Refund Policy

1. General Policy

All sales are considered final once work has commenced. By signing an agreement or making a payment, the client acknowledges and accepts this policy.

2. Deposits

A deposit (typically 50% of the project value) is required to begin work. Deposits are non-refundable once the project has been initiated, as they cover the time and resources allocated to your project.

3. Project-Based Services

(Websites, Branding, Content Packages, One-Time Campaigns)

• Before work begins: A full refund of any amount paid (excluding deposits) may be issued if requested in writing before any work has started.
• After work has begun: No refund will be issued for work already completed, delivered, or in progress.
• After delivery/approval: No refunds will be issued once a deliverable has been approved by the client or deemed complete per the agreed scope.

4. Monthly Retainer Services

(Social Media Management, SEO, Paid Advertising, Email Marketing)

• Monthly retainer fees are non-refundable once the billing period has commenced.
• No partial refunds will be issued for unused days within a billing cycle.
• The client may cancel future months by providing 30 days' written notice as outlined in our Terms & Conditions.

5. Paid Advertising (Ad Spend)

Ad budgets paid directly to platforms (Google, Meta, TikTok, etc.) are not refundable by Zentic Agency, as these funds are forwarded directly to the respective platform. Any refund of ad spend must be pursued directly with the platform provider.

Zentic Agency management fees associated with running ad campaigns are also non-refundable once the campaign period has begun.

6. Exceptions & Goodwill Refunds

We understand that circumstances can be unique. Refund requests outside of this policy will be reviewed on a case-by-case basis at the sole discretion of Zentic Agency. To request a review, please contact us in writing within 7 days of the issue arising.

Note: Approved exceptions may result in a partial service credit toward future work rather than a cash refund.

7. Cancellations

To cancel a service, you must notify us in writing (email is acceptable) at least 30 days in advance. Cancellation does not entitle the client to a refund for the current billing period but will prevent future charges.

8. Work Quality Disputes

If you are dissatisfied with the quality of a deliverable, please notify us within 5 business days of delivery. We will work to revise and resolve the issue within the scope of the agreed project. Dissatisfaction alone does not qualify for a refund if the work meets the agreed scope of work.

9. Chargebacks

Filing a chargeback without first contacting Zentic Agency to resolve the dispute is considered a breach of this agreement. We reserve the right to dispute any unwarranted chargebacks and provide all relevant documentation to the payment processor.

10. How to Request a Refund

Submit all refund requests in writing to hello@zenticagency.com.

Please include your full name, company name, invoice number, and reason for the request. We aim to respond to all requests within 5 business days.