Refund Policy

INTRODUCTION

This Refund Policy ("Policy") outlines the terms and conditions governing cancellations, refund requests, and refunds for services provided by Esdras Consultants ("Company", "we", "us", or "our").

By engaging our services, the Client ("Client" or "you") acknowledges that they have read and understood this Policy. This Policy shall be read together with the Company's Terms and Conditions, the applicable project proposal, quotation, invoice, and any other written agreement between the parties.

Where a specific project agreement contains different refund or cancellation terms, those terms shall apply to the extent that they are expressly agreed upon in writing and are consistent with applicable law.

Nothing in this Policy shall exclude, restrict, or waive any rights or remedies that cannot lawfully be excluded, restricted, or waived under applicable law.

1. REFUND ELIGIBILITY

1.1 General Principle

Refund requests shall be assessed fairly and on a case-by-case basis, taking into account the agreed project scope, work completed, project stage, payments received, authorised expenses incurred, and the circumstances giving rise to the request.

The Company aims to resolve concerns through communication and corrective action wherever reasonably possible before considering a refund.

1.2 Grounds for Refund Consideration

A refund may be considered in circumstances including, but not limited to:

1. a.Cancellation before work has commenced.
2. b.Cancellation of a project where the Company has received payment for services that have not been performed and for which no applicable costs or contractual commitments have been incurred.
3. c.A material failure by the Company to deliver the services or deliverables expressly agreed upon in writing.
4. d.A material deviation from the approved project brief or specifications that the Company is unable to reasonably rectify.
5. e.Duplicate payments, billing errors, or other circumstances requiring a payment correction.
6. f.Other circumstances in which a refund is appropriate under the project agreement or applicable law.

1.3 Assessment of Refund Amounts

Where a refund is approved, the amount shall be determined by reference to the value of services not performed, work completed, authorised and non-recoverable expenses, applicable contractual commitments, and the nature of the issue.

The Company shall not charge the Client for work or costs that have not been incurred merely because a project has been cancelled.

A discretionary goodwill refund may be subject to an agreed limit. However, no refund limit under this Policy shall override an express contractual obligation or a right to a refund or other remedy under applicable law.

1.4 Reporting Concerns

Clients are requested to notify the Company in writing as soon as reasonably practicable after identifying a concern. Where a deliverable is submitted for review, the Client should ideally report any specific issues within seven (7) calendar days of receiving it.

The Company may request reasonable supporting information to assess the concern.

Any review period specified in this Policy shall not extinguish rights or remedies that the Client may have under applicable law.

1.5 Opportunity to Rectify

Where a concern relates to a material deviation from the agreed project scope, the Company shall ordinarily be given a reasonable opportunity to investigate and rectify the issue before a refund is considered.

The correction period shall depend on the nature and complexity of the issue. Where practicable, the Company shall communicate the expected correction timeline to the Client.

This provision shall not prevent a refund or other remedy where required under the applicable agreement or law.

1.6 Scope of Application

This Policy applies to the Company's branding, graphic design, logo design, website development, digital marketing, video animation, video editing, and other services unless different terms are expressly agreed upon in writing.

1.7 Online Delivery of Services

All services provided by the Company, including the ₹100 strategy call, are delivered online through video calls, email, and digital file transfer. No physical goods are shipped, and no shipping or delivery charges apply.

2. SERVICE-SPECIFIC CONDITIONS

2.1 Logo Design and Branding

The agreed project scope shall specify the deliverables and number of revision rounds included in the service. Unless otherwise agreed in writing, the standard logo design package includes two (2) rounds of revisions.

Refunds shall be considered where there is a material failure to meet the approved brief that cannot reasonably be rectified.

Changes in personal preference, a change of direction after approval, new concepts outside the original brief, or requests exceeding the agreed revision allowance shall not automatically qualify for a refund. Such requests may be treated as additional work and charged separately.

2.2 Website Development

Website development projects may involve research, planning, design, development, testing, integrations, and third-party services.

Where a website project is cancelled or a refund is requested, the Company shall assess the work completed, the agreed milestones, authorised expenses, and any outstanding deliverables.

If a material deviation from the agreed specifications is identified, the Company shall ordinarily be given a reasonable opportunity to rectify it.

Refunds, where appropriate, shall reflect the value of undelivered services and the circumstances of the case, subject to the applicable project agreement and law.

2.3 Digital Marketing

Advertising expenditure paid to advertising platforms, publishers, or other third parties is not refundable by the Company where the expenditure has already been incurred and is non-recoverable.

Service fees shall be assessed separately from advertising expenditure.

Where a digital marketing engagement is cancelled, the Company shall account for the services performed, authorised expenses, and applicable contractual commitments. Any refund due shall be determined accordingly.

Marketing performance, lead generation, sales, conversions, reach, and other campaign outcomes depend on multiple factors and shall not constitute guaranteed results unless a specific written guarantee has been expressly agreed upon.

2.4 Video Animation and Video Production

Video animation and production projects may involve scripting, storyboarding, illustration, voice-over, asset creation, animation, editing, and final rendering.

The project proposal or agreement shall specify the applicable milestones and deliverables.

Where a project is cancelled during the script-writing phase, the Company shall assess the work completed and determine whether any amount remains refundable.

Once animation or production has commenced, the costs and value of completed work may be substantial. Refunds shall therefore be assessed by reference to the work completed, authorised expenses, remaining deliverables, and the circumstances of the request.

The commencement of animation or production shall not, by itself, eliminate any refund or other remedy required under the applicable agreement or law.

2.5 Third-Party Services and Assets

Third-party costs may include stock images, fonts, software licences, plugins, hosting, domains, voice-over services, advertising expenditure, subscriptions, and other external services.

The Company shall identify material third-party costs to the Client where reasonably practicable before committing to them.

Where such costs have been authorised, incurred, and cannot be recovered from the relevant third party, they may be deducted from a cancellation refund where appropriate and legally permissible.

Any recoverable third-party amount shall be accounted for accordingly.

3. NON-REFUNDABLE COSTS AND OTHER EXCLUSIONS

3.1 Initial Advance Payment

The Company generally requires an advance payment of fifty per cent (50%) of the total project value before commencing work, unless otherwise agreed in writing.

The advance payment covers the initial project commitment and may be applied towards work performed, resources allocated, and authorised expenses incurred.

The advance payment shall not automatically be treated as non-refundable in every circumstance. Any refund following cancellation shall be assessed under this Policy, the applicable project agreement, and applicable law.

3.2 Completed Projects

A completed project shall not ordinarily qualify for a refund solely because the Client changes their mind, changes their business direction, or is dissatisfied with a preference that was not part of the agreed specifications.

However, where a completed project contains a material deviation from the agreed deliverables that cannot reasonably be rectified, the Company shall assess the concern and consider an appropriate remedy in accordance with this Policy and applicable law.

3.3 Projects Valued Below USD 100

For projects valued below USD 100, or the equivalent amount in another currency, discretionary refunds may be limited due to the administrative and operational costs associated with small projects.

This provision shall not prevent a refund or other remedy where required by the applicable project agreement or law.

3.4 Third-Party Costs

Non-recoverable third-party expenses that were authorised by the Client and actually incurred for the project shall ordinarily be excluded from the refundable amount.

The Company shall not treat unincurred or recoverable third-party expenses as non-refundable costs.

3.5 Client-Initiated Changes

Changes to the approved brief, scope of work, project direction, or deliverables may require additional time and charges.

Where a Client requests such changes, the Company shall communicate any material impact on pricing and timelines where reasonably practicable.

Client-initiated changes shall not automatically entitle the Client to a refund for work already performed in accordance with the previously approved scope.

3.6 Client-Caused Delays

Delays arising from the Client's failure to provide required content, materials, access credentials, approvals, feedback, or other necessary inputs shall not, by themselves, qualify the Client for a refund.

The Company may adjust project timelines to account for such delays and may pause or close an inactive project in accordance with the applicable Terms and Conditions.

Any amounts relating to undelivered services shall nevertheless be assessed in accordance with this Policy and applicable law.

3.7 ₹100 Strategy Call Fee

The fee of ₹100 paid to book the 30-minute strategy call is a non-refundable booking fee, as stated at the time of booking.

Where the Client proceeds with a project with the Company, the ₹100 fee shall be credited in full towards the project value.

If the Company cancels the strategy call and is unable to offer a mutually convenient alternative time, the ₹100 fee shall be refunded to the Client.

4. INCOMPLETE OR CANCELLED PROJECTS

4.1 Cancellation Before Work Commences

Where a Client cancels a project before the Company has commenced substantive project work, the Company shall refund the payments received, less any applicable transaction charges, authorised expenses, or other non-recoverable costs actually incurred, where such deductions are appropriate and legally permissible.

Where no work has commenced and no deductible costs have been incurred, the full amount received shall be refunded, subject to any applicable legal requirements.

4.2 Cancellation After Work Commences

Where a Client cancels a project after work has commenced, the Company shall assess the value of work completed up to the effective cancellation date, authorised and non-recoverable expenses, and any applicable contractual commitments.

