Overview
At Grofast Digital BD, we are committed to delivering high-quality digital marketing services and ensuring client satisfaction. We understand that circumstances change, and this policy outlines our fair and transparent approach to refunds and cancellations in compliance with applicable Bangladesh law, including the Consumer Rights Protection Act 2009.
1. Monthly Retainer Services
- No Refund for Current Month: Monthly service fees are non-refundable once the service period has commenced. This is because our team allocates dedicated resources, strategy time, and tooling costs at the beginning of each month.
- Cancellation Notice: To cancel a monthly retainer, the Client must provide 15 days' written notice via email to info@grofastdigitalbd.com. The service will continue until the end of the current billing month.
- Pro-Rated Refund Exception: If Grofast Digital BD fails to commence services within 10 business days of receiving payment and no justifiable reason is provided, the Client is entitled to a full refund of that month's fee.
2. Project-Based Services (Website, One-Time Campaigns)
- Before Work Commencement: If the Client cancels before any work has begun, 100% of the advance payment will be refunded within 7 business days.
- After Work Commencement (Less than 30% complete): 50% of the advance payment will be refunded.
- After 30% Completion: No refund is available. The Client will receive all completed work and assets up to that point.
- After Full Delivery: No refunds are available once the final deliverable has been handed over and approved by the Client.
3. Paid Advertising (Ad Spend)
Ad spend budgets paid directly to platforms (Facebook, Google, etc.) are subject to the respective platform's own refund policy. Grofast Digital BD does not hold or control ad spend funds — all budgets are transferred directly to the advertising platform. We cannot issue refunds for ad spend under any circumstances.
4. Service Failures by Grofast Digital BD
In the event that Grofast Digital BD is unable to deliver the agreed services due to our own fault or negligence, the following remedies apply:
- Service continuation at no additional cost for the period affected
- Pro-rated refund for the undelivered portion of the service
- Full refund if no service has been delivered whatsoever
5. Non-Refundable Items
The following are strictly non-refundable under any circumstances:
- Consultation fees and strategy session charges
- Domain registration and hosting fees (third-party costs)
- Any third-party software, plugin, or tool licenses purchased on the Client's behalf
- Rush or expedited service surcharges
- Services where the Client has received and approved the deliverable
6. Refund Process
To request a refund, the Client must:
- Send a written refund request to info@grofastdigitalbd.com with the subject line "Refund Request — [Your Name/Company]"
- Include the invoice number, payment date, and reason for the request
- Approved refunds will be processed within 7–10 business days via the original payment method (bKash, Nagad, or Bank Transfer)
7. Dispute Resolution
If you are not satisfied with our refund decision, you may escalate the matter in accordance with the Consumer Rights Protection Act 2009 of Bangladesh. We are committed to resolving all disputes fairly and promptly. Unresolved disputes may be referred to the Directorate of National Consumer Rights Protection (DNCRP) or the appropriate court in Dhaka.
