Refund policy

At Digital Foundry, we aim for full transparency in how cancellations, refunds, and returns are handled across every service we offer. This Policy should be read together with our Terms and Conditions and our Disclaimer.

3.1 Overview

Digital Foundry provides custom, work-based digital services — E-Commerce Management, Shopify Store Designing, SEO Optimization, Social Media Marketing, and Web Development — rather than tangible retail goods. As such, "returns" in the traditional retail sense do not apply to our core services. Refund eligibility instead depends on how much work has been performed and the nature of the service (project-based vs. retainer-based) at the time cancellation is requested, as set out below. Terms for any physical items supplied as part of an engagement are covered separately in Section 3.9.

3.2 Cancellation by Client

  • Clients may request cancellation of a service at any time by sending written notice via email to digitalfoundaryworks@gmail.com, including the order/invoice number and reason for cancellation.
  • Cancellations requested before work has commenced are eligible for a full refund of any advance paid, less any payment gateway or transaction charges already incurred.
  • Cancellations requested after work has commenced will be assessed based on the proportion of work completed and resources/time already committed; any eligible refund will be limited strictly to the unutilized portion of the payment.

3.3 Service-Specific Refund Terms

Shopify Store Designing

Refunds are assessed against design milestones (wireframe/mockup approval, theme build, content population, final handover). Once a milestone is approved by the client in writing, fees for that milestone become non-refundable. Once the completed store is delivered, handed over on the client's Shopify admin, or published live, the project is considered complete and the full project fee is non-refundable.

Web Development

Refunds are assessed against development milestones (design approval, development/build phase, testing, deployment). Once the website/application is deployed live or handed over with source files/documentation, the project is considered complete and non-refundable.

SEO Optimization

SEO is billed as an ongoing monthly retainer. Fees for a month already in progress or completed are non-refundable, as strategy, keyword research, on-page changes, and outreach work for that period have already been carried out. Cancellation of future months requires written notice as per the notice period in your agreement (typically 15–30 days).

Social Media Marketing

Billed as an ongoing monthly retainer. Fees for content already created, scheduled, or published, and for campaigns already live, are non-refundable. Cancellation of future billing cycles requires written notice per the agreed notice period.

E-Commerce Management

Billed as an ongoing monthly retainer covering store operations. Fees for the period in progress or completed are non-refundable. Cancellation of future billing cycles requires written notice per the agreed notice period.

3.4 Non-Refundable Charges (All Services)

  • Fees for work fully completed, delivered, and approved.
  • Third-party costs incurred or paid on the client's behalf, including Shopify subscription fees, app/plugin licenses, domain and hosting charges, and advertising spend on Google or Meta.
  • Payment gateway or bank transaction charges deducted at the time of the original payment.
  • Amounts where the sole basis for the refund request is that results (rankings, traffic, followers, sales) did not meet expectations, provided the agreed scope of work was actually delivered — see our Disclaimer regarding outcomes.
  • Delays or additional costs caused by the client's failure to provide timely information, approvals, content, or platform access.

3.5 Acceptance, Sign-Off and Revisions

Deliverables are considered accepted when the client (a) provides written approval/sign-off, (b) allows the deliverable to go live or be published without raising objections within the review period specified in the agreement (typically 3–7 business days), or (c) continues to use an ongoing service into a new billing cycle without raising a formal concern about the prior cycle's work. Since our deliverables are bespoke and non-resellable, they cannot be physically "returned" once accepted in this way — the correction path instead is a revision.

Where a service agreement specifies included revision rounds (commonly for Shopify Store Designing and Web Development), clients may request changes within that scope, at no additional cost, within the review period stated in the agreement. Requests beyond the agreed number of rounds, or received after final sign-off/go-live, may be treated as a new work order and quoted/billed separately. For ongoing services (SEO, Social Media Marketing, E-Commerce Management), adjustments to strategy or execution can be requested for upcoming cycles through our regular review process; work already executed in a completed cycle is not revised retroactively.

Unless otherwise agreed, Web Development and Shopify Store Designing projects include a short post-launch support window (as specified in your agreement) to fix defects in the delivered work. This does not cover new feature requests or issues arising from changes made by the client or third parties after handover.

3.6 What Is Not Covered

  • Dissatisfaction based solely on subjective taste where the deliverable matches the approved brief/brand guidelines.
  • Issues arising from changes made to the deliverable by the client or a third party after handover or sign-off.
  • Performance outcomes (rankings, traffic, sales, followers) not meeting expectations where the agreed scope of work was delivered.
  • Faults caused by third-party platforms, plugins, or services outside our control (e.g., a Shopify app update, hosting outage, or Meta policy change).

3.7 Chargebacks and Payment Disputes

We encourage clients to contact us directly at digitalfoundaryworks@gmail.com to resolve any billing concern before initiating a chargeback with their bank or card issuer. Unwarranted chargebacks for services that have been delivered as agreed may result in suspension of ongoing services pending resolution, and we reserve the right to contest such chargebacks with supporting documentation (agreements, delivery records, communication logs).

3.8 Cancellation by Digital Foundry

Digital Foundry reserves the right to decline, pause, or cancel a project at its discretion — for example, due to non-payment, breach of Terms, or circumstances beyond our control. Where we cancel an engagement without cause attributable to the client, any unutilized advance payment will be refunded in full within a reasonable timeframe.

3.9 Physical Products (If Applicable)

  • Where an engagement includes a physical item supplied by us (for example, printed marketing collateral), it may be returned within 7 days of delivery if found to be defective or materially different from what was ordered.
  • Return requests must be raised via email to digitalfoundaryworks@gmail.com with photographic evidence and order/invoice details.
  • Items must be returned in their original condition and packaging; return shipping costs for defective items are borne by Digital Foundry, while returns for other reasons may be borne by the client, as communicated at the time of approval.
  • Approved returns are followed by a replacement or refund, as mutually agreed, processed per Section 3.11 below.

Customized or client-specific materials produced specifically to a client's brief (digital or physical) are not eligible for return or refund, except in cases of a genuine error, defect, or non-conformance to the agreed brief on our part.

3.10 How to Request a Cancellation, Refund or Return

  1. Email digitalfoundaryworks@gmail.com with your order/invoice number, service name, and reason for the request.
  2. Our team will acknowledge your request within 48 hours.
  3. We will review the work completed to date (or, for physical items, the evidence provided) and confirm the eligible refund/replacement amount, if any, within 5 business days.
  4. Once approved, the refund is processed as described below.

3.11 Refund Processing Timeline and Mode

Approved refunds are processed to the original mode of payment within 7–10 business days from the date of approval. Depending on your bank or payment gateway, it may take a few additional business days for the amount to reflect in your account. No refunds are issued in cash; all refunds are made electronically to the original payment source.

3.12 Force Majeure

Where cancellation arises from circumstances beyond either party's reasonable control (see Force Majeure in our Terms and Conditions), refund of any unutilized amount will be handled in good faith on a case-by-case basis.

3.13 Contact for Refunds, Returns and Cancellations

Email digitalfoundaryworks@gmail.com or call +91 8527345139. You may also write to us at F-10/3, First Floor, Digital Foundry, Jamia Nagar, Okhla, Near Islah Masjid, Joga Bai Extension, New Delhi, South East Delhi, Delhi – 110025.