Refund Policy

1. Nature of Digital Marketing Services

It is important to understand the nature of the services provided before discussing refunds. Digital marketing service — including SEO campaigns, Google Ads management, Facebook Ads, social media marketing, and branding — involves:

• In-depth research, competitor analysis, and strategy development that begins immediately after payment.
• Technical work including website audits, on-page optimization, content creation, and campaign setup.
• Time-based deliverables where professional expertise, tools, and labor are consumed from day one.
• Third-party platform costs (Google Ads budget, tools, backlink acquisition) that are non-recoverable.

Because a significant portion of the work and associated costs are incurred in the early stages of any engagement, refunds cannot be issued simply on the basis of dissatisfaction with the pace of results. SEO and digital marketing are long-term investments with results typically materializing over 3–8 months.

2. Refund Eligibility Criteria

Refund requests will be considered eligible only under the following specific circumstances:

2.1 Service Not Commenced

If you have made a payment and Kanok Miah has not yet commenced any work on your project — including initial research, strategy calls, or setup — you are entitled to a full refund. “Commencement” is defined as the first delivery of any work product, communication of strategy, or access to your accounts. Refund requests under this category must be submitted within 7 calendar days of payment.

2.2 Failure to Deliver Agreed Deliverables

If Kanok Miah has explicitly committed to specific, clearly defined deliverables in a written agreement and has demonstrably failed to deliver those deliverables within the agreed timeline — without reasonable cause or prior communication — you may be eligible for a partial refund proportional to the undelivered work. This does not apply to deliverables whose delay was caused by:

• Failure to receive required access, information, or assets from the client.
• Client-requested changes, pauses, or scope modifications.
• Delays attributable to third-party platforms (e.g., Google, Facebook, hosting providers).

2.3 Duplicate Payment

If a technical error results in a duplicate payment being processed for the same invoice, a full refund of the duplicate charge will be issued promptly upon verification. Please contact info@kanokmiah.com within 48 hours of the transaction.

3. Non-Refundable Circumstances

Refunds will NOT be issued under the following circumstances:

• Dissatisfaction with the pace of SEO results, as rankings improve over months, not days.
• Change of mind after work has commenced.
• Results did not meet expectations that were not explicitly guaranteed in writing.
• Client failed to provide necessary access, approvals, content, or information on time.
• Business closure, change of business direction, or personal circumstances unrelated to service quality.
• Partial completion of a monthly retainer where services were actively delivered.
• Any work that has already been published, submitted, or applied to third-party platforms.
• Costs paid to third-party vendors (e.g., paid backlink acquisition, ad budgets, tool subscriptions) on behalf of the client — these are strictly non-refundable as they are external expenditures.
• Projects where the client violated agreed terms, failed to cooperate, or engaged in misleading communication.

4. Refund Policy

Our pricing structure is designed to ensure the highest quality of service and cover operational costs while maintaining full transparency with our clients.

• Payment Terms: Clients are required to make payments as per the agreed invoice, which may be structured as an advance payment or milestone-based installments.

• Partial Refund Policy: We strive for excellence in every project. However, if a client is unsatisfied with the service and requests a cancellation, a maximum of 40% of the total project value (representing our profit margin) is eligible for return. For a detailed breakdown of eligibility.

• Non-Refundable Costs (60%): The remaining 60% of the project fee is strictly non-refundable. This amount covers essential, non-recoverable expenses, including specialized team salaries, premium software/tool subscriptions (SEO tools, API costs), office rent, and administrative overheads already dedicated to the project.

• Ad Spend Disclaimer: Any budget allocated for Google, Facebook, or YouTube Ads must be provided by the client. These funds are paid directly to the respective advertising platforms and are 100% non-refundable by Kanok Miah.

5. Refund Request Procedure

To initiate a refund request, please follow these steps:

• Step 1: Send an email to info@kanokmiah.com with the subject line “Refund Request — [Your Name/Business Name]”.
• Step 2: Include your invoice number, date of payment, the service package purchased, and a clear explanation of the reason for your refund request.
• Step 3: Kanok Miah will acknowledge receipt of your request within 2 business days.
• Step 4: A review period of up to 7 business days will follow, during which Kanok Miah may request additional information or documentation.
• Step 5: A decision will be communicated in writing, along with a breakdown of the determination.
• Step 6: Approved refunds will be processed within 10 business days of the decision.

All refund communications must be conducted via email to maintain a clear and verifiable record. Verbal requests will not be accepted or acted upon.

6. Refund Payment Method

Refunds are issued through the same payment channel used for the original transaction. If the original payment was made via:

• bKash or Nagad: Refunds are processed to the same mobile banking number within 5–7 business days of approval.
• Bank Transfer: Refunds are issued to the same bank account, subject to standard bank processing times (typically 3–5 business days).
• International Wire or PayPal: Refunds are processed to the originating account within 7–10 business days.

Kanok Miah does not issue refunds via a different payment channel than the one used for the original payment, except in extraordinary circumstances and with documented justification.

7. Dispute Resolution

Kanok Miah is committed to resolving all disputes professionally and amicably. If you are unhappy with the outcome of a refund decision, Kanok Miah encourages a direct discussion to explore alternative resolutions, which may include:

• Extension of service terms to compensate for delays or shortfalls.
• Supplementary work or deliverables provided at no additional charge.
• A partial service credit applied to future projects.

Kanok Miah’s goal is always a relationship built on trust and mutual satisfaction. Formal legal proceedings are a last resort that neither party benefits from. Open, good-faith communication is strongly preferred.

If no resolution is reached after direct communication, disputes shall be governed by the laws of Bangladesh and subject to the jurisdiction of competent courts in Dhaka.

8. Modifications to This Policy

This Refund Policy may be updated periodically to reflect changes in services or business practices. The effective date at the top of this document reflects the latest version. Clients who entered into an engagement prior to a policy update will be subject to the version of the policy in effect at the time of their original payment.

9. Contact

For all refund-related inquiries or to initiate a refund request:

• Email: info@kanokmiah.com
• Phone: +8801712-883101
• Address: Mohammadia Housing Ltd, Road No. 7, Dhaka 1207, Bangladesh
• Website: https://kanokmiah.com
• Or Contact Page: kanokmiah.com/contact/