Refund & Cancellation Policy
Terms governing refunds, cancellations, and payment disputes
Effective Date: January 1, 2026
Last Updated: January 1, 2026
Version: 1.0 | Legal Document
Policy Overview & Service Nature
This Refund & Cancellation Policy ("Policy") outlines the terms governing refunds, cancellations, and payment-related matters for all services provided by Digisutra Solutions Private Limited ("Company", "we", "our", "us"). By engaging our services, you ("Client", "Customer", "you", "your") agree to be bound by this Policy.
Important Notice:
Due to the customized, intangible, and labor-intensive nature of digital services, all sales are generally considered final. Please read this Policy carefully before engaging our services.
1. Service Categories & Nature
1.1 Digital Services
- • Search Engine Optimization (SEO)
- • Pay-Per-Click Advertising (PPC)
- • Social Media Marketing (SMM)
- • Content Marketing & Strategy
- • Email Marketing Campaigns
- • Digital Advertising Management
1.2 Development Services
- • Website Design & Development
- • E-commerce Solutions
- • Custom Web Applications
- • UI/UX Design & Prototyping
- • Mobile Responsive Development
- • CMS Development & Customization
Service Characteristics:
- • Customized to specific client requirements
- • Labor-intensive with expert resource allocation
- • Time-sensitive with project scheduling
- • Intangible deliverables (digital assets, code)
- • Requires significant upfront planning and resources
2. General Refund Principles
2.1 No Automatic Refunds
We do not provide automatic refunds for services once work has commenced. All payments are considered compensation for expertise, time, and resources allocated.
2.2 Performance Commitment
We commit to delivering services with professional expertise, adhering to agreed specifications, and maintaining transparent communication throughout the engagement.
2.3 Refund Philosophy
Quality Commitment
Professional Effort
We guarantee 100% professional effort and quality work but do not guarantee specific business outcomes as these depend on numerous external factors.
3. Refund Eligibility & Scenarios
3.1 Eligible Refund Scenarios
| Scenario | Eligibility | Refund Amount | Documentation Required |
|---|---|---|---|
| Duplicate Payment | Eligible | 100% of duplicate amount | Payment receipts, transaction IDs |
| Service Not Initiated | Eligible | 100% (minus processing fees) | Signed agreement, payment proof |
| Material Breach by Us | Eligible | Pro-rata based on work done | Written evidence of breach |
| Mutual Agreement | Eligible | As mutually agreed in writing | Signed mutual agreement |
3.2 Project Phase Refunds
Discovery & Planning Phase
Before project kickoff
Development/Execution Phase
Work in progress
Completion & Delivery Phase
After final delivery
4. Non-Refundable Scenarios
4.1 Strictly Non-Refundable
Completed Services
Services that have been fully delivered and accepted
Custom Development
Custom code, designs, or solutions created specifically
Third-Party Costs
Advertising spend, software licenses, hosting fees
Change of Mind
After project commencement or resource allocation
4.2 Additional Non-Refundable Cases
- ✗Delays caused by client-side approvals or content provision
- ✗Results not meeting subjective expectations or business goals
- ✗Services affected by factors beyond our control (market changes, algorithm updates)
- ✗Termination due to client breach of agreement
5. Subscription & Retainer Services
5.1 Monthly Retainers
Services continue until the end of the paid billing cycle after cancellation notice.
5.2 Annual Subscriptions
6. Third-Party Costs & Advertising
6.1 Advertising Spend
| Platform | Refund Policy | Client Responsibility |
|---|---|---|
| Google Ads | Non-refundable | Direct payment to Google or reimbursement to us |
| Meta (Facebook/Instagram) Ads | Non-refundable | Direct payment to Meta or reimbursement to us |
| LinkedIn Ads | Non-refundable | Direct payment to LinkedIn or reimbursement to us |
All advertising spend is governed by the respective platform's terms and is strictly non-refundable.
6.2 Software & Tools
- • Premium software licenses
- • Stock images/videos/music
- • Domain registrations
- • Hosting services
- • SSL certificates
- • Premium plugins/themes
All third-party tool costs are non-refundable once purchased.
