1. Confirmed orders
This policy applies unless a signed order, campaign confirmation, or host agreement provides different terms. Prices are in Canadian dollars unless stated otherwise. A reservation is not final until required payment and location availability are confirmed.
2. NFC and QR card orders
Review-card storefront prices are stated in United States dollars. You may request cancellation before ScreenGrid begins customized design or production. Once a personalized design has been approved or physical production has started, the customized portion of the order is generally non-refundable unless the product is defective, damaged, materially different from the approved design, or a refund is otherwise required by law.
If your order arrives damaged, contains the wrong product, or has an NFC or QR programming defect, contact hello@screengrid.co within 14 days after delivery with the order reference and clear photos or video where helpful. ScreenGrid may troubleshoot, reprogram, repair, replace, or refund the affected item as appropriate. Problems caused by an incorrect customer-supplied destination link, approved spelling, incomplete address, or later changes to a third-party destination are not product defects.
A shipping charge may be non-refundable after the parcel has been transferred to the carrier. ScreenGrid will assist with a lost shipment and may replace or refund an order after the carrier confirms loss or after a reasonable investigation.
3. Pre-sale reservation deposits
A pre-sale deposit reserves priority consideration for the selected inventory; it does not guarantee a launch date, exact audience, or approval of creative. Unless the checkout or written confirmation says otherwise:
- The deposit is applied toward the related campaign if it launches as confirmed.
- The deposit is refundable if ScreenGrid cancels the selected location and cannot offer a reasonably comparable alternative accepted by you.
- The deposit is refundable if ScreenGrid states that the selected location will not launch.
- The deposit may become non-refundable if you fail to provide required information, approval, creative, or remaining payment by a clearly communicated deadline.
- If you cancel before ScreenGrid confirms the reservation, ScreenGrid will generally return the deposit, less any non-refundable processor fee disclosed at checkout where permitted by law.
4. Launch delay or location change
If the expected launch changes materially, ScreenGrid may offer a revised date, account credit, or a reasonably comparable location. You may reject a material change and request a refund of unused amounts paid for the affected service. Minor scheduling adjustments, maintenance, brief outages, or changes that do not materially reduce the purchased service do not automatically create a full refund right.
5. Monthly campaign cancellation
Unless a written order states a fixed commitment, monthly campaigns may be cancelled before the next billing date. Cancellation stops future renewal; it does not normally refund a period that has already started or inventory that was reserved and available for use.
If ScreenGrid materially fails to provide a confirmed campaign and does not correct the issue within a reasonable period after notice, an account credit or prorated refund may be provided for the affected portion.
6. Creative rejection
If submitted advertising violates the Advertising Policy, you will normally be given an opportunity to replace or correct it. A refund is not required when service cannot proceed because you do not provide compliant creative by the required deadline. If ScreenGrid rejects otherwise compliant creative for its own business reasons before service begins, unused amounts for that campaign will be refunded.
7. Duplicate charges and billing errors
Report a suspected duplicate charge, incorrect amount, or unauthorized transaction promptly by emailing hello@screengrid.co. Include the account email, transaction date, amount, and a description, but do not email complete card or banking credentials.
8. Requesting and receiving a refund
Send requests to hello@screengrid.co within 30 days of the event giving rise to the request. Approved refunds are returned to the original payment method when practical. Financial institutions may take additional business days to post the credit.
This policy does not limit refund or cancellation rights that cannot be excluded under applicable law.