Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy applies to payments made for ScaleQuix's paid services, products, consultations, projects, and other paid offerings, where applicable. It sets out the general basis on which cancellation requests and refund requests are considered.

Many ScaleQuix engagements are governed by a separate written document, such as a service agreement, proposal, quotation, Statement of Work (SOW), invoice, or checkout terms. Customers should review the document that applies to their purchase, as it may contain more specific commercial terms.

Where a signed or accepted written agreement contains refund or cancellation terms that differ from this policy, the terms of that agreement will generally apply to the matters it covers. This policy continues to apply to anything the agreement does not address, and to purchases where no separate agreement exists.

Payments made through the ScaleQuix website are processed through Razorpay. Completing a payment through Razorpay does not, by itself, make that payment refundable. Razorpay provides the payment-processing infrastructure; decisions regarding cancellations and refunds are made by ScaleQuix.

Refund eligibility depends on the nature of the service or product purchased, the stage the work has reached, costs already incurred, and the terms communicated at the time of purchase.

2. Cancellation Policy

Cancellation refers to a request to stop or discontinue a service, project, subscription, session, or order. A cancellation request does not automatically result in a refund. Whether any amount is returned is assessed separately under the refund sections of this policy and under any applicable agreement.

Cancellation requests should be submitted in writing to info@scalequix.com so that the request can be recorded, acknowledged, and reviewed accurately.

2.1 Services that have not yet commenced

Where a payment has been made but onboarding, planning, access setup, resource allocation, or delivery work has not yet begun, a cancellation request will be reviewed against the applicable purchase terms and any costs already committed.

2.2 Services where onboarding or setup has commenced

Once onboarding, audits, research, account access, strategy work, tool configuration, or scheduling has started, the value of the work already performed and any third-party costs already incurred are taken into account when reviewing a cancellation request.

2.3 Ongoing or monthly retainer services

For continuing engagements, cancellation generally takes effect in accordance with the notice period and billing cycle stated in the applicable agreement, proposal, or invoice. Where a billing period has already commenced, the work scheduled or delivered within that period is considered when assessing the request.

2.4 Project-based services

For fixed-scope projects, cancellation is assessed against the project stage, approved milestones, deliverables already produced, and any third-party purchases made for the project. The applicable proposal or SOW governs the specific milestone and payment structure.

2.5 Consultations and scheduled sessions

Requests to cancel or reschedule a booked consultation or strategy session should be raised as early as reasonably possible so that the slot can be reallocated. The cancellation and rescheduling terms communicated at the time of booking apply to that session.

2.6 Digital products and access-based products

For digital products, downloadable materials, or access-based offerings, cancellation may be limited once access has been granted or the material has been downloaded. The terms presented at the point of purchase apply to these offerings.

Specific cancellation windows, notice periods, deductions, or fees — where they apply to a particular purchase — are stated in the relevant service agreement, proposal, invoice, checkout page, or purchase terms rather than in this general policy.

3. Refund Eligibility

A refund may be considered where the circumstances of the payment reasonably support one. Each request is assessed individually against this policy and the terms applicable to that purchase.

Circumstances in which a customer may be eligible for a full or partial refund include:

• A payment made in error, where the payment was not intended or was not authorised by the customer.
• A duplicate payment made for the same service, invoice, or order.
• An incorrect amount charged due to a billing or processing error.
• Cancellation of a service before commencement, where the applicable purchase terms permit a refund at that stage.
• Failure to deliver a paid service or product where ScaleQuix is responsible for the non-delivery.
• Technical or access issues that prevent delivery of a purchased digital service or product, where the issue is attributable to ScaleQuix and cannot reasonably be resolved.
• Circumstances expressly covered by refund terms in an applicable written agreement, proposal, invoice, or checkout terms.

Eligibility under this section does not guarantee a full refund. Where part of the service has been delivered or costs have already been incurred, a partial refund may be more appropriate. Please refer to Section 9.

