REFUND AND CANCELLATION POLICY

The services offered by NTS PUBLICIDAD, S.A. DE C.V. are creative and personalized in nature, which implies the immediate dedication of specialized human, technical, and conceptual resources from the moment the planning or development of a project begins.

Each contracted service requires an investment of professional time and intellectual effort which, by its very nature, is not recoverable once the creative process has begun, even if the final result has not been delivered.

a) Cancellation prior to the formal start of the project If the client requests cancellation before any creative work begins—that is, before having delivered the complete briefing, holding the kickoff meeting, or receiving the first preview—they may request a refund only within the first 24 hours following the order confirmation. After this period, the project will be considered to have started and no refund will proceed.

b) Cancellation after work has started When the project has already advanced to stages such as: reception of briefing, development of graphic proposals, copywriting, audiovisual editing, or delivery of advances, no refunds will be granted, since the resources and professional hours have already been allocated.

c) Hourly services In services billed for time actually worked, the client will only cover the hours recorded and documented up to the moment of requesting the cancellation. Hours already worked will not be subject to a refund under any reason.

Each cancellation request is analyzed case by case, considering factors such as: the stage the project is at when requested; the creative work already done or delivered; the technical, human, or financial resources committed; the specific cause motivating the cancellation; and the client's compliance and communication history.

Based on these criteria, Brand lift will determine whether a partial or full refund is appropriate.

If, after several reasonable contact attempts, the client does not provide the information, materials, or feedback necessary to continue the project within a reasonable timeframe (15 calendar days unless otherwise agreed), Brand lift may terminate the project without the obligation to refund or compensate.

In these cases, the work completed to date will be considered delivered or finished, regardless of its level of progress.

In the unlikely event that Brand lift cannot fulfill the execution of the service due to causes directly attributable to its operation, proportional alternative solutions will be offered, which may include: Adjustment of delivery dates, Assignment of a new work team, or Partial or full refund, depending on the degree of project progress and delivered materials.

When the contracted service involves the acquisition of third-party resources, such as premium image banks, licensed music, commercial typographic fonts, or external production services, the costs already incurred are not recoverable and will not be refunded under any circumstances.

The compensation evaluation will apply exclusively to the portion corresponding to Brand lift's own creative work.

To request a cancellation or refund, the client must follow this procedure:

1. Send a written request to the official email proyectos@brandlift.com.mx indicating: Client name or business name, Project number or reference, Contracted service, and Reason for cancellation or refund request.

2. Brand lift will analyze the case according to this policy and the documents associated with the project.

3. A written response will be issued within a maximum of seven (7) business days, indicating the resolution and, if applicable, the available alternatives.

If a refund or compensation proceeds, the client must expressly accept the resolution, after which the agreement will be formalized and executed within the communicated deadlines.

The reflection time of the refund in the client's account will depend on the internal processes and settlement times of their banking institution or payment platform, which may vary and are beyond Brand lift's control.

Once the client accepts the proposed alternative in writing, the agreement will be considered formalized, and Brand lift will proceed to execute the agreed measure according to the established deadlines.

Processing errors: If duplicate charges, incorrect amounts, or technical errors in charging are detected, the correction or refund will be made immediately.

Proven breach: If it is demonstrated that Brand lift did not comply with the agreed terms without justified cause, corrective measures or refunds proportional to the unperformed work will be applied.

Force majeure or extraordinary contingencies: In exceptional situations—such as death, disability, natural disasters, health emergencies, or legal impediments—the company will evaluate the case using equity and flexibility criteria, provided the client duly proves the situation.

Before initiating a claim, chargeback, or dispute with the financial institution, the client is requested to first exhaust the internal service process described in this policy. This allows cases to be resolved more efficiently, transparently, and professionally.

If the client initiates a bank dispute without previously contacting Brand lift, the Company may: Present all documentary and technical evidence proving the provision of the service to the institution; and Temporarily suspend any active project or service until the controversy is resolved.

We apply the same evaluation criteria for all clients regardless of the project amount, length of the commercial relationship, or type of contracted service.

If you do not agree with the initial resolution of your request, you may request that your case be reviewed again by providing additional relevant information.

This policy may be updated. Requests are evaluated according to the version in force at the time they are submitted.