Social media that makes brands look good online.

These policies apply to all The Panda Paw services, packages, projects and branding work unless a written agreement states otherwise. The exact deliverables, quantities, platforms, schedule and fees are those confirmed in the selected package or written quotation.

Each social media package is valid for one month, starting on the agreed start date. Deliverables not completed because the client delayed providing materials, feedback, approvals or access may not be carried forward beyond the package period unless The Panda Paw agrees in writing. Any extension or additional work may require an additional fee.

Before selecting a package, The Panda Paw will provide three complimentary sample designs. If the client likes the samples and decides to proceed, the client may select a package, and work will begin once the package and scope are confirmed. One moodboard is included free of charge for the first time in each package. If the client upgrades the package, one additional moodboard may be provided; if the client downgrades the package, no additional moodboard is included.

Unless otherwise stated in the quotation, payment may be made in full before work begins, or in two instalments: 50% before work begins and 50% when the completed content is shared for final handover. The final instalment is due immediately upon delivery of the completed content. Final, unwatermarked files and handover of deliverables may be withheld until all outstanding amounts are paid. Additional work, third-party expenses and approved out-of-scope requests are charged separately.

Each post or story includes up to two rounds of revisions, unless the package states otherwise. A revision round means one consolidated set of feedback from the client. Requests that change the original brief, approved direction, format or deliverable may be treated as new work and charged separately. Once a design or content item is approved, it cannot be redesigned unless there is an error attributable to The Panda Paw or both parties agree to a paid change. The client is responsible for checking spelling, prices, dates, product details and other supplied information before approving content.

The client must provide accurate brand assets, logos, guidelines, product information, photographs, offers, contact details and any required permissions in a timely manner. If brand guidelines are not provided, The Panda Paw may propose a suitable visual direction for the client's approval. The client confirms that it has the rights and permissions needed to use all materials it supplies. Delays in supplying materials, feedback, approvals or account access may affect the schedule and do not automatically extend the package period.

The Panda Paw will share the agreed content, such as designs, captions, content calendars and photographs, with the client for review before publishing, where publishing is included in the package. The client must approve content in writing before it is published. If the client does not respond within the agreed review period, the schedule may be delayed. The Panda Paw will not publish unapproved content unless the client has expressly authorized a different approval process in writing.

Unless expressly included in a written agreement, The Panda Paw does not create, fund or manage paid advertising campaigns. The client is responsible for placing and paying for boosts or ads directly through the relevant platform and for its advertising budget. Platform fees and ad spend are not included in The Panda Paw's service fees. Once a post has been boosted or an ad has been submitted, edits may be restricted by the platform; the client may need to stop the promotion and create a new one. Platform rules, approvals, delivery and results are outside The Panda Paw's control.

Unless community management is specifically included in the selected package, The Panda Paw does not reply to customers, comments, direct messages or enquiries on the client's social media accounts. The client remains responsible for customer service, order handling, complaints and sales enquiries.

The Panda Paw will provide the client with the photographs taken for the project, up to the quantity included in the selected package or quotation. Deliverables will be supplied in the formats stated in the package. Raw files, project files, editable source files and photographs beyond the package quantity are not included unless expressly agreed in writing. Any reshoot requested because of a change in client preference or brief may incur an additional fee; errors attributable to The Panda Paw will be reviewed and corrected appropriately.

For branding projects, The Panda Paw will provide the number of logo concepts specified in the selected package or quotation. If the client rejects all included concepts and requests another logo concept, an additional fee of 10 KWD applies per additional concept, with the client's approval before the additional work begins. No refund is available once the branding designs have been completed and shared with the client, subject to applicable law. The client receives the agreed final deliverables after full payment; unused concepts and working files remain excluded unless agreed otherwise. The client is also entitled to five complimentary designs for their social media account as part of the branding offer.

If the client cancels before work begins, the client may receive a full refund of amounts paid, less any non-refundable third-party costs already approved by the client. Once work has begun, any refund will reflect the work completed, costs incurred and deliverables already supplied, subject to applicable law and the written agreement. Completed designs that have been shared with the client are not automatically refundable. The Panda Paw may decline or discontinue a project involving unlawful, misleading, abusive, discriminatory or otherwise harmful content. If The Panda Paw declines a project before work begins, payments received for that project will be refunded; if work has begun, the parties will settle for work completed and costs incurred.

After full payment, the client may use the final approved deliverables for the purposes agreed in the package or quotation. The Panda Paw retains ownership of preliminary concepts, rejected designs, templates, methods and working/source files unless otherwise agreed in writing. The Panda Paw may display publicly released work in its portfolio and marketing materials unless the client requests confidentiality in writing before publication. The client must not use or distribute unpaid or rejected concepts without written permission.

The Panda Paw will contact the client's designated representative to discuss the client's requirements, ideas and expectations and to coordinate the project. The client should appoint one authorized contact person to provide consolidated feedback and approvals. Both parties will use the communication channel agreed at the start of the project. Response times and working hours will be communicated by The Panda Paw; immediate or round-the-clock responses are not guaranteed. Requests made outside the agreed scope or after project completion may require a new quotation.

Both parties should keep confidential business information, login details, customer data and unpublished materials secure and use them only for the project. The client should provide access through appropriate platform permissions where possible and must not share passwords in public channels. The Panda Paw will use client information only as needed to perform the agreed services and will not knowingly disclose it to unauthorized parties, except where required by law or necessary to deliver the service through approved providers.

The Panda Paw will perform the agreed services with reasonable professional care but does not guarantee specific reach, engagement, sales, followers, ad approvals or business results. Social platforms may change their features, policies, availability and algorithms at any time. The Panda Paw is not responsible for platform outages, rejected ads, account restrictions or changes outside its reasonable control.

By confirming a package, approving a quotation or authorizing The Panda Paw to begin work, the client confirms that they have read and accepted these policies. Any exception must be agreed in writing by both parties. These policies should be read alongside the package details and quotation. If any term conflicts with applicable law, the applicable law will prevail.