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Shipping and Returns Policy

Shipping and Returns Policy for Smashed Agency

Introduction

This Shipping and Returns Policy (“Policy”) outlines the procedures for delivery of services, digital deliverables, creative assets, and the conditions under which clients may request revisions, refunds, or cancellations of services provided by Smashed Agency (“Company,” “we,” “our,” or “us”).

Service Delivery Terms

Digital Services Delivery

  1. Timeline Expectations: Upon engagement of our services, we will provide an estimated timeline for delivery of all digital marketing services, creative assets, and campaign materials. These timelines are estimates and may vary based on project complexity, client feedback cycles, and other factors.
  2. Delivery Methods: All digital deliverables will be provided through secure file-sharing platforms, client dashboards, or email as appropriate to the service type and file size.
  3. Quality Control: All deliverables undergo internal quality control procedures before delivery to ensure they meet our standards and client specifications. This includes creative review, performance testing, and compliance verification.
  4. Acceptance Period: Clients have 7 business days from delivery to review and request revisions to deliverables. After this period, deliverables will be considered accepted.

Production Services

  1. Production Timeline: For our full in-house production services, including video creation, photoshoots, and creative assets production, we will provide a production schedule with key milestones prior to commencing work.
  2. Location and Talent: For services requiring physical locations or talent, we handle all logistics, including location rental, talent sourcing, and prop management as outlined in our service agreement.
  3. Weather Conditions: For outdoor shoots, we reserve the right to reschedule due to adverse weather conditions that may impact production quality.
  4. Raw Assets Storage: We maintain all raw footage, images, and production materials for 60 days following the delivery of final assets, after which they may be archived or deleted.

Revision Policy

Standard Revisions

  1. Included Revisions: Our services include a standard number of revision rounds as specified in your service agreement or statement of work.
  2. Revision Requests: All revision requests must be submitted in writing (email or project management system) with clear, specific feedback within the acceptance period.
  3. Additional Revisions: Revisions beyond the included rounds will be billed at our standard hourly rate or as a flat fee as communicated prior to commencement of additional work.
  4. Turnaround Time: Standard revisions will be completed within 3-5 business days depending on the complexity of requested changes.

Substantive Changes

  1. Definition: Changes that fundamentally alter the scope, direction, or strategy of already approved work are considered substantive changes rather than revisions.
  2. Process: Substantive changes may require a new statement of work or addendum to the existing agreement and may incur additional fees.
  3. Timeline Impact: Substantive changes may affect the overall project timeline and delivery dates.

Refund Policy

Service Cancellation

  1. Prior to Commencement: If services are cancelled before work has commenced, a full refund minus a 10% administrative fee will be provided.
  2. During Initial Phase: If services are cancelled during the research and strategy phase (typically the first 25% of the project timeline), a 50% refund will be provided.
  3. During Production: If services are cancelled after creative production has begun, refunds will be prorated based on the percentage of work completed, less any incurred production costs.
  4. After Delivery: No refunds will be provided for completed services after final deliverables have been provided.

Performance Guarantees

  1. Paid Media Management: While we strive for optimal performance in all paid media campaigns, we do not guarantee specific performance metrics such as ROAS, CPA, or engagement rates as these are subject to market conditions, competitive landscapes, and platform algorithms beyond our control.
  2. Creative Performance: We do not offer refunds based on creative performance metrics, as we employ a data-driven testing approach to optimize creative performance over time.
  3. Optimization Process: Instead of refunds for performance issues, we implement our established analysis and iteration process to optimize campaigns and creative assets based on performance data.

Service Quality Assurance

  1. Satisfaction Guarantee: We are committed to client satisfaction and will work diligently to address any concerns regarding the quality of our services.
  2. Dispute Resolution: In the event of dissatisfaction with our services that cannot be resolved through our revision process, we will follow the dispute resolution procedure outlined in our Terms and Conditions.
  3. Service Credits: In certain circumstances where we fail to meet agreed-upon service levels, we may offer service credits toward future services rather than monetary refunds.

Intellectual Property Transfer

  1. Ownership Transfer: Unless otherwise specified in your service agreement, ownership of final deliverables transfers to the client only upon receipt of full payment.
  2. Licensing During Production: During the production process and until full payment is received, clients are granted a limited license to review and provide feedback on deliverables.
  3. Rejected Deliverables: Creative concepts or deliverables that are rejected by the client remain the intellectual property of Smashed Agency and may not be used by the client in any form.

Recurring Services

  1. Subscription Services: For recurring services such as ongoing campaign management or creative production, cancellation requires 30 days’ written notice.
  2. Pausing Services: Clients may pause recurring services for up to 30 days once per calendar year without penalty. Pauses exceeding this duration may require service re-engagement fees.
  3. Prorated Billing: For subscription services cancelled mid-billing cycle, refunds will be prorated based on the unused portion of the service period.

Force Majeure

We shall not be liable for any delay or failure to perform our services resulting from circumstances beyond our reasonable control, including but not limited to acts of nature, governmental actions, labor disputes, internet outages, platform policy changes, or other unexpected events that prevent us from delivering our services as planned.

Policy Updates

We reserve the right to update this Shipping and Returns Policy at any time. Changes will be effective upon posting to our website. Continued use of our services following such changes constitutes acceptance of the revised policy.

Contact Information

If you have any questions about this Shipping and Returns Policy, please contact us at:

Smashed Agency
Ahmedabad, Gujarat, India
Email: sales@smashedagency.com
Website: https://smashedagency.com/

Last Updated: May 12, 2025

Implementation Notes

Review and update this policy annually or whenever your service offerings significantly change.

This policy has been tailored for Smashed Agency’s digital marketing and creative production services.

Add this policy to your website in the same location as your Terms and Conditions and Privacy Policy, typically in the footer menu.

Consider highlighting key refund and revision policies during your client onboarding process to ensure clear expectations.

For payment gateway verification, ensure this document is accessible via a direct link that you can provide during the verification process.