Refund and Cancellation Policy

This policy applies to every service Storifex Media LLP sells. It forms part of our Terms of Service. Where you have signed a services agreement with different cancellation or refund terms, that agreement prevails for your engagement.

The deposit is not refundable. Signing the agreement and paying it is what starts the work, and the work starts the same day. Everything below explains that, and sets out the narrow situations where a refund is due.

We sell professional digital services, made specifically for you: website design and development, content management systems, CRM configuration, workflow automation, custom software such as client portals, and the ongoing optimisation of those systems.

Two things follow. There are no physical goods, so there is nothing to return, no shipping and no return address. And the work is bespoke, built for your business and nobody else's, so it cannot be resold or recovered. Time spent on your project is spent. That is the fact this entire policy rests on.

We do not take a deposit to hold your place in a queue. We take it because the project begins the moment it arrives, and because saying yes to you means restructuring how everything else runs.

1. 1We take a small number of builds at a time. Accepting your project means declining or deferring other work for the same window, and that window cannot be resold at short notice.
2. 2Our whole delivery plan is rebuilt around your project the day you sign: the schedule, who is assigned to it, and the order every other project runs in. Your dates become commitments we then have to keep.
3. 3Discovery, the brief, the architecture and the first design pass all happen immediately. That is not preparation for the work, it is the work, and it is the most senior time on the project.
4. 4A working version of your site follows in the opening days of the project rather than at the end of it. By the time most people could reasonably change their mind, the thing they paid for is already in their hands.

So the deposit is not a holding fee that sits in our account waiting to see whether you go ahead. It pays for capacity that is reserved and consumed, and for work that starts at once. It is earned when it is paid, and that is why cancelling does not return it.

Everything we deliver is digital. There is no shipment, no courier, no tracking number and no delivery charge. Work reaches you electronically, by whichever route we have agreed: email, a handover call, or transfer straight into accounts, hosting or repositories you own.

Delivery begins as soon as the signed agreement and the deposit are both in. From that point the project is live and work is underway.

The dates themselves are set for your project and not on this page. Every engagement is scoped and planned individually, so the delivery schedule, the milestones, the number of revision rounds and any post-launch support period are stated in your own proposal and services agreement. That document governs your project. Nothing on this page adds a date to it, extends it, or replaces it.

• Where a delivery date is agreed, it assumes we are not waiting on you. Where content, feedback, approvals or system access is outstanding on your side, the date moves out by the length of that wait and we tell you when it does.
• Delays caused by third parties outside our reasonable control, such as registrars, hosting providers, app-store reviews or your own vendors, are not a failure to deliver on our part.
• A deliverable is treated as accepted when you confirm it in writing, or five business days after we deliver it for review if you have raised nothing in that time.
• Any indicative timescale quoted on our website, in a proposal conversation or in marketing material is an illustration of how we normally work. It is not a delivery commitment, and only your signed agreement creates one.

You can stop a project at any time and you do not have to give a reason. Tell us in writing and we will close it down properly rather than leave it hanging.

• The deposit, and any other amount already paid, is not refunded. This applies at every stage, including before the first working version has been delivered, because the capacity has already been committed and the senior work has already been done.
• Any balance not yet due is cancelled. We will not invoice you for the rest of the project, and there is no cancellation charge, exit fee or penalty on top.
• You keep everything you have paid for. We hand over the work completed to date rather than hold it back, in whatever state it has reached.
• Anything not yet paid for stays ours until it is. Ownership of the deliverables passes to you on payment, as set out in our Terms.
• Third-party costs already spent on your behalf, such as domains, licences, stock media or paid media, are not refundable in any circumstances. That money has left our account and gone to somebody else.

Pausing instead of cancelling

If the problem is timing rather than the project, say so. We would far rather park a project and restart it than lose it. A paused project keeps what you have paid towards it, and we will agree new dates when you are ready. We cannot hold a reserved slot open indefinitely, so we will tell you before we release it to other work.

Recurring work

If your engagement includes a recurring fee, such as a quarterly optimisation sprint or a retainer, you may cancel it at any time on 30 days' written notice. The period already running is not refunded, because it has been reserved and staffed, and nothing further is charged. There is no minimum term beyond any stated in your agreement.

This is the situation a refund is actually for. If we take your money and then fail to deliver what we agreed, you get it back. We hold ourselves to that in writing because we expect to be held to it.

• If we cancel an engagement for any reason other than your non-payment, you receive a full refund of everything you have paid for work we have not delivered, and you keep everything we have delivered.
• If we decline or withdraw from a project before starting it, you receive a full refund of everything you have paid.
• If we miss a delivery date for reasons that are ours and not yours, you may either agree new dates with us or end the engagement and be refunded for the part we have not delivered.
• If we cancel because an invoice has stayed unpaid after we have chased it, no refund is due on work already delivered. We will still hand over anything you have paid for.

We may end an engagement if we cannot deliver it to a standard we are willing to put our name to, if the scope has moved beyond what we can do well, or if we are asked to do something unlawful or something we consider dishonest.

Separately from anything above, and regardless of the stage your project has reached, we refund the following in full and without argument:

• A duplicate payment, where the same invoice has been paid twice.
• A payment for more than the invoiced amount, refunded down to the correct figure.
• A payment made against an invoice raised in error, or against an invoice that was not yours.
• A payment taken by a technical fault on a payment page.

You do not need to ask for these where we spot them first. When we find one, we refund it and tell you, rather than hold a credit against future work unless you ask us to.

• The deposit, once the agreement is signed and it has been paid. This is the main term of this policy and Section 3 explains why.
• Work already delivered and accepted, including a delivered working version, a launched site or a completed sprint.
• Third-party pass-through costs already spent on your behalf: domains, hosting, software licences, fonts, stock media and paid media budgets.
• Capacity held for you and lost to delays on your side.
• Taxes already remitted to a tax authority, where the law does not allow us to reclaim them. Where it does, they are refunded with the rest.
• Bank, card-network or currency-conversion charges levied by your own bank or issuer, and any exchange-rate movement between the date you paid and the date of a refund.
• A change of mind about a design direction you have already approved. That is a revision or a change request, and it is handled as one.
• Business results. We build the system properly and we are honest about what it can do, but nobody can guarantee traffic, rankings, leads or revenue, and a refund is not available on the basis that a delivered site did not produce a commercial outcome we never promised.

Nothing in this section limits any right you have under a law that applies to you and cannot be contracted out of.

Where a refund is due, it is capped at the amount you have actually paid Storifex Media LLP for the engagement in question, less anything already earned or already spent as set out above. That is the whole of what we owe you in that situation.

We are not liable, by refund or otherwise, for indirect or consequential loss: lost profit, lost revenue, lost or corrupted data, loss of goodwill, wasted staff time, or the cost of a third party redoing the work. This mirrors the limitation of liability in our Terms of Service, which applies in full to anything under this policy.

Accepting a refund settles the matter it was paid for. We will not ask you to sign anything to receive one, and we do not treat paying one as an admission of fault, but it does close that claim.

There is no form to fill in. Email hello@storifexmedia.com with "Refund request" or "Cancellation" in the subject line, or call +91 99221 03897 during Monday to Friday, 10:00 to 19:00 IST and we will confirm it back to you in writing. Clients with a portal login can also raise it on the Messages page, which reaches the same place.

So we can deal with it in one reply rather than five, please include:

1. 1Your name and your business name, as they appear on the invoice.
2. 2The invoice number, or the date and amount of the payment.
3. 3How you paid: card, UPI, net banking or bank transfer.
4. 4What you want, and briefly why. If something is wrong with the work, tell us what it is, because fixing it is included and is almost always faster.

• Refunds go back to the original payment method. A card payment is reversed to that card, a UPI or net-banking payment to that account, a bank transfer to the account it came from. We cannot refund to a different method or a different person.
• Refunds are made in the currency you paid in, for the amount you paid. We do not convert, and we are not responsible for a difference in what you receive caused by an exchange-rate movement.
• Where a card payment cannot be reversed, for example because the card has expired or been closed, we refund by bank transfer once you have confirmed the account details in writing.
• Partial refunds show as a partial reversal against the original payment, so your statement and our invoice reconcile.
• We never charge a processing or handling fee on a refund.

If you think a charge is wrong, contact us first. Almost every dispute we have seen was a misunderstanding that took one email to sort out, and we can refund a genuine error faster than a bank can.

A chargeback raised on a fee properly owed under this policy, in particular a deposit for a project we have started, is a dispute we will contest with our records: the signed agreement, the payment, the delivery dates and the work delivered. Where that happens we may suspend work and recover what is owed, including any costs of the dispute. None of this affects your statutory rights or your right to approach your bank, your card issuer, or the ombudsman scheme that covers them.

Escalate it to our Grievance Officer, Nitesh Padghan, at hello@storifexmedia.com with "Grievance" in the subject line. We acknowledge every complaint within one business day and aim to resolve it within 15 days of receipt. If it is still unresolved, the dispute-resolution clause in our Terms of Service applies.

We may update this policy. The version and effective date at the top of the page show when it last changed, and the terms that apply to your engagement are the ones in force on the day you signed.

Storifex Media LLP, H. No. 84, At Po. Antule Nagar (Andharwadi), Hingoli, Hingoli - 431513, Maharashtra, India. Email hello@storifexmedia.com. Phone +91 99221 03897, Monday to Friday, 10:00 to 19:00 IST.