Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy outlines the terms under which Sushma Naik, a freelance digital marketing professional ("Service Provider"), handles cancellations and refund requests from clients ("Client").

As digital marketing services are rendered as professional services with significant time, expertise, and resources invested, our refund policy reflects the nature of such services. Please read this policy carefully before engaging our services.

2. Service Nature and Refund Philosophy

Digital marketing services are professional, knowledge-based services that involve substantial time investment, research, planning, strategy development, and execution. Unlike physical products, services rendered cannot be "returned." Our refund policy is therefore structured to be fair to both the Client and the Service Provider.

We are committed to delivering high-quality services and encourage clients to communicate any dissatisfaction promptly so that we can address concerns proactively.

3. Cancellation Policy

3.1 Monthly Retainer Services:

• Clients may cancel monthly retainer services by providing a minimum of 30 days written notice before the next billing cycle
• Services will continue through the end of the current paid month
• No refund will be issued for the current month's fee once services have commenced
• Cancellation requests must be sent via email to sushma.naik@gmail.com

3.2 Project-Based Services:

• Cancellations before project commencement: Full refund of any advance payment, minus a 10% administrative processing fee
• Cancellations after project commencement but before 50% completion: 50% of the total project fee will be charged for work completed; remainder will be refunded
• Cancellations after 50% completion: No refund. The full project fee will be charged for work delivered up to that point

3.3 Cancellation by Service Provider:

Sushma Naik reserves the right to cancel services if:

• The Client violates the Terms and Conditions
• Payment is not received within the agreed timeframe
• The Client requests services that are unethical, illegal, or violate platform policies

In case of cancellation by the Service Provider without cause, a pro-rated refund will be provided for the unused portion of the paid period.

4. Refund Policy

4.1 Non-Refundable Services:

The following are non-refundable under any circumstances:

• Services already rendered and delivered
• Monthly retainer fees for the current active month once services have commenced
• Consultation fees and strategy session fees
• Ad spend or third-party platform costs paid on behalf of the client
• Setup fees, onboarding fees, and account audit fees

4.2 Eligible Refund Situations:

A refund or partial refund may be considered in the following situations:

• Advance payment made for services not yet commenced, subject to a 10% administrative fee
• Double payment made in error by the Client
• Service cancellation by the Service Provider without cause (pro-rated refund for unused period)
• Failure to deliver agreed services due to reasons solely within the Service Provider's control

4.3 No Guarantee of Results:

Refunds will not be provided on the basis of dissatisfaction with marketing results, as digital marketing outcomes depend on multiple external factors (market conditions, platform algorithms, competition, etc.) beyond our control. We do not guarantee specific results such as rankings, follower counts, conversion rates, or revenue figures.

5. Refund Request Process

To request a refund, please follow these steps:

• Step 1: Send an email to sushma.naik@gmail.com with the subject line "Refund Request - [Your Name]"
• Step 2: Include your full name, service engaged, payment date, payment amount, and reason for the refund request
• Step 3: Attach proof of payment (receipt or transaction screenshot)
• Step 4: Allow up to 5-7 business days for review of your request
• Step 5: If approved, the refund will be processed within 7-10 business days to the original payment method

6. Refund Processing Timelines

Approved refunds will be processed as follows:

• UPI / Bank Transfer: 3-5 business days
• Credit / Debit Card: 5-10 business days (dependent on the bank)
• Payment Gateway (Cashfree, Razorpay, etc.): 5-7 business days

Processing times may vary depending on your bank or payment provider. Sushma Naik is not responsible for delays caused by payment processors or banks.

7. Disputes and Chargebacks

We encourage clients to contact us directly to resolve any payment disputes before initiating a chargeback with their bank or payment provider. Fraudulent chargebacks for legitimately rendered services will be disputed, and appropriate evidence will be provided to the payment processor or bank.

If a legitimate dispute arises, it will be handled in accordance with our dispute resolution process outlined in the Terms and Conditions.

8. Ad Spend Policy

Any amounts paid as advertising budget for Google Ads, Meta Ads, or other paid platforms are managed by Sushma Naik on behalf of the Client but are paid directly to the respective advertising platforms. These amounts are:

• Not refundable once spent on advertising
• Subject to the refund policies of the respective advertising platforms
• Separate from the service management fees charged by Sushma Naik

Unused ad budget (not yet spent on platforms) will be refunded upon client request or service termination, after deducting any applicable platform fees.

9. Changes to This Policy

Sushma Naik reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. It is the Client's responsibility to review this policy periodically.

10. Contact Us

For any questions regarding this Refund and Cancellation Policy or to submit a refund request, please contact:

Sushma Naik
Freelance Digital Marketing Professional
Email: sushma.naik@gmail.com
Response Time: Within 2 business days