Refund & Cancellation Policy
This Refund and Cancellation Policy outlines the terms under which DigiSutra Solutions accepts service cancellations and processes refunds. Digital marketing services are highly customised and resource-intensive engagements. Please read this policy carefully before engaging our services. By signing a Service Agreement or making payment, you acknowledge and accept this policy.
01.General Policy Overview
DigiSutra Solutions provides professional digital marketing services that require significant upfront investment in planning, research, strategy, and execution. Due to the nature of these services — which involve allocation of specialist staff time, third-party tools, and proprietary resources — our refund policy is structured to reflect this reality.
We are committed to client satisfaction and encourage open communication if you have concerns about service delivery. Our priority is always to resolve issues through improved performance rather than cancellation.
02.Monthly Retainer Services
Cancellation Notice
Monthly retainer services (SEO, PPC management, social media management, email marketing, etc.) require a minimum 30-day written notice of cancellation prior to the next billing cycle. Notice must be sent to Info@digisutrasolutions.com with subject line 'Service Cancellation – [Your Company Name]'.
Billing During Notice Period
You will be billed for services rendered during the 30-day notice period. The final invoice covers all work completed through the end of the notice period.
Refund Eligibility
Monthly retainer fees are generally non-refundable once work for that period has commenced. If you cancel mid-month, no partial refund is issued for the current billing cycle.
- →Cancellation with 30+ days notice: No further charges after the current billing period
- →Cancellation with less than 30 days notice: One additional month's retainer fee may apply
- →Cancellation due to DigiSutra's material breach: Pro-rated refund for unused portion of the current month
03.Project-Based Services
For one-time project engagements (website design & development, brand identity, campaign setup, etc.):
Deposits
Project deposits (typically 30–50% of total project value) are non-refundable once project work has commenced, as they cover initial planning, discovery, and resource allocation.
Mid-Project Cancellation
If you cancel a project after work has commenced, you will be billed for all work completed up to the point of cancellation at our standard hourly rates. Any amount paid in excess of work completed will be refunded.
- →Cancellation before work commences: Full refund of any deposit paid (within 5 business days)
- →Cancellation after 25% completion: Deposit retained; no additional charge
- →Cancellation after 50% completion: Deposit retained + billing for additional work completed
- →Cancellation after 75% completion: Full project fee may be charged
Delivered Deliverables
For any deliverables already approved and delivered to you (e.g., logo files, website pages, written content), no refund is available as ownership has transferred to you upon payment.
04.Advertising Spend (Media Budget)
Advertising spend budgets paid to DigiSutra Solutions for deployment on third-party platforms (Google Ads, Meta Ads, LinkedIn Ads, etc.) are subject to different rules:
- →Unspent advertising budget: Fully refundable within 15 days of cancellation request
- →Spent advertising budget: Non-refundable once deployed on advertising platforms
- →Platform fees charged by Google, Meta, etc.: Non-refundable regardless of campaign performance
- →Management fees on advertising services: Subject to the standard retainer cancellation policy above
We recommend requesting a hold on ad spend immediately upon deciding to cancel to minimise unrecoverable costs.
05.Free Tools and Resources
All 44 free tools available at digisutrasolutions.com/resources are provided free of charge with no payment involved. No refund policy applies to free tools.
If a free tool produces unexpected results or errors, please contact us at Info@digisutrasolutions.com and we will address technical issues promptly.
06.Refund Process
To request a refund, please follow this process:
- →Step 1: Email Info@digisutrasolutions.com with subject 'Refund Request – [Your Company Name] – [Invoice Number]'
- →Step 2: Include your reason for cancellation and the services/period for which you are requesting a refund
- →Step 3: Our accounts team will review your request within 5 business days and respond with a determination
- →Step 4: Approved refunds are processed within 10–15 business days via the original payment method
- →Step 5: Bank transfer refunds may take an additional 3–7 business days to appear in your account
Credit card refunds are subject to processing timelines set by your card issuer and may appear within 5–10 business days after we initiate the refund.
07.Non-Refundable Items
The following are expressly non-refundable under any circumstances:
- →Third-party software licences or subscriptions procured on your behalf
- →Domain registration and renewal fees
- →Stock photography, video, or music licences purchased for your campaigns
- →Advertising spend already deployed on digital platforms
- →Strategy documents, audits, or research reports that have been delivered
- →Rush fees or expedited service charges
- →Onboarding and setup fees
- →Training or consultation sessions already conducted
08.Service Failure and Remedies
If DigiSutra Solutions fails to deliver services as specified in your Service Agreement, our first commitment is to resolve the issue and deliver what was promised. If a resolution is not achievable:
- →We will provide a service credit for future services
- →For clear material breach on our part, a pro-rated refund may be issued
- →We will provide written documentation of the issue and our proposed resolution
Performance shortfalls (e.g., not achieving target rankings or ROAS) do not automatically constitute service failure, as digital marketing results depend on many factors outside our control. However, if we have not followed agreed strategies or delivered contracted deliverables, appropriate remedies apply.
09.Dispute Resolution
If you believe a refund is warranted and we have declined your request, you may:
- →Request escalation to senior management by emailing Info@digisutrasolutions.com with 'Escalation' in the subject
- →Initiate formal dispute resolution as outlined in our Terms of Service (mediation, then arbitration)
- →For credit card payments, initiate a chargeback through your card issuer — though we strongly encourage direct resolution first
We take all refund disputes seriously and aim to reach a fair resolution. Chargebacks initiated without prior communication to DigiSutra Solutions may result in suspension of services and may affect your eligibility for future engagement.
10.Changes to This Policy
DigiSutra Solutions reserves the right to modify this Refund and Cancellation Policy at any time. Changes take effect upon posting to our website. The policy in effect at the time of your Service Agreement signing or payment governs any disputes arising from that engagement.
For any questions about this policy, please contact Info@digisutrasolutions.com before engaging our services.
Questions About This Policy?
If you have any questions, concerns, or requests regarding this policy or your personal data, please contact our team: