This Refund & Cancellation Policy applies to services, service packages and engagements purchased from Creensight Private Limited (CIN U74999GJ2020PTC114611), a company incorporated in 2020 and registered with the Registrar of Companies, Gujarat, with its office in Ahmedabad, Gujarat, India (“Creensight”, “we”, “us” or “our”), whether ordered through the online shop at https://creensight.com/ or agreed in a proposal or statement of work (“SOW”). It forms part of our Terms & Conditions.
Because we provide professional IT services rather than physical goods, refunds depend on how much work has been done when you cancel. We aim to be fair and transparent: you pay for the work performed, and we refund amounts paid for work that has not started, as set out below. If a signed SOW contains different refund terms, the SOW prevails for that engagement.
1. Summary
| Type of purchase | Cancellation | Refund |
|---|---|---|
| Free discovery call | Reschedule or cancel at any time | Not applicable (no charge) |
| Paid consultation or audit session | At least 48 hours before the session | 100% refund, or free rescheduling |
| Shop package, before kick-off | Within 7 days of purchase and before the kick-off call | 100% refund, less non-recoverable third-party costs |
| Shop package, after kick-off | At any time by written notice | Pro-rata refund for unstarted deliverables, minus work completed |
| Custom project advance | Before work starts | Advance refunded less costs already incurred |
| Milestone payments | At any time by written notice | Completed and accepted milestones are non-refundable; the in-progress milestone is charged pro rata |
| Dedicated developer (monthly) | 30 days’ written notice | Fees for the notice period are payable; prepaid unused months are refunded |
| Third-party costs (domains, licences, ad spend, app store fees) | Subject to the third party’s rules | Generally non-refundable |
2. Discovery calls and consultations
Our initial discovery call is free. Paid consultations, technical audits, SEO audits or workshops may be booked separately. You may cancel or reschedule a paid session free of charge if you give us at least 48 hours’ notice. For cancellations with less notice, or if you do not attend, we may charge up to 50% of the session fee, because time has been reserved for you and preparation may already have been done. Once a paid session has taken place and the agreed report or recommendations have been delivered, it is non-refundable.
3. Service packages bought in the online shop
3.1 Before the kick-off
After you buy a package, we contact you to collect the information we need and schedule a kick-off call. You may cancel your order and receive a full refund if you notify us within 7 days of purchase and before the kick-off call has taken place. We may deduct any non-recoverable third-party costs we have incurred on your behalf with your approval, such as a domain registration, premium plugin or theme licence, or stock media purchase. We will tell you about such costs before incurring them.
3.2 After the kick-off
Once the kick-off has taken place, work has started. If you cancel after kick-off, we will:
- calculate the value of work completed up to the date we receive your cancellation notice, based on the deliverables listed in the package and the time spent;
- deliver to you the work completed so far, once the amount due for it has been paid;
- refund the balance attributable to deliverables that have not been started.
When a package has been fully delivered and accepted, or deemed accepted under our Terms & Conditions, it is not refundable. Our 30-day warranty for defects continues to apply.
3.3 If we cannot deliver
If we decline your order, cannot start within the timeline stated on the product page for reasons attributable to us, or cannot deliver the package as described, you are entitled to a full refund of the amount paid for the undelivered package.
4. Custom projects and milestone payments
Custom projects are normally billed as an advance followed by milestone payments, as set out in the SOW.
- Advance payments reserve team capacity and fund initial work such as requirement analysis, architecture and design. If you cancel before any work starts, we refund the advance less any costs already incurred. Once work has started, the advance is adjusted against the work completed.
- Milestones that have been delivered and accepted are non-refundable.
- Milestones in progress are charged on a pro-rata basis according to the work completed when cancellation notice is received.
- Any amount paid in excess of the value of work completed is refunded.
If we materially fail to deliver a milestone as agreed and do not remedy the failure within 15 days of your written notice, you may terminate the engagement and receive a refund of the amount paid for that milestone.
