Refund & Cancellation Policy

Redsan Digitals Pvt. Ltd. (“Redsan Digitals”, “the Company”, “we”, “us”, or “our”) is a full-service digital marketing and technology consultancy based in Dehradun, Uttarakhand, India. This Refund & Cancellation Policy (“Policy”) explains, in plain terms, when and how a client (“Client”, “you”, or “your”) may be entitled to a refund for services purchased from Redsan Digitals. By engaging Redsan Digitals for any service (through a signed proposal, quotation, service agreement, purchase order, or online payment), you acknowledge that you have read, understood, and agreed to this Policy.

1. Scope of This Policy

This Policy applies to all agency services offered by Redsan Digitals, including but not limited to:

• Paid advertising management (Meta Ads, Google Ads, and other platforms)
• Search Engine Optimisation (SEO), Answer Engine Optimisation (AEO), and Generative Engine Optimisation (GEO)
• Social media management and content calendars
• Website and application design and development
• Content creation (copywriting, graphic design, video, photography)
• Any other custom digital marketing or technology service scoped in a written proposal or agreement

2. Nature of Our Services

Unlike the sale of physical goods, the services provided by Redsan Digitals are professional, time-bound, and knowledge-based in nature. They involve the application of strategy, creative effort, technical labour, and third-party spend from the moment a project or retainer begins. Refunds are therefore assessed against work genuinely performed and costs genuinely incurred, rather than treated as a straightforward return of an unused product.

Redsan Digitals commits to using commercially reasonable skill, effort, and industry-standard practice on every engagement. However, digital marketing outcomes (including search rankings, impressions, click-through rates, lead volume, conversions, and return on ad spend) depend on numerous factors outside our control, such as market competition, platform algorithm changes, client-side approvals, budget levels, and the client's own website, product, pricing, or sales process. Accordingly, the absence of a specific result is not, by itself, grounds for a refund unless expressly guaranteed in a signed proposal or agreement.

3. General Refund Principles

• Milestone-Based Assessment: Refunds are assessed on a milestone and deliverable basis, in line with the scope of work (SOW) agreed at the start of the engagement.
• Completed Deliverables: Amounts corresponding to work already completed, delivered, or approved are not refundable.
• Third-Party Disbursements: Third-party costs already spent or committed on the Client's behalf (advertising spend, domain registration, hosting, software licenses, stock media, plugins, or paid tools) are not refundable by Redsan Digitals, as these amounts are paid onward to the respective platform or vendor.
• Good-Faith Resolution: Where a Client is dissatisfied with a deliverable, Redsan Digitals' first step is always revision and resolution in good faith before a refund is considered.
• Written Notice Required: All refund requests must be made in writing via email within the timelines specified in this Policy.

4. Refund Eligibility by Service Type

4.1 One-Time Project-Based Services (Website & App Development, Branding, Content Production)

These engagements are typically structured in milestones (such as discovery, design/wireframe approval, development, revisions, and final delivery), as set out in the proposal or agreement.

4.2 Monthly Retainer & Recurring Services (SEO, Social Media, Paid Ads Management, Maintenance)

Current billing month: Once a monthly retainer cycle has begun and work has commenced (strategy, content, campaign setup, optimisation, reporting, etc.), fees for that month are non-refundable, as the Company has already allocated team time, tools, and resources for the period.

Future months: A Client may cancel an ongoing retainer for future billing cycles by providing written notice as set out in Section 6 (Cancellation Policy & Notice Period). No further invoices will be raised once cancellation takes effect, and no refund is owed for future months that were never billed.

Evaluation window: New retainer clients may request cancellation and a full refund of the first month's service fee (excluding any ad spend or third-party cost already disbursed) within 3 business days of the retainer start date, provided no deliverables have been approved or campaigns launched in that window.

4.3 Paid Advertising Spend (Ad Budget)

Advertising budgets paid by the Client for placement on Meta, Google, LinkedIn, or any other advertising platform are held and spent on the Client's behalf and are separate from Redsan Digitals' service/management fee. Once ad spend has been transferred to or consumed by the advertising platform, it is non-refundable by Redsan Digitals. Any refund for unspent ad budget must be pursued directly with the relevant advertising platform, in accordance with that platform's own policies; Redsan Digitals will reasonably assist the Client in this process on request.

4.4 Third-Party & Pass-Through Costs

Costs paid on the Client's behalf to third parties (including but not limited to domain registration, web hosting, SSL certificates, software or SaaS licenses, stock photography/video, fonts, plugins, and paid API access) are non-refundable once purchased, as these are governed by the respective third party's own refund and cancellation terms.

