Refund & Cancellation Policy
We want every client to feel treated fairly. This policy explains, in plain language, when you can cancel, what we refund, what we can't refund (like government fees already paid on your behalf), and how quickly money reaches you.
- Full refund if we haven't started work
- Refunds started within 5 working days
- Back to your original payment method
- Clear rules for every service
The short version
This policy applies to all services bought from iBACT Digital, a brand of IBACT Innovations Private Limited, through our website, client portal, payment links, WhatsApp or in person. Where a service page, quote or written agreement says something different, that specific term applies.
Cancel and get a full refund of our professional fee.
We refund the part of our fee for work not yet done, unless a milestone below says otherwise.
Government fees and third-party costs already paid on your behalf can't be refunded by us.
If we fail to deliver what we promised, we fix it free or refund our fee for that service.
What would you get back?
Pick your service and how far it has progressed. This shows what this policy usually provides.
Under this policy
—
A guide only. The final amount depends on your invoice, the work completed and any written agreement for your order.
General principles
- 1Professional fee vs other costsYour invoice may include our professional fee, government fees, and third-party costs such as domains, certificates, ad budgets or message credits. Refunds under this policy apply to our professional fee; other costs follow the rules of whoever received them.
- 2Work not started is fully refundableIf you cancel before we begin work, we refund our professional fee in full, plus any government or third-party amount we haven't yet paid out.
- 3Work started is refunded fairlyOnce work begins, we refund the portion of our fee for stages not yet completed, based on the milestones for your service below.
- 4Delivered work isn't refundableOnce a service is completed and delivered, such as a filing submitted or a website handed over, our fee for it isn't refundable, except where we made an error.
- 5Outcomes decided by othersApprovals, registrations, rankings, ad results and verifications are decided by government bodies and platforms. A rejection or delay by them isn't, by itself, a reason for a refund, but we'll always help you fix and re-file where possible.
- 6Our errors are on usIf a rejection, penalty or failure is caused by our mistake, we correct it at no cost, and where that isn't possible, refund our fee for that service.
Refund rules for each type of service
Find your service below. "Fee" means our professional fee, excluding government and third-party charges.
| Service | Before work starts | After work starts | After delivery |
|---|---|---|---|
| Registrations & licences (company, GST, trademark, FSSAI, IEC, Udyam, drug licence and similar) | Full refund | 50% of fee if documents are prepared but nothing filed; none once filed with the authority | None, except for our error |
| Compliance & filings (GST, ITR, TDS, ROC, accounting, notices) | Full refund | Unfiled periods refunded; periods already filed aren't | None for filed returns |
| Monthly retainers (accounting, virtual CFO, social media, SEO, Google Business Profile) | Full refund | Cancel any time; current month not refunded; one month's notice applies after any minimum term | Not applicable |
| Websites, landing pages, stores and branding | Full refund | 50% advance not refundable once domain, hosting and first design are delivered; refundable if those aren't delivered within 72 hours on Silver, Gold and customised website plans | Balance payment not refundable |
| Advertising management (Google Ads, Meta Ads) | Full refund | Current month's fee not refunded; unused ad budget held by us refunded | Not applicable |
| Hosting, domains, SSL and business email | Full refund within 48 hours if not activated | Domains and issued certificates can't be refunded; hosting and email refunded for unused full months on request | Not applicable |
| WhatsApp, SMS, IVR and API services | Full refund of setup fee | Setup fee not refundable once work begins; unused platform months refunded; message credits per provider rules | Used credits not refundable |
| Certifications (ISO, BIS) and consulting | Full refund | Refund for stages not yet completed | None after certification audit support is delivered |
Search engine optimisation and digital marketing: you can cancel at any time and won't be billed for future months, apart from one upcoming month. If you cancel within 48 hours of purchase or renewal, you get a full refund for that month.
iBACT for Startups: services provided free under the programme have nothing to refund. Government fees and third-party charges paid by the startup follow the rules in this policy.
Amounts we can't refund
These are paid to other organisations on your behalf. Once paid, they're outside our control.
Government fees
MCA, GST, trademark, FSSAI, DGFT, BIS, labour and municipal fees once paid. Some authorities allow refund claims; we'll help you apply where possible.
Domains & certificates
Domain registrations and issued SSL or digital signature certificates, which can't be cancelled once issued.
Ad spend & message charges
Budgets already spent on Google or Meta ads, and WhatsApp, SMS or call charges already used.
Third-party services
Lab testing, certification body audits, stamp duty, notary, courier and similar charges already incurred.
