Thank you for choosing FahWah. We appreciate your trust and take our creative work seriously. Since all FahWah services are digital, our refund process differs from companies that sell physical goods. This policy explains in detail when refunds are available, how refund evaluations are made, and what steps you should follow if you believe a refund is justified.
By placing an order with FahWah, you agree to the terms outlined below.
1. Digital Nature of Our Services
All products and services offered by FahWah are delivered digitally. This includes, but is not limited to:
- static ad banners;
- video ads and motion graphics;
- UGC-style video ads and scripts;
- carousel designs;
- landing page visual packs;
- ad copywriting;
- any other digital files such as PNG, JPG, SVG, PDF, and MP4.
Since digital files can be stored, copied, and used indefinitely, refund rules must be clearly defined and fair to both parties.
2. Eligibility for Refunds
Refunds are not automatic. Each request is evaluated individually based on:
- the original project brief;
- the amount of work completed;
- communication and revision history;
- the nature of the issue.
Refunds may be issued only under the circumstances listed in Section 3.
3. Valid Reasons for a Refund (Expanded Details)
Below are the situations in which a refund may be granted. These descriptions are intentionally extensive to ensure full transparency.
3.1. Work Not Delivered
You may request a refund if:
- no drafts, previews, or final files have been delivered;
- the agreed delivery timeframe has passed;
- you attempted to contact us and received no meaningful progress update.
Examples:
- You ordered ad banners with a 7-day delivery timeframe, but after 10+ days, no files or updates were provided.
- You purchased a UGC ad package, but no script, sample frames, or final files were delivered.
We will review:
- internal project records,
- communication history,
- work progress (if any).
If no work has been done, a full refund may be granted.
3.2. Significant Deviation From the Agreed Brief
A refund may be considered if the final work substantially deviates from the agreed project description even after multiple revision attempts.
A deviation is considered significant when:
- the delivered work does not match the requested style, tone, or format;
- essential elements described in the brief are missing;
- at least two revision rounds have been completed but the core issue remains unresolved.
Examples:
- You requested soft, minimalistic, light-blue visuals, but repeatedly received dark, loud, high-contrast designs.
- You specified ad sizes for a particular platform, but files were repeatedly delivered in incorrect dimensions.
- The creative ignores essential instructions (e.g., mandatory brand elements or required messaging).
In such cases, depending on the amount of work completed, we may issue a partial or full refund.
3.3. Technical Issues Preventing Use of the Deliverables
A refund may be issued if:
- the delivered files are corrupted, damaged, or cannot be opened;
- the issue persists even after resending corrected files;
- we cannot produce usable files in standard formats.
Examples:
- MP4 files do not open in standard video players or editing software.
- Image files contain export errors, significant artifacts, or incorrect color profiles.
- Files repeatedly fail to upload to advertising platforms due to technical inconsistencies.
In most cases, we will first attempt:
- re-exporting the files,
- providing alternate file formats,
- offering technical instructions.
If the files remain unusable after reasonable attempts, a refund may be considered.
3.4. Duplicate Payment
You are eligible for a refund if:
- the same service was accidentally paid twice;
- your payment provider processed duplicate charges.
We will verify the payment records and issue a full refund for the duplicated amount.
3.5. Wrong Service Purchased (Before Work Begins)
If you accidentally purchased the wrong service and no work has started, you may request either:
- a full refund, or
- a transfer of your payment to a different FahWah service.
A request must be made before we begin preparing the brief or working on the project.
3.6. Failure to Start Work Due to Our Delay
A refund may be considered if:
- we confirmed your project,
- agreed on the timeframe,
- but did not begin work within a reasonable period,
- and did not provide an updated schedule or response.
If no work was done, a full refund may be issued.
If partial work has been completed (e.g., research, planning), we may offer:
- a partial refund, or
- completion of the work with additional value (e.g., bonus variations).
4. Situations That Do NOT Qualify for Refunds
The following are not considered valid reasons for a refund:
4.1. Work Delivered According to the Brief
A refund cannot be issued when:
- the work matches the agreed scope and brief,
- the project was completed,
- and revisions were provided as included.
Even if you later decide not to use the material, a refund is not applicable.
4.2. Change of Mind After Work Has Started
Refunds cannot be issued if:
- you decide to cancel the project after we begin working;
- your strategy or branding changes mid-project;
- you postpone campaigns indefinitely.
Time and resources invested must be compensated.
4.3. Subjective Preference Only
Since creative work is subjective, statements such as:
- “I imagined it differently,”
- “This is not my personal taste,”
- “I want a totally different idea now,”
are not valid reasons for a refund after the work has been delivered or revisions have begun.
Revisions can resolve subjective concerns.
4.4. Poor Marketing Performance
We provide creative assets, not campaign management.
Therefore, refunds cannot be granted due to:
- low CTR,
- high CPC,
- low conversions,
- poor campaign performance.
Performance depends on numerous external factors such as targeting, budget, audience, competition, and platform algorithms.
5. Revision Policy
Before considering a refund, FahWah always attempts to resolve issues through revisions. Most problems are solved through adjustments rather than cancellations.
- Revision rounds depend on your package.
- Additional revisions may be offered in special cases.
- A refund is considered only when revisions cannot fix the core issue.
6. How to Request a Refund
To request a refund, contact us at info@fahwah.xyz
Please include:
- your name or company name;
- order number or reference;
- the reason for the request;
- any supporting evidence (screenshots, files, communication examples).
Response time: 48 hours
Review time: 3–5 business days
7. Refund Method
If a refund is approved, it will be returned through the same payment method used for the original purchase unless both parties agree otherwise.
Processing time: 3–5 business days (excluding bank/provider delays).
8. Changes to This Policy
FahWah may update this policy at any time.
The “Last updated” date will be adjusted accordingly.
New policies apply to new purchases immediately.
9. Final Note
Our goal is to maintain transparency, fairness, and long-term trust with every client.
If something is unclear or not working as expected, please reach out — most issues are resolved quickly through communication and revisions rather than refunds.