Refund Policy

1. Overview

MANGOCITY FOUNDATION is committed to providing high-quality social work services, orphanage support programs, business development initiatives, and digital marketing services. This refund policy applies specifically to our fee-based services, including digital marketing services and business development consulting.

Please note that our core social work services and orphanage support programs are provided free of charge to beneficiaries and therefore do not fall under this refund policy.

2. Services Covered by This Policy

This refund policy applies to the following fee-based services:

Digital Marketing Services

• • Digital marketing strategy development and implementation
• • Social media marketing and management
• • Search engine optimization (SEO) services
• • Content marketing and creation
• • Pay-per-click (PPC) advertising management
• • Website development and maintenance
• • Online reputation management

Business Development Services

• • Business consulting and strategy development
• • Market research and analysis
• • Business plan development
• • Financial planning and advisory services
• • Training and workshop facilitation
• • Mentorship and coaching programs

3. Refund Eligibility Criteria

Refunds may be considered under the following circumstances:

Service Quality Issues

• • Services delivered do not meet the agreed-upon specifications
• • Significant delays in service delivery without valid justification
• • Failure to deliver promised results due to our negligence
• • Technical errors or mistakes in service implementation
• • Breach of service agreement terms by MANGOCITY FOUNDATION

Cancellation Requests

• • Cancellation within 7 days of service agreement signing (cooling-off period)
• • Cancellation due to unforeseen circumstances beyond client control
• • Mutual agreement to terminate services early
• • Change in client requirements that cannot be accommodated

Force Majeure Events

• • Natural disasters affecting service delivery
• • Government regulations preventing service completion
• • Technology failures beyond our control
• • Other extraordinary circumstances preventing service delivery

4. Non-Refundable Circumstances

Refunds will not be provided in the following situations:

Client-Related Issues

• • Change of mind after services have commenced
• • Failure to provide necessary information or cooperation
• • Unrealistic expectations not aligned with service scope
• • Dissatisfaction with market conditions or external factors
• • Cancellation after 50% of services have been delivered

Service-Specific Exclusions

• • Third-party advertising costs (Google Ads, Facebook Ads, etc.)
• • Domain registration and hosting fees
• • Software licenses and subscription costs
• • Travel and accommodation expenses for on-site services
• • Completed deliverables that meet agreed specifications

Time-Based Exclusions

• • Refund requests made more than 30 days after service completion
• • Services completed more than 90 days ago
• • Ongoing monthly services after the first billing cycle
• • Training or workshop fees after the event has occurred

5. Refund Process and Timeline

Our refund process follows these steps:

Step 1: Request Submission

• • Submit a written refund request via email or formal letter
• • Include detailed reasons for the refund request
• • Provide supporting documentation if applicable
• • Include original service agreement and payment receipts
• • Submit within 30 days of service completion or issue occurrence

Step 2: Review and Investigation

• • Initial acknowledgment within 2 business days
• • Thorough review of service delivery and documentation
• • Investigation of any quality or performance issues
• • Consultation with relevant team members and stakeholders
• • Assessment against refund policy criteria

Step 3: Decision and Communication

• • Decision communicated within 10 business days
• • Detailed explanation of decision rationale
• • If approved, refund amount and timeline specified
• • If denied, clear reasons and alternative solutions offered
• • Appeal process information provided if applicable

Step 4: Refund Processing

• • Approved refunds processed within 15 business days
• • Refunds issued to original payment method when possible
• • Bank transfer or check issued if original method unavailable
• • Confirmation of refund processing sent to client
• • Follow-up to ensure refund receipt

6. Partial Refunds

In certain circumstances, partial refunds may be appropriate:

Calculation Method

• • Based on percentage of services completed satisfactorily
• • Deduction for work already delivered and accepted
• • Consideration of resources already invested
• • Adjustment for any third-party costs incurred
• • Fair and reasonable assessment of value delivered

Common Partial Refund Scenarios

• • Early termination of ongoing service contracts
• • Scope reduction during project execution
• • Quality issues affecting only part of the deliverables
• • Mutual agreement to modify service scope
• • Force majeure events affecting partial service delivery

7. Alternative Resolutions

Before processing refunds, we may offer alternative resolutions:

Service Corrections

• • Rework or revision of unsatisfactory deliverables
• • Additional time and resources to meet original specifications
• • Assignment of different team members if personality conflicts exist
• • Modified approach or methodology to achieve desired outcomes
• • Extended timeline to address quality concerns

Service Credits

• • Credit toward future services of equal or greater value
• • Extended service period at no additional cost
• • Complimentary additional services to address concerns
• • Discount on future service agreements
• • Priority support and enhanced service levels

Mediation and Arbitration

• • Professional mediation for complex disputes
• • Independent arbitration if mediation fails
• • Binding arbitration agreements when appropriate
• • Cost-sharing arrangements for dispute resolution
• • Good faith efforts to reach mutually acceptable solutions

8. Special Circumstances

Special refund considerations apply in certain situations:

Non-Profit Organizations

• • Enhanced refund consideration for registered non-profits
• • Flexible payment and refund terms for charitable organizations
• • Pro bono service options in lieu of refunds when appropriate
• • Extended timeline for refund processing if needed
• • Collaborative approach to finding mutually beneficial solutions

Small Business Clients

• • Understanding of cash flow challenges for small businesses
• • Flexible refund terms and payment arrangements
• • Consideration of business impact when evaluating refund requests
• • Alternative service arrangements to minimize financial impact
• • Extended support to help achieve business objectives

Emergency Situations

• • Expedited refund processing for emergency situations
• • Compassionate consideration for personal or family crises
• • Flexible documentation requirements in urgent cases
• • Priority handling of refund requests during emergencies
• • Additional support and resources when appropriate

9. Contact Information for Refund Requests

To request a refund or discuss refund-related matters, please contact us:

10. Appeals Process

If you disagree with a refund decision, you may appeal:

• • Submit a written appeal within 15 days of the original decision
• • Provide additional evidence or documentation supporting your case
• • Appeal will be reviewed by senior management
• • Independent review may be conducted if necessary
• • Final decision will be communicated within 10 business days
• • External mediation options available if internal appeals are unsuccessful

11. Policy Updates

This refund policy may be updated from time to time:

• • Changes will be posted on our website
• • Existing clients will be notified of significant changes
• • Updated policy applies to new service agreements
• • Existing agreements remain subject to original policy terms
• • Regular review and updates to ensure fairness and compliance