Effective Date: 24 October 2025
Thank you for choosing Initiate Digital Agency (“we”, “us”, or “the Agency”).
We are committed to delivering professional digital marketing services in accordance with agreed terms.
This Refund Policy outlines the conditions related to refund requests for services that have been ordered or paid for by Clients (“you”).
All payments made to Initiate Digital Agency are non-refundable, unless otherwise stated in a written agreement or contract.
Due to the nature of digital marketing services—which involve time, resources, strategy, and execution—refunds are generally not provided once a project has started.
A refund may be considered only under the following conditions:
There is a proven error or failure on our part to deliver the agreed service
Duplicate payment was made by the Client
The service cannot be delivered due to internal issues caused solely by the Agency
Refund requests must be submitted in writing and will be reviewed on a case-by-case basis.
Refunds will not be issued in the following situations:
The service has already started or been partially delivered
Dissatisfaction with performance results (e.g., ads performance, engagement, leads, or sales), as results depend on external factors
Delays caused by incomplete information, late approvals, or lack of cooperation from the Client
Changes in strategy or cancellation requested by the Client after payment
Platform-related issues beyond our control (e.g., algorithm changes, account suspension by third-party platforms)
For monthly, subscription, or retainer-based services:
Payments are non-refundable once the billing cycle has started
Cancellation requests will only affect the next billing period
No refunds will be issued for unused time or remaining service periods
Advertising budgets paid to third-party platforms (such as Google Ads, Meta Ads, TikTok Ads, or other platforms) are non-refundable and subject to the policies of the respective platforms.
Any third-party fees, tools, licenses, or software costs incurred on behalf of the Client are also non-refundable.
To request a refund, Clients must:
Submit a written request via email
Clearly state the reason for the refund request
Provide relevant payment and project details
All refund requests will be reviewed within 7–14 business days.
If approved, refunds will be processed using the original payment method.
We reserve the right to update or modify this Refund Policy at any time without prior notice.
Any changes will take effect immediately upon publication on this page.
If you have any questions regarding this Refund Policy, please contact us at:
📧 Email: admin@initiate.com
📞 Phone: 0813 8888 6245
🏢 Office Address: Skynindo Building, 3rd Floor
By using our services, you acknowledge that you have read, understood, and agreed to this Refund Policy.
