Effective Date: 09-01-2024

Agency Name: Universal Digital Agency

Email: contact@universaldigitalagency.com

Website: www.universaldigitalagency.com

📅 Working Hours & Availability

The agency operates Monday to Saturday, 10:00 AM – 5:00 PM (PKT).
No work or communication will be entertained on Sundays and National/Public Holidays (including Eid), unless pre-approved with additional urgent fees.
All meetings or urgent requests outside business hours will be subject to additional service charges, decided based on workload and availability.

🌐 Global Time Zone Coordination & Dedicated Support

At Universal Digital Agency, we recognize the importance of seamless collaboration across borders. While the execution of tasks and internal operations are aligned with Pakistan Standard Time (PKT), we go the extra mile to ensure our international clients face no inconvenience or communication delays.

For every international engagement, a dedicated client success representative is assigned who operates in accordance with your local time zone. This ensures that all project discussions, status updates, and feedback cycles are handled in a timely, professional, and culturally aware manner eliminating any communication barriers and reinforcing our commitment to a truly global standard of service.

📞 Communication & Revision Protocol

All communication is to be done through email, WhatsApp, or project management platforms.
Unscheduled phone calls, voice notes, or personal messages will not be accepted as formal requests and will be strictly discouraged.
Each project includes a maximum of 2 free revisions. Any revision after that will be billed separately.
Revisions must be sent in written form, clearly and collectively. Fragmented or vague requests may be ignored or delayed.
Urgent or last-minute revisions (within 12–24 hours) will be charged at additional fees, decided on a case-by-case basis.

💳 Monthly Payment Policy

All monthly service-based projects (e.g., social media management, video editing, website maintenance, etc.) will follow this payment cycle:

• Invoice issued between 1st to 3rd of each month.
• Payment to be cleared by 8th of the month (advance payment).
• If payment is not received by 10th of the month, the agency reserves the right to pause all services immediately.
• If payment remains unpaid beyond 15th, the agency holds the full legal right to terminate the contract and even remove or delete the client’s hosted content, including websites, pages, or scheduled posts, without prior notice.

⚠️ Rush Work, Holiday Projects & After-Hours Service

Any project requiring delivery within 24 hours, or during non-working hours or holidays, will incur a minimum of 30-50% additional fee, depending on complexity.
Projects or edits required during Eid, National Holidays, or agency-off days will only be accepted if booked at least 7 working days in advance, with extra service fee added.
We reserve the right to refuse any urgent task that affects the schedule or quality of other ongoing projects.

💼 Project Scope, Delays & Inactivity

All tasks outside the original project scope will be charged separately, no exceptions.
Client-caused delays (e.g., missing content, slow approvals) will affect delivery dates; the agency is not liable for timeline shifts caused by client-side issues.
If a project remains inactive for 5 business days, it will be marked as “on hold”, and rescheduling charges may apply when resumed.

💰 Refunds & Cancellations

No refunds will be issued on:

• Advance payments after the first draft has been shared.
• Monthly retainers once the invoice cycle has begun.
• If the client chooses to terminate the project mid-way, no amount will be refunded for completed or partially completed work.

🗂️ Data & File Responsibility

Final files will be provided upon payment clearance. Files are stored only for 7 days post-delivery.
The client is responsible for downloading and backing up files promptly. The agency will not be liable for lost files after the 7-day period.

There will be no revision after 7 days. Extra Charges will be applied to revisions.

👥 Professional Conduct Clause

The agency operates with a high standard of professionalism and expects the same from clients.
Any form of abusive, rude, threatening, or disrespectful behavior will lead to immediate contract termination without refund.
Legal action may be taken in case of harassment, blackmail, or public defamation attempts.

🔒 Intellectual Property & Hosting Rights

All work remains the intellectual property of Universal Digital Agency until full payment is received.
In case of non-payment or contract violation, the agency has full right to:

• Revoke access to delivered content.
• Remove hosted files or pages.
• Reassign licenses or subscriptions.

Note: These policies are subject to change at the agency’s discretion and will be shared in writing when updated.