Refunds

This is what happens if you want your money back, written the way we would answer the question on the phone. There is no small print underneath it.

We turn your ad down, you get everything back

Every piece of creative is looked at by a person before it runs. If we decide not to run yours, the whole charge is refunded automatically, the moment we make that decision. You do not have to ask, there is no window to miss, and you get a message saying what the problem was in plain words rather than a policy number.

This is the normal case for a rejection and it is deliberately not a judgement call on our side. The refund is issued in the same action as the rejection, because a rejection that leaves the refund for later is one forgotten click away from us keeping money for an ad that never ran.

You change your mind: thirty days, the whole charge

Ask within thirty days of paying and we refund that payment in full. You do not have to say why and there is no form. It goes back to the card it came from, through Stripe, and lands in the five to ten days that takes at their end.

That holds whether the ad has been running or not. We would rather refund somebody than argue with them, and thirty days of a banner is not worth the conversation.

After thirty days a payment is not refunded, and what you have instead is the rest of what you bought — the slot runs to the end of the period you paid for, to the day. Nothing is cut short to make a refund unnecessary.

We take your ad down early

If we pull a slot mid-flight for any reason of our own, you are refunded for the days that will not be served, pro rata. The fraction rounds in your favour.

We would only do this for something we got wrong at our end — a site going away, a slot being removed. We do not take down creative we have already approved because somebody complained about it; if we were willing to run it, we are willing to keep running it.

Things we refund without being asked twice

These are not a policy with conditions attached. They are the situations where keeping the money would be indefensible.

• You were charged and the ad never ran.
• You were charged twice for the same slot and period.
• The site your ad was bought for was down for a meaningful part of your booking.
• Your ad ran in the wrong slot, at the wrong size, or on the wrong site.

How to ask

Write to support@hyperspacemediagroup.com with the booking reference from your receipt. One message is enough. If you no longer have the reference, the email address you bought with will find it.

Before you buy, so a refund is not the conversation

The thing most likely to go wrong is the artwork, and it is the one thing you can settle in advance. The slots are 160×600 pixels, PNG or JPEG, under 2MB. Send the file to support@hyperspacemediagroup.com before you pay and we will tell you whether it would be approved. That costs nothing and takes about as long as it takes us to open it.

We do not accept SVG, and that is a security rule rather than a preference: an SVG can carry scripts, and we are not willing to serve one from our own domain on somebody else's behalf.

Hyperspace Media Group LLC. Payments are processed by Stripe; we never see or store your card details.