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Refunds & Cancellation Policy
Last Updated: 01-04-205
1. Overview
This Refunds & Cancellation Policy (“Policy”) applies to all services and projects undertaken by BlueLight Media / BlueLight Media Technologies / BlueLight Media Private Limited (collectively “BlueLight Media,” “the Agency,” “we,” “us,” or “our”), including but not limited to SEO, Social Media Marketing, Web Design & Development, PPC/Google Ads Management, Email Marketing, Branding & Graphic Design, WhatsApp Marketing, Mobile App Development, Custom Software Development, and any Custom Request Service.
This Policy should be read together with our Terms and Conditions. In the event of any conflict, the specific terms agreed in a signed quotation, proposal, or Statement of Work (“SOW”) shall prevail.
By engaging BlueLight Media and making any payment toward a project, the Client acknowledges and accepts this Policy.
2. Standard Payment Structures
BlueLight Media generally operates on one of the following two payment structures, as specified in the applicable quotation or SOW:
2.1 Standard Structure (Advance + Delivery)
- 70% of the total project value payable in advance, before work commences.
- 30% payable on project completion / delivery.
2.2 Milestone-Based Structure Used for larger or extended-scope projects where the work is broken into defined stages, as mutually agreed in writing at the time of onboarding.
- 30% of the total project value payable in advance, before work commences.
- The remaining 70% payable across agreed project milestones, as specified in the SOW for that project.
The applicable structure for a given project will always be confirmed in writing (quotation, proposal, or SOW) before the project begins. Once agreed, the payment structure for that project cannot be unilaterally changed by either party without mutual written consent.
3. General Refund Position
As a general rule, all payments made to BlueLight Media are non-refundable once a project has been onboarded and work has commenced, regardless of the payment structure used (Section 2.1 or 2.2).
This is because advance and milestone payments compensate BlueLight Media for time, resources, strategy, planning, tools, and work already committed to the Client’s project — not solely for a finished, delivered product.
Refunds are issued only under the specific circumstances described in Section 4 below.
4. When a Refund Applies
A refund will be considered only in the following situation:
No work has been carried out on the Client’s project, and no product, license, subscription, domain, hosting, ad credit, or other resource has been purchased or committed on the Client’s behalf.
This means a refund applies only where BlueLight Media has:
- Not started any strategy, design, development, content, campaign setup, or other project-related work, and
- Not purchased or paid for any third-party product, tool, license, domain, hosting plan, ad credits, or similar resource on the Client’s behalf.
If either of these conditions is not met — i.e., if any work has begun, or any purchase/commitment has already been made toward the project — no refund shall be issued, even if the amount of work completed appears small relative to the payment made.
Examples for clarity:
| Situation | Refund Eligible? |
|---|---|
| Advance paid, but Agency has not yet started work and has made no purchases | ✅ Yes — full refund |
| Agency has started research, wireframes, content drafts, or campaign setup | ❌ No |
| Agency has purchased a domain, hosting plan, theme/plugin license, ad credits, or any third-party tool for the project | ❌ No (cost of purchase is non-refundable in any case; see Section 6) |
| Client requests cancellation after a milestone has been delivered or work on the current milestone has begun | ❌ No (fees for that milestone are payable in full) |
| Client is simply unhappy with early-stage direction/design shown, but work has been performed | ❌ No refund, but revisions as per the agreed scope will be provided |
5. Milestone-Based Projects — Refund Position
For projects on the Milestone-Based Structure (Section 2.2):
5.1 The 30% advance payment is non-refundable once work has commenced on the first milestone, in line with Section 4 above.
5.2 Once a given milestone has been started or completed, the fee attributable to that milestone becomes payable in full and is non-refundable, regardless of whether the Client chooses to discontinue the project before subsequent milestones begin.
5.3 If the Client cancels the project before a specific upcoming milestone has started, no fee is owed for that unstarted milestone, but fees for all milestones already started or completed remain payable and non-refundable.
6. Third-Party Costs
Amounts paid or committed by BlueLight Media on the Client’s behalf toward third-party costs — including but not limited to domain registration, hosting, software/plugin licenses, stock assets, Google/Meta ad spend, WhatsApp Business API costs, or app store registration fees — are non-refundable under all circumstances, once incurred, regardless of the project’s refund eligibility under Section 4.
7. Cancellation by the Client
7.1 One-time projects (e.g., website development, branding, app development, custom coded projects): The Client may request cancellation at any time by written notice (email or WhatsApp). If work has commenced, Section 3 and Section 4 apply — payments made are non-refundable, and fees for work completed to date become payable in full if not already paid.
7.2 Monthly retainer services (e.g., SEO, Social Media Management, PPC Management, WhatsApp Marketing): The Client may cancel an ongoing monthly service with written notice as specified in our Terms and Conditions. Fees already paid for the current billing cycle are non-refundable, and no partial-month refund is issued, since work and resource allocation for that cycle has already commenced.
8. Cancellation by BlueLight Media
BlueLight Media reserves the right to discontinue or decline to proceed with a project at its discretion — for example, where the Client fails to provide necessary information/access, fails to make payment as per the agreed schedule, or requests work that is unlawful or violates a Third-Party Platform’s policies.
Where BlueLight Media cancels a project before any work has commenced and before any third-party purchase has been made, the Client shall be entitled to a full refund of the advance paid, consistent with Section 4.
Where BlueLight Media cancels a project after work has already commenced (for example, due to Client non-cooperation or non-payment), fees for work completed to date shall be retained by BlueLight Media, and only the unearned remaining balance, if any, will be refunded.
9. How to Request a Refund
To request a refund, the Client must submit a written request to [email protected] or via WhatsApp to +91 74040-46677, stating:
- The project/service name and invoice or payment reference
- The reason for the refund request
- Confirmation of no prior communication indicating work had commenced
BlueLight Media will review the request against the criteria in Section 4 and respond within 7 business days. Approved refunds will be processed to the original payment method within 7-10 business days of approval.
10. Disputes
Any disagreement regarding refund eligibility shall first be addressed through direct discussion between the Client and BlueLight Media in good faith. If unresolved, the matter shall be handled in accordance with the Dispute Resolution and Jurisdiction clauses of our Terms and Conditions (governed by the laws of India, with exclusive jurisdiction of the courts at Sirsa, Haryana).
11. Changes to This Policy
BlueLight Media reserves the right to update this Policy at any time. Changes will not apply retroactively to projects already onboarded under a previously agreed quotation or SOW, unless required by law.
12. Contact Information
BlueLight Media Sirsa, Haryana, India Phone: +91 74040-46677 Email: [email protected]
