Refund and Delivery Policy

This Refund and Delivery Policy applies to all services provided by Civic Frame ('We', 'Us', 'Our'), including public relations and digital marketing engagements, platform/account assistance services, web and app development, and campaigns delivered through Our AdTech Platform. As Our offerings are predominantly professional, service-based, and digital in nature, delivery and refund terms differ from those applicable to the sale of physical goods.

1. Nature of Delivery

Because Civic Frame provides services rather than physical products, 'delivery' refers to the provision of the agreed deliverables, such as strategy documents, published content, campaign reports, dashboards, source code, design files, or completed development milestones, rather than the shipment of a physical item.

• Digital deliverables (reports, creative assets, code, dashboards, campaign data) are delivered electronically via email, cloud storage link, client dashboard, or the Platform.
• Delivery timelines are set out in the applicable Order/proposal and commence from the date of receipt of the required advance payment and all necessary client inputs (brand assets, approvals, access credentials).
• Where a project involves physical materials (e.g., printed event collateral), delivery of such items will follow the courier/shipping terms agreed separately in the Order, and the Client is responsible for providing an accurate delivery address.
• Any delay caused by the Client's late provision of content, feedback, or approvals will extend the agreed delivery timeline accordingly.

2. AdTech Campaign Delivery

For advertising campaigns delivered through Our Platform, 'delivery' means the serving of impressions, clicks, or other agreed metrics against the funded budget, in accordance with the campaign brief. Reporting and performance dashboards are made available to the Client on an ongoing or scheduled basis as agreed.

3. General Refund Principles

Given the professional and time-based nature of Our Services, the following principles apply to all refund requests:

• Full refunds are available only if a request is made before Civic Frame has commenced any work (research, strategy, campaign setup, development, or ad-account configuration) on the engagement.
• Once work has commenced, fees corresponding to work already performed, time spent, and any third-party or media costs already committed are non-refundable.
• If Civic Frame is unable to begin or continue a Service due to its own fault (and not due to Client delay, non-cooperation, or a third-party platform decision), the Client is entitled to a pro-rated refund for the undelivered portion of the Service.
• Duplicate or erroneous payments (e.g., accidental double payment) will be refunded in full upon verification.

4. Non-Refundable Items

The following are non-refundable under any circumstances, given the nature of digital advertising and platform ecosystems:

• Advertising/media budget that has already been spent or committed to third-party ad exchanges, publishers, or platforms (e.g., Meta, Google, TikTok) through the AdTech Platform;
• Fees for account recovery, verification, monetisation, ad-account reinstatement, or copyright-dispute assistance services once work/submission has been made to the relevant third-party platform, regardless of the platform's final decision, as such outcomes are outside Civic Frame's control;
• Strategy, creative, or development work that has been delivered to and approved/used by the Client;
• Any Service cancelled by the Client after work has substantially commenced, other than as provided in Section 3;
• Third-party costs already incurred on the Client's behalf (e.g., software licences, stock assets, influencer fees already paid out).

5. How to Request a Refund

To request a refund, please email civicframe01@gmail.com within 7 days of the relevant payment or milestone, quoting Your invoice number and the reason for the request. We will review the request and respond within 7 business days.

6. Refund Method and Timeline

Approved refunds will be issued to the original payment method (bank account, MFS wallet, or card) used for the transaction, within 14 business days of approval, subject to processing times of the relevant bank or payment gateway. Civic Frame is not responsible for delays caused by banks, MFS providers, or payment gateways.

7. Cancellations

Either party may cancel an ongoing engagement in accordance with the notice period specified in the applicable Order. Where the Client cancels after work has commenced, Civic Frame will invoice for work completed to date and any committed third-party costs, and refund only the unearned balance, if any, in line with Section 3.

8. Changes to This Policy

We may revise this Refund and Delivery Policy from time to time. The updated version will be posted on Our Website with a revised Effective Date and will apply to Orders placed after that date.

9. Contact Us

• Email: civicframe01@gmail.com
• Phone / WhatsApp: +880 1857-702270
• Address: Shakhauyat Bila, 2nd Floor, Flat No- A, Kalabagan, Dhaka, Bangladesh