Terms, Refund & Service Policy

1. Services Offered

• IT Support & Repair including hardware and software diagnosis, repairs, upgrades, virus removal, networking, and data recovery
• Web Development including custom website design, e-commerce setup, landing pages, and maintenance
• Digital Marketing including social media management, SEO, paid advertising, content creation, and analytics
• Video Editing for YouTube, social media reels, promotional videos, and business content

The exact scope of work is confirmed in writing before work begins. Anything outside that agreed scope may result in additional charges.

2. Quotes, Estimates & Agreements

3. Payment Terms

4. IT Support & Repair Specific Terms

5. Web Development Specific Terms

• Clients are responsible for providing content, branding, images, and approvals on time
• Included revisions are limited to the number stated in the project agreement
• Third-party services such as hosting, domain registration, premium plugins, and stock assets are the client's responsibility unless otherwise included
• Ownership of final website files transfers after full payment is received
• Completed work may be featured on the K2 Digital Media website unless the client requests otherwise in writing

6. Digital Marketing Specific Terms

• Specific results such as rankings, follower growth, or revenue cannot be guaranteed
• Ad spend is separate from service fees unless otherwise agreed
• Clients must provide the account access needed to perform the agreed work

7. Video Editing Specific Terms

• Clients are responsible for supplying source footage in a suitable format
• Music and third-party assets must be properly licensed
• Final delivery is usually provided in MP4 format unless another format is agreed
• Raw project files are not included unless specifically agreed and may incur additional fees

8. Liability & Disclaimers

• Total liability is limited to the amount paid for the specific service giving rise to the claim
• No liability is accepted for indirect or consequential damages such as loss of revenue, profits, data, or business
• Delays caused by events outside reasonable control such as outages, natural events, or government restrictions are not grounds for liability

9. Intellectual Property

All original work remains the service provider's intellectual property until full payment is received. Once paid in full, rights to the agreed deliverables transfer to the client except where third-party assets are involved.

10. Confidentiality

Client information, credentials, and business data are treated as confidential and will not be disclosed without consent except where required by law.

11. Termination

• Clients may cancel with written notice. Non-refundable deposits remain non-refundable, and work completed to date is still payable.
• Services may be terminated where the client breaches these terms, fails to pay, or behaves abusively or unreasonably.

12. Dispute Resolution

Disputes should first be addressed through good-faith communication. If they cannot be resolved informally, they are governed by the laws of Ontario, Canada, and subject to the jurisdiction of Ontario courts.

13. Changes to These Terms

These terms may be updated from time to time. Continued use of the services after changes are posted constitutes acceptance of the updated terms.

1. General Payment Terms

2. IT Support & Repair Payment & Refund Terms

• Payment is due when the service is completed, before equipment is returned
• No Fix, No Fee applies only when it has been agreed in writing in advance
• Diagnostic fees remain payable where they were disclosed in advance
• Refunds may be considered if the same fault returns within 30 days or the repair was not completed as described
• Refunds are not issued for unrelated faults, data loss, client misuse, or pre-existing hidden damage

3. Web Development Payment & Refund Terms

• A non-refundable 50% deposit is required before work begins
• Milestone payments may apply for larger projects
• Final payment is due before final files, credentials, or launch access are handed over
• Deposits remain non-refundable once work begins
• If the client cancels after work starts, completed work remains payable
• No refund is issued after final approval and handover

4. Digital Marketing Payment & Refund Terms

• Monthly retainers are billed in advance and are non-refundable once the service month has started
• Advertising budgets are separate from service fees
• No refund is issued for committed ad spend
• No refund is provided solely because campaign results did not meet expectations, provided the agreed services were delivered

5. Video Editing Payment & Refund Terms

• Projects over $200 CAD require a 30% non-refundable deposit
• Each video project includes up to 2 rounds of revisions unless otherwise agreed
• Final files are released only after full payment is received
• Refunds are not issued because of changes in creative preference after the agreed brief has been followed
• Refunds are not issued for limitations caused by low-quality source footage supplied by the client

6. How to Request a Refund

• Provide your full name and contact details
• Include the invoice number or date of service
• Describe the issue and reason for the refund request in writing

Refund requests are reviewed within 5 business days. Approved refunds are issued to the original payment method within 10 business days.

7. Disputes

All payment and refund concerns should first be handled through direct communication and good-faith negotiation before any formal action is taken.

8. Policy Updates

This policy may be updated from time to time. Continued use of the services means you accept the current version posted on the website.

1. Service Overview

Evening and weekend appointments may be available for IT support by request and may be subject to an out-of-hours surcharge.

2. Response Time Standards

3. Communication Standards

• Email is the primary channel for project updates, invoices, and formal requests
• Phone is used for urgent IT support and quick queries
• Zoom or Google Meet may be used for consultations, reviews, and project kickoffs
• Clients are expected to respond within 2 business days where possible
• Active projects receive milestone-based updates or at least one update per week during active phases

4. What's Included in Each Service

5. What's Not Included

• Hardware parts and replacement components unless quoted separately
• Third-party software licences, hosting fees, and domain costs
• Paid advertising budgets
• Premium stock assets unless included in scope
• Out-of-hours emergency support unless separately agreed

6. Service Availability & Exclusions

IT support is generally available Monday to Saturday, 9am to 7pm EST. Other services are generally available Monday to Friday, 9am to 6pm EST. Canadian public holidays are observed, and planned downtime is communicated where possible.

7. Escalation & Issue Resolution

• Step 1: Contact by email or phone as soon as the issue is identified
• Step 2: Acknowledgement and proposed resolution within 1 business day
• Step 3: Resolution or alternative arrangement within 3 business days
• Step 4: Formal written complaint if unresolved
• Step 5: Final resolution or mediation if needed within 7 business days after escalation

8. SLA Review & Updates

The SLA is reviewed periodically and updated as needed to reflect service changes or capacity changes. The current version remains available on the website.