Refund and Cancellation Policy | Digitrust Solutions

Please read this with your project documents.

A signed agreement, statement of work, approved proposal, or invoice may contain additional service-specific terms.

When work is considered started

Work is considered started when discovery, research, audit, planning, strategy, design, content, development, setup, configuration, account work, campaign preparation, meetings, or project-specific communication begins.
Resource reservation, onboarding, requirement analysis, environment setup, and third-party procurement may also constitute commencement where they form part of the engagement.

Payments are not automatically refundable merely because a client changes direction, delays inputs, stops responding, no longer needs the work, or is dissatisfied with a result that was not guaranteed.
Fees attributable to work performed, time spent, accepted milestones, reserved capacity, approved output, consumed retainers, and non-recoverable third-party costs are non-refundable to the extent permitted by law.
Nothing in this policy removes a mandatory refund or remedy available under applicable law.

A verified duplicate payment or accidental overpayment will be refunded or adjusted.
A payment made before any work starts may be considered for refund after deducting payment charges, non-recoverable costs, and any specifically reserved resources disclosed in the project terms.
Where a milestone agreement separates unused future work from completed work, a proportionate unused amount may be considered after reconciliation.
If we cancel for reasons not caused by the client, we will assess a refund of the unused portion after completed work and committed third-party expenses are accounted for.

Discovery, consultation, audit, research, strategy, planning, onboarding, design, content, completed milestones, approved deliverables, and work already performed.
Domains, hosting, cloud usage, software licences, themes, plugins, stock assets, fonts, API credits, creator fees, payment charges, and subscriptions already purchased, allocated, or used.
Advertising spend paid to Meta, Google, creators, publishers, or other media providers, which remains subject to the relevant provider's policy.
Rush work, emergency support, monthly retainers, maintenance allocations, and support hours already reserved or consumed.

Cancellation requests must be submitted in writing through the website contact form or another agreed written channel.
If cancellation occurs after work starts, we may invoice or retain amounts for completed work, work in progress, resource allocation, administrative effort, payment charges, and third-party commitments.
A project paused by the client may be rescheduled subject to availability. A prolonged pause may require revised pricing, technical updates, and a restart fee.
A project may be treated as abandoned after prolonged non-response, missing dependencies, unpaid invoices, or failure to approve next steps after reasonable written reminders.

Recurring or monthly services must be cancelled within the notice period stated in the proposal or agreement. Cancellation takes effect prospectively and does not reverse work or capacity already supplied.
Ad-platform spend and active third-party commitments may continue until they are paused or cancelled in the relevant account. The client remains responsible for charges incurred before cancellation takes effect.
Unused monthly deliverables or hours do not roll over unless the written package expressly allows it.

Submit the request through our website contact form with the client name, invoice or payment reference, service, payment proof, amount, and detailed reason.
We may request supporting information and will assess the request against the project documents, work records, expenses, and applicable law.
An approved refund is ordinarily initiated within 7 to 10 business days after written approval. Banks and payment providers may require additional processing time.
Refunds are generally returned to the original payment method. Transaction fees and foreign-exchange differences may be deducted where they are not recoverable from the provider and deduction is lawful.

These terms and any service engagement are governed by the laws of India.
The parties should first attempt to resolve a dispute through written communication and good-faith discussion for at least 30 days after a written dispute notice, unless urgent interim relief is reasonably required.
If a commercial dispute remains unresolved, it may be referred to arbitration under the Arbitration and Conciliation Act, 1996. The tribunal will consist of a sole arbitrator mutually appointed by the parties, the seat and venue will be New Delhi, India, and proceedings will be conducted in English.
Subject to the arbitration clause, applicable law, and any non-waivable consumer remedy, courts at New Delhi, Delhi will have exclusive jurisdiction.
Nothing in these policies limits any right or remedy that cannot lawfully be excluded, including rights available under applicable consumer-protection law.