KNA Digital aims to deliver exceptional service quality. This policy outlines the conditions under which cancellations are accepted and refunds are processed across all service categories.
A. Web Development Services
Web development projects are executed in structured milestone phases. Payments are tied to each milestone, and refund eligibility is determined by the phase at which cancellation is requested.
A standard project is divided into phases: Discovery & Planning, Design (Wireframes / UI Mockups), Development (Front-end & Back-end), and Final Delivery & Launch.
| Cancellation Stage | Refund Entitlement |
|---|---|
| Before project kickoff (no work commenced, no briefing held) | 100% Full Refund |
| After discovery call / briefing only (no design or development work started) | 100% Full Refund |
| After wireframes or UI mockups have been designed (Phase 1 delivered) | Phase 1 payment non-refundable. Subsequent milestone payments fully refunded. |
| After front-end development has commenced (Phase 2 in progress) | Phases 1 & 2 payments non-refundable. Remaining balance refunded. |
| After development complete & staging site delivered (pending final review) | All paid milestones non-refundable. Final milestone not charged if not yet invoiced. |
| After final delivery, testing & Client sign-off | 100% Non-Refundable. Project is complete. |
Revision Policy: Each project includes up to 2 rounds of revisions per phase as specified in the project brief. Requests beyond this scope are subject to additional fees and do not constitute grounds for a refund.
Client-Caused Delays: If a project is stalled for more than 30 consecutive days due to the Client’s failure to provide content, feedback, credentials, or approvals, the project may be placed on hold. Recommencement is subject to availability and may incur a restart fee. Refunds will not be issued for delays caused by the Client.
Third-Party Costs: Payments made to third-party services on the Client’s behalf (domain registration, hosting, premium plugins, stock assets, SSL certificates) are non-refundable regardless of project status.
B. Design & Branding Services
This applies to: Logo Design, Brand Identity Packages, Social Media Kit, and Graphic Design projects.
| Cancellation Stage | Refund Entitlement |
|---|---|
| Before project briefing or any work commenced | 100% Full Refund |
| After briefing / creative direction discussion (no concepts designed yet) | 100% Full Refund |
| After initial concept(s) / draft(s) have been shared | 50% Non-Refundable. 50% of remaining balance refunded. |
| After revision round(s) have been completed | Non-Refundable. Significant work invested. |
| After final files have been delivered & approved | 100% Non-Refundable. |
Revision Policy: Design packages include a defined number of revision rounds as agreed in the project brief (typically 2–3 rounds). Dissatisfaction with creative direction after all revision rounds have been used does not constitute grounds for a refund, as creative preferences are subjective.
C. Video Editing Services
This applies to: Promotional Video Edits, Ad Creatives, Reels / Short-Form Content, and Long-Form Video Editing.
Video editing projects are delivered in two stages: a rough cut (initial edit shared for review and feedback) and a final export (colour-graded, audio-balanced, formatted deliverable).
| Cancellation Stage | Refund Entitlement |
|---|---|
| Before editing has commenced (raw footage received but not yet processed) | 100% Full Refund |
| After project briefing only (footage reviewed, no editing started) | 100% Full Refund |
| After rough cut / initial edit has been delivered for review | 50% Non-Refundable. Rough cut file provided to Client. |
| After revision(s) applied to rough cut | 75% Non-Refundable. Revised cut file provided to Client. |
| After final export has been delivered (full-quality file shared) | 100% Non-Refundable. |
Revision Policy: Each project includes up to 2 rounds of revisions on the rough cut. Revisions include: timing adjustments, text/caption edits, music changes, and colour grading tweaks within the agreed scope. Requests for structural re-edits (complete re-cuts, new footage additions, or change of concept) after the rough cut stage are treated as new projects.
Raw Footage Responsibility: The Client is responsible for providing organised, usable raw footage in a mutually agreed format. The Company is not liable for poor output quality resulting from low-quality, shaky, poorly lit, or unusable footage supplied by the Client, and no refund will be issued on this basis.
Turnaround & Delivery: Agreed delivery timelines begin only after all raw footage, briefs, and references have been received in full. Delays caused by incomplete asset submission by the Client will not be counted against the Company’s delivery commitment.
D. Monthly Digital Marketing Services
This applies to: Meta Ads (Growth, Trendsetter, All-In, Omnipresence), TikTok Ads (Viral), Google Ads, and SEO monthly retainers.
| Cancellation Stage | Refund Entitlement |
|---|---|
| Before any strategy, research, or account setup has begun | 100% Full Refund of advance paid |
| After strategy discussion or account audit only (no setup or live campaigns yet) | 100% Full Refund |
| After account setup / pixel installation / campaign building (not yet live) | 50% Advance Non-Refundable. Balance not yet charged. |
| After campaigns have gone live | 100% Non-Refundable for that billing month. Service will continue until month-end. |
| Mid-month cancellation after campaigns are live | No pro-rated refund. Campaigns managed until billing month end. |
| Late payment of monthly balance (due Day 28) | Campaigns paused. Resumed within 24 hrs of payment confirmation. |
E. SEO Services
SEO engagements require a minimum 3-month commitment due to the nature of organic ranking timelines. Cancellation before the 3-month minimum: the advance for the remaining months is non-refundable, as preliminary research, technical audit, on-page work, and backlink strategy are executed upfront. Cancellation after month 3: 30 days’ written notice required. No refund on completed months.
F. Advertising Spend (All Packages)
Money paid directly by the Client to Meta, Google, TikTok, or any other advertising platform is entirely non-recoverable through KNA Digital. Ad platform billing is governed solely by the respective platform’s own refund and billing policies. The Company has no authority to issue refunds for ad spend under any circumstances, regardless of campaign performance, account restrictions, algorithm changes, or platform policy updates.
G. Results Disclaimer
No refund will be issued on the basis of sales performance, lead volume, ROAS, website traffic, or any other results-based metric, provided that the contracted services were technically executed as agreed. Campaign outcomes are influenced by factors outside the Company’s control — including product-market fit, pricing strategy, website experience, seasonal demand, and platform algorithm changes. The Company’s obligation is professional execution, not guaranteed commercial outcomes.
H. How to Cancel
To initiate a cancellation, the Client must:
- Submit a written cancellation request via email to contact@knadigital.com or WhatsApp to +880 1638-001-977 .
- Provide a minimum of 3 days’ notice before the next billing cycle for monthly services.
- Reference the service name and agreement date in the cancellation message.
Refunds, where applicable, will be processed to the original payment method (bKash / Nagad / Bank Transfer) within 5–7 business days of refund confirmation.
I. Exceptional Circumstances
In cases of documented, verifiable force majeure events (natural disasters, severe illness, or extraordinary circumstances) preventing service delivery on the Company’s part, the Company will issue a fair pro-rated refund for the undelivered portion of the service. Such cases are reviewed individually and at the Company’s sole discretion.
For cancellation or refund requests, contact us at: contact@knadigital.com — KNA Digital · Khandakar Nakibul Akhter · Gazipur, Dhaka, Bangladesh. These documents were last reviewed in June 2026 and supersede all prior versions.