How We Work: Clear Rules, No Surprises
Running an agency that guarantees ROI requires strict policies. Here’s exactly how we operate, what we promise, and what we expect from you.
Privacy Policy
What We Track We monitor every visitor to your website and every response to your campaigns. We track devices, locations, behaviors, and conversions. This data never leaves our secure servers and is never sold to third parties.
What We Share Your competitors will never know you’re our client unless you tell them. Your data remains yours. When our engagement ends, we delete everything within 30 days or transfer it all to you.
What We Protect All client data is encrypted and stored on African servers. We comply with Ghana’s Data Protection Act and GDPR where applicable. Breach response time: 2 hours.
Refund Policy
The 90-Day ROI Guarantee If your marketing doesn’t generate positive ROI within 90 days, we continue working for free until it does. This assumes you’ve approved our recommended strategy and budget.
What’s Not Refundable
- Ad spend (paid directly to platforms)
- Third-party tools and software
- Work completed after a positive ROI is achieved
How to Request a Refund: Email finance@brandhiveafrica.com with your campaign data.Â
Response within 24 hours. Resolution within 72 hours.
Service Level Agreement
Response Times
- Emergency (campaigns down): 30 minutes
- Urgent (performance issues): 2 hours
- Standard requests: 24 hours
- Reports and analysis: 48 hours
Working Hours Monday-Friday: 8 AM – 6 PM GMT Saturday: 9 AM – 1 PM GMT Sunday: Monitoring only (emergency response available)
Communication Channels Primary: WhatsApp Business Secondary: Email Emergency: Direct phone line
Client Responsibilities
For our guarantee to apply, you must:
- Provide access to all marketing platforms within 48 hours
- Approve campaigns within 3 business days
- Fund ad spend on time
- Share accurate sales data weekly
- Attend monthly strategy calls
Failure to meet these responsibilities voids our guarantee.
Intellectual Property
What You Own
- All creative assets we produce
- Campaign data and customer lists
- Website code and content
- Marketing strategies after final payment
What We Retain
- Our proprietary frameworks and systems
- Anonymised performance data for case studies
- The right to say we worked with you (unless NDA signed)
Billing and Payment
Payment Terms
- Monthly retainer: Due by 1st of each month
- Project work: 50% upfront, 50% on completion
- Ad spend: Directly to platforms (never through us)
- Late payment: 5% penalty after 7 days
Accepted Payment Methods
- Bank transfer (Ghana banks)
- Mobile money (MTN, Vodafone, AirtelTigo)
- International wire transfer
- Credit card (3% processing fee)
7. TERMS AND CONDITIONS PAGE
Terms and Conditions of Service
Effective Date: [Current Date] Last Updated: [Current Date]
These terms constitute a legally binding agreement between Brand Hive Africa (“Agency,” “we,” “us”) and you or the entity you represent (“Client,” “you”).