We stand behind the quality of our work. This Refund Policy outlines the conditions under which refunds may be requested, and how we handle disputes fairly and transparently.
Our Commitment to Quality
KANZEN Agency is committed to delivering work that meets the highest standards of quality and aligns with the agreed project brief. Before any engagement begins, we confirm scope, deliverables, and expectations in writing to ensure complete clarity on both sides.
Retainer & Monthly Services
For ongoing retainer or monthly service agreements, payments are due at the start of each billing cycle. As substantial work begins immediately upon payment — including strategy, planning, and production — retainer fees are non-refundable once a billing cycle has commenced.
Clients wishing to cancel an ongoing retainer must provide written notice at least 14 days before the next billing date. No charges will be made after the notice period is honoured. Any deliverables completed or in progress at the time of cancellation remain the client's property upon receipt of all outstanding payments.
Important Note on Performance
KANZEN Agency does not guarantee specific algorithmic outcomes, follower counts, or engagement metrics. Social media platforms determine content distribution through their own algorithms, which are outside our control. Refund requests based solely on performance results that differ from expectations are not eligible under this policy.
Project-Based Services
For one-time or project-based engagements, deposits are non-refundable once work has commenced. The deposit secures your project slot and covers initial strategy, planning, and resource allocation.
Final project payments are due upon delivery of the completed work. If a deliverable does not meet the agreed specifications as outlined in the project brief, we will first work to revise and correct the work within a reasonable timeframe. Revision rounds are included as specified in your service agreement.
A partial refund of the final payment (not the deposit) may be considered at our sole discretion if a deliverable materially fails to meet the agreed scope and we are unable to rectify it within the revision period.
Eligible Refund Conditions
Refunds may be considered in the following circumstances:
- — KANZEN Agency is unable to deliver the agreed services due to circumstances within our control.
- — A deliverable materially deviates from the agreed project brief and cannot be remedied within the revision period.
- — A duplicate charge or billing error has occurred on our part.
Non-Refundable Conditions
Refunds will not be issued in the following circumstances:
- — Change of mind after work has commenced.
- — Delays caused by the client, including late provision of assets, approvals, or feedback.
- — Dissatisfaction with algorithmic or platform performance that is outside KANZEN's control.
- — Completed work that was approved by the client before requesting a refund.
- — All deposit payments, once work has commenced.
How to Request a Refund
To request a refund, please contact us through our contact page with the following information:
- — Your full name and company name.
- — Invoice number or payment reference.
- — A clear description of the issue and the refund you are requesting.
We will acknowledge your request within 3 business days and aim to resolve all disputes within 14 business days. Approved refunds will be issued to the original payment method within 5–10 business days of approval.
Dispute Resolution
We are committed to resolving disputes fairly and respectfully. If you are not satisfied with the outcome of a refund request, you may seek resolution through the applicable consumer protection authorities in your jurisdiction. This policy does not affect any statutory rights you may have under applicable law.