5. Non-Refundable Circumstances

In addition to the specific situations described above, refunds will not be issued in the following circumstances:

• The Client fails to provide timely approvals, content, access, or information required to proceed, and the project consequently lapses or is delayed beyond 30 days of inactivity.
• The Client changes the agreed scope of work after milestones have started, without a corresponding change order.
• Dissatisfaction arises from a lack of specific, guaranteed results where no such guarantee was made in writing.
• The Client's own actions (e.g., changes to their website, pricing, product, or a decision to engage another agency or freelancer in parallel on the same channel) affect campaign or project performance.
• The engagement is terminated due to the Client's breach of the service agreement or non-payment of invoices.
• The request is made after the applicable refund window specified in this Policy has lapsed.

6. Cancellation Policy & Notice Period

Retainer services: Either party may cancel an ongoing monthly retainer by providing 30 days' written notice by email to redsandigitals@gmail.com (from the Client) or to the Client's registered email (from Redsan Digitals). The retainer will continue, and be billed, through the notice period unless both parties agree otherwise in writing.

Project-based services: Cancellation of a fixed-scope project is effective on the date Redsan Digitals confirms receipt of the Client's written cancellation request, and refund eligibility will be assessed as per Section 4.1 based on work completed up to that date.

Access on cancellation: On confirmed cancellation, the Client retains ownership of and access to all work product that has been paid for in full, in accordance with the intellectual property terms of the underlying service agreement.

7. Refund Request Procedure

To request a refund, please follow these steps:

1. Email redsandigitals@gmail.com with the subject line “Refund Request - [Your Name / Company Name]”, including your invoice/quotation number and the reason for the request.
2. Our team will acknowledge your request within 2 business days and may seek additional information to review your case.
3. Redsan Digitals will assess the request against this Policy and the specific terms of your proposal/agreement, and respond with a decision within 7 business days of receiving all required information.
4. Where a refund is approved (in full or in part), it will be processed as set out in Section 8 below.

8. Processing Time & Method of Refund

Approved refunds are issued to the original payment method or bank account used by the Client, within 10 - 15 business days of approval, net of any payment gateway charges, bank charges, or transaction fees actually incurred by Redsan Digitals in the original transaction. Where the original payment method is unavailable, Redsan Digitals will coordinate an alternative payment route with the Client. Redsan Digitals is not responsible for delays caused by the Client's bank, card issuer, or payment gateway once a refund has been initiated.

9. Chargebacks & Payment Disputes

We encourage Clients to raise concerns with us directly through the process in Section 7 before initiating a chargeback or payment dispute with their bank or card issuer. Initiating a chargeback without first attempting to resolve the matter with Redsan Digitals may be treated as a breach of the service agreement and may result in suspension of ongoing services pending resolution. Redsan Digitals reserves the right to contest any chargeback that it believes, in good faith, to be inconsistent with this Policy or the underlying agreement.

10. Force Majeure

Redsan Digitals shall not be liable to issue a refund for delay or failure to perform any obligation where such delay or failure arises from causes beyond its reasonable control, including but not limited to natural disasters, internet or platform outages, changes to third-party platform policies or algorithms, government action, or other events of force majeure. In such cases, timelines will be extended by a period equal to the disruption, and the parties will discuss an equitable resolution in good faith.

11. Governing Law & Dispute Resolution

This Policy, and any dispute arising out of or in connection with it, shall be governed by and construed in accordance with the laws of India. Subject to Section 9 above, the parties agree to first attempt to resolve any dispute amicably through good-faith discussion for a period of 15 days. If unresolved, the dispute shall be referred to arbitration by a sole arbitrator appointed by mutual consent, under the Arbitration and Conciliation Act, 1996, with the seat and venue of arbitration in Dehradun, Uttarakhand. Subject to the foregoing, the courts at Dehradun, Uttarakhand shall have exclusive jurisdiction.

12. Changes to This Policy

Redsan Digitals may update this Policy from time to time to reflect changes in our services, business practices, or applicable law. The “Last Reviewed” date at the top of this document will be updated accordingly. Material changes will be communicated to active clients by email. Continued use of our services after such changes constitutes acceptance of the revised Policy; the Policy in effect at the time an order or agreement is signed will govern that specific engagement unless the parties agree otherwise in writing.

13. Contact Us

For any questions about this Refund & Cancellation Policy, or to submit a refund request, please contact our team directly: