Legal
Refund and Cancellation Policy
Last updated: 29 August 2026 · Effective: 29 August 2026
Australian clients: nothing in this policy excludes, restricts, or modifies any guarantee under the Australian Consumer Law. You keep your remedies for a major failure regardless of any other term on this page. See section 7.
All other clients: your non-excludable statutory rights are preserved in section 8.
1. Why payments are non-refundable once work commences
We provide custom digital services. Unlike physical goods, work that has been designed, written, and built cannot be returned. From the moment a project commences we commit dedicated time to it and turn down other work to hold the slot.
Once work has commenced, payments made to Endorphyn™ Web are non-refundable, subject to section 3 (our failure to deliver), section 7 (Australian Consumer Law), and section 8 (statutory rights elsewhere).
2. When work is treated as commenced
Work is treated as commenced at the point defined in section 4 of our Terms of Service: when we have confirmed receipt of your deposit or full upfront payment and you have confirmed your project brief in writing. Both must have happened. That same point starts the delivery clock.
Before work commences you may cancel and receive a refund of anything you have paid toward the build, less any fee that is expressly non-refundable on its own terms (the Exploration Call, the Consultation Call, and the Digital Audit, described in sections 5 and 6).
What is non-refundable once work has commenced depends on your package.
- Starter is paid 100% upfront. Once work has commenced that payment is non-refundable in full.
- Growth and Premium are paid as a 70% deposit and a 30% balance. The 70% deposit is non-refundable once work has commenced. Where the engagement ends under section 14 of our Terms of Service, or where a claim succeeds under section 3 below, any amount you have paid above that deposit is refunded to the extent it exceeds the value of the work completed at that date, calculated against the milestones set out at kick-off. Outside those two situations the above-deposit amount is not separately refundable.
This section is subject to section 3, section 7, and section 8.
3. The exception: our failure to deliver on time
If we miss the promised delivery deadline confirmed at kick-off by more than 14 business days, and the delay is not attributable to client delay, you may claim a refund of undelivered work.
3.1 What "a refund of undelivered work" means
The refund covers the portion of the fees you have paid that relates to work not delivered as at the date of your claim. Work already delivered to you, and any milestone accepted under section 6 of the Terms of Service, is not refunded. Where the whole engagement is undelivered, the whole amount paid toward the build is refunded.
We calculate the undelivered portion against the milestones set out at kick-off, and we send you that calculation in writing with our decision so you can see how the figure was reached.
3.2 What counts as client delay
The 14 business days do not include any period during which the delivery clock was paused under section 5 of the Terms of Service, meaning any period we spent waiting on your content, assets, credentials, feedback, or approval. If the overrun is caused by an outstanding response from you, this exception does not apply.
3.3 How to claim
Claims under this section must be made in writing, using the process in section 10.
4. What does not qualify for a refund
- Change of mind after work has commenced
- Dissatisfaction after the included revision rounds have been provided and the work matches the agreed scope
- Delay caused by your own outstanding content, assets, or approvals
- Failure, outage, price change, or policy change of a third-party service (hosting, domains, payment gateways, booking tools, advertising or listing platforms), as described in section 11 of the Terms of Service
- Your business circumstances changing after work has commenced
- Choosing not to use, launch, or publish completed deliverables
- A search ranking, traffic, conversion, or revenue outcome not being achieved: no such outcome is promised
This section is subject to sections 7 and 8. It does not apply where the work is genuinely defective or was not supplied with reasonable care and skill.
5. Calls: Exploration ($99.99) and Consultation ($249)
Both call fees are non-refundable once the session is confirmed. Each is credited in full toward your final invoice if you proceed within 7 days of your initial call; past 7 days the fee is no longer credited. Note that this 7-day credit window is a separate clock from the 7 business days for objections in section 6 of the Terms of Service.
Cancel at least 48 hours before the confirmed session time and we will offer one free reschedule. No reschedule is offered for a no-show or for a cancellation with less than 48 hours' notice. If we cancel, you choose between a full refund and a free reschedule.
The free quote call offered through our smaller budget page carries no fee, so nothing in this section applies to it.
6. Digital Audit ($519)
The Audit fee is non-refundable once we have confirmed receipt of your signed agreement and payment. Audit work begins immediately on payment confirmation, and the report is a one-time written analysis prepared against your business at the time of review; it cannot be returned once delivered. If you cancel before payment is confirmed, no fee is owed. We do not offer credit toward other services in lieu of an Audit refund. See section 23 of the Terms of Service for the full Audit disclaimer.
7. Australian Consumer Law
This section applies to every client in Australia and overrides anything else on this page.
Nothing in this policy excludes, restricts, or modifies any guarantee, warranty, term, condition, right, or remedy implied or conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), or by any other consumer protection law that cannot lawfully be excluded by agreement.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Where our services fail to meet a consumer guarantee, you are entitled to a remedy:
- For a major failure, you may cancel the service contract and obtain a refund for the unused portion, or compensation for the reduction in value of the services below the price paid or payable. You keep this right regardless of any other term in this policy, including the non-refundable provisions in sections 1 to 4.
- You may also be entitled to compensation for any other reasonably foreseeable loss or damage.
- For a failure that is not major, you are entitled to have the problem rectified in a reasonable time, and if that is not done, to cancel the contract and obtain a refund for the unused portion.
The liability cap in section 13 of our Terms of Service does not limit or exclude any of these rights. Where the Australian Consumer Law permits liability for a failure to comply with a consumer guarantee to be limited, our liability is limited to supplying the services again or paying the cost of having them supplied again, at our election.
8. Statutory rights in every other jurisdiction
Nothing in this policy excludes or limits any right or remedy you hold under a law that cannot be excluded by agreement in the country or state where you are based. Where any term of this policy conflicts with such a law, that law prevails and the term applies only so far as the law permits. This includes, without limitation:
- India: rights under the Consumer Protection Act 2019, including access to consumer redressal forums.
- United Kingdom: rights under the Consumer Rights Act 2015 and related legislation, including the right to services performed with reasonable care and skill.
- European Union: rights under applicable EU and national consumer protection law.
- United States: rights under applicable federal law and the law of your state.
- Canada: rights under applicable federal law and your provincial or territorial consumer protection legislation.
If you believe a mandatory right applies to you that this policy appears to cut across, tell us in your claim and we will assess it on that basis.
9. Chargebacks
Please contact us before initiating a chargeback or bank dispute. Section 9 of our Terms of Service sets out what follows a chargeback raised without first approaching us in good faith: it is a material breach, it terminates every licence and ownership transfer, and it entitles us to suspend ongoing services and pursue recovery.
This does not apply to, and is not intended to discourage, a dispute raised in the exercise of a genuine legal right, including any right preserved by sections 7 and 8.
10. How to make a claim
Send your claim to our grievance contact: shivansh@endorphynweb.com, with the subject line "Refund claim".
Include: your invoice number, the date work commenced, what was delivered and when, what you say was not delivered, and the outcome you are seeking. If you are relying on section 7 or section 8, say so and name the law.
| Stage | Our response window |
|---|---|
| Acknowledgement of your claim | Within 3 business days of receipt |
| Written decision, with the calculation where a refund is due | Within 15 business days of acknowledgement |
| Approved refund issued to the original payment method | Within 10 business days of the decision |
Your bank or card issuer may take additional time to post a refund after we have issued it; that part is outside our control. Where a claim is complex and we need longer, we tell you in writing before the decision window expires, with the reason and a new date. These windows are our service commitment and do not replace any shorter period required by a law that applies to you.
11. Care Plan
Monthly Care Plan fees are billed in advance. The current billing period is non-refundable once charged. Cancellation takes effect at the end of the current billing cycle with 30 days' written notice. There are no prorated refunds for unused days. This section is subject to sections 7 and 8.
12. Marketing services: ongoing retainers
This section covers the monthly marketing retainers described on our marketing page: Performance Marketing, Social Media Management, Local Search Optimisation, and AI Search Visibility. Their full commercial terms are in section 21 of our Terms of Service.
- Minimum term. Every retainer runs on a three-month minimum term. The three months are payable in full whether or not you continue past them.
- Ending it. After the minimum term, either party may end the retainer with 30 days' written notice. We keep working through the notice period, hand over access, and stop.
- Monthly fees. Each month's management fee is non-refundable once that month's work has begun. There are no prorated refunds for unused days inside a month already started.
- Ad spend is not ours to refund. Ad spend is paid by you directly to Google, Meta, or any other platform, on your own payment method, in your own account. We never bill it, hold it, or mark it up, so we can neither refund it nor recover it for you. Anything you want back from a platform is a claim against that platform.
- No refund for an outcome not achieved. A return on ad spend, a lead volume, a cost per lead, a conversion rate, follower growth, a ranking position, or an AI citation not being achieved is not a ground for a refund, because no such outcome is promised. What is owed to you is the work described on the service listing and the monthly report of what was done. Genuine non-performance of that work is a different matter and is handled under section 10.
This section is subject to sections 7 and 8.
13. One-off ads audits and account reviews
This section covers the Google, Meta, and Combined Ads Audits, the New Account Setup Review, the Suspended Account Review, the Google Business Profile Overhaul, and the Digital Cost Audit. Their full scope terms are in section 22 of our Terms of Service.
Each is deliverable-based: what you buy is a written report or written recommendation, prepared once. The fee is non-refundable once we have confirmed the scope and tier in writing and you have paid, because work begins on payment confirmation and a written analysis cannot be returned once delivered. If you cancel before payment is confirmed, no fee is owed.
The deliverable is the report, not the result. No one-off review is refundable on the basis that a ranking, a traffic level, a cost per result, an account approval, or the reinstatement of a suspended account did not follow. The Suspended Account Review is review and appeal support only; reinstatement is the platform's decision alone.
This section is subject to sections 7 and 8.
14. Governing law
This policy is governed by the laws of India, and disputes are subject to the exclusive jurisdiction of the courts at Gurgaon, India, as set out in section 17 of our Terms of Service. That clause is subject to sections 7 and 8 of this policy: where a mandatory law of your own country gives you a right to bring proceedings locally, this policy does not take it away.
15. Contact
Refund claims and grievances: shivansh@endorphynweb.com · General enquiries: get@endorphynweb.com