Last updated: 18 May 2026. This Refund Policy explains when and how Dcrayons issues refunds for paid services. It is the default position; the specific commercial terms in your signed Statement of Work (SoW) or Master Services Agreement (MSA) take precedence over this page if there is a conflict.
1. Scope
This policy covers four engagement models:
- Monthly retainers. recurring billing for ongoing SEO, paid media, social, content, or account-management services.
- Fixed-price projects. one-off engagements with defined milestones (web build, redesign, audit, strategy sprint).
- Discovery and strategy work. audits, roadmaps, research, and consulting deliverables.
- Subscriptions and digital products. any SaaS-style monthly or annual subscription Dcrayons publishes.
2. Monthly retainers
Monthly retainers are paid in advance. You may cancel for any reason by giving 30 days' written notice to your account manager (or to info@dcrayons.app if you prefer).
- Refund on un-delivered months: any fully-paid month for which we have not yet started work is refunded in full.
- Pro-rated refund on the current month: the running month is refunded on a pro-rated basis for days not delivered, less direct third-party costs already committed on your behalf (paid-media spend, premium tools, paid placements).
- Non-refundable: work already delivered and accepted (campaigns shipped, deliverables signed-off, reports issued).
Pre-paid annual retainers receive the same treatment, pro-rated by month.
3. Fixed-price projects
Project fees are paid by milestone. Each milestone is non-refundable once accepted (signed off in writing by you). Before milestone acceptance, the policy is:
- Cancellation before kick-off: any initiation fee is refundable, less a 10 percent administrative charge that covers proposal, scoping, and contracting effort.
- Cancellation during a milestone: the milestone fee is refundable for the portion of work not yet performed, less any pass-through costs already committed.
- Cancellation after milestone acceptance: that milestone is non-refundable; subsequent milestones not yet started are refundable.
4. Discovery, audit, and strategy work
Audit and strategy deliverables (SEO audits, paid-media audits, content audits, GTM plans, roadmaps) carry a real cost from the moment we open the engagement: senior-time, proprietary frameworks, and tooling. Once we have started work, these fees are non-refundable. Before kick-off, they follow the 10 percent administrative-charge rule in section 3.
5. Subscriptions and digital products
If Dcrayons ever publishes a SaaS-style subscription, monthly subscriptions are non-refundable for the current month but can be cancelled effective the next billing cycle. Annual subscriptions can be refunded pro-rata for un-used months within 30 days of purchase, less a 10 percent administrative charge.
6. Third-party pass-through costs
Paid-media spend (Google Ads, Meta Ads, LinkedIn Ads, programmatic), premium tool subscriptions (SEMrush, Ahrefs, Hotjar, etc.), influencer payments, and third-party deliverables (stock photos, premium plugins, font licences) are paid to the third party on your behalf and are NOT refundable from Dcrayons. We pass through actual cost without markup or with a clearly-stated handling fee per the SoW.
7. How to request a refund
- Email info@dcrayons.app with the SoW or invoice reference, the amount you are claiming, and the reason.
- We acknowledge within 3 business days.
- We respond with our position within 10 business days, including a refund calculation if applicable.
- Approved refunds are processed within 14 business days to the original payment method. Card and net-banking refunds via Razorpay typically take 5 to 7 additional business days to reflect on your statement; international wires can take 7 to 14 days.
8. Invoice disputes
If you dispute a specific charge on an invoice, raise it within 30 days of the invoice date by replying to the finance email or writing to info@dcrayons.app. After 30 days the invoice is deemed accepted and is no longer disputable through this policy.
9. Chargebacks
Please raise disputes with us directly before filing a chargeback or payment-network dispute. Chargebacks filed without contacting us first incur a INR 2,500 administrative fee per dispute (or USD 30 equivalent for international cards).
10. Goodwill exceptions
This policy is the floor, not the ceiling. Dcrayons reserves the right to issue a goodwill refund or credit outside the rules above when we judge it the right thing to do for a long-standing client or a clear service failure on our side. A goodwill exception is one-off and does not create a precedent.
11. Contact
Refund or billing question? Write to info@dcrayons.app with "Refund" or "Billing" in the subject. We aim to respond within 2 business days.