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Refund and Cancellation Policy

Last Updated: January 4, 2026

1. Overview

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of services provided by The Urban Media. We are committed to client satisfaction while maintaining fair business practices.

By engaging our services, you acknowledge and agree to the terms set forth in this policy.

2. Service Types

Our refund and cancellation terms vary based on the type of service:

  • Monthly Retainer Services: Ongoing monthly marketing services including ad management, creative production, and strategy
  • Project-Based Services: Fixed-scope projects such as website development, brand identity, or specific campaigns
  • Consulting Services: Strategy sessions, audits, and advisory services
  • One-Time Payments: Single service deliverables or initial setup fees

3. Cancellation Policy

3.1 Monthly Retainer Services

Cancellation Notice: Either party may cancel monthly retainer services with 30 days written notice.

Notice Requirements:

  • Cancellation notice must be submitted in writing via email to theurbanmediain@gmail.com
  • The 30-day notice period begins from the date we receive and acknowledge your cancellation request
  • Services will continue and fees will apply during the 30-day notice period
  • You are responsible for payment of all fees incurred during the notice period

During Notice Period:

  • We will continue providing services at the agreed level
  • Active campaigns will be maintained unless you request otherwise
  • We will assist with transition and handover of accounts and assets
  • Final reports and documentation will be provided

3.2 Project-Based Services

Before Project Commencement:

  • If you cancel before work begins, you will receive a full refund minus any non-refundable deposits or setup fees (typically 10-20% of project value)
  • Cancellation must be made within 48 hours of payment for full refund eligibility

After Project Commencement:

  • Once work has begun, cancellations are subject to payment for work completed up to the cancellation date
  • Partial refunds may be provided based on the percentage of work completed
  • All completed deliverables will be provided upon settlement of outstanding fees

3.3 Consulting and One-Time Services

Cancellation Window:

  • Cancellations made 48+ hours before scheduled consultation: Full refund
  • Cancellations made 24-48 hours before: 50% refund
  • Cancellations made less than 24 hours before: No refund
  • No-shows: No refund

Rescheduling: One free reschedule is allowed with 48+ hours notice.

4. Refund Policy

4.1 Eligible Refund Scenarios

Refunds may be provided in the following circumstances:

  • Service Not Delivered: If we fail to deliver agreed-upon services within the specified timeframe without valid reason
  • Duplicate Payment: If you are charged twice for the same service due to a processing error
  • Service Cancellation Before Work Begins: As outlined in Section 3.2 above
  • Material Breach: If we materially breach the service agreement and fail to remedy the breach within a reasonable timeframe

4.2 Non-Refundable Items

The following are generally non-refundable:

  • Completed Work: Services that have already been delivered, including approved creatives, published campaigns, completed websites, or provided consultations
  • Third-Party Costs: Ad spend on advertising platforms (Facebook, Google, etc.), stock assets, premium tools, or third-party services purchased on your behalf
  • Setup Fees: Initial onboarding, account setup, or integration fees
  • Monthly Retainer - Partial Month: If you cancel mid-month, the full month's retainer is due and non-refundable
  • Strategy and Planning: Time spent on strategy development, research, and planning, even if subsequent execution phases are cancelled
  • Rush or Priority Fees: Additional fees paid for expedited or priority service

4.3 Partial Refunds

Partial refunds may be considered on a case-by-case basis when:

  • A project is cancelled mid-way, and only a portion of deliverables have been completed
  • There are extenuating circumstances beyond either party's control
  • Both parties mutually agree to a partial refund arrangement

Partial refund amounts will be calculated based on:

  • Percentage of work completed
  • Time and resources already invested
  • Deliverables already provided
  • Non-refundable third-party costs incurred

5. Advertising Spend Refunds

Important: We do not handle client advertising budgets. All ad spend is paid directly by you to advertising platforms (Facebook, Google, etc.).

No Refunds for Ad Spend:

  • The Urban Media does not provide refunds for money spent on advertising platforms
  • Ad spend is between you and the advertising platform
  • Platform refund policies are governed by Meta, Google, and other respective platform terms
  • We cannot control or guarantee refunds from advertising platforms

Our Service Fees vs. Ad Spend: Our service fees (management, creative, strategy) are separate from ad spend and subject to this refund policy.

6. Performance-Based Refunds

No Performance Guarantees: We do not offer refunds based on campaign performance, ROI, conversion rates, or sales results.

Marketing performance depends on numerous factors including:

  • Market conditions and competition
  • Product quality and pricing
  • Website functionality and user experience
  • Advertising platform algorithms and policies
  • Seasonal trends and timing
  • Target audience characteristics
  • External economic factors

While we employ best practices and data-driven strategies to optimize performance, results cannot be guaranteed, and performance alone is not grounds for a refund.

7. Refund Request Process

7.1 How to Request a Refund

To request a refund:

  1. Submit a written refund request to theurbanmediain@gmail.com
  2. Include your name, business name, and service details
  3. Clearly state the reason for the refund request
  4. Provide any relevant documentation or evidence supporting your request
  5. Include your original payment receipt or transaction ID

7.2 Refund Evaluation

Review Timeline: We will review your refund request within 5-7 business days of receipt.

Evaluation Criteria: We will assess:

  • Eligibility according to this policy
  • Work completed and delivered
  • Service agreement terms
  • Timeline of events
  • Communication records
  • Supporting documentation

7.3 Refund Decision and Processing

Notification: You will be notified of the refund decision via email within 7 business days.

