Refund & Cancellation Policy

1. Overview

At Graceform, we strive to deliver exceptional services and ensure client satisfaction. This policy outlines our refund and cancellation procedures for various services.

Please read this policy carefully before making a payment.

2. Cancellation Policy

2.1 Before Project Commencement:

Cancellations made before project start: 100% refund of advance payment
Deduction of payment gateway charges (if applicable)
Request must be made in writing via email

2.2 After Project Commencement:

Partial work completed will be charged proportionally
Refund will be processed after deducting completed work value
Client receives all work completed up to cancellation point

2.3 Cancellation by Graceform:

If we cancel, you receive 100% refund
All completed work delivered at no charge

3. Refund Policy

3.1 Eligibility for Refunds:

Refunds may be issued in the following situations:

Service not delivered as per agreed scope
Major technical issues preventing service delivery
Project cancellation before commencement
Duplicate payment or billing errors
Service cancellation by Graceform

3.2 Non-Refundable Items:

Completed and delivered work
Third-party costs (domain, hosting, licenses, stock photos)
Government fees (for NGO registration services)
Time spent on initial consultations and planning
Services explicitly marked as non-refundable

4. Service-Specific Policies

4.1 Design Services (Logo, Graphics, Identity):

Refund available if initial concepts don't meet brief
After concept approval, work is non-refundable
Includes agreed number of revisions

4.2 Website Development:

Milestone-based refunds for incomplete stages
Completed milestones are non-refundable
Client must review and approve each milestone

4.3 NGO Documentation & Registration:

Government fees are non-refundable
Service fee refundable if documents not prepared
Delays due to government processing are not refundable

4.4 Monthly Services (SEO & Content Care):

30-day notice required for cancellation
Payment for current month is non-refundable
Unused days of next month may be refunded
No refunds for performance metrics not met, as improvements are organic and long-term

Note: We do not offer PPC, paid advertising, or traffic-buying services.

4.5 Consultation Services:

Must cancel 24 hours before scheduled time
Late cancellations: 50% refund
No-shows: No refund

5. Refund Request Process

To request a refund:

Send a written request to info@graceform.in
Include: Order ID, Payment details, Reason for refund
We will review within 5-7 business days
Provide additional information if requested
Receive decision and refund timeline

Required Information:

Full name and contact details
Transaction ID and payment receipt
Service/project name
Detailed reason for refund request
Supporting documents (if applicable)

6. Refund Processing Time

6.1 Approval Timeline: 5-7 business days for review and decision

6.2 Processing Timeline:

Razorpay/Online Payments: 5-10 business days
Credit/Debit Cards: 7-15 business days
Bank Transfers: 3-7 business days
UPI/Wallets: 3-5 business days

Note: Bank processing times may vary. Graceform is not responsible for delays by financial institutions.

7. Partial Refunds

In certain situations, partial refunds may be issued:

Project completed partially as per milestones
Scope reduction mutually agreed
Service quality issues acknowledged
Delays caused by Graceform

Partial refund amount is calculated based on:

Percentage of work completed
Time and resources invested
Third-party costs incurred
Deliverables already provided

8. Dispute Resolution

8.1 Communication First: We encourage open communication to resolve any issues.

8.2 Escalation Process:

Contact your project manager
Escalate to senior management (info@graceform.in)
Written formal complaint with details
Resolution meeting (if needed)
Mutually agreed solution

8.3 Timeline: Most disputes resolved within 14 business days

9. Client Responsibilities

To ensure smooth refund processing:

Provide accurate payment and contact information
Submit refund requests within 30 days of payment
Respond promptly to our queries
Provide valid reasons for refund
Return all delivered materials (if applicable)

10. Chargebacks

Important: Please contact us before initiating a chargeback with your bank.

Chargebacks may result in account suspension
We prefer to resolve issues directly
Legitimate disputes will be addressed fairly
Fraudulent chargebacks may result in legal action

11. Modifications to Services

If you wish to modify rather than cancel:

Request changes in writing
Additional charges may apply for expanded scope
Credits may apply for reduced scope
Timeline adjustments will be communicated

12. Force Majeure

In cases of unforeseen circumstances beyond our control (natural disasters, pandemics, government actions), we will:

Communicate delays immediately
Offer timeline extensions
Provide options for partial refunds or service credits
Work to minimize impact on your project

13. Changes to This Policy

We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services constitutes acceptance of the updated policy.

14. Contact Information

For refund requests or questions about this policy:

Email: info@graceform.in
Phone: +91 70111 37660
Address: Palam, Delhi, India
Business Hours: Monday - Saturday, 9:00 AM - 6:00 PM IST

Response Time: We aim to respond to all refund requests within 24-48 hours.