Refund Policy

Last updated: May 19, 2026

This Refund Policy explains when and how refunds are issued for services provided by Elyvra LLC, a New Mexico limited liability company. It applies to all monthly social media management packages and project-based engagements paid through elyvramedia.com or our invoicing system, and is incorporated into our Terms of Service.

Summary

1. Monthly Retainer Refunds

1.1 First-invoice refund window

If you request a refund within seven (7) calendar days of paying your first monthly invoice and Elyvra has not yet begun production on any deliverable, you are entitled to a full refund of that first invoice.

"Production has begun" means any of the following has occurred: (a) the kickoff call has been completed, (b) the 30-day content calendar has been drafted, (c) brand-voice interviews or asset collection has started, or (d) any draft of a deliverable has begun. Merely scheduling a kickoff call does not end the refund window.

To request a refund, email contact@elyvramedia.com from the email on your account before the 7-day window closes. Refunds are issued to the original payment method within 5–10 business days.

1.2 After production has started — non-refundable

Once production has started on any deliverable in the current service month, the invoice for that service month is non-refundable. You will, however, receive every deliverable scheduled for that service month.

1.3 No automatic renewal — how to stop service

Elyvra does not automatically renew packages or charge clients on a recurring basis. Each invoice is a one-time charge for one service month. To stop after the current service month, the Client simply does not approve a new invoice — no cancellation notice is required.

When you choose not to continue:

• Elyvra completes all deliverables paid for in the current service month.
• No further invoices are sent.
• Unused deliverable slots in the current service month are forfeited.
• You retain full ownership of all delivered creative on final payment.
• Account access provided to Elyvra during the engagement will be revoked by you; we will not retain login credentials after the engagement ends.

2. Project-Based Engagement Refunds

2.1 Before kickoff

If you request a refund for a project-based engagement before the project kickoff call, you receive a full refund minus a 5% transaction-processing fee retained by our payment processor.

2.2 After kickoff

Once the kickoff call has occurred and the project brief is in progress, the engagement deposit becomes non-refundable as work has begun. Remaining milestone payments are refundable on a pro-rata basis for work not yet performed.

3. Pass-Through Costs (Ad Spend, UGC, Music, Stock)

Ad spend paid to social platforms (Meta, TikTok, LinkedIn, YouTube, X), payments to third-party UGC creators, licensed music and stock footage are billed at cost and pass through Elyvra to the relevant third party. These pass-through costs are not refundable by Elyvra once paid to the third party. Any refund eligibility for pass-through costs is governed by the relevant third party's own refund policy.

4. Deliverable Quality Guarantee

If a delivered piece of creative materially fails to meet the scope set out in the approved content calendar — for example, wrong format, missing required elements, or fundamental misalignment with the approved brief — Elyvra will revise the work at no additional cost until it meets the brief. This guarantee applies for fourteen (14) days from delivery of the affected piece.

This guarantee does not cover subjective stylistic preferences not specified in the brief, scope expansions beyond the original brief, or business outcomes (follower counts, engagement rates, revenue), which depend on factors outside Elyvra's control.

5. Chargebacks and Disputes

We ask that you contact us at contact@elyvramedia.com before initiating a chargeback with your card issuer so we can investigate and resolve billing questions quickly. Almost every billing question is resolved within one business day.

If a chargeback is opened for services already rendered or delivered, we will provide the card issuer with the signed service agreement, invoices, approval records, and delivery evidence in support of the charge. We may also pause future deliverables on the account until the dispute is resolved.

6. How Refunds Are Issued

Approved refunds are issued to the original payment method used for the transaction (typically the credit/debit card on file at Stripe). Refunds typically appear on your statement within 5–10 business days, depending on your card issuer.

Refunds in non-USD currencies are issued in USD at the original transaction exchange rate; foreign-currency conversion differences are not refundable.

7. Exceptions

This policy does not limit any rights you have under applicable consumer-protection law in your jurisdiction. If you believe you are entitled to a refund under such law, contact us with details and we will evaluate the request in good faith.

8. How to Submit a Refund Request

Email contact@elyvramedia.com and include:

1. The email address associated with your Elyvra account
2. The invoice number or date of charge
3. The reason for the request
4. Confirm whether production has begun (this affects refund eligibility)

We confirm receipt within one business day and respond with a decision within 5 business days.

9. Contact