6.3 Setup & Onboarding
- • Account setup fees
- • Platform configuration
- • Initial strategy development
- • Tool integration costs
- • Training sessions
- • Documentation preparation
One-time setup and onboarding fees are non-refundable.
7. Cancellation Process & Timeline
7.1 Cancellation Steps
Written Notice
Submit cancellation request via email to info@digisutrasolutions.com with Subject line: CANCELLATION REQUEST. Include body:
- • Project/service name
- • Client name and contact details
- • Reason for cancellation
- • Desired cancellation date
Review & Assessment
We will review the request within 3 business days and assess:
- • Work completed to date
- • Resources allocated
- • Third-party costs incurred
- • Contractual obligations
Settlement Proposal
We will provide a settlement proposal within 5 business days including:
- • Work delivered value
- • Outstanding payments
- • Refund amount (if applicable)
- • Next steps
7.2 Notice Periods
Project Services
30
Days notice required
Monthly Retainers
30
Days before next billing
Annual Contracts
60
Days notice required
8. Refund Processing & Timelines
8.1 Processing Steps
8.2 Refund Method
8.3 Processing Fees
| Fee Type | Amount | Description |
|---|---|---|
| Payment Gateway Fee | 2-3% of refund amount | Non-refundable processing fee |
| Bank Charges | ₹500 or actual | Wire transfer or processing charges |
| Currency Conversion | 1-2% of amount | Applied for international refunds |
9. Dispute Resolution & Chargebacks
9.1 Chargeback Policy
Initiating a chargeback or payment dispute without first contacting us violates our terms and may result in:
- • Immediate suspension of all services
- • Permanent termination of business relationship
- • Legal action to recover costs and damages
- • Reporting to credit bureaus and business registries
- • Counter-claim with payment processors
Required Steps Before Dispute:
- Contact info@digisutrasolutions.com
- Allow 7 business days for resolution attempt
- Provide supporting documentation
- Participate in mediation if offered
9.2 Dispute Resolution Process
Days Initial Response
Days Resolution Attempt
Days Mediation Period
We prefer to resolve disputes amicably through negotiation before escalating to formal dispute resolution.
10. Force Majeure & Special Circumstances
10.1 Force Majeure Events
We shall not be liable for refunds or compensation in cases of force majeure including:
Natural Events
Earthquakes, floods, pandemics, etc.
Technical Issues
Internet outages, server failures, cyber attacks
Legal Events
Government actions, regulatory changes, sanctions
Market Changes
Algorithm updates, platform policy changes
10.2 Client Responsibilities
- • Provide timely feedback and approvals
- • Supply required content and materials
- • Maintain access to necessary accounts
- • Make timely payments as agreed
- • Communicate issues promptly
- • Cooperate with our service delivery process
Failure to fulfill these responsibilities may affect service delivery and refund eligibility.
11. Policy Updates & Applicability
11.1 Updates & Changes
Update Rights
We reserve the right to update this Policy at any time. Updates will be effective immediately upon posting.
Notification
Significant changes will be notified to active clients via email at least 30 days in advance.
Governing Agreement
This Policy supplements but does not replace the signed Service Agreement between parties.
11.2 Jurisdiction & Governing Law
Governing Law
Laws of India, State of Uttar Pradesh
Jurisdiction
Courts in Noida, Uttar Pradesh
12. Contact Information
Accounts & Billing
Email: info@digisutrasolutions.com
Phone: +91-9953900123
Hours: Mon-Fri, 10 AM - 6 PM IST
Dispute Resolution
Email: info@digisutrasolutions.com
Phone: +91-9953900123
For formal dispute notifications only
Registered Office
Digisutra Solutions Private Limited
B-521, iThum Tower, Sector-62
Noida (Uttar Pradesh) – 201301
India
Refund Request Procedure
- Email request to info@digisutrasolutions.com
- Include project details and payment information
- State reason for refund request
- Provide supporting documentation
- Allow 3-5 business days for initial response
By engaging our services, you acknowledge that you have read, understood, and agree to be bound by this Refund & Cancellation Policy.
This Policy was last comprehensively reviewed on January 1, 2026