The Company may deduct amounts properly attributable to completed work and eligible costs from the payments received.

Any remaining unearned balance shall be refunded where appropriate under the project agreement and applicable law.

Where the value of completed work and eligible costs exceeds the payments received, the Client may remain liable for the outstanding amount in accordance with the applicable agreement and law.

4.3 Cancellation Initiated by the Company

Where the Company decides to discontinue a project for reasons not attributable to a Client breach, the Company shall inform the Client in writing and provide an account of the work completed, expenses incurred, and outstanding deliverables.

Any refund due shall be determined by reference to the unperformed portion of the agreed services, the circumstances of the cancellation, the applicable project agreement, and applicable law.

Where the Company has materially failed to perform its agreed obligations, it shall provide a reasonable opportunity to resolve the issue where appropriate. If the issue cannot reasonably be resolved, an appropriate refund or other remedy shall be considered.

4.4 Final Payment and Delivery

Unless otherwise agreed in writing, the Company's standard payment arrangement is fifty per cent (50%) of the project value as an advance and the remaining fifty per cent (50%) before final delivery.

Final deliverables and agreed ownership rights shall be transferred in accordance with the payment terms and intellectual property provisions of the applicable project agreement.

This provision shall not be interpreted as permitting the Company to withhold any deliverable, refund, or other remedy where doing so would violate applicable law or an express contractual obligation.

4.5 Partial Deliverables

Where a project is partially completed, the Company shall identify the work completed and any remaining deliverables as part of the cancellation assessment.

The Client shall not automatically be entitled to a refund for work already completed in accordance with the approved scope. Equally, the Company shall not automatically retain payment for services that remain undelivered where a refund is due under this Policy, the applicable agreement, or applicable law.

5. REFUND REQUEST PROCEDURE

5.1 Submission of Requests

All refund requests should be submitted in writing to:

Email: ezrakumar@esdras.in

The request should include:

1. a.The Client's name and contact details.
2. b.The project name, reference number, or invoice number.
3. c.The date of the original payment.
4. d.A clear explanation of the reason for the request.
5. e.Details of the specific deliverables or services concerned.
6. f.Relevant supporting documents, correspondence, approvals, or other evidence.
7. g.Bank or payment details reasonably necessary to process an approved refund.

5.2 Acknowledgement and Review

The Company shall review the request and may seek additional information where reasonably necessary.

The Company shall assess the request in good faith, taking into account the applicable project agreement, the work completed, relevant communications, payments received, authorised expenses, and any other material circumstances.

5.3 Opportunity to Resolve the Concern

Where appropriate, the Company may propose corrective work, revised deliverables, or another reasonable solution before finalising the refund decision.

Any such proposal shall be communicated to the Client. The parties may agree in writing on a mutually acceptable resolution.

5.4 Refund Decision

The Company shall communicate its decision in writing, including the approved refund amount, where applicable, and the basis for the calculation.

Where a request is declined, the Company shall provide a reasonable explanation of the decision, subject to the circumstances and applicable law.

5.5 Processing Time

Approved refunds shall ordinarily be processed within seven (7) to fourteen (14) business days from written confirmation of the refund amount and receipt of the information reasonably required to process the payment.

International transfers, banking procedures, payment-provider requirements, currency conversion, and other circumstances outside the Company's reasonable control may affect the time taken for funds to reach the Client.

Where a material delay is anticipated, the Company shall communicate this to the Client where reasonably practicable.

5.6 Transaction and Banking Charges

The Company does not charge a separate administrative fee solely for reviewing a refund request.

Where a refund involves transaction, foreign exchange, or banking charges, the treatment of those charges shall be communicated to the Client where reasonably practicable and handled in accordance with the applicable payment terms and law.

No deduction shall be made for a charge that has not been incurred or that cannot lawfully be passed on to the Client.

5.7 Method of Refund

Refunds shall ordinarily be made through the original payment method wherever reasonably practicable.

Where the original payment method is unavailable or an alternative method is necessary, the Company may request suitable payment details and verify the identity of the recipient before processing the refund.

The Company shall not knowingly process a refund to an unrelated third party without appropriate verification and authorisation.

6. OWNERSHIP AND USE OF WORK FOLLOWING A REFUND

6.1 Ownership of Refunded Work

Where a refund is issued for work that the Client has not retained the right to use, the Company shall retain the intellectual property rights in that work, subject to any applicable third-party rights and the terms of the project agreement.

The refund confirmation shall identify, where appropriate, the deliverables covered by the refund and the resulting ownership and usage arrangements.

