Refund & Cancellation Policy
We do our best to be fair on both sides. Services are custom work that starts as soon as you engage us, so refunds depend on how much work has been done. This policy sets out how it works.
1. The basics
- Our services are digital and delivered electronically. Nothing is shipped.
- Time, creative effort and third-party costs go into a project from day one, so advance payments cover work reserved and started and are not refundable once work has begun, except as stated below.
- Advertising spend paid to platforms such as Google or Meta goes directly to them. We cannot refund ad spend. Any credit or refund is governed by the platform’s own policy.
- This policy sits alongside our Terms of Service and any signed proposal. If a signed proposal says something different, the proposal applies.
2. One-time projects
| Stage when you cancel | What you pay / get back |
|---|---|
| Before any work has started | Full refund of the advance, less any payment-gateway charges we cannot recover and any third-party costs already committed. |
| Work started, before the first deliverable is shared | The advance is retained for work done to date. If the work done is worth less than the advance, the balance is refunded. |
| After deliverables have been shared | You pay for all work completed and approved. Fees for completed work are not refundable. |
| After final delivery | No refund. We will fix errors under section 5. |
3. Monthly retainers
- Retainers are billed in advance for each month and continue until cancelled.
- To cancel, give 30 days’ written notice by email. The retainer ends on the last day of the notice period, and you pay for that period.
- Fees for a month already started are not refundable, and no refund is given for months or services you chose not to use.
- If we cannot deliver the agreed services for a month because of something on our side, we will either deliver it later or credit it against your next invoice.
4. Frame Theory OS & portal subscriptions
- Subscriptions renew each billing cycle until cancelled. You can cancel any time and access continues until the end of the period you have already paid for.
- We do not refund partial periods or unused time. Where a free trial is offered, you will not be charged if you cancel before it ends.
- If you were charged in error or because of a technical fault on our side, we will correct it and refund the excess.
5. If something isn’t right
If a deliverable does not match the agreed Scope, tell us in writing within 7 days of delivery and we will revise or redo it at no extra charge, within the revision rounds in your proposal. If we are unable to deliver the agreed Scope even after reasonable attempts, we will refund the portion of fees for the undelivered part. Dissatisfaction with results that depend on market or platform factors, such as ad performance or rankings, is not grounds for a refund (see Terms of Service, section 13).
6. Duplicate or failed payments
If you are charged twice, or money is debited but your payment shows as failed, email us the transaction reference. Verified duplicate payments are refunded in full. Amounts debited on failed transactions are usually returned automatically by the bank or Razorpay within 5–7 working days.
7. How to request a refund and when you get it
- Email contact@frame-theory.in with your name, invoice number and the reason.
- We will review and reply within 3 working days.
- Approved refunds are issued to the original payment method within 7 working days. After that, your bank or card issuer may take a further 5–7 working days to show it.
- Where a GST invoice was issued, we will issue a credit note for the refunded amount as GST law requires.
8. Contact
Frame Theory, Mumbai, Maharashtra, India
Email: contact@frame-theory.in · Phone / WhatsApp: +91 90905 03838