4. Non-Refundable Situations

Refunds will generally not be available in the circumstances listed below, to the extent that this treatment is permitted by the applicable agreement and by law.

• Work that has already been completed or substantially performed.
• Services, deliverables, reports, designs, or files that have already been delivered.
• Project milestones that have been completed or approved.
• Third-party costs already incurred on the customer's behalf and not recoverable by ScaleQuix.
• Advertising or media spend that has already been used or irrevocably committed on an advertising platform.
• Domain, hosting, licence, software, plugin, platform, or subscription charges paid to third parties, where those charges are non-recoverable under the third party's own terms.
• Digital products or materials that have already been accessed or downloaded, where the purchase terms state that they are non-refundable.
• Missed appointments or sessions, where the applicable booking terms provide that they are non-refundable.
• Customer-requested additional work or scope changes that have already been commenced.
• Cancellation made after a cancellation period stated in the applicable agreement, proposal, or purchase terms has passed.
• Dissatisfaction that arises from a change in the customer's business plans, priorities, or internal decisions, rather than from a failure by ScaleQuix to deliver the agreed service.
• Delays or non-performance caused by the customer, including failure to provide access, approvals, content, or information required to deliver the service.

Not every third-party cost or tax is automatically non-refundable. Where a third-party amount remains recoverable, or where an applicable tax or charge can lawfully be adjusted or reclaimed, this will be taken into account when calculating any refund.

Results-based expectations are not, by themselves, grounds for a refund. Digital marketing outcomes depend on factors including market conditions, competition, budget, platform behaviour, and the customer's own products, pricing, and sales process. ScaleQuix commits to the agreed scope of work, not to specific rankings, traffic volumes, lead volumes, or revenue figures, unless a written agreement expressly states otherwise.

5. Service-Specific Refund Rules

Different ScaleQuix offerings involve different delivery models, cost structures, and third-party dependencies. The rules below explain how refund eligibility is generally assessed for each category, subject always to the applicable agreement.

A. Digital Marketing and Marketing Services

For SEO, content, social media, and similar ongoing services, refund eligibility depends largely on how much work has been performed within the relevant billing period.

Relevant factors include whether strategy, research, audits, or planning have been completed; whether deliverables have been produced or published; whether campaigns have been launched; and whether third-party costs such as tools, licences, or media have been incurred.

B. Website Development and Project-Based Services

For website design, development, and other project work, refunds are assessed against the project stage and the milestone structure set out in the applicable proposal or SOW.

Amounts attributable to completed milestones, delivered work, approved designs, developed functionality, and third-party purchases such as domains, hosting, themes, plugins, or licences are generally not refundable once incurred or delivered.

C. Advertising and Paid Media

A clear distinction is made between ScaleQuix service or management fees and advertising spend paid to third-party platforms such as Google Ads or Meta Ads.

ScaleQuix fees are assessed under the general rules in this policy, based on the management, setup, optimisation, and reporting work performed.

Advertising spend is treated separately. Amounts already spent or irrevocably committed on a platform cannot be returned by ScaleQuix. Where a balance remains unspent and is refundable or transferable under the relevant platform or account arrangement, ScaleQuix will assist the customer in seeking its return or reallocation in accordance with that platform's rules. Unspent advertising balances are not automatically treated as non-refundable.

Where advertising accounts are owned or funded directly by the customer, refunds of platform balances are governed by that platform's own policies.

D. Consultations and Strategy Sessions

Requests to cancel or reschedule a booked session are considered against the terms communicated at the time of booking. Where a session has already taken place, the fee for that session is generally not refundable.

Where ScaleQuix is unable to attend a scheduled session, a rescheduled slot will be offered, or a refund of the session fee will be considered where rescheduling is not workable for the customer.

E. Digital Products and Downloadable Materials

Because digital products are delivered instantly and cannot be returned in the conventional sense, refund eligibility for these purchases is narrower and is governed by the terms shown at the point of purchase.