6.2 Client's Use of Refunded Work

Unless otherwise agreed in writing, the Client shall not use, reproduce, publish, distribute, modify, or commercially exploit work for which a full or partial refund has been granted and the corresponding usage rights have not been retained by the Client.

Where the parties agree that the Client may retain certain deliverables despite a partial refund, the permitted use and ownership arrangements shall be recorded in writing.

6.3 Portfolio and Internal Use

The Company may retain refunded work for internal records, documentation, and quality assurance, subject to applicable confidentiality obligations and intellectual property rights.

The Company may use such work in its public portfolio, promotional materials, or case studies only where it has the necessary rights and permissions and doing so does not breach confidentiality or applicable law.

The Company shall not publicly disclose the Client's confidential information or unpublished project materials merely because a refund has been issued.

6.4 Third-Party Intellectual Property

Any third-party assets incorporated into project work shall remain subject to their respective licences and terms. Neither a refund nor cancellation shall transfer rights that the Company does not own or have authority to transfer.

7. ALTERNATIVE RESOLUTIONS

7.1 Alternatives to Refunds

Where appropriate, the Company may propose an alternative resolution, including:

1. a.Corrective work or revised deliverables.
2. b.Future service credits.
3. c.Adjusted pricing or discounts for future services.
4. d.A revised project scope or delivery arrangement.
5. e.A mutually agreed partial refund.

7.2 Mutual Agreement

Alternative resolutions shall be subject to the Client's agreement unless a particular remedy is expressly provided for under the applicable project agreement or law.

The Company shall not represent service credits, discounts, or replacement services as a mandatory substitute for a refund where the Client is legally entitled to another remedy.

7.3 No Automatic Guarantee

The availability of an alternative resolution shall depend on the circumstances of the project and the terms agreed between the parties. The examples in this section do not constitute a general guarantee of a refund, replacement service, or specific project outcome.

8. DISPUTE RESOLUTION AND PAYMENT DISPUTES

8.1 Good-Faith Resolution

The Company encourages Clients to contact it directly to resolve concerns regarding invoices, cancellations, project delivery, or refund decisions.

Both parties should make reasonable efforts to resolve disputes through good-faith communication and by referring to the approved project brief, written agreement, payment records, and relevant correspondence.

8.2 Formal Disputes

Where a dispute cannot be resolved through direct communication, either party may pursue the dispute-resolution process specified in the Company's Terms and Conditions or the applicable project agreement.

Any arbitration clause, governing-law provision, or jurisdiction clause shall operate subject to its enforceability and applicable law.

Nothing in this Policy shall prevent either party from approaching a court, consumer commission, payment provider, regulator, or other competent authority where permitted or required by law.

8.3 Chargebacks and Payment Reversals

Clients are encouraged to contact the Company before initiating a payment dispute or chargeback so that billing concerns can be reviewed and resolved where possible.

The Company may provide relevant invoices, approvals, project records, delivery evidence, and communications to a payment provider or other competent authority when responding to a disputed transaction.

The Company reserves the right to challenge chargebacks where it has reasonable grounds and supporting evidence.

Nothing in this Policy shall restrict a Client's rights under applicable law or the rules of the relevant payment provider.

8.4 No Waiver of Legal Rights

The submission or review of an internal refund request shall not, by itself, waive or extinguish any rights or remedies available to either party under applicable law.

9. CONTACT INFORMATION

For refund requests, clarification, or other questions concerning this Policy, please contact:

Ezra Kumar
Esdras Consultants

Email: ezrakumar@esdras.in

Address:
1-3-183/40/21/49, Kavadiguda,
Hyderabad, Telangana 500080, India.

10. POLICY UPDATES AND INTERPRETATION

10.1 Policy Updates

The Company may update this Policy from time to time to reflect changes in its services, business practices, contractual arrangements, or applicable law.

The version applicable to a particular project shall be determined in accordance with the applicable agreement and any mandatory legal requirements. Where a material change affects an ongoing project, the Company shall communicate the change to the Client where reasonably practicable.

10.2 Interpretation

This Policy shall be interpreted together with the applicable Terms and Conditions and project agreement. If any provision is found to be invalid or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.

10.3 Governing Law

This Policy shall be governed by the laws of India, subject to applicable conflict-of-law rules and any mandatory rights or protections available to the Client under applicable law.

Any court proceedings shall be brought before a court of competent jurisdiction, subject to applicable law and any valid dispute-resolution agreement between the parties.

ACKNOWLEDGEMENT

By engaging with Esdras Consultants, the Client acknowledges receipt of this Policy and agrees that it shall be read together with the applicable project agreement and Terms and Conditions, subject always to rights and remedies available under applicable law.