First-Time Customers
We stand behind our work.
If your first project with us doesn’t meet expectations, you’re protected by our 50% first-invoice satisfaction guarantee.
50%
Refund on your first invoice — for eligible first-time projects only
Most agencies ask you to trust their work upfront.
We back ours with a guarantee.
How it works
A clear, simple process
01
Raise the issue with us
If something doesn’t feel right during the project, let us know as soon as possible so we can address it directly.
02
Submit your request
Email us at support@kawanelite.com within 7 calendar days of the delivery date on your first invoice.
03
Receive your refund outcome
Once your request is reviewed and approved, the refund is processed within 7 business days.
Policy details
Full terms, clearly explained
Other Growth Engine components
This satisfaction guarantee is available exclusively to customers working with Kawan Elite for the very first time. It does not apply to returning clients, project renewals, or any subsequent engagements.
The guarantee applies only to the first invoice of the first project. It does not carry forward to any future invoices, projects, or retainer arrangements — regardless of the outcome of the initial engagement.
The refund covers 50% of the first invoice amount. It does not include any third-party costs — such as advertising spend, software subscriptions, tool licences, or external service fees — that may have been incurred as part of the project.
Request and processing
Refund requests must be submitted within 7 calendar days from the delivery date of the work covered by the first invoice. The deadline is calculated from first invoice delivery — not from the overall project completion date.
For example, if your project spans 3 months and has 3 invoices, the refund window opens and closes around the delivery of the first invoice only.
Once a refund request is reviewed and approved, Kawan Elite will process the refund within 7 business days. You will be notified once the refund has been initiated.
This policy does not cover requests arising from changes in project scope, additional revision requests made after project completion, or extra work requested outside the original agreed deliverables. If there is any concern about eligibility, we encourage open communication to find a fair resolution for both parties.
After a refund is issued
If a refund is issued, work on any remaining parts of the project — including subsequent invoices — will be temporarily paused. This gives both parties time to reassess the collaboration before proceeding.
Future work will only resume if both parties agree on a clear path forward — including any adjustments to scope, expectations, or service arrangements. If resuming is not in the best interest of either party, both sides may choose to conclude the collaboration after the refunded portion.
If the collaboration continues after a refund has been issued, this satisfaction guarantee will no longer apply to any subsequent invoices. The policy is a first-project protection — not a standing arrangement across the full engagement.
Your first step is protected
Ready to start?
The first step is on us.
You’re covered from day one. Let’s talk about what growth looks like for your business.
RM0 pre-sales consultation · No lock-in · MOF # 357-0002356673