Where a customer is unable to access a purchased digital product due to a technical fault attributable to ScaleQuix, and the issue cannot be resolved within a reasonable period, a refund will be considered.

6. How to Request a Refund

Refund requests should be submitted in writing so that they can be recorded and reviewed accurately.

1. Email info@scalequix.com with the subject line "Refund Request". You may also call or message +91 92038 46073 to notify us, but written details are required for the review.
2. Include the information listed below so that the payment and the engagement can be identified.
3. Wait for acknowledgement of your request and for any follow-up questions from our team.
4. Receive a written decision explaining the outcome and, where a refund is approved, the amount and the method of processing.

Please provide the following details, where available:

• Full name
• Email address used for the purchase
• Phone number
• Invoice, order, or payment reference
• Razorpay Payment ID or transaction reference
• Service or product purchased
• Date of payment and amount paid
• Reason for the refund request
• Any supporting information or documents relevant to the request

Please note: ScaleQuix will never ask you to share passwords, full card numbers, CVV codes, OTPs, UPI PINs, net-banking credentials, or any other payment credentials. Do not send this information to us or to anyone claiming to represent us.

7. Refund Review Process

Each refund request is reviewed on its own facts. Submitting a request does not mean it will be approved.

The review takes into account:

• This Refund & Cancellation Policy
• Any service-specific terms applicable to the purchase
• The relevant proposal, SOW, or service agreement
• Invoice terms or checkout terms accepted at the time of purchase
• Work already planned, performed, or delivered
• Third-party costs already incurred or committed
• Payment and transaction records, including Razorpay transaction data
• Any other circumstances relevant to the request

Requests are reviewed within a reasonable period after all required information has been received. Where additional information or verification is needed, the review may take longer, and we will keep the customer informed.

The outcome of the review, including the reasoning where a request is declined or only partially approved, is communicated in writing.

8. Refund Processing & Payment Method

Once ScaleQuix approves and initiates a refund, the amount will generally be returned through the original payment method where supported. The time taken for the refunded amount to appear in the customer's account may vary depending on the payment method, bank, card issuer, or other financial institution.

Refunds for payments collected through Razorpay are initiated by ScaleQuix through Razorpay and are ordinarily credited back to the original payment source. Razorpay's documentation currently indicates that a normal refund is typically processed within approximately five to seven working days, with the final credit timeline depending on the customer's bank or payment provider.

This timeline is indicative and is not a guarantee. Settlement times differ between banks, card networks, UPI providers, and wallet providers.

Where a refund to the original payment method is not technically possible — for example, where the original instrument has been closed or is no longer valid — an alternative method will be discussed and agreed with the customer, subject to reasonable verification.

ScaleQuix cannot control or accelerate delays caused by banks, card issuers, payment networks, wallet providers, or other third parties once a refund has been initiated. On request, we can share the refund reference so that the customer can follow up with their bank or payment provider.

9. Partial Refunds

Where a full refund is not appropriate but some amount is reasonably returnable, ScaleQuix may issue a partial refund.

A partial refund may be appropriate where:

• Part of the work has already been completed or delivered
• Certain project milestones have been approved or completed
• Third-party costs have already been incurred and cannot be recovered
• A service has been partially delivered within the relevant billing period
• Deductions are expressly permitted under the applicable agreement or purchase terms

Any deduction is based on the work actually performed, the costs actually incurred, or the terms of the applicable agreement — not on a fixed or arbitrary percentage. The basis of the calculation will be explained in writing when the decision is communicated.

10. Duplicate or Incorrect Payments

If a payment appears to have been charged twice or charged incorrectly, please contact us so that the transaction can be investigated.

Please get in touch if:

• You were charged more than once for the same service, invoice, or order
• The amount debited does not match the invoice or the amount shown at checkout
• A payment was made accidentally or was not intended
• The transaction shows as successful but the order or service was not recorded correctly

Email info@scalequix.com with the Razorpay Payment ID or transaction reference, the date, the amount, and the payment method used. Where a duplicate or incorrect charge is confirmed, the excess amount will be refunded to the original payment source.

