Refund Policy

Based on the industry recommended procedures and standards, we process refunds in certain cases. Our assessments are fair in terms of judgment, which is mutually assessed by our team and the client to reach a justified conclusion or agreement.

However, since there may be several instances due to which the client might raise a concern and request refund, we evaluate and assess the situation in-house to consider every factor. Below we have explained the circumstances during which you can claim a refund.

Coverage and Scope

Creative Merchant is not responsible in any manner for the instances reported by third-party, people, or business not employed or directly related or managed by us. Any product or service which is not directly provided by Creative Merchant will not be covered under this policy.

When are You Eligible for Refund?

At Creative Merchant every project is important to us and we make sure that we handle each project with utmost care and professionalism. Our aim is to provide the results as per the terms and conditions of the proposal. 

You may be eligible for a refund if one or more of the following conditions are true.

• Development or digital marketing operations have not yet started.
• The issues experienced in the project cannot be fixed, remediated, or rectified.
• The payment terms have not been violated in any manner.
• The information or project benefits achieved during the collaboration has not been used for the benefits of business by the client.
• The proofs and evidence related to refund issues have been presented to the Creative Merchant’s team.

Web / Graphic design

• Full refund: In cases where the project has not been started or if the initial design style has not been approved. The Full Refund policy will initiate after receive the upfront payment date and will take 180 Days to refund the amount.
• Partial refund: If there is a failure to deliver as per our delivery policy after the approval of the initial design style. The partial refund will be in proportion to the work completed.
• No refunds: If the project has been completed and uploaded on the server.

Logo design / brochure design

• Full refund: In cases where the project has not been started or if the initial design style has not been approved.
• Partial refund: If there is a failure to deliver as per our delivery policy after the approval of the initial design style. The partial refund will be in proportion to the work completed.
• No refunds: If the project has been completed and uploaded on the server.

Web programming

• Full refund: If the project has not been initiated.
• There is an agreement for every web programming project. However, if there is no agreement and no clear discussion of refund policy, the following delivery policy will hold true.
• Partial refund will be issued as per the judgment of the service provider if we fail to complete the project in accordance with the delivery policy and contract of agreement. The amount will be calculated by Creative Merchant taking into account the proportion of the project completed and the proportion yet to be completed as per the pre-defined scope of the project.

Applicability of the Delivery Policy

NOTE: Creative Merchant’s delivery commitment is subject to:

• A project is not taken to be void unless the agreed upon payments are clear.
• Refund policy is not applicable if the required information for the successful completion of the project is not given to us at proper time. If there is delay or failure in completion of the project due to improper communication from client, it cannot be attributed to Creative Merchant
• If the information provided by the client is incomplete and/or complete information regarding the project is not provided at the initiation of the project, Creative Merchant is not liable to follow its delivery or refund commitments.
• There is no provision for compensation for the delay of delivery under any conditions, until and unless there is an agreement signed with a penalty clause for delay in delivery.

Limitation of Liability

Creative Merchant’s liability is bound by the value of the chunk of the project (as per our proposal) which remains incomplete at a given point point of time. Creative Merchant is not obligated for losses due to the services provided/ not provided or the delay in the same at any point of time. The liability to refund holds only if the project has been cancelled by the client and such cancellation has been communicated to Creative Merchant in writing.

Processing of Refunds

Pre-Refund

• The query is processed based on the above eligibility factors.
• The query is analyzed to know whether any terms have been violated.

Post-Refund

• Unless otherwise mentioned or discussed, the client is required to destroy every copy of the work dispatched by Creative Merchant. It can’t be used in any manner.
• Signed proof of refund dispatched is achieved from the client.

Transaction

The transaction may take up to 7 days to 1 month or more depending upon the situation and condition of refund.

Creative Merchant can at any time, without notice, with its sole discretion amend this policy. You are expected to check the policy from time to time for updates. For more information on our refund policy, contact us at hello@creative-merchant.com