Kawan Elite Satisfaction Guarantee Policy

(For First-Time Customers)

At Kawan Elite, we take pride in delivering great results and ensuring customer satisfaction. We understand that working with a new agency for the first time is a big step, and we want you to feel confident every step of the way. That’s why we stand by our work with a satisfaction guarantee.

Not Satisfied? Get a 50% Refund

If you are not completely satisfied with the outcome of your first project, we offer a 50% refund on the first invoice of your first project—no questions asked. Our goal is to give you peace of mind as you start working with us.

Clarification on Refund Coverage:

This refund applies only to the first issued invoice of your first project. If your project consists of multiple invoices, only the first one qualifies.
The refund request period starts from the delivery of the work associated with the first invoice, not the entire project timeline.
Example: If your first project spans three months and has three separate invoices, the refund is only applicable to the first invoice, and you must submit the refund request within seven calendar days from the delivery of the work covered by that first invoice.

How It Works

Talk to Us – If something doesn’t feel right during the project, let us know as soon as possible so we can address it.
Request a Refund – If the issue is not resolved and you are still unsatisfied, send an email to [email protected] within seven calendar days from the delivery of the work covered by the first invoice to request a refund.
Processing Your Refund – Once approved, we will process your refund within seven business days.

Who Is Eligible?

First-Time Customers – This policy is available only to customers working with Kawan Elite for the first time.
One-Time Use – The refund applies only to the first invoice of the first project and does not apply to any future invoices, projects, or renewals.
Refund Amount – The refund covers 50% of the first invoice of the first project but does not include costs for third-party tools, software, reimbursements or external services.
Refund Request Deadline – The refund request must be made within seven calendar days from the delivery of the work covered by the first invoice, not the entire project duration.
Refund Processing Time – Approved refunds will be processed within seven business days.
Scope Changes & Additional Requests – This policy does not cover changes in project scope, additional revision requests, or extra work requested after project completion.
Resolving Disputes – If there’s any concern regarding refund eligibility, we encourage open communication to find a fair resolution for both parties.

Pause and Reassessment of Future Work

Temporary Work Suspension – If a refund is issued, work on any remaining parts of the project (including subsequent invoices) will be temporarily paused. This ensures both parties have time to reassess the collaboration.
Mutual Agreement Required for Continuation – Future work will only resume if both parties agree on a path forward, including adjustments to the scope, expectations, or service arrangement.
Alternative Resolution – If resuming work is not in the best interest of either party, both sides may choose to conclude the collaboration after the refunded portion. In such cases, any unbilled or undelivered work will not proceed.
No Refunds on Future Invoices – If the collaboration continues after a refund is issued, the refund policy will no longer apply to subsequent invoices.

Our Commitment to You

We value every partnership and want you to feel supported and confident when working with us. This satisfaction guarantee is our way of showing our commitment to delivering great results and building strong, long-term relationships.

Let’s Connect

If you have any questions, need assistance, or want to discuss your next project, feel free to reach out:

Email: [email protected]
Phone: +6017-7922540
Office: Level 24, MERCU MAYBANK, Jalan Plumbum 7/102, Seksyen 7, I-City, 40000 Shah Alam, Selangor