Refund & Cancellation Policy

This Refund & Cancellation Policy explains when and how you can cancel a service or package bought from Ciphercup Technologies Pvt Ltd (“Ciphercup”, “we”, “us” or “our”), and what refunds apply. Because our work is a custom service that uses our team’s time from the day a project starts, refunds depend on how much work has been done. We have tried to keep this policy fair, specific and easy to follow. It forms part of our Terms & Conditions.

Last updated: 9 October 2026

1. Scope of this policy

This policy applies to all services we provide, whether you engage us through a custom proposal or buy a service package from our shop, including:

• website design and development, including the Starter Business Website package;
• e-commerce development, including the E-commerce Store (WooCommerce) package;
• website maintenance, including the annual Website Care Plan;
• digital marketing, including the monthly SEO & Digital Marketing Plan;
• graphic and brand design, including the Brand Identity Kit;
• product photography, including the Product Photography Pack.

Where a signed proposal or agreement sets out different cancellation terms for a specific project, those terms will apply to that project. Nothing in this policy affects your statutory rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

2. Key principles

• Advance / booking amount: most projects begin with an advance (typically 40% to 50% of the project fee) that reserves time in our schedule. Shop packages are usually paid in full at checkout.
• Milestone-based payments: custom projects are divided into milestones, such as discovery, design, development and launch. Payments are linked to these milestones.
• Pay for work done: if you cancel, you pay for work completed, and we refund amounts paid for work that has not been started, on a pro-rata basis.
• Delivered milestones are final: payments for milestones that have been delivered or approved are not refundable.
• Third-party costs are not refundable: money spent on your behalf with other suppliers cannot be recovered by us once paid.
• Transparency: before processing any refund, we will send you a written breakdown of the work completed, any deductions and the refund amount.

3. Cancellation before work starts

Work “starts” when we hold the kick-off or onboarding call, begin research or planning, or start producing any deliverable, whichever happens first.

If you cancel before work starts, we will refund the full amount you paid, minus payment-gateway charges (the transaction fees charged by the payment gateway or bank, which they do not return to us). If you paid by bank transfer, no gateway charges apply.

If you cancel within 24 hours of placing a shop order and we have not yet started work, we will refund the full amount, including gateway charges.

4. Cancellation during a project

If you cancel after work has started, the refund is calculated as follows:

1. We add up the value of milestones already delivered or approved, which are non-refundable.
2. We add the value of work completed on the current milestone, based on the effort spent, which will be shown in the breakdown we send you.
3. We add any third-party costs already incurred for your project.
4. We subtract the total from the amount you have paid. If the result is positive, we refund that amount for work not started. If work completed exceeds the amount paid, we will invoice the difference.

On cancellation, we will hand over the work you have paid for, such as approved design files, in their current state. Rights in unpaid work remain with us, as explained in our Terms & Conditions.

5. What is non-refundable

The following are not refundable once incurred or delivered:

• Delivered or approved milestones, including designs you have signed off, a website that has gone live, and final logo or photography files that have been delivered.
• Domain registrations and renewals, which registries do not refund once processed.
• Hosting, SSL certificates and server costs paid to third-party providers.
• Licences and subscriptions for premium themes, plugins, fonts, stock media, SMS credits or software bought for your project.
• Advertising spend paid to Google, Meta or other platforms. Any unspent balance held by the platform remains in your ad account, subject to that platform’s own refund rules.
• Payment-gateway charges on the original transaction, except as stated in section 3.
• Time-based services already provided, such as a month of marketing work or maintenance that has elapsed, or hours of support already used.

6. Service-specific terms

6.1 Website and e-commerce development

Starter Business Website and E-commerce Store packages, and custom web development and e-commerce projects, follow the milestone approach above. Once a website has been launched, the project fee is non-refundable; the post-launch support period covers fixing any defects in our work.

6.2 Website Care Plan (annual maintenance)

You can cancel within 14 days of purchase for a full refund, minus gateway charges, provided no maintenance work (such as an update, restore or content edit) has been carried out. After that, you may cancel at any time and we will refund the unused full months on a pro-rata basis, minus the value of any work beyond the plan’s normal monthly allowance that has already been provided. Unused content-edit hours do not carry forward and are not refundable.