If Approved:

  • Approved refunds will be processed through Razorpay within 10-14 business days
  • Refunds will be issued to the original payment method used for the transaction
  • You will receive email confirmation once the refund is initiated
  • Depending on your bank or payment processor, it may take additional 5-7 business days for the refund to reflect in your account
  • For UPI and wallet payments, refunds typically appear within 1-3 business days
  • For credit/debit card payments, refunds may take 5-10 business days depending on your bank

If Denied: We will provide a clear explanation of why the refund request was denied and, if applicable, offer alternative resolutions.

8. Dispute Resolution

If you disagree with a refund decision:

  1. Internal Review: Request a review by senior management by replying to the refund decision email
  2. Mediation: If internal review does not resolve the issue, both parties agree to attempt mediation before pursuing legal action
  3. Escalation: As a last resort, disputes may be escalated according to the dispute resolution terms in our Terms and Conditions

9. Client-Initiated Termination for Convenience

If you choose to terminate services for reasons other than our failure to deliver:

  • You are responsible for all fees incurred up to the termination date
  • Advance payments for future services may be refunded on a prorated basis, minus work already completed
  • All completed deliverables will be provided upon settlement of outstanding balances
  • Ongoing campaigns will be paused or transitioned according to the termination agreement

10. Urban Media-Initiated Termination

If we terminate the service relationship:

10.1 For Client Non-Payment

  • No refunds are provided for services already rendered
  • All outstanding balances remain due and payable
  • Work product will be released upon full payment

10.2 For Policy Violations or Breach

  • If termination is due to your violation of terms, platform policies, or unethical practices, no refunds will be provided
  • You are still responsible for fees incurred up to the termination date

10.3 For Operational Reasons

  • If we terminate for reasons related to our business operations (e.g., discontinuing a service line), you will receive a prorated refund for any advance payments covering future services
  • Reasonable notice will be provided
  • Transition assistance may be offered

11. Force Majeure

Neither party is responsible for delays or failure to deliver services due to circumstances beyond reasonable control, including:

  • Natural disasters
  • Pandemics or public health emergencies
  • War, terrorism, or civil unrest
  • Government actions or regulations
  • Platform outages or policy changes (Facebook, Google, etc.)
  • Internet or technology failures

In such cases:

  • Services may be delayed until circumstances allow resumption
  • Both parties will work together to find reasonable solutions
  • Refunds will be evaluated on a case-by-case basis
  • If services cannot be delivered within a reasonable timeframe, either party may terminate the agreement

12. Special Circumstances

12.1 Account Suspensions

If your advertising accounts (Facebook, Google, etc.) are suspended or banned:

  • We are not responsible for account suspensions due to your business practices, products, or website content
  • No refunds are provided for service fees related to periods where accounts were active
  • If accounts cannot be restored, service fees for future periods may be refunded on a prorated basis
  • We will assist with appeal processes, but cannot guarantee account reinstatement

12.2 Client Unresponsiveness

If you become unresponsive and fail to provide necessary information, approvals, or access:

  • Services may be paused after reasonable attempts to contact you
  • Fees continue to apply during paused periods for retainer agreements
  • No refunds are provided for delays caused by your unresponsiveness
  • After 30 days of unresponsiveness, we may terminate the agreement without refund

13. Refund Method

Payment Gateway: All refunds are processed through Razorpay, our secure payment gateway partner.

Original Payment Method: Refunds are automatically processed to the original payment method used for the transaction.

Refund Timeline by Payment Method:

  • Credit/Debit Cards: 5-10 business days after refund initiation (depends on your bank)
  • UPI: 1-3 business days
  • Net Banking: 5-7 business days
  • Digital Wallets: 1-3 business days

Alternative Methods: If the original payment method is no longer available or fails after multiple attempts, we will contact you to arrange an alternative refund method such as direct bank transfer.

Processing Time: We initiate refunds within 10-14 business days of approval. Additional time is required for your bank or payment provider to credit your account.

Transaction Fees: Payment gateway transaction fees (typically 2-3%) may be deducted from the refund amount as these are non-refundable charges levied by Razorpay and banking partners.

Refund Tracking: You will receive a refund reference number that can be used to track the refund status with Razorpay if needed.

14. No Retroactive Refunds

Refunds are not provided retroactively for:

  • Services that were previously accepted and paid for
  • Past months of service for ongoing retainer agreements
  • Campaigns that have already run, even if performance was below expectations
  • Deliverables that were approved and accepted at the time of delivery

15. Modification of Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website.

Existing Clients: Changes to this policy do not apply retroactively to existing service agreements. Your active agreement is governed by the refund terms in effect at the time of signing.

New Clients: New service agreements will be subject to the most current version of this policy.

16. Questions and Contact

If you have questions about this Refund and Cancellation Policy or need to submit a refund or cancellation request, please contact us:

The Urban Media
Email: theurbanmediain@gmail.com
Subject Line: "Refund Request" or "Cancellation Notice"
WhatsApp: +91 98984 03121
Website: theurbanmedia.in

17. Acknowledgment

By engaging our services, you acknowledge that you have read, understood, and agree to this Refund and Cancellation Policy. This policy forms part of your service agreement with The Urban Media.