Clear Policy.
Fair Process.

At Sohna Spark Digital, we believe in clear communication and transparent commercial terms.

This policy explains the general approach we follow when a client requests cancellation or a refund for our services.

Refund eligibility depends on the type of service, work completed, project stage, third-party expenses and the applicable proposal, quotation or service agreement.

Certain projects may require an advance payment before work begins.

The advance may cover project planning, research, strategy, design, development, resource allocation or other initial work.

The applicable payment structure will normally be mentioned in the project proposal, quotation or service agreement.

If a client requests cancellation before substantial work has started, Sohna Spark Digital may consider a refund depending on the circumstances.

Any amount already spent or committed towards project-specific expenses may be deducted where applicable.

• Third-party services
• Premium software or tools
• Domain or hosting
• Stock assets
• Payment processing charges
• Other project-specific expenses

If a project is cancelled after work has started, any refund will be considered based on the work already performed.

• Research already completed
• Strategy work completed
• Designs already created
• Development already completed
• Content or creative work completed
• Deliverables already supplied
• Third-party costs already incurred

Work already completed or delivered may not be eligible for a refund.

Website projects normally involve several stages:

SEO and digital marketing services may involve ongoing professional work such as:

• Keyword research
• Competitor analysis
• Strategy development
• Content planning
• Technical optimisation
• Campaign management
• Reporting and analysis

Because these services involve professional time and ongoing work, payments for a service period that has already commenced are generally non-refundable unless otherwise agreed in writing.

For recurring or monthly services, clients should normally communicate cancellation before the next billing or service cycle begins.

Once a new billing cycle has started, cancellation will generally apply to the following billing cycle unless the applicable service agreement states otherwise.

A project may be delayed if required information, content, approvals, access or payments are not provided on time.

• Website content
• Images and videos
• Business information
• Account access
• Feedback and approvals
• Required documents
• Payments

Such delays do not automatically create a right to a refund.

A change of mind after work has commenced does not automatically qualify for a refund.

This may include situations where the client changes their business direction, marketing strategy, design preference, budget or decides to work with another agency.

Refund consideration will depend on the individual circumstances and applicable agreement.

Revisions included in a project will be handled according to the agreed scope.

Requests that significantly change the original concept, design, strategy, functionality or scope may be considered additional work.

Please provide:

• Client or business name
• Relevant project or service
• Payment details, where applicable
• Reason for the request
• Date of cancellation request

We may review the project status, payment records, completed work, deliverables, third-party expenses and applicable agreement before making a decision.

If a refund is approved, the refund amount will be determined after considering completed work and applicable deductions.

Where reasonably possible, refunds will be processed using the original payment method.

Processing time may depend on the payment provider, bank or financial institution.

• Work has already been completed
• Deliverables have already been provided
• Deliverables have been approved
• A recurring service period has commenced
• Third-party costs have already been incurred
• Advertising funds have already been spent
• Required client information was not provided
• The client changes their mind after work begins
• Requested changes fall outside the agreed scope
• Expected marketing results were not guaranteed

If you believe that a service has not been delivered according to the agreed scope, please contact us first.

We will make reasonable efforts to understand the concern and, where appropriate, correct an issue that falls within the agreed scope.

Sohna Spark Digital may suspend or terminate services where reasonably necessary, including situations involving:

• Non-payment
• Breach of agreed terms
• Fraudulent activity
• Abusive or threatening behaviour
• Illegal activity
• Misuse of our services
• Security concerns

Where services are terminated by us, any refund consideration will depend on the circumstances, work completed and applicable agreement.

If a client disagrees with a refund decision, we encourage them to contact us first so the matter can be reviewed through good-faith communication.

Where a separate written service agreement contains a dispute-resolution procedure, that procedure may apply.