How we bill, and what happens if it stops working.

These terms apply to services provided by Personex Digital Private Limited ("we", "us") to a client ("you") under a signed proposal, statement of work or written engagement confirmation. Where a signed agreement says something different, that agreement takes precedence over this page.

Ongoing work is billed as a monthly retainer, scoped and agreed in writing before work begins. One-off work — a website build, a brand identity — is billed as a project fee against an agreed scope.

Engagements normally begin with a paid audit. The audit is a distinct, completed piece of work and is invoiced separately from any retainer that follows.

Retainers are billed in advance for the month ahead. Project fees are billed against the milestones set out in the relevant statement of work.

Advertising budget is not part of our fees. Media spend is paid by you directly to the platform — Meta, TikTok, YouTube, Google or otherwise — on your own billing account, which you own and control.

We do not mark up, resell or take commission on media spend. If for any reason we are asked to place spend on your behalf, that is agreed separately in writing and billed at cost.

All fees are exclusive of GST and any other applicable taxes, which are charged in addition at the prevailing rate and shown separately on the invoice.

Invoices are payable within 7 days of the invoice date unless the engagement confirmation states otherwise.

If an invoice is disputed, tell us in writing within 7 days of receiving it, setting out what is disputed and why. We will not treat a disputed amount as overdue while we are working through it in good faith.

Where an invoice remains unpaid and undisputed past its due date, we may pause work on the account after giving you written notice. We would always rather talk to you first.

Retainers run for an initial minimum term of one quarter (three months). Most channels — particularly search and organic social — do not produce meaningful data in less time, and we would rather say so than take a fee for a month that cannot prove anything.

After the initial term the engagement continues month to month. Either side may end it with 30 days' written notice.

During a notice period we continue to deliver the agreed scope, and the retainer remains payable for that period. At the end of it we hand over account access, assets and documentation.

Retainers cover work performed during the month they are billed for. Where a month has been paid for in advance and we have not delivered the agreed scope, we will refund the portion of the fee corresponding to the undelivered work, or credit it against the following month — your choice.

Fees for work already performed and delivered are not refundable. This includes completed audits, published content, campaigns already built and launched, and delivered design or development work.

Project fees are refundable in proportion to milestones not yet started. A milestone that is under way or complete is not refundable.

Media spend already committed to a platform cannot be refunded by us — that money goes to the platform, not to Personex, and any recovery is subject to the platform’s own policies.

Where a refund is due it is issued to the original payment method within a reasonable period of the amount being agreed, and never later than any period required by applicable law.

If you ask for work outside the agreed scope, we will tell you before starting it and confirm any change to fees in writing. We do not invoice for out-of-scope work you have not agreed to.

Write to contact@personexdigital.com and put the invoice number in the subject line. A person will reply — billing questions are not routed to a form.