Return & Refund Policy

Our commitment

If we’re unable to deliver a Service you’ve paid for, or you cancel an unstarted engagement within the window below, we’ll refund the Norex fees you paid. Third-party pass-through costs already incurred on your behalf — ad spend, licensing fees, tools purchased for your campaign — are not refundable, since they’ve already been paid out to those third parties.

1. Norex Academy — courses & digital products

Because course access and digital downloads are delivered instantly, all sales are generally final. We do, however, offer refunds in the following cases:

• You request a refund within 5 days of purchase and have accessed less than 20% of the course content
• A course or digital product is materially different from how it was described at checkout
• A technical fault on our end prevents you from accessing content you paid for, and we're unable to resolve it within a reasonable time

Refund requests outside these cases are reviewed individually and granted at our discretion. Mentorship spots and cohort-based programs may carry different cancellation windows, which will be stated at the point of purchase.

2. Agency, Tech & AI services

Retainers, campaigns, and project-based work are governed primarily by the Client Agreement signed for that engagement. As a general rule:

• Request made before any work has begun: you’re eligible for a full refund of Norex fees paid.
• Request made after strategy or planning work has started, but before campaign launch or first deliverable: you may be eligible for a partial refund of 50% of the Norex fees paid, reflecting work already committed.
• Where we’re not able to deliver your chosen Service at all, you’re eligible for a complete (100%) refund of Norex fees.
• Ad spend, third-party licensing fees, and other pass-through costs already incurred on your behalf are non-refundable.
• Monthly retainers may be cancelled with the notice period stated in your Client Agreement; you'll be billed for work completed up to the cancellation date.

For refunds relating to delays caused by incomplete information you owe us (briefs, brand assets, approvals), see clause 5 of our Terms of Service for additional conditions.

3. How to request a refund

Email hello@norexmedia.com with your order or invoice reference, the product or service purchased, and the reason for your request. We aim to respond within 3 business days.

4. Refund processing timeline

Approved refunds are returned to your original payment method within 7–14 business days, depending on your bank or payment provider’s processing times. Where a full refund isn’t applicable, we may offer a partial refund, credit toward another Norex product, or an extended access window instead.

5. Non-refundable services

Once ad spend has been committed, licensing has been purchased on your behalf, or a course/digital product has been fully delivered and consumed beyond the window in clause 1, those fees are non-refundable. This policy is subject to the terms and conditions of our Terms of Service.

6. Chargebacks

We ask that you contact us directly before initiating a chargeback with your bank or card provider, so we have a fair opportunity to resolve the issue.

7. Questions

For anything not covered here, reach out via hello@norexmedia.com or our contact page, and we’ll work it out with you directly.