagements.

It forms part of our Terms & Conditions. Where a signed Scope of Work states different notice periods or payment terms, the Scope of Work takes precedence.

If you cancel before we have started work, you may do so at any time and any advance payment is refunded in full. Email info@metrichouse.net with the engagement or invoice reference. "Started work" means the kick-off has taken place or a member of the team has begun a Deliverable named in the Scope of Work.

Retainers run for the term stated in the Scope of Work and renew monthly unless cancelled. Either party may cancel on 30 days' written notice, or on the period stated in the Scope of Work if different.

• The current billing period is not pro-rated. We continue to deliver the agreed deliverables for the remainder of it.
• No further periods are invoiced once notice has been given and the term has run out.
• At the end of a retainer we hand back access to any account, asset or dashboard we manage on the Client's behalf, and provide the working files for Deliverables that have been paid for.
• Where we cancel for a reason other than the Client's breach, we refund any unused portion of the period already paid for.

If a project or research engagement is cancelled after work has started, we invoice for the work performed to the cancellation date plus any third-party costs already committed on the Client's instruction, and refund the balance of any advance payment that exceeds that amount.

Where practical, we hand over the work completed to date. We will provide a written breakdown of work performed with any final invoice or refund so the calculation can be checked.

Every Deliverable is measured against the acceptance criteria in the Scope of Work. If a Deliverable does not meet them, tell us in writing within the review period and we will correct it at no additional cost.

If, after a reasonable opportunity to correct it, we cannot bring a Deliverable to the agreed standard, the fee attributable to that Deliverable is refunded. Full detail of the review and acceptance process is in our Service Delivery Policy.

The following are not refundable:

• Media spend already placed. Once budget has been spent with an advertising platform it belongs to that platform, not to us. Refunds of media spend are a matter for the platform under its own terms.
• Third-party costs already committed on the Client's instruction, such as stock licences, software subscriptions, panel or survey costs and production bookings.
• Work already performed and accepted, including research already carried out and reported.
• Commercial outcomes. Fees are payable for the Services performed, not for a particular level of revenue, return on ad spend or other result. See the no-guarantee clause in our Terms & Conditions.

Approved refunds are issued to the original payment method and payer. We do not refund to a different card, account or party — this is both a control against fraud and a requirement of our payment providers.

• We process approved refunds within 10 business days of approving the claim.
• Your bank or card issuer may then take a further 3–10 business days to show the credit. That period is controlled by the issuer, not by us.
• Refunds are made in the original invoice currency. Where the payment method is denominated in another currency, the amount received may differ slightly because of the issuer's exchange rate on the refund date.

If you believe an invoice or charge is wrong, contact us before raising a dispute with your bank or card issuer. In most cases we can resolve it within a few days — far faster than the formal chargeback process, which can take several weeks.

Where a chargeback is raised, we cooperate fully with the issuing and acquiring banks and supply the records we hold: the signed Scope of Work, the Deliverables issued, the acceptance history and our correspondence with the Client. We may suspend work on an engagement while a dispute is open.

Cancellation and refund requests should go to info@metrichouse.net, or by telephone on +44 7710 780963 during Monday – Friday, 09:00 – 18:00 (Mountain Time). Please include the engagement or invoice reference. We acknowledge every request within one business day and confirm the outcome in writing.