At iMars Vision Labs, we strive to deliver high-quality digital marketing services that meet your expectations. This Cancellation & Refund Policy outlines the terms under which you may cancel our services and request a refund. By engaging our services, you agree to this policy.
1. Cancellation of Services
1.1 Cancellation by Client
You may cancel any of our digital marketing services at any time by providing written notice via email to info@imarsvisionlabs.com. The following notice periods apply:
- Monthly Retainer Services (SEO, Social Media, Lead Generation, CRM, WhatsApp Marketing, etc.): 30 days' written notice before the next billing cycle.
- Project-Based Services (Website Development, Campaign Setup, PR Campaigns, etc.): 15 days' written notice. Work completed up to the cancellation date will be billed proportionally.
- 360° Marketing Packages: 30 days' written notice. Since these are comprehensive multi-channel packages, early cancellation may be subject to the terms in Section 3 below.
1.2 Cancellation by iMars Vision Labs
We reserve the right to suspend or terminate services in the following situations:
- Non-payment of invoices beyond 15 days from the due date
- Breach of our Terms & Conditions by the client
- Failure to provide necessary access, materials, or approvals despite repeated requests
- Engagement in illegal, fraudulent, or unethical business practices
- Abusive behavior toward our team members
In such cases, we will provide 7 days' written notice before termination, except in cases of severe breach where immediate termination may apply.
1.3 Effect of Cancellation
Upon cancellation:
- All ongoing work will be stopped as of the cancellation effective date
- You will receive a final invoice for all work completed up to that date
- Access to any marketing platforms, accounts, or credentials we manage will be transferred back to you within 5 business days
- All deliverables completed and paid for will be handed over to you
- Any pending reports or analytics data will be shared in the final handover
2. Refund Policy
2.1 General Refund Policy
Due to the nature of digital marketing services — which involve labor, strategy development, content creation, and platform management — refunds are generally not provided once work has commenced. However, we are committed to fair practices and will consider refund requests on a case-by-case basis under the conditions described below.
2.2 Eligible Refund Scenarios
You may be eligible for a partial or full refund in the following situations:
- Advance Payment for Work Not Started: If you have paid in advance and we have not yet begun any work on your project, you are eligible for a full refund minus a 10% administrative fee.
- Duplicate Payment: If you have been charged twice for the same service due to a billing error, the duplicate amount will be refunded in full within 7-10 business days.
- Service Not Delivered: If we are unable to deliver a specific service or deliverable as agreed in the proposal/SOW, the proportional amount for the undelivered portion will be refunded.
- Cancellation Within Cooling-Off Period: For new clients, if you cancel within 7 days of signing the service agreement and no work has commenced, you may receive a full refund minus a 10% administrative fee.
2.3 Non-Refundable Items
The following are not eligible for refunds under any circumstances:
- Work Already Completed: Any services, deliverables, or campaigns that have been executed or delivered
- Third-Party Costs: Expenses paid to third parties on your behalf, including but not limited to Google Ads spend, Meta (Facebook/Instagram) Ads spend, influencer payments, domain registrations, hosting fees, stock image purchases, and software subscriptions
- SEO Results: We do not offer refunds based on search engine ranking outcomes, as these depend on algorithm changes and competition beyond our control
- Free Tools: Our free online tools (SEO Audit Tool, ROI Calculator, Headline Analyzer, Meta Tag Generator, Keyword Density Checker, UTM Builder) are provided at no cost and are not subject to refunds
- Consultation Fees: Fees paid for consultations or strategy sessions are non-refundable once the session has taken place
2.4 Partial Refunds
In cases where a project is cancelled midway, we will calculate the refund (if any) based on:
- The total project value as agreed in the proposal
- The percentage of work completed at the time of cancellation
- Any third-party costs already incurred on your behalf
- Administrative and overhead costs
A detailed breakdown will be provided with any partial refund calculation.
3. Service-Specific Cancellation Terms
3.1 SEO Services
SEO is a long-term strategy. If you cancel SEO services mid-campaign:
- Work completed (keyword research, on-page optimization, content creation, link building) is non-refundable
- Any prepaid monthly retainers for the current billing cycle are non-refundable
- Future months' retainers paid in advance will be refunded
3.2 Social Media Marketing
If you cancel social media management services:
- Content already created and scheduled is non-refundable
- Ad spend already committed to platforms (Meta, LinkedIn, etc.) is non-refundable
- Account ownership and access will be transferred back to you
3.3 Lead Generation & CRM
If you cancel lead generation or CRM implementation services:
- Leads already generated and delivered are non-refundable
- CRM setup and configuration work completed is non-refundable
- Any software licenses purchased on your behalf are non-refundable
3.4 PR Campaigns & 360° Marketing
If you cancel PR or 360° marketing campaigns:
- Media outreach already conducted is non-refundable
- Content production (press releases, videos, graphics) already completed is non-refundable
- Vendor payments already made (event sponsors, media buys, etc.) are non-refundable
3.5 WhatsApp Marketing
If you cancel WhatsApp marketing services:
- Messages already sent are non-refundable
- Template approvals and campaign setup work completed are non-refundable
- Any WhatsApp Business API charges already incurred are non-refundable
4. How to Request a Refund
To request a refund, please follow these steps:
- Step 1: Send an email to info@imarsvisionlabs.com with the subject line "Refund Request — [Your Company Name]"
- Step 2: Include your full name, company name, contact details, service(s) availed, and the reason for the refund request
- Step 3: Attach any relevant invoices, payment receipts, or supporting documents
- Step 4: Our team will review your request and respond within 5-7 business days
5. Refund Processing
If your refund request is approved:
- Refunds will be processed to the original payment method used
- Bank transfers and UPI payments will be refunded within 7-10 business days
- Credit/debit card refunds may take 10-15 business days depending on your bank
- You will receive a confirmation email once the refund has been initiated
6. Disputes
If you are not satisfied with our decision regarding a cancellation or refund request:
- You may escalate the matter by writing to info@imarsvisionlabs.com within 15 days of receiving our decision
- We will review the escalation and provide a final resolution within 10 business days
- If the dispute cannot be resolved amicably, it shall be subject to the jurisdiction of the courts in Ujjain, Madhya Pradesh, India, as outlined in our Terms & Conditions
7. Changes to This Policy
We reserve the right to update or modify this Cancellation & Refund Policy at any time. Changes will be effective immediately upon posting on our website with an updated "Last Updated" date. Material changes will be communicated to active clients via email. Your continued engagement of our services after changes constitutes acceptance of the revised policy.
8. Contact Us
If you have any questions about this Cancellation & Refund Policy, please contact us:
