Client Engagement
Framework
Terms of Engagement, Service Conditions & Refund Policy governing the professional relationship between the Agency and its Clients
This document constitutes a legally binding framework governing all professional engagements between the Agency and any individual, entity, or organisation (hereinafter "Client") that procures, or seeks to procure, services therefrom. By initiating communication for the purpose of engagement, submitting any form of payment, or executing a service agreement, the Client unconditionally acknowledges, comprehends, and submits to the entirety of the terms, conditions, and stipulations articulated herein. This Policy has been drafted in accordance with the Contract Act, 1872 (as applicable in Pakistan), the Electronic Transactions Ordinance, 2002, the Prevention of Electronic Crimes Act, 2016, and the Digital Personal Data Protection Act, 2025, and shall be interpreted accordingly.
Contents
Terms of Engagement & Working Policy
§ 1.1
Communication Protocol
The Agency maintains a strictly structured communication protocol in the interest of operational integrity, documentation, and accountability. No unsolicited or unscheduled direct calls — whether conventional telephonic, WhatsApp audio/video, or any real-time communication modality — shall be entertained, acknowledged, or responded to. All client communication must be preceded by a formally scheduled appointment, without exception.
§ 1.2
Scheduling Obligation
It is incumbent upon the Client to schedule all consultations, progress reviews, and project discussions in advance via the Agency's designated scheduling system or as communicated in writing. Spontaneous or walk-in virtual engagements constitute a breach of this protocol and shall be declined without prejudice to the Agency's obligations under the primary service agreement.
§ 1.3
Approved Meeting Platforms
All scheduled meetings shall be conducted exclusively via Google Meet or Zoom. The Agency reserves the right to decline meetings proposed on any alternative platform. Clients are advised to ensure compatibility with these platforms prior to commencement of the engagement.
§ 1.4
Change Request Submission Protocol
No modification, alteration, amendment, or revision to any deliverable, scope, or project requirement shall be accepted via verbal communication, telephone, WhatsApp message, or any informal channel whatsoever. All change requests must be submitted in precise, unambiguous, word-for-word written form through the designated shared document or Google Sheet maintained for that specific project. Oral instructions or informally conveyed directives shall carry no legal or operational weight and shall be disregarded entirely.
§ 1.5
Communication Record Maintenance
The Client bears a non-negotiable obligation to maintain an updated, coherent, and chronologically organised communication log throughout the duration of the engagement. All project-related correspondence, approvals, change requests, and instructions shall be documented within the shared communication sheet. Failure to maintain adequate records may result in processing delays for which the Agency shall bear no liability.
§ 1.6
Delivery Timeline Contingency
All projected delivery timelines are inherently contingent upon the Client's timely provision of approvals, assets, feedback, and requisite information. Delays attributable to the Client's failure to discharge these obligations shall extend the delivery timeline commensurately and shall not constitute a breach of contract on the part of the Agency. No penalty, discount, or claim shall arise from delays caused by lapses in client-side communication or approval.
Revision Policy
§ 2.1
Inclusive Revisions
Each project engagement includes a maximum of three (3) rounds of revisions at no additional cost to the Client. These revisions are to be utilised within the active project lifecycle and are non-transferable, non-cumulative, and non-extendable beyond the original project scope.
§ 2.2
Additional Revision Charges
Any revision request exceeding the three (3) complimentary rounds shall be classified as an additional revision and shall attract supplementary charges at the Agency's prevailing rate schedule, as communicated to the Client at the time of request. The Client's initiation of such a request shall be deemed acceptance of the applicable charges.
§ 2.3
Post-Delivery Modification Policy
Upon formal delivery of the final project, any and all modification requests — irrespective of whether any complimentary revision rounds remain outstanding — shall be treated as post-delivery changes and shall be subject to full commercial charges. The delivery of a project extinguishes the complimentary revision entitlement. Clients are unequivocally advised that the retention of one (1) or more unused revision rounds at the time of delivery confers no right to complimentary post-delivery changes; all such requests shall be billed accordingly.
Once a project has been formally delivered, all subsequent change requests are chargeable — without exception. The existence of unused revision rounds at the point of delivery does not preserve or carry forward any complimentary entitlement. Client cooperation with this provision is a mandatory contractual obligation.
Payment & Refund Policy
§ 3.1
Advance Payment Requirement
As a standard and non-negotiable condition of engagement, one hundred percent (100%) of the agreed project fee is required in full, in advance, prior to the commencement of any work. The Agency reserves the unilateral right to defer or decline project initiation until such time as full advance payment has been received and confirmed.
§ 3.2
Absolute Non-Refundability of Advance Payment
The advance payment, once remitted, is irrevocably and unconditionally non-refundable under any and all circumstances, including but not limited to a change of mind, withdrawal of instruction, shift in business priorities, or any subjective dissatisfaction not attributable to a documented material breach by the Agency. This non-refundability applies regardless of the proximity of the refund request to the date of payment. A refund request submitted the day following payment shall be accorded no preferential consideration and shall be declined in its entirety.
In accordance with the general principles of contract law under the Contract Act, 1872, the advance payment represents consideration for the reservation of the Agency's resources, time, and expertise. A unilateral change of mind does not constitute a valid ground for rescission of payment obligations. This provision is enforceable as agreed liquidated damages for withdrawal.
§ 3.3
Partial Payment Structure (Exceptional Cases Only)
In rare and expressly approved cases, the Agency may, at its sole discretion, permit a partial advance payment structure comprising seventy-five to eighty-five percent (75%–85%) of the total agreed fee as the initial advance. This arrangement is not standard practice, is not offered as a default option, and shall be explicitly confirmed in writing prior to project commencement.
| Payment Stage | Amount Due |
|---|---|
| Initial advance (partial payment cases) | 75%–85% of total agreed fee |
| Upon 50% project completion and Client approval | Remaining balance |
| Project submission / file delivery | Only after 100% receipt confirmed |
§ 3.4
Milestone-Based Remaining Payment (Partial Payment Projects)
Where a partial payment arrangement has been expressly authorised, the remaining balance shall become due and payable upon completion of fifty percent (50%) of the project deliverables, as formally approved by the Client. The final project files, assets, and deliverables shall only be released to the Client upon confirmed receipt of one hundred percent (100%) of the total agreed fee. The Agency shall bear no obligation to release any deliverable in the absence of full payment settlement.
§ 3.5
Payment Delay and Project Hold
Any delay or default in the payment of dues at the agreed milestones shall entitle the Agency to suspend, defer, or place on hold all project activities without liability. Time shall be of the essence in respect of all payment obligations, and no grace period shall be implied unless expressly agreed in writing. The Agency reserves the right to invoke applicable provisions under the Contract Act, 1872 in the event of material payment default.
General Provisions & Governing Law
§ 4.1
Severability
Should any provision of this Policy be held invalid, unenforceable, or contrary to applicable law by a court or tribunal of competent jurisdiction, such invalidity shall not affect the remaining provisions, which shall continue in full force and effect. The offending provision shall be construed, to the maximum extent permissible, in a manner consistent with the original intent of the parties.
§ 4.2
Amendments and Updates
The Agency reserves the right to revise, amend, or update this Policy at any time, with such amendments taking effect upon publication on the Agency's official website or upon written notification to the Client, whichever is earlier. Continued engagement following such notification shall constitute the Client's acceptance of the revised terms.
§ 4.3
Governing Law and Jurisdiction
This Policy and all engagements arising therefrom shall be exclusively governed by and construed in accordance with the laws of the Islamic Republic of Pakistan, including the Contract Act, 1872, the Electronic Transactions Ordinance, 2002, the Prevention of Electronic Crimes Act, 2016, and the Digital Personal Data Protection Act, 2025. Any dispute, controversy, or claim arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Karachi, Sindh.
§ 4.4
Entire Agreement
This Policy, together with any project-specific agreement executed between the Agency and the Client, constitutes the entire and exhaustive contractual understanding between the parties with respect to the subject matter hereof, superseding all prior negotiations, representations, warranties, understandings, and agreements, whether oral or written. This document constitutes a legally binding instrument. Clients are encouraged to seek independent legal counsel prior to engagement if required.
Frequently Asked Questions
No. All direct calls — whether telephonic, WhatsApp audio, or video — are not entertained without a prior scheduled appointment. All communication must be formally arranged in advance through the Agency's designated scheduling system. Unsolicited calls will not be acknowledged or responded to.
The Agency conducts all scheduled meetings exclusively via Google Meet or Zoom. Requests to meet on any other platform — including Teams, Skype, or informal video tools — will be declined. Clients are advised to ensure they have access to either of these platforms before commencing the engagement.
All change requests must be submitted in precise, written, word-for-word form through the designated shared document or Google Sheet maintained for your specific project. Verbal instructions, WhatsApp messages, and informal directives hold no legal or operational validity and will be disregarded entirely.
Each project includes a maximum of three (3) complimentary rounds of revisions. These must be utilised within the active project lifecycle and are non-transferable and non-cumulative. Any revision request beyond the third round will be billed at the Agency's prevailing additional revision rate.
No. Upon formal delivery of the final project, the complimentary revision entitlement is extinguished — regardless of how many rounds remain unused. All post-delivery modification requests, without exception, are subject to full commercial charges. Unused revision rounds do not carry forward.
No. The advance payment is irrevocably and unconditionally non-refundable under all circumstances. This applies even in cases of a change of mind, withdrawal of instruction, or a refund request made the very next day after payment. The advance represents consideration for the reservation of the Agency's resources, time, and expertise, and its non-refundability is enforceable as agreed liquidated damages under the Contract Act, 1872.
Only in exceptional and expressly approved cases. The Agency may, at its sole discretion, permit an initial advance of 75%–85% of the total agreed fee. This is not a standard or default option. The remaining balance becomes due upon 50% project completion, and final deliverables are only released upon receipt of 100% of the total fee.
Any delay or default in payment at agreed milestones entitles the Agency to suspend, defer, or place all project activities on hold — without liability. No grace period is implied unless explicitly agreed to in writing. Time is of the essence in all payment obligations under this Policy.
If delays in delivery arise from the Client's failure to provide approvals, assets, feedback, or requisite information in a timely manner, the projected delivery timeline will be extended commensurately. This does not constitute a breach of contract by the Agency, and no penalty, discount, or claim shall arise from such client-side delays.
This Policy is exclusively governed by the laws of the Islamic Republic of Pakistan, including the Contract Act, 1872, the Electronic Transactions Ordinance, 2002, the Prevention of Electronic Crimes Act, 2016, and the Digital Personal Data Protection Act, 2025. All disputes are subject to the exclusive jurisdiction of the courts of Karachi, Sindh.
Yes. The Agency reserves the right to revise, amend, or update this Policy at any time. Amendments take effect upon publication on the Agency's official website or upon written notification to the Client, whichever is earlier. Continued engagement after such notification constitutes acceptance of the revised terms.
