Refund & Cancellation Policy

This Refund & Cancellation Policy governs all financial transactions, project contracts, retainer agreements, and service engagements between WebITUP Agency and the Client.

WebITUP delivers bespoke digital products including websites, web applications, admin dashboards, email marketing systems, and SEO infrastructure. Because every engagement involves significant upfront labour, planning, and resource allocation, our refund terms are structured to be fair to both parties.

WebITUP operates on a structured milestone-based payment model. All fees are quoted in Indian Rupees (INR) unless explicitly agreed otherwise in writing.

Standard Payment Schedule

• Deposit (40-50%): Due before any design, development, or research begins. Secures your project slot and covers discovery, planning, and initial design iterations.
• Mid-Project Milestone (25-35%): Due upon completion of the approved design phase or first functional build delivery.
• Final Payment (remaining balance): Due before final deliverable handover. No delivery is made until full payment is cleared.

Accepted Payment Methods

• Bank Transfer (NEFT / IMPS / RTGS) to WebITUP registered account.
• UPI payments (PhonePe, Google Pay, Paytm) to registered business UPI ID.
• Razorpay / Stripe payment links for international clients.

Deposits cover the immediate costs of project initiation including team allocation, discovery workshops, competitor research, brand analysis, wireframing, and design system creation. These activities begin the moment a deposit is received.

What the Deposit Covers

• Discovery calls, requirement gathering, and project roadmap creation.
• UI/UX wireframing and initial design mockups (up to 2 revision rounds).
• Project management, timeline scheduling, and team coordination overhead.
• Domain research, hosting setup recommendations, and technical architecture planning.

The following are the only conditions under which refunds may be issued:

Full Refund Eligibility

• Cancellation within 48 hours of deposit, no work started: Full deposit refund minus payment gateway fees (typically 2-3%).
• WebITUP fails to deliver due to reasons entirely within our control: Full refund of all amounts paid if no meaningful work has been delivered.

Partial Refund Eligibility

• Cancellation after discovery, before development: 50% of deposit refunded; remaining 50% retained for work completed.
• Scope reduction after mid-project (mutual written agreement): Proportionate credit note applied to future invoices at WebITUP discretion.
• Unresolvable technical failure on a specific SOW feature: Proportionate refund for that specific feature only.

• Completed and approved milestone payments ? once formally approved or deemed approved after 7 days.
• Domain registration and renewal fees ? non-refundable per registrar and ICANN policies.
• Third-party subscriptions and licenses ? including Vercel, Supabase, stock assets, or licensed fonts purchased for your project.
• Rush or expedited delivery fees ? non-refundable regardless of project outcome.
• Monthly maintenance retainer fees ? non-refundable for the current billing month; cancellation takes effect from the next cycle.
• SEO and marketing campaign fees already executed ? content created or campaigns already launched are non-refundable.
• Deposits and milestone payments after development has commenced ? once code is written, databases created, or pages built.
• Payments on projects cancelled due to client non-cooperation ? unresponsiveness beyond 30 days or repeated missed deadlines forfeits all payments made.

You may cancel your project at any time by submitting a formal written cancellation request to support [at] webitupp [dot] online. Verbal cancellations are not accepted.

Cancellation Fees by Project Stage

• Within 48 hours of deposit, no work started: Full refund minus payment processing fees (2-3%).
• After discovery / wireframing, before development: 50% of deposit retained; 50% refunded within 14 business days.
• After development has commenced: All paid amounts retained. Work completed to date is delivered in its current state.
• After final delivery or handover: No refund applicable. Post-delivery support is governed by your maintenance agreement.

Monthly Retainer Cancellation

Monthly maintenance or retainer plans require a minimum 30-day written notice period. The retainer remains active and billable during the 30-day notice period. No prorated refunds are issued for partial months.

WebITUP reserves the right to terminate any project engagement immediately and without liability in the following circumstances:

• Non-Payment: Invoices unpaid beyond 15 calendar days despite written reminders.
• Illegal or Unethical Use: Requests for features or content that violate Indian law, international regulations, or WebITUP ethical standards.
• Abusive Conduct: Harassment, threats, or abusive communication toward any WebITUP team member.
• Misrepresentation: False information about your business or project requirements that materially affects scope.
• Breach of Terms of Service: Any material violation of WebITUP Terms of Service or this Policy.

To initiate a refund request, follow this formal process. Requests submitted outside this process may be delayed or not processed.

• Step 1 - Written Request: Email support [at] webitupp [dot] online with subject: "REFUND REQUEST - [Your Project Name]". Include your full name, project name, invoice numbers, payment amounts, and reason for refund.
• Step 2 - Acknowledgement: WebITUP will acknowledge your request in writing within 2 business days.
• Step 3 - Review and Assessment: Our team reviews your request against this Policy, the signed project contract, and all communications. Up to 7 business days.
• Step 4 - Decision Notice: Formal written decision: approving full or partial refund, proposing a credit note, or declining with explanation.
• Step 5 - Refund Issuance: Approved refunds processed within 14 business days of the decision via the original payment method.

In the event of a disagreement regarding a refund decision, both parties agree to follow this structured resolution process before pursuing any legal action:

• Stage 1 - Direct Negotiation (0-15 days): Good-faith communication. Contact senior management at legal [at] webitupp [dot] online.
• Stage 2 - Formal Mediation (15-45 days): A neutral mediator agreed upon by both parties. Mediation costs shared equally.
• Stage 3 - Binding Arbitration: Under the Indian Arbitration and Conciliation Act 1996. Seat of arbitration is Gangtok, East Sikkim, India. Decision is final and binding.

Approved refunds are processed according to the following timelines. Banking and gateway processing times are outside WebITUP direct control.

• UPI / Bank Transfer (NEFT / IMPS): 3-7 business days from approval. Bank clearing may add 1-3 more days.
• Razorpay / Stripe: 5-10 business days from approval. Gateway processing window of 7-14 business days may apply.
• International Wire Transfer: 7-14 business days. SWIFT processing may add 3-5 business days.
• Credit Notes: Issued digitally within 3 business days of approval. Valid for 12 months from issue date.

WebITUP reserves the right to revise this Policy at any time. Changes will be published on this page with an updated Last Updated date.

For active project contracts, the version of this Policy in effect at the time of contract signing shall govern that project unless both parties mutually agree in writing to apply an updated version.

Registered clients will be notified of material changes via email at least 14 days before changes take effect. Continued engagement with WebITUP after changes are posted constitutes your acceptance of the revised Policy.

For all refund requests, cancellation notices, or questions regarding this Policy, please contact us through one of the following channels:

We are committed to resolving every concern professionally and fairly. Please allow 2 business days for an initial response to all written enquiries.