5. Dedicated developer engagements
Dedicated developers are billed monthly in advance unless the SOW states otherwise. Either party may end the engagement by giving 30 days’ written notice. Fees for the notice period are payable, and the developer will continue to work for you during that time and complete a handover of code and documentation. Any months you have prepaid beyond the notice period will be refunded.
If you are not satisfied with a developer during the first 7 working days of an engagement, we will offer a replacement at no additional cost, or you may cancel and pay only for the days worked.
6. Maintenance, support and subscription plans
Monthly maintenance or support plans can be cancelled at any time with effect from the end of the current billing period. We do not refund partial months already started. Annual plans paid in advance can be cancelled with a pro-rata refund for the remaining full months, less any discount that was given for the annual commitment.
7. Digital marketing and advertising
Management fees for digital marketing and SEO services are charged monthly and can be cancelled with 30 days’ notice. Advertising budgets paid to platforms such as Google, Meta or LinkedIn are paid to those platforms and are governed by their policies; any unspent budget that the platform returns to us will be refunded to you. We do not guarantee specific rankings, traffic or leads, and a lack of particular results is not in itself grounds for a refund of work performed, as explained in our Disclaimer.
8. Non-refundable items
The following are generally non-refundable:
- work that has been completed and accepted;
- third-party costs paid on your behalf, such as domains, hosting, software licences, API credits, stock media, app store developer accounts and advertising spend, unless the third party refunds them to us;
- government taxes and statutory charges already deposited, except where a refund is permitted through a credit note under GST law;
- payment gateway fees, where the gateway does not return them to us.
9. How to request a cancellation or refund
- Email [email protected] with the subject line “Cancellation / Refund request”.
- Include your name, company, order number or SOW reference, the date of purchase and the reason for your request.
- We will acknowledge your request within 2 business days and, where work has started, send you a statement of work completed and the proposed refund amount.
- Once you confirm, we will process the refund.
Customers who have an account on the Website can also see their order status under “My account”, but refund requests must be sent by email so that we have a written record.
10. Refund processing time and method
Approved refunds are processed within 7 business days of approval. Refunds are made to the original payment method wherever possible. Depending on your bank, card issuer or payment provider, it may take a further 5 to 10 business days for the amount to appear in your account. Where the original payment method cannot be used, we will refund by bank transfer to an account in your name.
Refunds are made in the currency of the original payment. For international payments, we are not responsible for differences caused by exchange-rate movements or bank charges. Where GST was charged, we will issue a credit note in accordance with GST rules.
11. Chargebacks and payment disputes
If you have a concern about a charge, please contact us first. Most issues can be resolved quickly by email. If you raise a chargeback or payment dispute with your bank without first contacting us, we will provide the bank or payment provider with evidence of the work performed, your order and acceptance, and communications. If a chargeback is raised for work that has been delivered, we may suspend related services and access until it is resolved, and we reserve the right to recover the amount due together with any dispute fees charged to us.
12. Rescheduling and pausing projects
If you need to pause a project rather than cancel it, please tell us. We can usually pause for up to 60 days without charge. After that, we may need to reassign team members, and restarting may require a new timeline. Pausing a project does not create a right to a refund for completed work.
13. Consumer rights
Our services are intended mainly for businesses. If you purchase as a consumer, nothing in this policy limits any rights you have under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020, or other mandatory consumer protection laws that apply to you. Complaints can be raised with our Grievance Officer using the contact details below, and we will acknowledge them within 48 hours and aim to resolve them within one month.
14. Changes to this policy
We may update this policy from time to time. The version in force at the time of your order or SOW applies to that purchase. The “Last updated” date at the top of this page shows when it was last revised.
15. Contact us
For any question about cancellations or refunds, please contact the Grievance Officer, Creensight Private Limited (CIN U74999GJ2020PTC114611):
- Company: Creensight Private Limited
- CIN: U74999GJ2020PTC114611
- Registered with: Registrar of Companies, Gujarat (Ministry of Corporate Affairs, Government of India)
- Office: Ahmedabad, Gujarat, India
- Email: [email protected]
- Website: https://creensight.com/