Refund and cancellation policy

This policy explains when fees paid to Nezler Technologies LLP can and cannot be refunded, and how to cancel a service. It forms part of our terms and conditions.

1. Summary

• All fees are non-refundable once paid.
• Advertising spend paid to Google, Meta or any other platform is never refunded by us.
• A monthly retainer can be cancelled with 30 days written notice. Fees for the notice period and work completed are payable.
• The only refund we make is for a duplicate payment or a payment charged in error. We return it to the original payment method within 7 to 10 working days after we verify it.

2. Fees are non-refundable

Our fees pay for the time, planning and skills our team commits to your work from the start of an engagement. Once paid, fees are not refunded, in full or in part. This includes:

• advance payments;
• monthly retainer fees;
• setup, onboarding and audit fees;
• fees for strategy, research, design, content, development or campaign work that has started;
• fees for completed milestones;
• fast-track delivery charges; and
• hosting and maintenance plan fees.

3. Advertising spend and third-party costs

• Ad spend. You pay advertising spend directly to Google, Meta and other platforms. Unused balances, credits, invalid clicks and billing errors are handled under those platforms' own policies and must be raised with them. We never refund ad spend.
• Third-party costs. Domains, hosting, SSL certificates, themes, plugins, fonts, stock images, software subscriptions and messaging credits bought for you are governed by the vendor's own policies. We do not refund them.

4. No refunds based on results

We do not guarantee search rankings, traffic, leads, sales, bookings or any other business result, as explained in our terms and conditions. Fees are not refunded because results were lower than expected, because a campaign was paused, because a platform rejected ads or restricted an account, or because your plans changed.

5. Cancelling a monthly retainer

• Give us 30 days written notice.
• Fees for the 30-day notice period and for work completed are payable, even if you ask us to stop work before the notice period ends.
• Any minimum term agreed in your proposal still applies.
• Retainer fees already paid are not refunded.
• Once all dues are paid, we hand over completed deliverables and return access to your accounts.

6. Cancelling a project

Before work starts

If you cancel after paying the advance but before work starts, the advance is not refunded, because it reserves our team's time for your project.

After work starts

• The advance and fees for completed milestones are not refunded.
• Fees for work done since the last completed milestone are payable, in proportion to the work done.
• We hand over the work completed up to the cancellation date once all dues for it are paid.

Projects on hold

If a project is on hold for more than 30 days because we are waiting for your inputs or approvals, no fees are refunded. We may invoice the work done so far, and restarting may need a new timeline.

7. Duplicate payments and payments charged in error

This is the only situation in which we refund money.

1. If you pay the same invoice twice, or are charged an amount that was not due, tell us in writing with the payment date, amount, payment method and transaction reference.
2. We verify the payment with our bank or payment gateway.
3. Once verified, we refund the extra amount to the original payment method within 7 to 10 working days. Your bank may take a few more days to show it in your account.

If you prefer, and tell us in writing, we can adjust the extra amount against your next invoice instead.

If money was debited from your account but the payment failed and did not reach us, your bank or payment gateway normally reverses it automatically. If it has not come back within 7 working days, tell us and we will help you trace it.

8. Chargebacks and payment disputes

Please talk to us before raising a chargeback or payment dispute with your bank. If a chargeback is raised for fees that are payable under our terms and this policy, we may share evidence of the agreed work and its delivery with the bank or payment gateway, and pause services until the dispute is resolved.

9. How to request a cancellation or report a payment error

Send your request in writing, either by message through our Contact page, which has call and WhatsApp options, or by letter to our registered office. Please include:

• your name and business name;
• the service or project;
• the proposal or invoice number; and
• the date you want the cancellation to take effect, or the payment details for a payment error.

The notice period starts on the day we receive your written request. We will confirm receipt in writing.

10. Contact us

For questions about this policy, reach us through our Contact page, or send written notice to:

Nezler Technologies LLP
Flat No. 302, Aadinath Apartment, A1 Wing, near Kendriya Vihar, Tamando, Badaraghunathpur, Bhubaneswar, Odisha 752054, India
Phone: +91 99373 42453
WhatsApp: +91 84560 87333
Email: info@nezlertech.com