Service Resolution & Refund Policy
Spark Marketing (SMC-Private) Limited
Effective Date: 04-11-2025
Spark Marketing (SMC-Private) Limited is committed to maintaining a transparent, secure, and professional relationship with all our clients. This policy defines the procedures for refund processing, service discrepancy reporting, and complaint resolution for all marketing and digital services managed through our Rawalpindi office.
1. Fraudulent Activity & Security Complaints
1.1 Reporting Window: Any unauthorized access to managed ad accounts, suspicious billing activity, or security breaches must be reported to us within 24 hours of occurrence.
1.2 Required Evidence:
Transaction ID or reference number from the bank/platform.
Screenshots of unauthorized campaign changes.
Account or Business Manager ID involved.
Evidence of phishing or social engineering if applicable.
1.3 Action: We will initiate a security audit of your accounts immediately. If fraud is confirmed due to our system failure, a credit or refund will be processed. Claims reported after 24 hours may be rejected due to data integrity risks.
2. Refund Eligibility and Process
2.1 KYC Precondition: All refund requests will only be processed after the client has completed their Know Your Customer (KYC) verification.
2.2 Valid Reasons for Refund:
Billing Error: Duplicate or incorrect charges due to our invoicing system.
Non-Delivery: Failure to initiate the agreed-upon marketing services within the defined project launch window.
Service Discrepancy: Delivery of marketing assets or strategies that materially deviate from the approved Scope of Work (SOW).
2.3 Deductions: Refunds are subject to the deduction of:
Applicable Taxes (VAT/FED).
Third-party processing fees (bank or gateway charges).
Costs for work already completed (e.g., design hours or strategy development).
2.4 Method & Timeline:
Refunds are credited back to the original payment channel and account title.
Standard processing time is 48 to 72 working hours from final approval.
3. Campaign Performance & Service Discrepancy
3.1 Launch Window: Clients are expected to allow the agreed-upon setup timeframe (typically 7–14 days) to expire before raising a non-delivery complaint.
3.2 Valid Complaint Scenarios:
Ad campaigns not live after the committed start date.
Creative assets (videos/graphics) are substantially different from the approved brief.
Technical failure in lead tracking or conversion setups.
3.3 Submission Timeline: Complaints must be lodged within 72 hours of the service milestone or report delivery.
4. Non-Refundable Scenarios
Refunds are not applicable in the following situations:
Ad Spend: Money paid to third-party platforms (Meta, Google, LinkedIn).
Performance: Lack of specific sales or leads (as market behavior is not directly controllable).
Change of Mind: Cancelling a project after work has been initiated and resources allocated.
Lack of Access: Failure of the client to provide necessary account permissions.
5. Legal Disclaimer
Spark Marketing is a service provider and consultant. We do not own or control social media platforms (Meta, Google, etc.). We are not liable for account suspensions or algorithm changes imposed by these third-party platforms unless caused by gross negligence on our part.
6. Complaint Registration & Resolution Process
If you encounter any issues with our services, please follow this process:
7.1 Steps to Lodge a Complaint:
Email: Sparkmarketing@gmail.com
Subject: "Complaint - [Client Name] - [Project ID]"
7.2 Information Required:
Full Name and Business Details.
Transaction/Invoice Reference.
Clear description of the issue and supporting screenshots.
7.3 Resolution Timeline:
Acknowledgment: Within 24 hours.
Resolution: Standard cases are resolved within 7 working days.
7. Contact & Support
📧 Email: Sparkmarketing@gmail.com
📍 Address: Office No F-19, First Floor Midway Centrum, Rawalpindi, Pakistan
© 2025 Spark Marketing (SMC-Private) Limited. All rights reserved.