Refund and Cancellation Policy

Company: VRL PRO DIGITAL
Website: https://vrlpro.com
Registered Location: Vadodara, Gujarat, India
Contact: info@vrlpro.com
Effective Date: 01/01/2016

Last Updated: 27/09/2025

1) Scope & Overview

This Refund & Cancellation Policy (the “Policy”) governs refunds, cancellations, and related billing matters for Services provided by VRL PRO DIGITAL (the “Company,” “we,” “us,” or “our”). Our Services include (without limitation) digital marketing, SEO, PPC, web design & development, branding, UI/UX, video editing, animation, motion graphics, and VFX, along with consulting and training.

Core Principle: We offer a 10‑Day Refund or Cancellation window as described below. Outside this window, payments are non‑refundable except where required by applicable law.

2) Key Definitions

  • “Calendar Days”: All days of the week (including weekends and public holidays).
  • “Business Days”: Monday to Friday, excluding public holidays in Gujarat, India.
  • “IST”: Indian Standard Time (UTC+05:30).
  • “Project Start Date”: The earliest of (a) written acceptance of a proposal/SoW, (b) payment confirmation of the first invoice, or (c) formal kickoff/credentials access provided—whichever occurs first.
  • “Retainer/Subscription Cycle”: A fixed recurring billing period (e.g., monthly) for ongoing Services.
  • “Third‑Party Costs”: Spend paid to outside vendors/platforms (e.g., Google Ads, Meta, LinkedIn, stock libraries, fonts, plugins, hosting, domains, email tools).
  • “Fixed‑Bid Project”: Work priced as a single fee tied to defined milestones/deliverables.
  • “Time & Materials (T&M)”: Work billed on hourly/day rates based on actual time/expenses.
  • “Digital Goods”: Downloadable or licensed assets, templates, training materials, presets, or source files provided digitally.

3) 10‑Day Refund & Cancellation Window (IST)

  • You may request a refund or cancellation within 10 Calendar Days from the Project Start Date (for projects) or from the charge date of the current Retainer/Subscription Cycle (for ongoing plans).
  • The 10‑day window is measured in IST (UTC+05:30), midnight‑to‑midnight.
  • After the 10‑day window expires, no refunds are issued for any reason except where required by law. You may still cancel to stop future renewals (see §7), but payments already made are not refundable.

3.1 How to Request a Refund/Cancellation (within 10 days)

Email info@vrlpro.com with the subject “Refund/Cancellation Request – [Company Name] – [Invoice/Order #]”, including:

  1. Your legal company name and primary contact.
  2. Invoice/order number(s) and payment date(s).
  3. Service(s) purchased and Project/SOW reference.
  4. Reason for the request and any supporting detail.
  5. Preferred contact method and timezone.

Acknowledgment: We acknowledge within 3 Business Days and may request clarifications or artifacts (briefs, approvals, logs) to evaluate eligibility.
Decision: We target a decision within 7 Business Days of receiving all required information.

4) Eligibility (What May Be Refundable Within 10 Days)

Subject to deductions in §5 and §6, payments may be refundable when ALL of the following conditions are met:

  • The request is within 10 Calendar Days of the Project Start Date (or current retainer charge date).
  • No substantial portion of the contracted scope has been fully delivered/accepted.
  • You have not benefited from non‑returnable Third‑Party Costs (e.g., ad spend already deployed).
  • You have returned or deleted any Digital Goods or confidential materials provided (where applicable).
  • There is no violation of our Terms & Conditions or use of Services for illegal/unethical activity.

5) Non‑Refundable Items & Exclusions (Always Non‑Refundable)

Even within the 10‑day window, the following are non‑refundable:

  1. Third‑Party Costs already incurred or committed: ad spend (Google/Meta/LinkedIn/TikTok), hosting, domains, SSL, premium plugins/themes, APIs, stock footage/images/fonts/audio, tracking tools, email/SMS credits, CDN, transcription/AI credits, marketplace fees.
  2. Payment Gateway/Bank/FX Fees & Taxes: Payment processing fees, currency conversion spreads, wire charges, chargeback fees, GST/VAT and government taxes/levies once remitted.
  3. Completed Milestones/Deliverables that have been submitted for review or approved (explicitly or implicitly after the contractual review window).
  4. Consultation/Training Sessions that have occurred or missed sessions without required notice (see §10).
  5. Digital Goods once downloaded, accessed, or licensed.
  6. Expedited/Urgent Fees for rush requests already executed.
  7. Discovery/Strategy/Research work performed (workshops, audits, technical SEO crawls, keyword research, media plans, creative strategy decks).
  8. Security/Compliance Setup work (tracking, tags, consent, server/pixel setups) once implemented.

6) How Refunds Are Calculated (Within 10 Days)

Refunds, where eligible, are computed after deducting: (a) non‑refundable items in §5, (b) value of work already performed, and (c) any administrative costs tied to onboarding/offboarding.

6.1 Fixed‑Bid Projects

  • If work has started, refund = Amount Paid – (Value of Completed Milestones) – (Third‑Party Costs) – (Admin/Onboarding up to 10%).
  • If no work has started and no costs incurred, refund = Amount Paid – Payment/FX fees.

6.2 Time & Materials (T&M)

  • Refund = Amount Paid – (Approved/Logged Hours × Agreed Rate) – (Third‑Party Costs) – Payment/FX fees.

6.3 Retainers/Subscriptions (Ongoing)

  • First cycle: Eligible for refund within 10 days per §3.
  • Renewals: Non‑refundable after 10 days of each cycle. You can cancel to stop future charges (see §7).
  • Work consumed during the current cycle is deducted at list rates.
  • The ₹5,000 or 100$ security deposit for retainers is refundable only at the successful completion of the agreed retainer term, provided all payments are up to date and there are no outstanding dues.
  • If a client cancels the retainer within the 10-day refund window, the deposit will also be refunded, subject to deductions for non-refundable costs (if any).
  • If the client cancels after the 10-day window, the deposit may be forfeited and applied against unpaid fees, third-party costs, or damages caused by early termination.
  • Refunds of the deposit will be made using the original payment method or bank transfer within 15 Business Days of closure.

6.4 Illustrative Examples

  • Example A (Fixed‑Bid): You paid $2,000. Within 10 days, we completed Discovery ($300) and Creative Concept 1 ($400). Ad spend committed $200. Payment fees $40.
    Refund ≈ $2,000 – ($700 work) – ($200 costs) – ($40 fees) – (up to $200 onboarding) = $860–$1,060 (range depending on agreed onboarding).
  • Example B (Retainer): $1,500 monthly, request on Day 7. 10 logged hours @ $75 ($750), tools $80, fees $30.
    Refund = $1,500 – $750 – $80 – $30 = $640.

7) Cancellations After 10 Days

  • Projects: You may cancel any time; however, amounts already paid are non‑refundable. Any unpaid work to date becomes immediately due.
  • Retainers/Subscriptions: You can cancel any time to stop future renewals. Charges already processed are non‑refundable unless you are within the 10‑day window for that specific cycle.
  • Please provide at least 3 Business Days before the renewal date to ensure the next cycle is not charged.

8) Revisions, Change Requests & Satisfaction

  • Our SoW/proposals specify included revision rounds. Revisions are not refunds.
  • Scope changes (features, pages, extra edits, new assets, new ad sets, additional languages) are billed separately.
  • Performance outcomes (rankings, ROAS, sales) are influenced by market factors; refunds are not based on performance results.

9) Project Pauses, Inactivity & Termination

  • If you request a pause, we can hold a project for up to 30 Calendar Days once per quarter. Resume dates are subject to scheduling.
  • Client Inactivity (>30 days without requested inputs/approvals) may result in archiving; fees paid remain non‑refundable.
  • We may terminate for cause (e.g., non‑payment, policy breach); fees paid remain non‑refundable and outstanding balances become due.

10) Sessions: Training, Workshops, & Meetings

  • Rescheduling: Provide 24 hours’ notice (Business Days) to reschedule without penalty.
  • Late Cancellations/No‑Shows: Sessions canceled with <24 hours’ notice or missed without notice are counted as delivered and non‑refundable.
  • Packages: Multi‑session packages must be used within the validity period specified; unused sessions are non‑refundable after expiry.

11) Third‑Party Platforms, Licenses & Access

  • You authorize us to purchase/activate tools if required by the SoW. Such Third‑Party Costs are non‑refundable once incurred.
  • Ownership/licensing of plugins, templates, stock assets, fonts, and code follows the vendor’s terms.
  • Domains/hosting/email services are governed by their respective providers. Refunds must be sought directly from those providers (if any).

12) Payment Gateways, Taxes, Currency & Fees

  • We accept payments via Stripe, PayPal, Razorpay, and bank transfers in INR and major international currencies.
  • Processing, gateway, wire, and FX conversion fees are non‑refundable.
  • GST/VAT or other taxes already remitted to authorities are non‑refundable.
  • Refunds are issued net of such fees and processed to the original payment method where possible.

13) Chargebacks & Dispute Resolution

  • Please contact us at info@vrlpro.com to resolve any billing concerns before initiating a chargeback.
  • Unauthorized/invalid chargebacks may be contested with documentation (contracts, logs, deliverables, approvals).
  • If a chargeback is filed, Services may be suspended, and we may invoice for chargeback fees and collection costs.
  • We aim for amicable resolution; if unresolved, see Governing Law & Jurisdiction (§16).

14) Refund Method & Timelines

  • Approval Notice: We confirm approved refunds by email.
  • Disbursement: Initiated within 10 Business Days after approval. Bank processing times vary (typically 5–10 Business Days).
  • Method: Original payment method where feasible; otherwise, bank transfer.
  • KYC: We may require identity verification for anti‑fraud compliance.

15) Force Majeure

We are not liable for delays or non‑performance due to events beyond reasonable control (e.g., natural disasters, strikes, pandemics, government actions, major platform outages, or internet backbone failures). During such events, timelines and deliverables may be adjusted; refunds remain subject to this Policy.

16) Governing Law & Jurisdiction

This Policy is governed by the laws of India. Any disputes are subject to the exclusive jurisdiction of the courts in Vadodara, Gujarat, India.

17) Policy Updates

We may modify this Policy to reflect legal, technical, or business changes. The latest version will always be posted on this page with a revised effective date. Continued use of our Services constitutes acceptance of the updated Policy.

18) Contact

For questions or to submit a refund/cancellation request:

VRL PRO DIGITAL
Vadodara, Gujarat, India
📧 info@vrlpro.com
🌐 https://vrlpro.com

Quick Reference (Non‑binding Summary)

  • 10‑Day Window (IST) for refunds/cancellations from Project Start Date or current retainer charge date.
  • Non‑Refundable: Third‑party costs, payment/FX fees, taxes, delivered milestones, attended/missed sessions, downloaded digital goods, discovery/strategy already performed.
  • After 10 Days: No refunds; you may cancel to stop future renewals.
  • Processing: Decision within ~7 Business Days of complete info; disbursement within ~10 Business Days after approval.