Refund Policy

How refunds, cancellations and payments work at GetCustomer.online, in plain language. Last updated: [06/OCT/2026]

Please read this policy before paying for any service. It works together with our Terms and Conditions and Privacy Policy.

Our approach

We do real work from the day you pay: research, planning, design, development, ad setup and content. Because our time and expertise are the product, refunds are based on work not yet started or not yet delivered, not on dissatisfaction with results we do not control. We aim to be fair to both sides, and we are always happy to fix problems before they become refund requests.

Advance and booking payments

Project work (such as websites and branding) starts after an advance of [50]% is received.
The advance secures your slot, our planning time and our resources. Once work has begun, the advance is non-refundable, but it is adjusted against the value of work completed.
If we have not started any work at all, you may cancel within [48 hours] of paying and receive a refund of the advance, less payment gateway fees of [2]%.

Website building

Refunds for website projects depend on the stage reached when you cancel:

Before work starts: advance refunded in full, less gateway fees.
Design or development in progress: you pay for the work completed up to that point. Any balance of the advance beyond that is refunded.
After final delivery or go-live: no refund, as the work has been delivered. Bugs or errors against the agreed scope will be fixed free of charge within [30] days.

SEO and monthly services

Monthly services (SEO, social media, GMB / Local SEO, content or ad management) are billed in advance for each month.
You may cancel at any time with [15] days’ written notice, as set out in our Terms. We will not renew billing after the notice period.
Fees for a month already started are non-refundable, as the work for that month has been planned and begun.
If you cancel with notice, any fully unused prepaid month beyond the notice period is refunded.
SEO results take time. We do not refund fees because rankings, traffic or leads did not reach a particular level, as we do not guarantee them.

Advertising budgets and ad spend

Ad spend is never refundable by us. Money paid to Google, Meta or other platforms goes directly to them and is governed by their own policies.
If you prepaid ad spend to us and it has not yet been spent on the platform, the unused balance will be returned to you after the campaign is stopped.
Our management fee follows the monthly services rule above.

Branding and content creation

Branding, design, copywriting, reels and other creative work is custom made for you, so once concepts or drafts have been delivered they cannot be returned.
If you cancel part-way, you pay for the stages completed (for example research, concepts, drafts) and the rest of the advance is refunded.
Each package includes the revision rounds stated in your quote. Dissatisfaction with a style you approved is not a ground for refund, but we will use your revision rounds to get it right.

Third-party and out-of-pocket costs

Costs we pay to others on your behalf are non-refundable once purchased. This includes domains, hosting, premium themes and plugins, stock photos, fonts, SSL, software licences, paid tools and platform fees. We will share these items on request, and domains and accounts will be registered in your name wherever possible so you keep them.

When you are eligible for a refund

You paid, but we have not started any work.
We are unable to deliver the agreed service and cannot offer a reasonable alternative.
You were charged twice, or charged an amount different from the approved quote.
We missed the agreed delivery timeline by more than [30] days for reasons entirely within our control, and you cancel in writing before final delivery.

In these cases we will refund the amount due, after adjusting for work already completed and costs already paid to third parties.

When refunds are not given

The work has been completed and delivered as per the agreed scope.
You changed your mind after work began, other than as described in this policy.
Results (rankings, traffic, leads, sales, ROAS) differ from your expectations, since these are not guaranteed.
Delay or non-delivery was caused by late content, approvals, payments or access from your side.
Ad accounts, pages or profiles were suspended or restricted by a platform.
You asked us to stop work after the deliverables were handed over, or you stopped responding for more than [30] days.

How to request a refund

Send us a written request at support@getcustomer.online or on WhatsApp at +91 92117 27026, with:

Your name, business name and phone number
Invoice number or payment reference
The service concerned and the reason for the request

Please raise the request within [7] days of the issue or payment. We will review it and reply within [3] working days.

Processing time and method

Approved refunds are processed within [7–10] working days.
Money is returned to the original payment method (UPI, bank transfer, card or payment gateway) unless agreed otherwise.
Your bank or gateway may take additional days to show the credit.
Payment gateway or bank charges may be deducted, as noted above.
Where GST has been charged, the tax treatment of the refund follows applicable law.

Disputes and chargebacks

Please contact us first. Most concerns are solved quickly by talking. If a payment dispute or chargeback is raised without contacting us, we may pause services and share records of work done, invoices and communication with the bank or gateway. Unresolved disputes follow the governing law and jurisdiction in our Terms.

Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top shows the latest version. The policy in force at the time of your payment applies to that order.

Questions about a refund?

GetCustomer.online Digital Agency
Phone: +91 92117 27026
WhatsApp: +91 92117 27026
Email: support@getcustomer.online