Completed work
Work that has been completed and delivered as agreed, such as a filed return or an approved design.
Current billing period
The current month of a monthly service, since the work is already planned and underway.
How to cancel or request a refund
Contact usAny time
WhatsApp, email or call us with your name, registered mobile, invoice or order number, and the reason. Please send it from the email or number used for the order.
We reviewWithin 3 working days
We acknowledge within 1 working day, check the work completed and amounts paid to others, and confirm the refund amount in writing.
Refund processedWithin 5 working days
Once you confirm, we start the refund to your original payment method within 5 working days and send a credit note for the GST portion.
When will the money reach you?
We start every approved refund within 5 working days. After that, it depends on your bank or payment method.
| Paid by | We start the refund | Usually reaches you |
|---|---|---|
| UPI | Within 5 working days | 1–3 working days after |
| Debit card | Within 5 working days | 5–7 working days after |
| Credit card | Within 5 working days | 7–10 working days after, or next statement |
| Net banking | Within 5 working days | 3–7 working days after |
| Bank transfer (NEFT/RTGS/IMPS) | Within 5 working days | 1–2 working days after, to the same account |
Refunds are made only to the original payment method or the account that paid. If a refund is delayed beyond these times after we've confirmed it, please contact your bank with the reference number we share.
Other situations
- Duplicate paymentCharged twice?Duplicate or excess payments are refunded in full once confirmed, usually within 5 working days.
- We cancelIf we can't take on your workIf we decline or can't complete a service for reasons on our side, we refund all amounts not yet paid to others, plus our fee for undelivered work.
- No responseIf documents or approvals don't arriveIf we don't hear back for 60 days despite reminders, we may close the order. Our fee for work done is retained, and the balance can be refunded on request within 6 months.
- ChargebacksPlease talk to us firstRaising a chargeback without contacting us can delay resolution. We'll always try to resolve your request directly and quickly.
- MisuseFalse informationRefunds don't apply where a service fails because of incorrect, incomplete or false information or documents provided to us.
- TaxesGST on refundsGST charged on a refunded amount is reversed through a credit note, as per GST law.
Grievances and contact
If you're not satisfied with how your refund or cancellation was handled, escalate to our India Grievance Desk.
Customer support
WhatsApp or call +91 92409 56718
Email support@ibact.digital
Monday to Saturday, 10 am to 7 pm
India Grievance Desk
Email grievance@ibact.digital
We acknowledge within 48 hours and aim to resolve within 30 days.
Registered entity
IBACT Innovations Private Limited
Appareddy Palya, Motappapalya, Indiranagar, Bengaluru, Karnataka 560008
This policy is governed by the laws of India. Nothing in it limits your rights under the Consumer Protection Act, 2019. If a translation differs, the English version applies.
Changes to this policy
We may update this policy from time to time. The "last updated" date at the top shows the latest version. Changes apply to orders placed after that date; orders placed earlier follow the policy in force when you paid.
Refunds: frequently asked questions
Can I get a full refund?+
Yes, if you cancel before we start work. You get our professional fee back in full, plus any government or third-party amount we haven't yet paid out.
Why can't government fees be refunded?+
They're paid directly to the authority, such as the MCA, GST department or Trade Marks Registry, and are outside our control once paid. Where the authority allows a refund claim, we'll help you apply.
How long does a refund take?+
We start approved refunds within 5 working days. Banks usually take another 1 to 10 working days depending on the payment method.
Where will my refund go?+
To your original payment method or the bank account that paid. We don't refund to a different person or account.
My application was rejected. Do I get a refund?+
If the rejection was due to our error, we correct and re-file at no cost, or refund our fee if that isn't possible. If it was due to documents or eligibility, our fee isn't refundable, but we'll help you fix and re-file.
Can I cancel a monthly service any time?+
Yes. The current month isn't refunded since the work is underway, and you won't be billed for future months after any notice period or minimum term in your plan.
Is the website advance refundable?+
The 50% advance is refundable if we don't deliver the domain, hosting and a basic design within 72 hours on Silver, Gold and customised plans. Once those are delivered, it isn't refundable.
I was charged twice. What do I do?+
Send us both payment references. Duplicate payments are refunded in full once confirmed.
Is GST refunded too?+
Yes, GST on the refunded amount is reversed through a credit note.
Who do I contact if I'm unhappy with the outcome?+
Write to our India Grievance Desk at grievance@ibact.digital. We acknowledge within 48 hours and aim to resolve complaints within 30 days.