Refund and dispute policy

At DIGINEE, we are committed to providing exceptional digital marketing services and ensuring client satisfaction. This Refund and Dispute Policy outlines the terms and conditions under which refunds may be issued and how disputes will be resolved. We strive for transparency and fairness in all our dealings, and this policy is designed to protect both our clients and our business interests. By engaging with DIGINEE’s services, you agree to the terms set forth in this policy.

Our services primarily involve ongoing digital marketing strategies, including SEO, web design, content creation, and public relations. Due to the nature of these services, which often involve significant upfront work, continuous effort, and reliance on third-party platforms, our refund policy is structured to reflect the value delivered and resources expended.

Refund Policy

DIGINEE operates on a service-based model, and as such, our refund policy is tailored to the nature of digital marketing services. Refunds are not typically issued for services already rendered or for work that has been completed in accordance with the agreed-upon scope. Our commitment is to deliver results and value, and we work closely with our clients to ensure their satisfaction throughout the project lifecycle.

Conditions for Refund Eligibility

Refunds may be considered under the following exceptional circumstances:

  1. Non-Delivery of Services: If DIGINEE fails to commence or deliver a service as explicitly outlined in a signed service agreement or proposal, and no alternative arrangement or resolution can be reached.
  2. Mutual Agreement: In cases where both DIGINEE and the client mutually agree to terminate a service agreement and a refund is deemed appropriate based on the work completed and value received.
  3. Cancellation within Cooling-Off Period: For certain services, a short cooling-off period may be specified in the service agreement, during which a client may cancel and be eligible for a refund, less any costs incurred by DIGINEE for work already initiated or third-party expenses.

Non-Refundable Services and Situations

The following services and situations are generally non-refundable:

  1. Services Already Rendered: Fees for services that have already been performed, completed, or partially completed in good faith by DIGINEE, regardless of the client’s subsequent satisfaction or project outcome, are non-refundable. This includes, but is not limited to, time spent on strategy development, research, content creation, website design and development, SEO optimization, and campaign management.
  2. Third-Party Expenses: Costs incurred by DIGINEE on behalf of the client for third-party services, such as advertising spend (e.g., Google Ads, social media ads), domain registrations, hosting fees, premium plugin licenses, stock photography, or other external vendor costs, are non-refundable.
  3. Project Abandonment: If a client abandons a project or becomes unresponsive for an extended period (e.g., 30 days), any payments made are non-refundable, and the project may be considered closed.
  4. Changes in Client Business or Market Conditions: Refunds will not be issued due to changes in the client’s business strategy, market conditions, or competitive landscape that occur after the service agreement has commenced.
  5. Client Non-Cooperation: If project delays or failures to achieve desired outcomes are a direct result of the client’s failure to provide necessary information, feedback, approvals, or access in a timely manner, refunds will not be issued.

Refund Request Process

To request a refund, clients must submit a written request to hello@diginee.com within 7 days of the occurrence of an eligible refund condition. The request must include:

  • Client Name and Company Name
  • Service Agreement/Project Name
  • Date of Service Commencement
  • Detailed reason for the refund request, referencing the specific condition under which the refund is being sought.
  • Any supporting documentation or evidence.

Upon receipt of a refund request, DIGINEE will review the request within 10-15 business days. If the refund request is approved, the refund will be processed within 30 business days to the original method of payment, unless otherwise agreed upon. Any approved refunds will be for the service fees only, less any non-refundable expenses or work completed.

Dispute Resolution

DIGINEE is committed to resolving any client concerns or disputes efficiently and amicably. We believe that open communication is key to a successful partnership and encourage clients to address any issues directly with their assigned account manager or project lead in the first instance.

Informal Resolution

Most concerns can be resolved through direct communication. If you have a concern or are dissatisfied with any aspect of our services, please contact your dedicated DIGINEE representative immediately. We will make every effort to understand your concerns and work towards a mutually satisfactory resolution.

Formal Dispute Process

If an informal resolution cannot be reached, clients may initiate a formal dispute process by submitting a written complaint to hello@diginee.com. The complaint should include:

  • Client Name and Company Name
  • Service Agreement/Project Name
  • Date of Complaint Submission
  • A detailed description of the dispute, including relevant dates, communications, and specific issues.
  • Desired resolution.

Upon receipt of a formal complaint, DIGINEE will acknowledge receipt within 3 business days and conduct a thorough investigation. We will aim to provide a written response and proposed resolution within 15-20 business days. This may involve further discussions, review of project deliverables, and internal consultations.

Alternative Dispute Resolution (ADR)

In the event that a dispute cannot be resolved internally through the formal dispute process, DIGINEE may suggest or agree to engage in Alternative Dispute Resolution (ADR) methods. These methods are designed to resolve disputes outside of court and can include:

  1. Mediation: A neutral third party (mediator) facilitates communication between DIGINEE and the client to help them reach a mutually acceptable agreement. The mediator does not make decisions but guides the parties towards a resolution.
  2. Arbitration: A neutral third party (arbitrator) hears arguments and evidence from both DIGINEE and the client and then makes a binding decision. Arbitration is typically less formal and faster than traditional litigation.

The costs associated with ADR, if pursued, will be discussed and agreed upon by both parties prior to engagement. DIGINEE is committed to exploring fair and efficient means of resolving disputes to maintain positive client relationships.

Governing Law

This Refund and Dispute Policy, and any disputes arising out of or in connection with it or the services provided by DIGINEE, shall be governed by and construed in accordance with the laws where Diginee is registered/operates, without regard to its conflict of law principles. Any legal action or proceeding relating to this policy or the services shall be brought exclusively in the courts, and you consent to the jurisdiction of such courts.

Contact Information

For any questions regarding this Refund and Dispute Policy, or to initiate a refund request or formal dispute, please contact us at:

Email: hello@diginee.com or dedicated emails as mentioned above.
Website: https://diginee.com/