6.3 SEO & Digital Marketing Plan (monthly)

Monthly plans are billed in advance and can be cancelled at any time with 30 days’ written notice. The notice period starts on the day we receive your email. You remain responsible for fees for the notice period, and we will continue to deliver the agreed work during it. Fees for months already started are not refundable. If the proposal includes a minimum term, cancellation before the end of that term will be handled as set out in the proposal.

6.4 Brand Identity Kit and graphic design

If you cancel before initial concepts are presented, you receive a refund of 50% of the fee for that design stage; if you cancel before any work starts, section 3 applies. Once initial concepts have been presented, the design fee is non-refundable, because creative work cannot be undone. Unused revision rounds are not refundable.

6.5 Product Photography Pack

If you cancel before your products reach our Bangalore or Kochi studio, section 3 applies. Once your products have been received and the shoot is scheduled, a cancellation fee of 25% of the package fee applies to cover studio booking and preparation. Once the shoot has taken place, the fee is non-refundable. Courier costs for sending products to us and returning them are your responsibility and are not refundable. If we receive fewer products than the package allows, the difference is not refunded, but you may send the remaining products for a later shoot within 90 days.

7. Refund eligibility summary

8. Cancellation by Ciphercup

If we have to cancel your order or project for reasons on our side, for example because we cannot deliver the service as described or we made a pricing error, we will refund all amounts paid for work not delivered, including payment-gateway charges.

If we end a project because of a serious breach of our Terms by you, such as non-payment, unlawful content or abusive behaviour, or because a project has been inactive for more than 60 days despite reminders, the pro-rata calculation in section 4 applies.

9. If you are not satisfied with the work

We would much rather fix a problem than lose a client. If you are unhappy with any deliverable, please tell us before approving it. We will use the revision rounds included in your package to address your feedback, and if we have not met the agreed scope, we will correct it at no extra cost. If, after a genuine attempt to resolve the issue, we cannot deliver what was agreed in the scope, we will discuss a fair partial refund for the affected part of the work.

Refunds are not available for a change of mind after approval, changes in your business plans, or results from SEO or marketing that do not meet expectations, since those results depend on factors outside our control, as explained in our Disclaimer.

10. How to request a cancellation or refund

1. Email [email protected] with the subject line “Cancellation Request” or “Refund Request”. Requests by phone or WhatsApp should be confirmed by email so that we have a written record.
2. Include your name, order number or proposal reference, the service concerned and the reason for cancellation (this helps us improve, but will not affect your refund).
3. We will acknowledge your request within 2 business days and pause any further work.
4. Within 5 business days, we will send you a written breakdown of work completed, deductions and the refund due.
5. Once you confirm the breakdown, we will process the refund.

11. Refund processing and timelines

• Approved refunds are initiated within 7 to 10 business days of your confirmation.
• Refunds are made to the original payment method. Card and UPI refunds are processed through the same payment gateway; bank transfer payments are refunded to the account they came from.
• After we initiate the refund, your bank or card issuer may take a few additional working days to credit it to your account.
• Where GST was charged, we will issue a credit note in line with GST rules.
• Refunds are made in Indian Rupees. We are not responsible for exchange rate differences or charges by international banks.

12. Grievances and contact

If you are not satisfied with how your cancellation or refund was handled, you can contact our Grievance Officer: Grievance Officer, Ciphercup Technologies Pvt Ltd, [email protected] (subject line “Grievance”), #40, 6th Sector, 12th Main, Near BDA Complex, HSR Layout, Bangalore-560 102, Karnataka, India. We will acknowledge and resolve grievances within the timelines required by Indian law.

For any other questions, call or WhatsApp us on +91 99163 58261 (Monday to Saturday, 9:30 AM – 6:30 PM IST) or visit our Contact Us page. You can find more information about our packages on our Pricing and FAQ pages.

We may update this policy from time to time. Changes will not apply to orders placed or proposals accepted before the “Last updated” date shown above.