Refund and cancellation policy

Version 1.0 · Effective 25 August 2026 · Last updated 25 August 2026

We would rather tell you plainly what is refundable than bury it. Our refunds work through performance guarantees written into the contract, not through a general change-of-mind window. This page sets out exactly what those guarantees are, how to claim one, and how cancellation works.

1. Summary

2. The guarantees in full

2.1 The 2x-or-free guarantee — 21-Day Patient Reactivation

If, at the end of the 21-day engagement period, the reactivation campaign has produced less than $5,000 in booked revenue, we refund the $2,500 fixed fee in full and charge no performance fee.

How “booked revenue” is measured. Appointments booked during the 21-day period that are attributable to the campaign, valued at your own published or agreed service prices. The measurement method is written into your engagement document before work starts, so there is nothing to argue about afterwards.

Conditions. The guarantee applies where you have met your obligations under clause 7 of our terms: you supplied the patient contact list and access on time, kept clinic capacity available, and responded to booking enquiries. If a campaign cannot run because those were not in place, the guarantee does not apply and we will tell you at the time rather than at the end.

2.2 The milestone pause — 90-Day Expansion Sprint

Delivery milestones are listed in your engagement document with dates. If a milestone slips for reasons within our control, invoicing pauses until we meet it. If the engagement is terminated before a milestone is started, the portion of the fee allocated to that milestone is refunded.

Work already delivered and accepted is not refundable.

2.3 The six-month performance term — Practice Value Partnership

Your engagement document states a growth target measured against the signed baseline. If that target is not met by the end of month six for reasons within our control, we continue supplying the services with no monthly fee until it is met.

This is a continued-service guarantee rather than a refund: monthly fees already paid for months in which we delivered are not returned. Performance fees remain payable on actual growth achieved.

3. What is not refundable

• Fees for work already delivered and accepted.
• Performance fees correctly calculated on revenue that was actually booked or earned.
• Third-party costs we paid on your behalf and cannot recover — advertising spend, software subscriptions, SMS or email delivery fees. These are always identified separately in advance.
• Fees where a guarantee has failed because the obligations in clause 7 of our terms were not met.
• Change of mind after work has begun, outside the guarantees above.

4. Cancelling an engagement

4.1 Before work starts

If you have paid and no work has begun, tell us in writing and we will refund the fee in full. “Work has begun” means the kickoff has taken place or we have started building, whichever is first. We will confirm the position in writing when you ask.

4.2 Fixed-term engagements

The 21-Day Reactivation and 90-Day Sprint run for their stated periods. If you cancel mid-term, you pay for work delivered up to that point and the relevant guarantee is assessed on what was completed.

4.3 Practice Value Partnership

Cancel any time with 30 days’ written notice, expiring at the end of a paid month. There is no exit fee and no minimum term beyond the notice period. The final month is served in full, not refunded.

4.4 If we cancel

If we end an engagement for reasons within our control, we refund all fees paid for services not yet delivered, within 14 days.

5. How to claim a refund or guarantee

1. Email hadi@aceexpansion.co with your practice name, the service, and what you believe is owed. Or call +44 7538 719039.
2. We acknowledge within 1 business day.
3. We review against the engagement document and the campaign data and give you a written answer within 5 business days, showing the calculation.
4. Approved refunds are issued within 10 business days of that decision.

Refunds are returned by the original payment method and in the original currency. Where you paid by card, the refund goes back to the same card. Your bank may take a further 3–10 days to show it, and any currency movement between payment and refund is outside our control.

6. If you disagree with our decision

Tell us. Under clause 15 of our terms, both of us agree to raise a billing dispute in writing and allow 14 days to resolve it in good faith before escalating to a bank, a card issuer or the courts.

This is not a barrier to your rights and it does not remove them. It exists because a chargeback takes weeks and tells us nothing, whereas an email tells us exactly what went wrong and we can usually fix it the same week. If we owe you money, we would rather pay it than argue about it.

7. Contact