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REFUND AND CANCELLATION POLICY

1. Introduction

This Refund and Cancellation Policy explains the conditions under which refunds, cancellations, and payment adjustments may be considered for services purchased from Digital Web Connect Private Limited ("DWC", "Company", "we", "our", or "us").
DWC provides website development, software development, mobile application development, CRM and ERP solutions, digital marketing, SEO, advertising support, website maintenance, hosting-related services, call centre services, and other IT and business support services.
Because many of our services involve customised work, professional time, project planning, technical resources, and third-party expenses, refund eligibility depends on the nature of the service, the work performed, the agreed payment terms, and applicable law. By purchasing a service, you acknowledge that you have had the opportunity to review this policy before completing your transaction.

2. General Refund Principles

We aim to deal with refund requests fairly and transparently. A refund request will be assessed based on factors including:
  • The service purchased and its agreed scope.
  • Whether work has commenced.
  • The amount of work completed.
  • Whether deliverables have been provided.
  • Whether third-party costs have been incurred.
  • The payment and cancellation terms agreed with the client.
  • Any applicable statutory consumer rights.
Payment for a service does not automatically create an unconditional right to a refund. Equally, this policy does not remove any refund, cancellation, or other legal rights that cannot lawfully be excluded.

3. Website Development and Software Projects

Website development, e-commerce development, custom software, CRM, ERP, mobile applications, and similar projects may involve consultation, planning, design, programming, testing, integration, and other project-specific work.

3.1 Before Work Commences

If you request cancellation before any substantive project work has commenced, we may consider a refund of the amount paid, subject to the applicable agreement and any reasonable, properly disclosed, non-recoverable costs already incurred. Any amount that is refundable will be assessed individually.

3.2 After Work Has Commenced

Once project work has commenced, the refund amount, if any, will depend on the work completed, resources committed, deliverables produced, and payment terms agreed for the project. Where appropriate, DWC may deduct the value of work already performed and applicable non-recoverable costs from any amount otherwise refundable, to the extent permitted by law.

3.3 After Delivery or Approval

Once agreed deliverables have been completed, delivered, or accepted, a refund will not ordinarily be available merely because the client changes their mind or no longer wishes to use the service. However, if a deliverable materially fails to meet the agreed specifications, we will assess the issue and determine an appropriate remedy under the applicable contract and law.
Where appropriate, remedies may include correction, revision, further performance, a proportionate refund, or another legally available solution.

3.4 Client Delays

Delays caused by missing content, unavailable client representatives, delayed approvals, or failure to provide required access do not automatically entitle the client to a refund. We will consider the circumstances, the work already performed, and the applicable agreement when assessing a cancellation request.

4. Digital Marketing and SEO Services

Digital marketing and SEO services may include keyword research, website optimisation, content preparation, campaign setup, advertising management, social media management, reporting, and related activities. Refund eligibility depends on the agreed service period, work completed, and the terms of the relevant proposal. Fees relating to services already performed are generally not refundable, subject to applicable law and the agreed contract.
SEO rankings, website traffic, lead volumes, advertising performance, and sales results depend on multiple factors outside DWC's complete control. Failure to achieve a particular result does not, by itself, establish eligibility for a refund where the agreed services have been properly performed and no specific outcome guarantee applies. If DWC has expressly agreed in writing to a particular performance guarantee, the terms of that guarantee will apply.
Advertising budgets paid to third-party advertising platforms are separate from DWC's professional fees unless the applicable agreement states otherwise. Any refund of unused advertising funds will depend on who holds those funds, the relevant platform's rules, and the terms of the engagement.

5. Monthly and Recurring Services

Recurring services may include SEO retainers, digital marketing management, website maintenance, hosting-related services, technical support, and other monthly arrangements. Clients who wish to discontinue a recurring service should submit a written cancellation request using our official contact details. The effective cancellation date will depend on the applicable contract, billing cycle, notice period, and any minimum commitment agreed in writing.
Fees for service periods already completed are generally not refundable. If a client has paid in advance for a future period that has not commenced, any refund will be assessed in accordance with the applicable agreement and law. Cancellation of a service does not automatically cancel separately billed third-party subscriptions, domain registrations, software licences, or hosting arrangements. Those services may require separate cancellation requests.

6. Domain Registration, Hosting, SSL, and Third-Party Costs

Certain services may involve charges from third-party providers, including domain registrars, hosting companies, software vendors, email providers, advertising platforms, and licensing services. Refund eligibility for these charges depends on the relevant provider's terms and whether the charge can be reversed.
Third-party costs that are non-refundable under the applicable provider's rules will not ordinarily be refundable by DWC once incurred on the client's behalf, except where required by law or agreed otherwise in writing. Before purchasing a service involving substantial third-party costs, clients should review any applicable renewal, cancellation, licensing, and refund conditions communicated to them.

7. Duplicate Payments and Payment Errors

If you believe you have been charged more than once for the same transaction, please contact us with the relevant payment references. We will review the transaction records and, where a duplicate charge or payment error is confirmed, arrange an appropriate correction or refund. Refunds for confirmed duplicate payments will be processed through the original payment method where reasonably possible, subject to payment provider procedures and applicable law.

8. Unauthorised Transactions

If you believe a payment was made without your authorisation, please notify us promptly. We may request transaction details reasonably necessary to investigate the matter. You should also contact your bank or payment service provider where appropriate, particularly if you suspect your payment credentials have been compromised. Any investigation, reversal, or refund will be handled in accordance with the relevant payment provider's procedures and applicable law.

9. Cancellation by DWC

In exceptional circumstances, DWC may be unable to commence or continue a service because of operational constraints, technical limitations, legal requirements, or other legitimate reasons. Where DWC cancels a service without having delivered the corresponding paid service, we will assess the appropriate refund or alternative remedy under the applicable agreement and law.
If part of the service has already been performed, the value of that work may be taken into account when determining the appropriate settlement, subject to applicable legal requirements. We will communicate material cancellations to the affected client and explain the available next steps.

10. How to Request a Refund

To request a refund or cancellation, please contact us through our official business email address. Your request should include:
  • Your full name or business name.
  • The email address used when purchasing the service.
  • The invoice number or transaction reference.
  • The service purchased.
  • The date and amount of payment.
  • The reason for the refund or cancellation request.
  • Any relevant supporting documents.
Please do not send full payment card numbers, passwords, or other sensitive authentication information. We may request additional information where reasonably necessary to verify the transaction and assess the request.

11. Refund Review and Processing

We will acknowledge and review refund requests within a reasonable period. Where additional information is needed, the review period may depend on when that information is received. If a refund is approved, we will generally initiate it through the original payment method where possible. The time required for the refunded amount to appear in your account depends on the payment service provider, bank, card issuer, and relevant payment network.
DWC cannot guarantee the exact date on which a payment provider or bank will credit the refunded amount. Where a refund cannot reasonably be processed through the original payment method, we may request alternative payment details through an appropriate and secure channel. We will not request your payment password or one-time password to process a refund.

12. International Payments and Currency Conversion

DWC may accept payments from clients located outside India, subject to the payment methods available for the relevant transaction. For international transactions, the amount received after a refund may differ from the original amount charged because of currency conversion rates, bank fees, or payment provider charges. Any such adjustment will depend on the applicable payment provider's procedures and the law governing the transaction.
We will communicate material limitations where they are known and relevant to the refund process.

13. Chargebacks and Payment Disputes

If you have a concern regarding a payment, we encourage you to contact DWC so that we can investigate and attempt to resolve the issue. If you initiate a chargeback or payment dispute, we may provide relevant transaction records, invoices, service communications, and delivery evidence to the payment provider as part of the dispute process.
Nothing in this section restricts your legal rights or your ability to contact your bank, card issuer, payment provider, or the appropriate consumer protection authority.

14. Exceptions and Statutory Rights

This policy is intended to explain our ordinary refund procedures and must be interpreted consistently with applicable law. Where mandatory consumer protection laws provide a refund, cancellation, repair, replacement, compensation, or other remedy, those legal rights will take precedence over any conflicting provision of this policy. Nothing in this policy is intended to exclude or restrict a right or remedy that cannot lawfully be excluded or restricted.

15. Changes to This Policy

We may update this Refund and Cancellation Policy to reflect changes in our services, payment procedures, business practices, or legal requirements. The revised version will be published on our website with an updated effective date. Changes will apply prospectively, subject to applicable law and existing contractual obligations.

17. Contact Us

For privacy-related questions, requests, or complaints, please contact:

Contact:

Digital Web Connect Private Limited

Email:

support@digitalwebconnect.com

Website:

https://digitalwebconnect.com/

Telephone:

+91 86200 12778
Please include sufficient information to help us understand and respond to your request. Avoid including unnecessary sensitive personal information in your initial message.
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