Refund & Return Policy

💸 Refund Policy

1. Advance Payment Before Project Commencement:
   • If the client makes an advance payment at the beginning of the project, but the work cannot be initiated due to any technical issues or other reasons, the client will receive a full refund of the advance amount within 7 working days.
   • After the refund process is initiated, the refunded amount will be credited to the client’s original payment method within 7–10 working days.
2. Issues Arising After More Than 50% of Work Completion:
   • If a technical issue (such as server, plugin, or theme breakdown, etc.) arises after more than 50% of the work has progressed, firstly, the client will need to exercise some patience (a maximum of 7–15 working days) so that we can fully identify and resolve the problem and resume the work.
   • After the resolution, we will explain the detailed report (nature of the problem, how it was resolved) to the client.
   • If the client cannot wait any longer at that moment and requests a refund, then:
     • The amount corresponding to the work already completed will be retained as the assessed value of that work.
     • The remaining amount will be refunded to the client within 7–45 working days.
     • For example, suppose the contracted fee is BDT 1,00,000, and work worth BDT 60,000 has been completed. Then, BDT 60,000 will be retained, and the remaining BDT 40,000 will be refunded within 7–45 working days.
3. Delays Due to Sudden Technical Reasons After Project Completion:
   • If, after we have completed the project and handed it over to the client, a third-party technical issue (such as hosting/domain problems, server downtime, third-party integration breakdown, etc.) causes a delay in the work (due to deployment, maintenance, environmental updates, etc.), then:
     • Firstly, the client will be thoroughly informed about the nature of the problem and the resolution process.
     • Our team will work to resolve the issue as quickly as possible.
     • If the client cannot receive the project at the stage they desired and requests a refund, then:
       • The refund will be initiated based on the full value of the work, meaning if any part becomes faulty or unnecessary before the project is received, the entire advance fee for that part will be refunded.
       • Once the refund process begins, the money will be returned after re-evaluation within 7–10 working days.
4. In Case the Client Hires an External Developer:
   • If the client wishes to get the work done by an external developer (third-party), then:
     • The full payment must be made upfront.
     • We hold no responsibility for any work until the work commences, as the authority to manage the entire fund lies with the client’s external developer/team.
   • If the external developer takes the payment and does not do the work:
     • In that situation, before or after the client complains to us, we will do as much work/basic features (such as structure/groundwork—database, defining user entry forms, basic wireframes) as we can.
     • If the client wishes to get a full refund, the entire fund cannot be refunded under any circumstances, as some work has already been done.
     • However, if the client strongly insists, we may refund 5–7% of the remaining amount after the “main work” of the project is completed.
     • That refund will be processed for the client within 7–30 working days.
5. Rules for Refund Requests:
   • All refund requests must be made in writing (email: billing@promogine.com).
   • The refund email must include the following information:
     1. Project name and contract details.
     2. A brief explanation of how much work has been completed (if work has started).
     3. Details of the technical problem or any other reason why the work could not be completed.
     4. The refund applicant client’s bank/payment details (to facilitate the deposit/return method).
6. Process and Timeline:
   • Upon receiving a refund request, we will review it and determine its eligibility within 2–3 working days.
   • Then, according to the applicable ratio of the money (e.g., work not started, partial work done, etc.), the money will be returned to the client’s original payment method (bank, bKash, others) within 7–45 working days.
   • In special cases (such as faulty third-party hosting, banking delays, etc.), the timeline may be slightly extended; the client will be informed about this in advance.
7. Acknowledgment of All Statements and Conditions:
   • To accept any terms of the refund policy, the client must sign an agreement at the beginning of the project, where all the above conditions will be clearly stated.
   • The advance payment must be made after confirming all information and evidence (agreement, commission, project brief, etc.) and fully agreeing to the terms before the work begins.

🔁 Return Policy

Our services are provided in purely digital form (e.g., SEO strategy, web design, content services, graphics, etc.), so no physical products are returned. However, the following understanding applies:

1. Digital Services are Non-Returnable:
   • Once design files, source code, or complete website files are handed over, the service will be considered “delivered.” No returns will be accepted thereafter.
   • Since digital content is replicable, the service is no longer returnable after delivery.
2. Revision and Support:
   • We offer 2 weeks of free customer support and 2 free revision rounds after project delivery.
   • Customizations beyond the scope of revisions can be made by paying an additional fee.
3. Client Requesting Return After 50% of Work is Completed:
   • As per the aforementioned refund policy, if more than 50% of the work is completed and the client no longer wants the work, the delivered digital files will not be acceptable as a return, but a refund for the remaining amount can be obtained according to the refund policy.
4. Matters Concerning External Developers:
   • If the client hires an external developer to do the work, the client cannot expect any return from us for any discretionary/external code after our delivery.
5. Mandatory Provision of Information Before Project Start:
   • Before starting any work, the client must provide us with all necessary information, such as domain/hosting access, branding guidelines, copyrighted text, images, logo, etc.
   • Failure to provide information may cause project delays, which will not fall under the refund/return policy.
6. Any Disputes Related to Returns:
   • If the client believes they fall under the scope of a refund or return in any way, they must submit a complaint to us in writing (email: billing@promogine.com). We will provide a written response within a maximum of 5 working days to clarify the situation and take necessary action.

Note:

• If you have any doubts or questions—regarding payment or policy—feel free to contact us by emailing info@promogine.com or billing@promogine.com.
• All these terms and conditions will be considered part of the agreement signed between PromoGine and the client.
• We reserve the right to take legal action in cases of false or fabricated complaints/claims.