Refund Policy

This Refund Policy describes the circumstances under which Reddy ScaleX (“we,” “our,” or “us”) issues refunds, prorated credits, or service adjustments. Because digital marketing services are time-and-effort based and the work is non-returnable once delivered, refund eligibility is necessarily different from typical product-purchase refund scenarios. We have written this policy to be as clear as possible up front so that there are no surprises later.

This policy applies to all clients of Reddy ScaleX and forms part of the broader engagement under our Terms & Conditions. Where a written service agreement signed between us and the client contains specific refund language that conflicts with this policy, the written service agreement governs.

1. Free Consultations & Initial Proposals

Our initial discovery call and the written proposal that follows are provided free of charge, with no obligation to proceed. There is nothing to refund at this stage because no fees have been billed.

2. Monthly Retainer Services

For SEO, PPC management, social media, content marketing, email marketing, and analytics retainers, fees are billed monthly in advance.

• Cancellation notice: Either party may cancel a monthly retainer with 30 days' written notice. Notice can be given by email to hello@reddyscalex.site.
• Refunds within a paid month: Once a monthly retainer fee has been billed and the work for that month has begun, the fee is non-refundable for that specific month. We continue to deliver the agreed scope through the notice period.
• Pro-rated refunds: If you cancel within the first 7 days of a brand-new engagement and we have not yet started any deliverable work beyond the initial discovery, we will issue a pro-rated refund of the unused portion of the monthly fee. After the initial 7-day window, monthly fees are non-refundable for the month in which work has commenced.
• Minimum engagement period: For some service lines (typically 2–3 month minimums for retainer services and PPC), early cancellation before the agreed minimum period may forfeit any unused fees as outlined in the signed service agreement.

3. One-Time Projects (e.g., Website Design)

For one-time projects such as website design and development, content audits, or marketing strategy documents, fees are typically structured as milestone-based payments (for example, 50% on project start, 50% on delivery), as set out in the proposal you signed.

• Pre-start refund: If you cancel before any work has begun, we refund the full deposit minus a small administrative fee (capped at 10% of the deposit) to cover scoping and proposal time.
• Mid-project cancellation: Once work has commenced, deposit fees are non-refundable for the work already completed and delivered up to the cancellation date. Any partial deliverables completed will be handed over.
• Final payment: Final-stage milestone payments become due once the agreed deliverables have been provided to the client and remain due even if the client subsequently chooses not to deploy or use them.

4. Ad Spend (Google Ads, Meta, LinkedIn, etc.)

Ad spend is paid by you directly to the advertising platform (Google, Meta, LinkedIn, Microsoft, etc.) using your own card or billing method, in your own ad account. Reddy ScaleX never bundles ad spend into our service fees and never receives commissions or rebates from any platform on the spend you place.

As a result, refunds of ad spend are not handled by Reddy ScaleX. Any refund of ad spend, ad-platform credit, or compensation for platform errors is governed entirely by the policies of the platform itself (Google Ads, Meta, etc.) and must be pursued by you directly with that platform. We are happy to support you in raising a platform refund request, but we are not responsible for whether such a refund is granted.

5. Refund Process & Timelines

If a refund is approved under this policy:

• Refunds are issued to the same payment method or account from which we originally received payment.
• Refunds are processed within 7–14 business days of approval.
• The actual time funds appear in your account depends on your bank or payment provider and is outside our control.
• Where the original payment was made through a third-party payment processor (e.g., Razorpay, Stripe), processor fees that are not refunded to us by the processor will be deducted from the refundable amount.

6. Performance-Related Disputes

Digital marketing outcomes are influenced by many factors outside any agency's control — including market conditions, industry competition, platform algorithm changes, the strength of your offer, and seasonal fluctuations. As stated in our Terms & Conditions and Disclaimer, we do not guarantee specific results, rankings, or revenue outcomes. Refunds are therefore not issued on the basis of campaign performance not meeting expectations, provided that the agreed scope of work has been delivered professionally and in line with industry best practices.

If you have a concern about how a service has been delivered, please raise it with us as early as possible. We genuinely want to know if something isn't working, and we'll usually be able to course-correct or restructure the work without it ever becoming a refund question.

7. Service-Quality Concerns

If you believe we have not delivered the agreed scope of work or have failed to meet a clearly documented service commitment in your contract, we will work with you in good faith to investigate the issue and reach a fair resolution. Possible resolutions can include:

• Redoing or correcting specific deliverables at no additional charge;
• Crediting a future month of services;
• Issuing a partial refund, where appropriate and in our reasonable judgement.

We approach service-quality concerns case by case and aim to resolve them quickly and respectfully. The vast majority of issues can be solved long before a refund discussion is needed.

8. Chargebacks

If you have a concern about a charge, please contact us first — we'll usually be able to resolve it directly. Filing a chargeback or payment-card dispute without first attempting to resolve the matter with us may result in suspension of services and may incur additional administrative fees, as we incur cost from each chargeback regardless of outcome.

9. Indian Tax (GST) Treatment

Where a refund is issued, any Goods and Services Tax (GST) charged on the original invoice will be refunded in line with applicable Indian tax law and our compliance obligations under the GST regime. Refund timing and treatment may vary depending on the specific scenario; we will explain the GST implications at the time of refund processing.

10. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or to address operational lessons. The “Last Updated” date at the top of this policy will indicate when it was most recently revised. The version of this policy in force at the time you signed your service agreement is the version that applies to your engagement, unless we explicitly notify you of an update and you accept it in writing.

11. Contact

For any questions about this Refund Policy, or to raise a refund or service-quality concern, please contact us:

Reddy ScaleX
A 67-70, 2nd and 3rd Floor, Palam Extension, Sector-7,
near ICICI Bank, New Delhi, Delhi 110077, India
Email: hello@reddyscalex.site
Phone: +91-855-599-1259
Business hours: Monday–Saturday 10:00 AM – 7:00 PM IST.