Refund, Cancellation & Payment Policy
Clear, transparent billing guidelines, cancellation notice periods, milestone payment structures, and refund eligibility criteria for Daden Group clients.
What this means for you, your team, and your intellectual property in plain English:
1. Policy Purpose & Framework
This Refund, Cancellation & Payment Policy governs all financial transactions with DADEN GROUP (GSTIN: 18AAWFD5191R1Z9). As a registered partnership firm providing bespoke strategic services, custom engineering, video production, and advertising management, our policies are designed to be equitable, transparent, and fully compliant with Reserve Bank of India (RBI) payment aggregator guidelines, Indian GST regulations, and global merchant standards.
2. Cancellation Terms by Service Type
Cancellation terms vary according to the structure of the engagement:
A. Ongoing Monthly Growth Retainers
Retainers (Social media management, paid media management, ongoing SEO, continuous AI operations) operate on a monthly billing cycle:
- You may cancel your retainer at any time by providing thirty (30) days advance written notice via email to [email protected].
- Our team continues active execution, monitoring, and reporting throughout the 30-day notice period.
- No long-term punitive lock-in contracts. You are only responsible for the billing cycle spanning the notice period.
B. Milestone-Based Engineering & Design Projects
Fixed-scope projects (custom websites, e-commerce stores, custom AI autonomous agents) operate on phased milestone deliverables:
- Cancellation prior to project kickoff: Eligible for a full refund minus a 10% administrative onboarding charge.
- Cancellation after sprint kickoff: If a project is cancelled mid-sprint, fees allocated to already-delivered or in-progress milestones are non-refundable. Any advance payment made for unstarted future milestones will be refunded.
C. Strategy Audits & One-Time Consultations
Paid diagnostic audits or deep-dive consultations may be rescheduled up to 24 hours prior to the session. Cancellations made at least 24 hours in advance receive a 100% refund.
3. Refund Eligibility Matrix
To provide complete clarity on financial outcomes, the table below defines refund eligibility across standard scenarios:
| Scenario / Service Type | Refund Status | Conditions & SLA |
|---|---|---|
| Agency inability to initiate project due to capacity | 100% Full Refund | Processed within 5 business days |
| Advance payment for unstarted project sprints | Full Refund of unstarted milestones | Handover of all work-in-progress assets |
| Completed and delivered sprint milestone sign-offs | Non-refundable | Deliverables accepted per review window |
| Third-party ad spend (Meta, Google Ads, TikTok) | Strictly Non-refundable by agency | Spent directly with ad networks |
| Monthly retainer cancelled mid-cycle | Non-refundable for current cycle | Services continue through cycle completion |
| Duplicate or accidental duplicate payment | 100% Immediate Refund | Reported within 7 calendar days |
4. Clarification on Third-Party Media Spend
Daden Group charges management and creative performance fees. Media spend (the actual money paid to show ads on Meta, Google, LinkedIn, or YouTube) is funded directly by the Client to the respective platform.
5. Refund Request Process & Timeline
To initiate an eligible refund request:
Step-by-Step Refund Procedure
We resolve all billing inquiries with urgency and transparency:
- Submit an email to [email protected] with the subject line 'Refund Request - [Invoice Number]'.
- Include your company name, the date of invoice, the amount paid, and the specific reason for your request.
- Our finance team reviews and responds to all requests within two (2) business days.
- Once approved, the refund is initiated through our payment gateway (Razorpay or Stripe). Funds typically reflect in your bank account, card, or original UPI handle within five (5) to seven (7) business days, depending on your financial institution.
- GST Credit Note: Where applicable under Indian taxation rules, an official GST Credit Note referencing GSTIN 18AAWFD5191R1Z9 will be issued to your registered account for tax reconciliation and ITC adjustment.
Grievance Redressal & Legal Point of Contact
Designated officer under Information Technology Act 2000 & DPDP Act 2023:
Sumitabh Shyamal
Grievance Officer & Chief Technology Officer
DADEN GROUP (Partnership)
Building No. 130, Ward No. 3, 326 of Naharkatia Town, Namrup, Dibrugarh, Assam - 786610, India
Statutory Tax Identifier
GSTIN: 18AAWFD5191R1Z9
Jurisdiction: NAHARKATIA - 1, Dibrugarh, Assam