Refund & Cancellation Policy

1. Commitment to Quality & Fair Commercial Practice

At Shan Advertising, we take immense pride in crafting exceptional creative work, architectural brand designs, and high-impact media campaigns. We aim to ensure total transparency regarding service cancellations, milestone revisions, and refund protocols. Because our services encompass custom digital creative labor, bespoke fabrication, and reserved advertising space, this Refund and Cancellation Policy clearly defines customer rights and obligations.

2. Order Cancellation Policy

Cancellation terms depend on the discipline and the operational phase of the contracted campaign:

• Phase 1: Creative & Graphic Design (Prior to Project Kickoff): If a client requests cancellation in writing before our creative team has initiated research, concept ideation, or storyboard drafting, a refund of ninety percent (90%) of the deposit will be granted (ten percent (10%) is retained to cover payment processing and administrative onboarding overhead).
• Phase 2: Work-in-Progress Creative Concepts: If creative concepts, drafts, or initial revisions have been submitted via our Client Portal, the initial deposit is non-refundable, as it covers billable creative hours and studio resources already expended.
• Phase 3: Video Production & Editing Revisions: Once video editing drafts or creative ad assets have been produced according to client brief and delivered via our portal, deposit payments are non-refundable as they cover direct creative labor and rendering resources expended.
• Phase 4: Social Media Paid Campaigns & Multi-Page Publishing: Once paid media ad spend has been activated on TikTok Ads Manager or Meta Ads Manager, or once publishing slots on our partner network have gone live, cancellations cannot be accepted, and fees for active ad spend/publishing are strictly non-refundable.

3. Refund Eligibility Criteria

A client is entitled to a formal refund under the following verified circumstances:

• Accidental Duplicate Payments: In the event of a system glitch or accidental double submission resulting in multiple debits for the same invoice, the excess payment will be refunded in full.
• Agency Inability to Deliver: If Shan Advertising is unable to fulfill a contracted service due to internal reasons or unforeseen business interruptions not caused by client delays or force majeure, the unperformed portion of the milestone fee will be refunded.
• Mutual Written Termination: In situations where both parties mutually agree in writing to terminate an ongoing retainer, any advance funds collected for uncommenced future months will be refunded on a pro-rata basis.

4. Mandatory Gateway Refund Method (PayHere & KOKO Strict Protocol)

• PayHere Card & Wallet Transactions: If you paid your invoice using a Visa, MasterCard, AMEX card, or digital wallet via PayHere, the approved refund will be routed directly through PayHere back to the exact credit/debit card or wallet account utilized at checkout.
• KOKO Buy Now, Pay Later (BNPL) Transactions:
  • If an order paid through KOKO BNPL is approved for a refund, Shan Advertising will initiate a merchant reversal request directly with Koko Networks (Pvt) Ltd.
  • Future Installments: KOKO will immediately cancel any remaining future installments scheduled on your installment plan.
  • Completed Installments: Any installment payments already debited by KOKO will be refunded by Koko Networks directly back to the payment card linked to your KOKO account.
  • Shan Advertising cannot provide cash or manual bank refunds directly to clients for KOKO purchases; the settlement must flow through KOKO's automated reversal API to ensure proper account balance reconciliation.
• Direct Corporate Bank Transfers: For clients who settled invoices via direct wire transfer (SLIPS/CEFT), approved refunds will be transferred exclusively to the identical bank account name from which the payment originated.

5. Refund Processing Timelines

We handle all refund requests with prompt commercial urgency:

1. Verification & Approval: Once a refund request is submitted to our team with valid documentation, it will be evaluated and verified within two (2) to three (3) business days.
2. Gateway Instruction Dispatch: Upon formal approval, our finance team submits the electronic reversal instruction to PayHere or KOKO within one (1) business day.
3. Bank Reflection Timeline: Depending on the issuing commercial bank (Commercial Bank, Sampath, HNB, NTB, BOC, etc.) and card scheme clearance cycles, the refunded funds typically reflect on the cardholder's statement within five (5) to ten (10) business days.

6. Step-by-Step Procedure to Request a Refund

To request a formal cancellation or refund, please follow this standardized procedure:

1. Send an official written request from your registered email to shanadvertisinglk@gmail.com.
2. Include your Invoice Number (e.g. INV-2026-XXXX), PayHere Payment Reference ID, or KOKO Order ID.
3. Provide a clear explanation of the reason for cancellation or refund request, accompanied by relevant project documentation or error screenshots.
4. Our team will issue an official acknowledgment ticket within twenty-four (24) hours and guide you through the settlement process.

7. Customer Support & Billing Assistance

For billing inquiries or assistance with payment tracking, please reach out to us:

• Agency: Shan Advertising
• Hotline: +94 76 176 3158
• Email: shanadvertisinglk@gmail.com
• Office Hours: Monday to Friday: 8:30 AM – 5:30 PM (Sri Lanka Time / UTC+5:30)