Fulfillment Policy
1. Service Delivery
Kratos Agency specializes in delivering digital marketing and creative campaign services. Our work is delivered digitally through consultations, regular updates, and final deliverables, including reports and creative assets. Clients can expect weekly or monthly meetings conducted via Zoom or in person as part of our commitment to collaboration and transparency.
2. Timeline for Delivery
Timelines vary depending on the scope and complexity of the project. Clients will be informed of estimated timelines during the onboarding process or project kick-off. In the rare event of delays, we will notify clients at least 1-2 days in advance via email and provide an updated timeline.
3. Approval and Revision Process
Clients are entitled to 2-3 rounds of revisions for each deliverable. Feedback must be provided within the agreed-upon timeline. Revisions exceeding the included rounds will be quoted separately and require client approval before proceeding.
4. Payment Terms
- Retainer Clients: Payments are due in full on the 1st of each month.
- Project Clients: A 50% deposit is required upfront, with the remaining 50% due upon completion and approval of all deliverables.
5. Refund Policy
We aim to deliver exceptional results for every client. If a client decides not to proceed after the first draft of a creative asset, a full refund will be issued for that deliverable. Refunds are not provided after final approval unless an exceptional circumstance arises, in which case we will work with the client to resolve the issue to their satisfaction.
6. Scope of Work
All services and deliverables are outlined in detail within client contracts or agreements. Any requests beyond the agreed scope will be quoted separately. Additional work will commence only after client approval.
7. Client Support
Clients can reach us via email, phone, or text for any questions or concerns. For ongoing campaigns, regular check-ins and reports ensure client satisfaction and alignment. Support after project completion is available upon request.
8. Complaint Resolution Process
Kratos Agency is committed to addressing any client dissatisfaction promptly; which includes acknowledgment within 24 hours, internal quality assurance reviews, revised drafts, and final approval steps.
9. Data Privacy and Security
Client data is securely stored in password-protected Google Drive folders accessible only to authorized team members and the client.
10. Service Guarantees
If a client is dissatisfied with the first draft of a creative asset, they may request a refund. Additionally, we guarantee that all deliverables meet agreed-upon specifications and quality standards.
