1. Overview
This Refund and Cancellation Policy (“Policy”) describes the terms under which fees paid to improveFX Technologies Private Limited, doing business as improveFX (“improveFX”, “we”, “us”, or “our”), may be refunded, and how service engagements may be cancelled. It applies to all digital marketing and IT services (“Services”) engaged through or in connection with our website https://improvefx.com/ (the “Website”).
We do not sell products or process payments directly through the Website. All Services are engaged through written proposals, statements of work, or service agreements, and are invoiced directly to clients. This Policy should be read together with our Terms and Conditions. Where a signed service agreement contains specific refund or cancellation terms, those terms prevail over this Policy for that engagement.
2. Fees and Invoicing
- Fees are quoted individually per engagement and set out in the applicable proposal, statement of work, or service agreement, along with payment schedules and milestones;
- Applicable taxes, including GST where relevant, are charged in addition to quoted fees unless stated otherwise;
- Invoices are payable within the period stated on the invoice. We may suspend work on overdue accounts until payment is received;
- Advance payments or deposits may be required before work commences, as specified in the engagement documents.
3. Refund Policy
3.1 General Rule
Unless expressly stated otherwise in a signed service agreement, all fees paid to improveFX are non-refundable once work on the engagement has commenced. This reflects the nature of professional services: strategy, research, creative, and technical work begin consuming time and resources from the start of an engagement.
3.2 Advance Payments for Work Not Commenced
If you cancel an engagement before we have commenced work, advance payments may be refunded at our sole discretion, less any costs already incurred on your behalf (such as third-party purchases, tools, or reserved resources) and a reasonable administrative charge where applicable.
3.3 What Is Not Refundable
- Fees for work already performed, in progress, or delivered, including strategy, audits, research, content, design, and development work;
- Third-party costs incurred on your behalf, including advertising spend (Google Ads, Meta Ads, and similar), domain registrations, hosting, premium plugins, stock assets, and software licenses;
- Monthly retainer fees for months in which services were provided or made available;
- Fees for delays or outcomes caused by factors outside our control, including your failure to provide required access, content, or approvals, or changes made by search engines and advertising platforms.
3.4 No Refunds for Performance Outcomes
Because digital marketing results depend on factors beyond our control, refunds are not provided on the basis of rankings, traffic, leads, conversions, or revenue not meeting expectations, except where a signed service agreement expressly provides a performance-based remedy.
4. Cancellation by the Client
- You may cancel an engagement by giving written notice to [email protected] or as specified in your service agreement;
- Unless your agreement states otherwise, monthly or retainer engagements require at least 30 days’ written notice of cancellation;
- Upon cancellation, fees for all work completed or in progress up to the effective cancellation date remain payable, and any unpaid invoices become immediately due;
- We will hand over completed deliverables for which payment has been received, in accordance with the applicable service agreement.
5. Cancellation or Suspension by improveFX
We may suspend or terminate an engagement with written notice if invoices remain unpaid beyond the stated payment period, if you breach the applicable service agreement or our Terms and Conditions, or if continuing the engagement would require us to act unlawfully or unethically. In such cases, fees for work performed up to the date of termination remain payable, and refunds, if any, are at our sole discretion.
6. Chargebacks and Payment Disputes
If you have a concern about an invoice or payment, please contact us at [email protected] before initiating a chargeback or payment dispute with your bank or payment provider. We will investigate and respond promptly. Chargebacks initiated without first contacting us, where the underlying services were provided as agreed, will be contested with supporting documentation.
7. How to Request a Refund or Cancellation
To request a refund or cancel an engagement, email [email protected] with the subject line “Refund Request” or “Cancellation Request” and include:
- Your name, company name, and contact details;
- The engagement or invoice reference;
- The reason for your request and any supporting details.
We will acknowledge your request within 7 business days and communicate our decision, including the amount and method of any refund, within 30 days of acknowledgment. Approved refunds are processed to the original payment method or by bank transfer, as agreed.
8. Changes to This Policy
We may update this Policy from time to time. Changes take effect when posted on this page with a revised “Last Updated” date. The version of the Policy in force at the time you engaged our Services, or the terms of your signed service agreement, will govern that engagement.
9. Contact Us
For questions about this Refund and Cancellation Policy, please contact:
Company: improveFX Technologies Private Limited (doing business as improveFX)
Address: E-49/5, First Floor, Okhla Industrial Area Phase II, New Delhi, Delhi-110020, India
Email: [email protected]
Website: https://improvefx.com/