11. Failed, Pending, or Unsuccessful Payments

A failed payment does not, by itself, create a completed purchase or a binding order. If a payment fails, no service obligation arises until a successful payment is recorded.

A payment shown as pending may require verification by the bank or payment provider before it is confirmed. Refund action is not taken on a pending transaction until its final status is known.

If your account has been debited but the payment or order was not recorded successfully, please contact us with the transaction details. In many such cases, the amount is reversed automatically by the bank or payment network; where it is not, we will investigate the transaction with Razorpay.

The timing of any reversal or refund in these situations depends on the bank, the payment network, and Razorpay, and cannot be guaranteed by ScaleQuix.

12. Chargebacks and Payment Disputes

If you believe a charge is incorrect or a service has not been delivered as agreed, we encourage you to contact us first. Most issues can be identified and resolved directly, and usually far more quickly than through a formal dispute process.

Where a chargeback or payment dispute is raised with a bank, card issuer, or payment network, ScaleQuix may be required to respond. In doing so, we may provide relevant transaction records, invoices, communications, agreements, and evidence of work delivered to Razorpay, the relevant bank or payment network, or an appropriate authority.

Information shared in response to a dispute is limited to what is reasonably necessary to address that dispute, and is handled in accordance with our privacy practices.

13. Exceptions and Exceptional Circumstances

ScaleQuix may consider a refund or cancellation request outside the general rules of this policy where the circumstances reasonably justify it.

Factors that may be taken into account include significant service-delivery issues, technical problems affecting access or delivery, duplicate or incorrect transactions, and circumstances specifically addressed in an applicable agreement.

Any such decision is made on the facts of that individual case. Considering or granting an exception on one occasion does not create a precedent, a general entitlement, or an obligation to grant the same exception in any future situation.

14. Force Majeure and Events Beyond Our Control

ScaleQuix is not responsible for delays or failures in service delivery caused by events outside its reasonable control. These may include natural disasters, government restrictions, major internet or network failures, payment gateway outages, advertising or hosting platform outages, third-party service failures, and similar events.

Where such an event materially affects delivery, we will first seek a reasonable practical solution — such as rescheduling, extending the service period, or adjusting the delivery plan — in consultation with the customer.

Where the affected service cannot reasonably be delivered, rescheduled, or substituted, a refund of the affected portion will be considered under this policy. Nothing in this section is intended to remove any rights a customer may have under applicable law.

15. Changes to This Policy

This policy may be updated from time to time to reflect changes in our services, operational processes, payment arrangements, or legal requirements.

The current version is always published on this page, and the "Last Updated" date at the top indicates when it was most recently revised.

The version of this policy that applies to a particular purchase may be the version presented or in effect at the time of that purchase, subject to applicable law and to the terms of any agreement between ScaleQuix and the customer. Customers are encouraged to review this page before making a payment.

Last Updated: [INSERT ACTUAL PUBLICATION DATE]

16. Governing Law and Dispute Resolution

This policy is intended to operate in accordance with the applicable laws of India.

Where a specific service agreement, proposal, or contract between ScaleQuix and a customer contains provisions relating to governing law or the resolution of disputes, those provisions apply to matters covered by that agreement.

In the first instance, we ask customers to raise any concern directly with us at info@scalequix.com so that it can be reviewed and, wherever possible, resolved amicably. Nothing in this policy limits any right a customer may have under applicable law.

17. Contact Information

For any question relating to cancellations, refunds, invoices, or payments, please contact us using the details below.

Business

ScaleQuix

Founder

Hatim Tinwala

Phone

+91 92038 46073

WhatsApp

WhatsApp Us

Email

info@scalequix.com

Address

580, M.G. Road,
Mhow, Indore, Madhya Pradesh 453441, India

Business Hours

Monday – Saturday · 10:00 AM – 6:00 PM

Payment Gateway

Razorpay