1. Overview
OuterCom delivers bespoke digital services. Once work has begun, costs are incurred for design, development and project management time. This policy balances fair treatment of clients with the nature of custom digital work.
2. Before Work Begins
If you cancel before we start active work (before kickoff call and SOW confirmation), you receive a full refund of any advance paid, minus payment gateway charges (typically 2–3%) if applicable.
If discovery or scoping work has already been performed, a pro-rata fee for hours spent may be deducted as stated in your quote.
3. Milestone-Based Projects
- Refunds apply only to future unpaid milestones — not to completed phases
- Completed design, development or deployment phases are non-refundable once approved or delivered to staging
- If you cancel mid-project, you pay for all work completed plus committed third-party costs (domains, hosting, licences)
- We deliver all completed files and materials upon final settlement
4. Fixed Packages (Websites & Marketing)
Prepaid website packages: full refund available within 7 days of payment if work has not started. After work begins, the milestone rules in Section 3 apply.
Marketing retainers: cancel with 30 days notice; no refund for the current billing month; unused prepaid months refunded pro-rata.
5. Maintenance & Support Plans
Monthly maintenance plans may be cancelled with 30 days written notice to [email protected]. Fees for the current month are non-refundable. Annual plans refunded pro-rata for unused full months after a 30-day notice period.
6. Partner / Reseller Program
Reseller and white-label partner arrangements are governed by the Partner Agreement. Refund terms for partner-sourced client projects follow the SOW agreed between OuterCom and the partner.
7. Non-Refundable Items
- Third-party purchases made on your behalf (domains, hosting, plugins, ad credits, stock assets)
- Rush fees and expedited delivery surcharges
- Work already approved by you via email, WhatsApp or staging sign-off
- Training sessions already delivered
8. Disputes & Quality Issues
If deliverables do not match the agreed SOW, contact [email protected] within 14 days of delivery. We will remedy material defects at no charge during the warranty period. Disputes not resolved within 30 days may be escalated per our Terms of Service.
9. Refund Processing
Approved refunds are processed within 7–14 business days to the original payment method. Bank transfers may take additional time depending on your bank.
10. Contact
Refund requests: [email protected] (subject: Refund Request)
Support: [email protected]
Phone: +91 8682 98 5659