Refund and Cancellation Policy — Mas Digital
Effective Date: 22 July 2026
Last Updated: 22 July 2026
This Refund and Cancellation Policy explains how cancellations, refunds, advance payments, monthly service fees and third-party expenses are handled by Mas Digital.
Mas Digital provides customized digital services, including website development, SEO, Local SEO, social media marketing, Google and Meta Ads management, graphic design and branding. Because these services involve planning, research, reserved working time and customized deliverables, refunds are assessed according to the work completed and expenses already incurred.
This policy should be read together with our Terms and Conditions, applicable quotation, invoice, proposal and service agreement.
Consumer-facing information should clearly explain service terms and pricing, while contractual commitments remain governed by the agreed terms and applicable Indian law.
1. Business Information
Business Name: Mas Digital
Website: MasDigital.co.in
Phone and WhatsApp: +91 85912 94003
Email: info@masdigital.co.in
Office Address: Suyash Park CHS, Plot No. 88, Sector 23, Ulwe, Navi Mumbai, Maharashtra 410206
Only publish the email address after the mailbox is active.
2. Scope of This Policy
This policy applies to payments made for:
- Website development
- Website redesign
- Website maintenance
- Search Engine Optimization
- Local SEO
- Google Business Profile optimization
- Social media marketing
- Social media content creation
- Google Ads management
- Meta Ads management
- Graphic design
- Logo design
- Branding
- Landing-page development
- Content writing
- Consultancy
- Other customized digital services
A project-specific quotation or signed agreement may include different cancellation or refund terms. Where those terms conflict with this general policy, the project-specific written agreement will apply.
3. General Refund Principle
Mas Digital does not automatically provide a full refund merely because a client changes their mind after work has started.
Any refund decision will consider:
- Work already completed
- Research and planning performed
- Designs or drafts created
- Time reserved for the project
- Revisions completed
- Services already delivered
- Third-party purchases
- Administrative and payment-processing costs
- Non-recoverable commitments
- The reason for cancellation
- The applicable quotation or agreement
Customized digital services cannot generally be returned in the same manner as unused physical products.
Nothing in this policy removes any legal right or remedy that cannot lawfully be excluded.
4. Cancellation Before Work Begins
A client may request cancellation before work begins by contacting Mas Digital in writing.
When no work has started and no third-party purchase has been made:
- The payment may be eligible for a refund.
- Payment-gateway, bank or transaction charges may be deducted.
- Administrative or consultation charges already disclosed may be deducted.
- The refund will be processed through a mutually agreed method.
A project is considered to have started when Mas Digital performs any agreed activity, including:
- Business consultation
- Research
- Competitor analysis
- Keyword research
- Project planning
- Sitemap or content planning
- Design concept development
- Website setup
- Domain or hosting configuration
- Campaign planning
- Account audit
- Content creation
- Resource allocation
5. Cancellation After Work Begins
When cancellation is requested after work has started:
- Completed work is chargeable.
- Time already spent is chargeable.
- Third-party expenses are non-refundable.
- Approved deliverables are non-refundable.
- The refundable amount, if any, will be calculated after deducting applicable charges.
- Mas Digital may provide completed paid work in its current condition after settlement of outstanding amounts.
- Work-in-progress files or editable source files are provided only when included in the package and fully paid for.
Where the completed work and committed expenses equal or exceed the payment received, no refund will be due.
6. Advance Payments and Deposits
Advance payments secure project time, initiate research and allow work to begin.
Unless otherwise stated in writing:
- An advance becomes non-refundable after work begins.
- Third-party costs included in the advance are non-refundable once purchased.
- The advance may be adjusted against completed work.
- An advance does not reserve an unlimited project period.
- Delays caused by the client do not automatically create refund eligibility.
For larger projects, payments may be divided into milestones. Each paid milestone covers the work completed or scheduled for that stage.
7. Website Development Refunds
Website development is a customized service.
Before design or development begins
A refund may be considered after deducting:
- Consultation charges
- Planning costs
- Payment-processing charges
- Purchased domain, hosting, theme, plugin or license costs
After initial design or development begins
The advance or applicable milestone payment will normally be non-refundable.
After the client approves a design
Payments for that stage are non-refundable.
After the website is completed or launched
No refund will normally be provided.
After credentials or files are handed over
No refund will be provided for the completed work.
A refund will not be granted solely because:
- The client changes their business plan
- The client no longer needs the website
- The client delays providing content
- The client prefers a different design direction after approval
- The client does not use the completed website
- Another provider offers a lower price
- Search rankings or enquiries are lower than expected
8. Domain, Hosting and Third-Party Licenses
The following are generally non-refundable once purchased or activated:
- Domain registration
- Domain renewal
- Website hosting
- Email hosting
- SSL certificates
- Premium themes
- Premium plugins
- Font licenses
- Stock images
- Stock videos
- Software subscriptions
- API charges
- Payment-gateway fees
- Third-party platform charges
These services are governed by the applicable provider’s own refund and cancellation policies.
Where possible, ownership or account access may be transferred to the client after all dues are paid and subject to the provider’s terms.
9. SEO Service Cancellation
SEO is an ongoing service involving research, technical work, content optimization and monitoring.
Unless otherwise agreed:
- Monthly SEO fees are non-refundable once the service month begins.
- Completed SEO work is non-refundable.
- Keyword research, audits and reports already delivered are non-refundable.
- Unused future months paid in advance may be reviewed for refund after deductions.
- A cancellation request should be submitted before the next billing period.
- Rankings, traffic, leads and sales are not guaranteed.
A refund will not be provided because:
- A specific keyword did not achieve a desired position
- Rankings fluctuate
- Google changes its systems
- Competitors improve their websites
- The client ends the service before the recommended duration
- The client fails to implement recommendations
- The website experiences unrelated technical problems
10. Local SEO Cancellation
For Local SEO and Google Business Profile services:
- Payments for completed audits and optimization are non-refundable.
- Monthly fees are non-refundable after that month’s work begins.
- Google Business Profile suspension, reverification or rejected edits do not automatically qualify for a refund.
- Google Maps ranking positions cannot be guaranteed.
- Reviews, profile actions and customer enquiries cannot be guaranteed.
Where a client prepaid for future unstarted months, Mas Digital may review the unused amount after deducting work completed, reserved resources and applicable expenses.
11. Postpaid SEO Trial
Where Mas Digital offers a written postpaid SEO or Local SEO trial:
- The exact trial scope will be agreed before work begins.
- The client must provide timely website and profile access.
- The trial does not guarantee a specific ranking.
- Early keyword movement is not guaranteed.
- Work completed during the trial may become chargeable according to the written offer.
- Third-party costs remain payable in advance.
- Continuing services after the trial requires acceptance of the applicable plan.
A postpaid offer is available only when confirmed by Mas Digital in writing.
12. Social Media Marketing Cancellation
Monthly social media services involve advance planning and resource allocation.
Unless otherwise agreed:
- Monthly fees are non-refundable once content planning or production begins.
- Completed posts, reels, designs, captions and calendars are non-refundable.
- Unused posts do not automatically carry forward.
- Approved or published content is considered delivered.
- The client should request cancellation before the next billing cycle.
- Scheduled future content may be stopped after outstanding dues are settled.
A refund will not be provided because of:
- Low organic reach
- Fewer followers than expected
- Platform algorithm changes
- Low engagement
- Lack of sales
- Delayed approvals by the client
- Failure to provide content, offers or business information
13. Google and Meta Ads Cancellation
Advertising management fees and advertising budgets are separate.
Management fees
- Campaign setup fees are non-refundable after setup begins.
- Monthly management fees are non-refundable after the service month begins.
- Completed strategy, targeting, copywriting, tracking and optimization work is non-refundable.
Advertising budget
Advertising budget paid directly to Google or Meta is controlled by the applicable platform.
Mas Digital cannot refund money held or charged by:
- Google Ads
- Meta Ads
- Other advertising platforms
Unused platform budget remains subject to the platform’s billing system and policies.
A refund will not be provided because:
- Leads were fewer than expected
- Leads did not convert into sales
- The cost per lead increased
- Advertisements were rejected
- An advertising account was restricted
- The client’s website or landing page performed poorly
- The client’s sales team did not follow up effectively
14. Graphic Design and Branding Refunds
Graphic design and branding are customized creative services.
Before concept development begins
A refund may be considered after deducting consultation and administrative charges.
After concepts are created
The initial payment is normally non-refundable.
After a concept is selected or approved
No refund will be provided for that stage.
After final files are delivered
No refund will be provided.
A refund will not be granted solely because:
- The client changes their preferred style
- Business partners disagree after approval
- The client changes the business name
- The client wants additional concepts beyond the package
- Trademark registration is unavailable
- Printed colours differ slightly from screen colours
Rejected or unused concepts remain the property of Mas Digital unless otherwise agreed.
15. Content Writing and Creative Deliverables
Payments for content writing, captions, scripts, blogs, website copy and other customized content are non-refundable after drafting begins.
Revisions are handled according to the package or quotation.
A complete rewrite caused by a new brief, changed business direction or newly supplied information may require an additional fee.
16. Consultation Fees
Paid consultation fees are generally non-refundable once the consultation has:
- Started
- Been completed
- Been scheduled and missed without sufficient notice
- Resulted in a strategy, audit, recommendation or report
Where a client cancels a scheduled paid consultation with sufficient advance notice, rescheduling may be offered at Mas Digital’s discretion.
17. Monthly and Recurring Services
For recurring services:
- Fees are charged according to the agreed billing cycle.
- Cancellation must be submitted in writing.
- Cancellation takes effect after the current paid period unless otherwise agreed.
- The current billing period is normally non-refundable.
- Future unstarted periods will not be charged after a valid cancellation takes effect.
- The client remains responsible for all outstanding amounts.
- Services may be paused when payment is overdue.
Where a minimum commitment period applies, early cancellation may require payment of agreed committed charges.
18. Annual Plans
Annual plans may offer discounted pricing in exchange for a longer commitment.
Unless otherwise stated:
- Completed months are charged at the applicable regular monthly rate when an annual plan is cancelled early.
- Discounts may be reversed when calculating any refund.
- Setup, audit and onboarding fees are non-refundable.
- Third-party expenses are non-refundable.
- Any refund applies only to eligible unstarted service periods after deductions.
The exact calculation may be stated in the relevant quotation or service agreement.
19. Package Downgrades and Upgrades
Upgrades
A client may request an upgrade by paying the difference and any additional setup charges.
Downgrades
A package downgrade:
- Must be requested before the next service period
- Does not create a refund for work already completed
- May reduce future deliverables
- May require a revised agreement
- Does not apply retroactively
20. Project Delays Caused by the Client
Refunds will not normally be provided when project delays result from:
- Missing content
- Missing images or business details
- Delayed approval
- Delayed access credentials
- Repeated changes
- Unavailable decision-makers
- Delayed payment
- Failure to provide legal or regulatory information
- Failure to respond
Mas Digital may pause or archive a project after prolonged inactivity.
Restarting an inactive project may require:
- Updated pricing
- A restart fee
- A revised timeline
- Payment of outstanding dues
21. Inactive or Abandoned Projects
A project may be considered inactive when the client does not respond or provide required information for an extended period.
Where a project remains inactive:
- The project may be paused or closed.
- Payments already made may become non-refundable.
- Resources may be reassigned.
- Completed files may be archived.
- A restart fee may apply.
- Current pricing may apply when work resumes.
Mas Digital should provide reasonable notice before permanently closing an inactive project where practical.
22. Cancellation by Mas Digital
Mas Digital may cancel, suspend or refuse a project where:
- The requested work is unlawful
- The client provides false information
- Payments remain overdue
- The client breaches the agreement
- The client behaves abusively or threatens team members
- Required access is unavailable
- Continued work creates a security or legal risk
- The client repeatedly fails to cooperate
- The project falls outside our technical ability
- A serious conflict of interest arises
Where Mas Digital cancels a project without client fault, an appropriate refund may be issued for eligible work not yet completed, after deducting completed work and non-refundable expenses.
23. Unsatisfactory Service Claims
Clients should report concerns promptly and provide clear details.
Before considering a refund, Mas Digital may offer:
- Correction of genuine errors
- Completion of omitted agreed work
- Reasonable revisions
- Technical troubleshooting
- Replacement of defective files
- Service credits
- Rescheduling
- Another appropriate remedy
A preference change does not automatically mean that a service is defective.
24. Revision Requests
Refunds are not a substitute for the agreed revision process.
Clients must first use the included revision rounds where the concern relates to:
- Design preferences
- Layout
- Colour choices
- Text corrections
- Minor content changes
- Creative adjustments
Requests beyond the included revisions may be charged separately.
25. Duplicate or Incorrect Payment
If a client makes:
- A duplicate payment
- An accidental excess payment
- A payment against the wrong invoice
the client should contact Mas Digital with transaction details.
After verification, the excess amount may be:
- Refunded
- Adjusted against another invoice
- Retained as account credit with the client’s agreement
Bank and payment-processing charges may be deducted where applicable.
26. Refund Request Procedure
To request cancellation or a refund, send a written request containing:
- Full name
- Business name
- Phone number
- Email address
- Invoice or quotation number
- Service purchased
- Payment date
- Payment amount
- Reason for cancellation or refund
- Supporting documents
- Preferred resolution
Send the request to:
Email: info@masdigital.co.in
Phone or WhatsApp: +91 85912 94003
A WhatsApp conversation alone may be insufficient where additional formal details are required.
27. Review of Refund Requests
After receiving a complete request, Mas Digital will review:
- The applicable quotation
- Payment records
- Work completed
- Deliverables shared
- Approvals received
- Third-party costs
- Communication history
- Contractual obligations
- Any applicable legal requirement
We may request additional information before making a decision.
28. Refund Processing Time
Where a refund is approved:
- Mas Digital will communicate the approved amount.
- Refunds will generally be initiated within 7–14 working days after approval.
- Bank or payment-provider processing may take additional time.
- The refund may be sent to the original payment method or another agreed account.
- Transaction charges may be deducted where legally permitted and previously disclosed.
The actual credit time depends on the bank, payment gateway or payment method.
29. Refund Calculation
An eligible refund may be calculated as:
Amount received
minus:
- Work completed
- Consultation and planning time
- Designs or content created
- Setup or onboarding work
- Approved milestones
- Third-party expenses
- Reserved resource costs
- Administrative costs
- Payment-processing charges
- Applicable taxes or deductions
- Outstanding invoices
Mas Digital will provide a reasonable explanation of the calculation where a partial refund is approved.
30. Non-Refundable Items
The following are generally non-refundable:
- Completed services
- Approved deliverables
- Work already published or launched
- Domain registrations
- Hosting fees
- Premium themes and plugins
- Software licenses
- Stock images and videos
- Advertising spend
- Payment-gateway charges
- Completed audits
- Completed consultations
- Final logo or design files
- Delivered source files
- Rush-service charges
- Work completed outside the original scope at the client’s request
31. Chargebacks and Payment Disputes
Clients should contact Mas Digital before initiating a bank or payment-platform dispute.
A chargeback filed after receiving completed work may result in:
- Immediate service suspension
- Revocation of unpaid access where lawful
- Cancellation of licenses controlled by Mas Digital
- Recovery action for completed work
- Submission of project records to the payment provider
- Termination of ongoing services
This does not prevent a client from using a lawful dispute process.
32. Service Credits
In some situations, Mas Digital may offer a service credit instead of a cash refund.
A service credit may be used for:
- Additional design work
- Future website updates
- Social media creatives
- SEO services
- Advertising management
- Another agreed service
Service credits:
- Must be confirmed in writing
- Are not transferable unless agreed
- May have an expiry date
- Cannot automatically be converted to cash
33. Consumer Complaints
Clients should first contact Mas Digital so that we can review and attempt to resolve the issue.
Consumers in India may also access the Government of India’s National Consumer Helpline for grievance support.
Nothing in this policy prevents a person from using any legal remedy available under applicable law.
34. Changes to This Policy
Mas Digital may update this Refund and Cancellation Policy to reflect changes in:
- Services
- Pricing
- Billing methods
- Business practices
- Third-party platforms
- Applicable legal requirements
The revised policy will be published on this page with an updated date.
Changes will not normally alter a confirmed project unless required by law or agreed in writing.
35. Contact Us
For cancellation or refund-related questions, contact:
Mas Digital
Office Address:
Suyash Park CHS, Plot No. 88, Sector 23, Ulwe, Navi Mumbai, Maharashtra 410206
Phone and WhatsApp:
+91 85912 94003
Email:
info@masdigital.co.in
Website:
MasDigital.co.in
