Refund & Cancellation Policy

1. Campaign Cancellation

We understand that plans change. Our campaign cancellation policy is designed to be fair to both advertisers and the ambassadors who commit their time to delivering campaigns.

How to Cancel a Campaign

You can cancel a campaign at any time through your AdLuxy dashboard under Campaigns > Active > Cancel Campaign. Alternatively, email [email protected] with your campaign ID and cancellation request.

Performance Disputes

If your campaign did not meet the guaranteed impression minimums stated in your contract, you are entitled to a pro-rated credit or extension at no additional cost. Contact [email protected] with your campaign report within 7 days of campaign completion.

2. Hardware Returns

AdLuxy offers a 30-day return window for hardware purchases (AdLuxy One and AdLuxy Pro backpack units).

Return Conditions

• 30-day window -- Returns must be initiated within 30 calendar days of delivery.
• Original condition -- Hardware must be returned in its original packaging, with all accessories, cables, and documentation included. The unit must be free of physical damage beyond normal unboxing wear.
• Factory reset -- All personal data and account credentials must be removed from the device before return. We provide a factory reset option in the device settings menu.
• Return shipping -- Return shipping costs are covered by AdLuxy within the EU/EEA. For returns from outside the EEA, the buyer is responsible for shipping costs.
• Inspection period -- Upon receiving the returned unit, we will inspect it within 5 business days. If the unit meets return conditions, your refund will be processed.

Non-Returnable Items

• Hardware with physical damage (cracked screen, water damage, broken straps)
• Units missing original accessories or packaging
• Custom-branded or modified units
• Units returned after the 30-day window

Warranty Replacements

Hardware defects discovered after the 30-day return window are covered by our 12-month manufacturer warranty. Warranty claims are handled as replacements, not refunds. Contact [email protected] with photos of the defect and your order number.

3. Lease Termination

For customers on a hardware lease plan (monthly hardware rental included with campaign packages), the following termination terms apply:

• Minimum commitment -- Lease plans have a minimum 3-month commitment period. Early termination within this period incurs a fee equal to the remaining months of the minimum term.
• After minimum term -- Leases can be terminated at any time with 30 days written notice. No early termination fee applies.
• Hardware return -- Leased hardware must be returned within 14 days of lease termination. Failure to return hardware will result in a charge equal to the full retail price of the unit.
• Damage charges -- Leased units returned with damage beyond normal wear and tear will incur a repair or replacement fee, assessed on a case-by-case basis.
• Deposit refund -- If a security deposit was collected at the start of the lease, it will be refunded within 14 business days of receiving the returned hardware in acceptable condition.

4. Subscription Cancellation

Monthly platform subscriptions (Starter, Growth, Enterprise plans) can be cancelled at any time:

• Effective date -- Cancellation takes effect at the end of your current billing cycle. You retain access to all features until then.
• No partial refunds -- We do not issue refunds for partial months. You will not be charged for subsequent months.
• Data retention -- Your campaign data and analytics will be retained for 90 days after cancellation. After that, all data is permanently deleted unless you request an export.
• Reactivation -- You can reactivate your subscription at any time within the 90-day data retention period without losing your campaign history.

5. Refund Processing Times

All refunds are issued to the original payment method unless otherwise agreed. Refunds will appear on your statement with the description "ADLUXY REFUND".

6. Contact

For refund requests, cancellation assistance, or questions about this policy, contact us: