In the context of the marketing services industry requiring increasingly higher standards of transparency and quality commitment, Cosagency has established a return and refund policy to ensure consistency, build trust, and minimize risks for customers throughout the collaboration process. This policy reflects our operational philosophy: doing things right from the start, grounded in standardized procedures and respect for our partners.
1. Purpose of the Return and Refund Policy
This policy is established to:
- Optimize customer experience when using services at Cosagency.
- Minimize discrepancies between initial commitments and final deliverables.
- Protect the legitimate rights of customers and the company.
- Create a transparent and long-term partnership built on execution quality.
We understand that each marketing project has its own characteristics, requiring fair evaluation based on data and actual performance. Therefore, any request for adjustments, returns, or refunds will be handled according to principles of fairness – clarity – and proper procedure.
2. Scope of Application
This policy applies to all services provided by Cosagency on the website dichvumarketingonline.com, including but not limited to:
- Integrated marketing services
- KOL/KOC booking services
- Social media management services
- Content creation services (content, video, design)
- Advertising services
- Strategic consulting services
- Product legal compliance services
Depending on the nature of each service category, the return/refund mechanism may vary to align with the level of implementation and resources already invested by Cosagency.
3. Conditions for Requesting a Return or Refund
Cosagency accepts return or refund requests under the following conditions:
3.1. Service has not been initiated
If the customer has made payment but the service has not been performed (no planning, no content production, no ads launched…), the customer may request a 100% refund.
3.2. The delivered service deviates from commitments
Customers may request adjustments or partial refunds if:
- The delivered content is completely inconsistent with the approved brief.
- The marketing plan or design output does not follow agreements confirmed via written documents/email.
- Cosagency experiences severe delays without prior notice.
In such cases, we prioritize revision – correction – improvement before proceeding with any refund.
3.3. The service cannot be executed due to objective reasons
Including:
- Platform system errors (Facebook, Google, TikTok…) preventing campaign execution.
- Force majeure events: natural disasters, epidemics, or service interruptions from infrastructure partners.
In these cases, Cosagency will support transferring to an equivalent service or refunding the unused portion.
4. Cases Not Eligible for Refund
To ensure transparency and risk management, Cosagency does not accept refunds in the following situations:
- The customer changes ideas or strategy after the service has been executed.
- The customer fails to provide necessary data (ad accounts, product information, legal documents…) causing project disruption.
- The customer modifies ad accounts, Fanpage, Website, or system without prior notice, affecting performance.
- Subjective requests such as “don’t like it”, “color not suitable”, “not the right emotional feel”… while Cosagency has followed the approved brief.
- Budget-consuming services (Ads, KOL booking, video production, studio rental…) that have been paid to third parties.
We uphold fairness: respecting the efforts, costs, and resources invested.
5. Procedure for Requesting a Return or Refund
Cosagency applies a transparent management process with clear documentation:
Step 1: Submit an official request
Customers submit their request via email or the support system on the website dichvumarketingonline.com.
Required information:
- Contract code or service order code
- Request details
- Detailed reason
- Supporting documents or evidence
Step 2: Verification – Evaluation
Cosagency’s Accounting – Project Department will review:
- Implementation progress
- Delivered work volume
- Resources used (personnel, design, media, third-party costs…)
Processing time: 1–3 business days.
Step 3: Propose the optimal solution
Based on the evaluation, Cosagency will propose:
- Adjustments – revisions – additions
- Switch to another service package
- Partial or full refund
Step 4: Refund payment
Refunds will be processed via bank transfer within 3–7 business days after confirmation by both parties.
6. Refund Levels by Case
| Status of Service | Refund Amount |
|---|---|
| Not initiated | 100% |
| Executed < 30% | 70–80% |
| Executed 30–70% | 30–50% |
| Executed > 70% | No refund, revision support only |
The percentage may be adjusted depending on the nature of each work item.
7. Cosagency’s Commitments
Our refund policy is not just an obligation but a demonstration of Cosagency’s professionalism:
- Transparent communication.
- Accountability to commitments.
- Respect for customers’ budget and time.
- Customer-centric approach.
We believe that a consistent, clear policy builds a strong foundation for long-term, sustainable, and trust-based partnerships.
8. Contact Information for Support
Cosagency – dichvumarketingonline.com
Support email: nguyenvansutt@gmail.com
Phone: 098.5850.122
Office address: No. 2, Street 6B, Binh Tan District, Ho Chi Minh City.