Complaint Resolution & Refund Policy
Silverpeak Traders (SMC-Private) Limited
Effective Date: 04-11-2025
Silverpeak Traders is committed to providing a transparent, professional, and client-focused experience in Social Media Marketing, Content Marketing, and Event Management. This policy defines the procedures for resolving service discrepancies, reporting fraudulent activity, and processing refunds.
1. Fraudulent Activity & Unauthorized Access
1.1 Reporting Window: Any unauthorized access to your ad accounts (while under our management) or suspected fraudulent billing must be reported within 24 hours to qualify for immediate investigation.
1.2 Required Evidence:
Transaction ID or reference number from the bank/platform.
Screenshots of unauthorized changes in the Ad Manager.
Dates and times of the suspicious activity.
1.3 Action: Silverpeak Traders will immediately pause all active campaigns and conduct a security audit. If the breach occurred due to our internal system failure, we will facilitate a recovery or credit. If the breach occurred due to client-side negligence (e.g., weak personal passwords), our liability is limited.
2. Refund Eligibility and Process
2.1 Verification: All refund requests are processed only after verifying the identity of the primary account holder to ensure compliance with anti-fraud regulations.
2.2 Valid Reasons for Refund:
System Error: Double charges or incorrect billing amounts due to our invoicing system.
Non-Delivery: Failure to start a marketing campaign or plan an event within the agreed-upon timeline.
Material Discrepancy: The final service delivered is fundamentally different from the signed Scope of Work (SOW).
2.3 Non-Refundable Scenarios:
Ad Spend: Payments made to Meta, Google, or TikTok for ad placements.
Change of Mind: "Buyer's remorse" or changing business direction after work has commenced.
Market Performance: Refunds are not granted based on low sales or engagement, as these are subject to market behavior and platform algorithms.
2.4 Deductions: Refunds are subject to the deduction of:
Any taxes already paid to the government (VAT/FED).
Third-party transaction or gateway fees.
3. Service Discrepancy & Performance Complaints
3.1 Complaint Window: Clients must raise concerns regarding content quality or event execution within 72 hours of the specific milestone or event date. 3.2 Resolution Timeline: * Acknowledgment: Within 24 hours.
Resolution: Standard cases are resolved within 7 working days. Complex disputes involving third-party vendors (e.g., event venues) may take up to 14 days.
4. Dispute Mediation
If a dispute arises regarding the quality of a creative asset or an event service, Silverpeak Traders will:
Review the original contract/SOW.
Offer a re-work or revision as the first course of action.
If a resolution cannot be reached, a partial credit for future services may be offered at the management's discretion.
5. Legal Disclaimer
Silverpeak Traders acts as a service provider and consultant. While we manage platforms like Facebook and Google on your behalf, we do not own these platforms. We are not liable for account bans or reach drops caused by changes in third-party platform policies.
7. How to Lodge a Complaint
To ensure your issue is tracked and resolved, please follow these steps:
Email: Send a detailed description to traderssilverpeak@gmail.com.
Subject Line: "Complaint - [Your Company Name] - [Transaction ID]".
Include: Your full name, the specific service in question, and any supporting screenshots or documents.
8. Contact Information
Email: traderssilverpeak@gmail.com
Phone: 0322 5712905
Address: Shop No. 10, HS Flat, Gulberg No. 01, Saddar, Peshawar Cantt, Pakistan
© 2025 Silverpeak Traders (SMC-Private) Limited. All rights reserved.