Company Policy

Last updated: March 2026

At AdCendes, we hold ourselves to the highest standards of professionalism, transparency, and ethical conduct. This Company Policy outlines our commitments to clients, partners, and the broader business community.

1. Our Mission

AdCendes is a Singapore-based digital marketing consultancy dedicated to helping SMEs achieve measurable growth through performance-driven strategies. We believe every business deserves access to professional marketing expertise, regardless of size or budget.

2. Transparency & Honesty

• We provide honest reporting — if results dip, we acknowledge it, explain the causes, and present our action plan. We never hide bad results.
• All pricing is communicated upfront with no hidden fees. Ad spend is always paid directly by the client to the platform — we never mark up media costs.
• We set realistic expectations. Digital marketing takes time; we will never guarantee specific rankings, leads, or revenue figures.

3. Client-First Principles

• Account ownership: All ad accounts, data, and campaign history belong to the client at all times. If a client leaves, everything stays with them.
• No lock-in tricks: Our minimum commitments exist because results need time to compound — not to trap clients. We earn continued business through performance.
• Fair pricing: We offer scope adjustments rather than price cuts. If a client's budget changes, we work with them to find the right fit.

4. Quality Standards

• Every deliverable includes up to 2 rounds of revisions at no extra cost.
• Monthly reports are delivered by the 5th of the following month, with actionable insights — not just data dumps.
• Weekly or bi-weekly optimisation is standard for all active campaigns.
• All content is reviewed internally before publishing. We never auto-post without approval.

5. Data Protection & PDPA Compliance

We comply fully with Singapore's Personal Data Protection Act 2012 (PDPA):

• We never buy, scrape, or harvest email lists or phone numbers.
• All contact forms include proper consent mechanisms.
• Client platform credentials are stored securely and shared only with authorised team members on a need-to-know basis.
• Retargeting and tracking pixels are implemented with proper cookie consent where required.
• We advise all clients on PDPA compliance as part of our onboarding process.

6. Communication Standards

• We respond to client communications within 1 business day.
• Strategy calls are included in all packages — monthly at minimum, bi-weekly for premium tiers.
• We never blame clients in written communications, even when delays are caused by late approvals or missing content.
• All performance discussions are constructive and solution-focused.

7. Ethical Marketing Practices

• We do not engage in black-hat SEO, click fraud, fake reviews, or deceptive advertising practices.
• All ad copy and landing pages are truthful and comply with platform advertising policies.
• We respect competitor intellectual property and do not engage in negative competitive tactics.
• Influencer partnerships are always disclosed in compliance with Singapore advertising standards.

8. Team & Professional Development

• Our team members are trained on the latest platform updates, algorithm changes, and industry best practices.
• We maintain certifications in Google Ads, Meta Blueprint, and other relevant platforms.
• Knowledge is documented and shared through our internal playbook to ensure consistent service quality.

9. Scope & Boundaries

• Work is performed strictly within the agreed scope. Requests outside the scope are addressed through our add-on services at published rates.
• We never perform extra work without written confirmation from the client.
• All scope changes are documented for transparency and future reference.

10. Complaints & Escalation

If you're unhappy with any aspect of our service:

• Step 1: Raise it with your Account Manager — most issues are resolved at this level.
• Step 2: If unresolved, escalate to the Management team via email.
• Step 3: For formal complaints, write to our Director. We commit to responding within 5 business days.

11. Updates to This Policy

This Company Policy may be updated periodically to reflect changes in our practices or regulations. The latest version is always available on our website.