Setup fee charged – no operational delivery
Setup fee charged – no operational delivery:
We engaged NYBA Media GmbH for performance marketing services focused on TikTok, Google and Reddit campaigns for a time-sensitive live event.
A setup fee of €2,250 was paid at the beginning of the collaboration. According to the contract, this fee covered strategic planning, account architecture, tracking setup and operational preparation for scalable campaigns.
In practice:
• No campaigns were operational within a reasonable timeframe.
• TikTok tracking was not fully functional (no purchase event properly integrated).
• Reddit setup was not completed.
• No written strategy document, architecture overview or structured deliverables were provided to us.
• €300 in ad spend was triggered without our explicit prior approval.
The collaboration was marked by delays, shifting explanations and lack of clarity around account ownership (ads were operated through their Business Manager, not ours).
After terminating the contract due to non-performance and loss of trust, we requested a refund of the setup fee.
We are sharing this experience so that other businesses carefully clarify:
• account ownership,
• tracking responsibility,
• and concrete written deliverables before signing.
We cannot comment on other projects, but this was our experience.