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.
Antwoord van NYBA Media GmbH
Dear Irasema,
Thank you for taking the time to share your feedback with us.
First and foremost, I would like to sincerely apologize on behalf of our entire team for the experience you had. What you described does not meet our standards, and we truly regret the situation.
Allow me to address the key points transparently:
The delay in launching the TikTok campaign is something we deeply regret. In this case, the approval process on TikTok’s side took significantly longer than usual. Under normal circumstances, campaigns go live within a few hours; however, in rare cases, reviews can take up to two to three days. As soon as we noticed the delay, we immediately involved our TikTok contact, Wienke, as well as their support team, and submitted a ticket to expedite the approval. Despite these efforts, the delay unfortunately persisted.
Regarding the campaign approval, we would like to clarify that we never launch campaigns without prior client approval. This is a strict internal policy that applies to all of our clients. In your case as well, a preview link was generated and shared with you for approval via Asana before the campaign went live. In addition, you provided your explicit approval for the campaign on February 1 at 18:30 via Asana. Launching without approval is not part of our process.
With respect to onboarding and tracking, we conducted multiple calls and provided extensive guidance. As communicated during the initial discussions and outlined in the agreement, our role is to consult and support the correct implementation of tracking. The actual technical implementation is carried out by the client or their technical team. This applies consistently across all of our partnerships.
Following this, all campaigns were successfully launched. We fully respect your decision not to continue, although we do regret it. We remain confident that we could have delivered strong performance for your project. Animesy is a highly promising concept with significant potential.
Should you reconsider in the future, we would be happy to resume our collaboration at any time without any additional setup fee or extra costs. The campaign structure, strategy, and technical setup are already fully in place.
Regardless of your decision, we wish you and your project continued success and all the best moving forward.
Kind regards,
Markus Hetzenegger
