Refund & Cancellation Policy

1. Overview

This policy explains how clients can cancel services purchased from Xternal Media and when refunds are available. It applies to all payments made to us, whether through our website, a payment link or bank transfer.

Xternal Media provides professional digital marketing and development services. We do not sell physical products, so returns and exchanges do not apply. Because our fees pay for time, expertise and resources committed to your business, refunds are limited to the situations described below.

This policy forms part of our Terms & Conditions. If your accepted Proposal contains specific cancellation or refund terms, those terms apply to that engagement.

2. At a glance

3. How to cancel services

To cancel, email us at hello@xternalmedia.in from the email address registered for your account, with the subject line “Cancellation request”. Please include:

• your name and business name;
• the Proposal or invoice number;
• the service(s) you wish to cancel; and
• the reason for cancellation (optional, but it helps us improve).

We will acknowledge your request by email and confirm the effective date of cancellation and any amount payable or refundable. Cancellation requests made only by phone, chat or social media message must be confirmed by email.

4. When cancellation becomes effective

Ongoing services (monthly retainers)

Ongoing services such as ads management can be cancelled at any time by written request. Cancellation takes effect at the end of the billing cycle during which we receive your email. We continue to provide the services until the end of that billing cycle, which has already been paid for, and you will not be billed for any further cycles.

Project-based services

For projects such as Shopify store development, CRO projects or creative production, cancellation takes effect on the date we receive your written request. We stop work on the project from that date.

Before work begins

If you cancel after paying but before onboarding or any work has started, cancellation takes effect on the date we receive your written request.

5. When a refund may be issued

You may be eligible for a refund in the following situations:

• Cancellation before work begins. If you cancel before onboarding or any work has started, we will refund the amount paid, less any third-party costs already incurred on your behalf with your approval.
• Duplicate or excess payment. If you are charged twice for the same invoice, or pay more than the invoiced amount, the duplicate or excess amount will be refunded in full.
• Failed transactions. If money is debited from your account but the payment is not received by us, it is usually reversed automatically by your bank or the payment provider. If it is not, contact us with the transaction details and we will help resolve it.
• Services we are unable to deliver. If we cancel an engagement, or are unable to provide services you have paid for for reasons attributable to us, we will refund the amount paid for the portion of the services not delivered.
• Partially completed projects. If a project is cancelled part-way and the amount you have paid exceeds the value of the work completed up to the cancellation date (see Work already completed), we will refund the difference.

6. When a refund will not be issued

Refunds are not available for:

• work that has already been performed or delivered, including audits, strategy, account and tracking setup, campaign builds, creatives, copy, reports and development work;
• retainer fees for a billing cycle that has already started;
• dissatisfaction with advertising performance or results, because marketing results are not guaranteed (see our Terms & Conditions);
• advertising spend and third-party costs (see below);
• delays or interruptions caused by late information, access, approvals, content or payments from you;
• services paused or ended because of non-payment or a breach of our Terms & Conditions;
• ad rejections, account restrictions or suspensions caused by your products, claims, website or business practices; and
• refund requests raised more than 7 days after the date of payment, except for duplicate or excess payments.

7. Advance and service payments

Advance payments reserve our team's time and allow us to begin onboarding. An advance is applied towards the first billing cycle of a retainer or the first milestone of a project, as set out in the Proposal or invoice.

An advance is refundable only as described in When a refund may be issued — for example, if you cancel before any work has begun.

8. Work already completed

When a service is cancelled, you remain responsible for paying for work completed up to the effective date of cancellation. For projects, the value of completed work is assessed against the milestones and deliverables in the Proposal, including work in progress at the time of cancellation.

On request, we will share a summary of the work completed and hand over deliverables that have been paid for.

9. Ad spend and third-party costs

• Ad spend is paid by you directly to advertising platforms such as Meta and Google from your own ad accounts. It is not received by Xternal Media and cannot be refunded by us. Any unspent balance or billing query is governed by the platform's own terms and is handled between you and the platform.
• Where we have agreed in writing to pay ad spend or other costs on your behalf, amounts already spent or committed cannot be refunded.
• Third-party costs — such as Shopify subscriptions, paid themes, apps, domains, stock media and software tools — are subject to the refund policies of their providers. Costs we have already paid on your behalf with your approval are not refundable by us.

10. How to request a refund

Email hello@xternalmedia.in with the subject line “Refund request” and include:

• your name, business name and registered email address;
• the invoice number and payment date;
• the transaction ID or payment reference;
• the amount paid; and
• the reason for the refund request.

We will acknowledge your request by email, review it against this policy and your Proposal, and inform you of our decision by email. We may ask for additional information to verify the payment.

11. Refund processing timeline and method

Approved refunds are initiated within 5–7 business days of approval.

• Refunds are made to the original payment method — the same card, UPI account, net banking account or wallet used for the payment.
• Where a refund to the original payment method is not possible, such as for payments made by bank transfer, we will refund by bank transfer to the verified bank account of the business that made the payment.
• After we initiate a refund, your bank or card issuer may take additional time to credit it to your account, depending on their processing timelines.
• Where required under GST law, we will issue a credit note for the refunded amount.

12. Payment disputes

If you have a concern about a charge, please contact us before raising a dispute or chargeback with your bank. Most issues can be resolved quickly once we have the payment details.

13. Changes to this policy

We may update this policy from time to time. The version published on this page at the time of your payment applies to that payment, unless your Proposal states otherwise.

14. Contact information

For cancellation or refund questions, contact us at: