Customised digital services involve work, reserved capacity and approved third-party commitments. This policy explains how cancellations and refund requests are assessed fairly against the actual stage of work and applicable law.
1. Scope
This Refund & Cancellation Policy applies to customised professional services supplied by Swara Digital. It should be read with the accepted proposal, quotation, statement of work or service agreement, which may contain service-specific milestones, notice periods or payment terms. Mandatory legal rights continue to apply.
2. Nature of customised services
Digital strategy, design, websites, content, campaign management and automation work are prepared for a particular client and often require advance planning, reserved production capacity and non-recoverable commitments. Refund eligibility therefore depends on work performed, capacity reserved, deliverables created, approved costs incurred and the terms accepted for the engagement.
3. Project commencement
Work may be considered commenced when Swara Digital begins research, strategy, onboarding, meetings, account setup, content planning, wireframes, design, development, automation setup, campaign preparation or purchasing an approved third-party resource. The stated project start date is not the only evidence of commencement.
4. Cancellation before work begins
A client may request cancellation in writing before work begins. If no work has started, no production capacity has become chargeable under the accepted proposal and no non-recoverable third-party cost has been incurred, an eligible payment may be refunded. Payment-processing or bank fees and authorised non-recoverable expenses may be deducted where legally permitted. Actual circumstances will be reviewed rather than assuming a refund where resources were already reserved or chargeable work began.
5. Cancellation after work begins
After commencement, custom-service payments are generally non-refundable to the extent that work has been performed, time or production capacity has been reserved, deliverables have been created, or committed costs have been incurred. If the amount paid exceeds the reasonable value of completed work and non-recoverable commitments, Swara Digital may assess the unused balance for refund where appropriate or legally required. This is not a blanket rule that every payment is non-refundable in every circumstance.
6. Advance and booking payments
An advance or booking payment confirms the engagement and may reserve capacity. It becomes non-refundable to the extent that the corresponding stage has begun, reserved capacity is chargeable under the accepted terms, or authorised costs have been incurred. Any remaining eligible balance will be assessed fairly against the written scope and records.
7. Website and development projects
Advance and milestone payments become non-refundable to the extent that discovery, information architecture, wireframes, design, development, testing or another corresponding stage has begun or been completed. Approved milestones and delivered work are not ordinarily refundable. Additional completed work remains payable. Cancellation does not transfer ownership of unpaid deliverables, and partial handover is subject to settlement of applicable outstanding fees and third-party licence limits.
8. Branding and creative-design projects
Research, concept development, design directions, revisions and production files involve customised creative work. Payments are ordinarily non-refundable for completed or commenced stages, including rejected concepts created within the brief. Source or editable files and ownership transfer are available only as stated in the accepted proposal and after applicable payment.
10. Content creation and video services
Planning, scripting, editing, captioning, design, shoot coordination and revision work are chargeable as performed. A client’s decision not to publish approved or completed content does not itself create a refund right. Unused third-party production bookings are handled according to the supplier’s cancellation terms.
11. Meta and other advertising-management services
Swara Digital’s management fee and advertising spend are separate. Completed campaign setup, strategy, creative preparation, monitoring or optimisation is not refundable merely because the campaign does not produce a desired result. Platform approval and performance are not guaranteed.
12. AI automation and technical setup
Discovery, workflow mapping, prototype configuration, integration setup, testing and documentation are customised technical work. Payments become non-refundable to the extent the relevant stage has begun or committed API, software or implementation costs have been incurred. Third-party system limits and usage fees continue to be governed by those providers.
13. Milestone payments
A milestone invoice corresponds to a defined stage, period or deliverable. Once that stage has begun or been completed, the related payment is ordinarily non-refundable to that extent. Approval of a milestone is evidence of acceptance, subject to correction of genuine defects within any agreed support or warranty period.
14. Revision work
Included revisions are stated in the accepted scope. Time spent on requested revisions is chargeable work even if the client later changes direction. Additional or out-of-scope revisions may require separate approval and payment and are assessed as work performed for refund purposes.
15. Client delays or project inactivity
If the client does not provide content, access, feedback or approval, Swara Digital may pause the project and reschedule it to the next reasonable production slot. Payments for completed work and validly reserved capacity remain subject to the accepted terms. Before closing a materially inactive project, we will seek reasonable contact and explain any reactivation requirements where practical.
16. Third-party charges
Approved third-party purchases are generally non-refundable once ordered, activated or consumed because Swara Digital cannot recover them from the provider. Any recoverable credit actually received may be passed on or reconciled as appropriate under the accepted proposal.
17. Advertising spend
Amounts paid directly to Meta, Google or another platform are governed by that platform’s policies, and Swara Digital cannot guarantee a platform refund. Unspent advertising funds held directly by Swara Digital must be reconciled and handled according to the accepted proposal and applicable law. Management work already performed remains separately chargeable.
18. Domains, hosting, software, plugins, licences and stock assets
Domain registrations, hosting, premium themes, plugins, software subscriptions, API usage, stock images, audio or video licences, fonts, advertising spend, payment-processing costs and other approved external services are generally non-refundable once purchased, activated or consumed, subject to the provider’s terms and applicable law.
19. Duplicate or erroneous payments
A verified duplicate or clearly erroneous payment should be refunded. The client should provide transaction details sufficient to locate and verify it. Any refund will be made through an appropriate traceable method, normally linked to the original payment where practical and permitted.
20. Agency cancellation or inability to deliver
If Swara Digital cancels a service without client default and cannot provide the paid service, we will assess and refund the unearned portion after deducting completed work and authorised non-recoverable expenses. This does not limit any mandatory remedy available under applicable law.
21. Refund-request procedure
Send the request in writing to hello@swaradigitalagency.com. Include the client name, business name, invoice or transaction reference, service purchased, payment date, reason for the request and supporting evidence where relevant. Missing information may delay verification.
22. Review and approval of refund requests
We will compare the request with the accepted scope, invoices, work records, approvals, delivered items, reserved capacity and committed costs. We may ask reasonable follow-up questions. Approval, partial approval or refusal will be explained in writing, subject to confidential or legally restricted information.
23. Refund processing time
Approved refunds will ordinarily be initiated within 7–14 business days. The time taken for the amount to appear may depend on the bank, payment provider or original payment method. Swara Digital cannot guarantee an exact bank-credit date outside its control.
24. Chargebacks and payment disputes
Clients are asked to contact Swara Digital first so the matter can be reviewed and supporting records considered. Nothing prevents a client from exercising lawful payment-dispute rights. Fraudulent or abusive chargebacks may be contested using project records, approvals, invoices and delivery evidence.
25. Statutory rights
Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under applicable law. Where mandatory law provides a different remedy, the mandatory requirement prevails.
26. Changes to policy
We may update this policy prospectively to reflect service, payment-process or legal changes. The revised version will be posted with a new “Last updated” date. Changes do not rewrite an already accepted project agreement unless agreed or required by law.
27. Contact details
Swara Digital, operated by Swara Events and Planners LLP
hello@swaradigitalagency.com
+91 97417 40085
Shivamogga, Karnataka, India
9. Social-media management retainers
Fees for an active monthly service period are ordinarily non-refundable because staff time and production capacity are allocated in advance. Cancellation should be submitted in writing before the next billing period. A notice period or minimum term in the accepted proposal applies; if none is stated, 30 calendar days’ written notice applies. Services already performed remain payable, and future months are not automatically charged unless a valid accepted agreement requires them.