Refund & Cancellation Policy

1. General Billing Principles

At Mizanul Islam and Grow Up ("Company", "we", "us"), we deliver high-caliber growth engineering, server-side tracking (CAPI) infrastructure, and performance media buying. Because our solutions involve upfront technical engineering, strategy time, and cloud server provisioning, refunds are handled strictly according to the service categories outlined below.

2. 1-on-1 Strategy Consultations

Strategy consultation sessions booked through our platform reserve dedicated expert time and custom account pre-audits.

• Cancellation & Rescheduling: You may reschedule your consultation at no additional cost up to 12 hours prior to the scheduled call time. Cancellations made at least 24 hours prior to the session are eligible for a 100% full refund.
• Completed Calls: Once a 1-on-1 strategy consultation session has been conducted, the fee becomes strictly non-refundable.
• No-Shows: Failure to attend a scheduled session without prior notice will result in the forfeiture of the consultation booking fee.

3. Monthly Performance Retainers

For ongoing growth management and performance ad agency retainers:

• Cancellation Notice: Clients may cancel monthly retainer agreements by providing a 14-day written notice prior to the start of the next billing cycle.
• In-Cycle Retainers: Monthly retainer fees paid for an active billing cycle are non-refundable once ad management, campaign optimization, or creative testing work has begun.
• Ad Spend: Direct ad spend payments made directly to ad networks (Meta, Google, TikTok) are billed directly by those platforms and are outside the scope of Grow Up refunds.

4. Service Discrepancies & Remediation

If a technical tracking pipeline or custom script fails to function as specified in the agreed project scope due to an internal engineering error, our team will provide prompt remediation and debugging within 7 business days at no additional charge.

5. Refund Request Process

To submit a formal refund or cancellation request, please follow these steps:

• Send an email to our support team or submit a message via our Contact Page with the subject line "Refund Request - [Invoice Number]".
• Provide transaction details, booking references, and the specific reason for your request.
• Approved refunds will be processed back to the original payment method (bKash, Nagad, Direct Bank Wire, or Card) within 5 to 10 business days.

6. Contact Information

For any billing inquiries or questions regarding this Refund & Cancellation Policy, please contact us directly:

• Brand: Grow Up / Mizanul Islam
• Address: Behind Hazrat Shahjalal International Airport, Cybercity Square, Dhaka, Bangladesh - 1230
• Support Form: Get in Touch