Refund Policy

1. INTRODUCTION AND SCOPE

This Refund Policy (hereinafter referred to as the "Policy") governs the cancellations, refunds, and chargeback disputes for all service contracts entered into with **Namaste Sales Enterprises** (doing business as **RoasBodhi**, hereinafter referred to as the "Company", "we", "us", or "our"). This Policy applies to all marketing packages, web development deliverables, search engine optimization tasks, Google My Business (GMB) listings, and digital consultations hosted or managed via https://roasbodhi.in (hereinafter referred to as the "Website").

By purchasing our services or confirming a project mockup setup, you declare that you have read, understood, and agreed to be legally bound by this Policy in its entirety. This document overrides any verbal agreements, email communications, or sales representations made by our executives. Please read these terms carefully before making any payments.

2. GENERAL REFUND PRINCIPLES

We deliver highly customized digital marketing, advertising strategies, and custom code developments. Because these services require significant upfront labor, strategy mapping, design, and software allocations, **refunds are handled as exceptional circumstances** rather than standard operations.

• **Case-by-Case Evaluation:** Every refund request is reviewed individually by our compliance team, based on work delivered and Client compliance histories.
• **Payment Gateway Fees:** Processing fees charged by our gateway partner, **Razorpay** (typically 2-3% of the transaction value), are non-recoverable and will be deducted from any approved refund amount.
• **GST Refundability:** Goods and Services Tax (GST) remitted to the Government of India will be refunded proportionally in accordance with central tax credit guidelines, provided the refund is requested and processed within the same financial quarter as the transaction.
• **Processing Timeline:** Approved refunds will be processed and returned to the original payment method within **7 to 10 business days** of confirmation.

3. WEB DESIGN REFUND POLICY (PAY-AFTER-SEEING)

Our web development packages are built on our unique, risk-free **Pay-After-Seeing** model. This outlines specific refund rules for every stage of your project:

4. AD MANAGEMENT REFUND POLICY

5. GMB (GOOGLE MY BUSINESS) REFUND POLICY

**Sthapna Plan (One-Time Setup):** Eligible for a 100% refund if cancelled before we begin optimization. Once profile optimization or listing creation starts, the fee is non-refundable.

**Unnati & Samrajya Plans (Monthly Retainers):** Governed by our standard ad management retainer terms (see Section 4). Requires a 15-day cancellation notice before the next billing cycle. No pro-rated refunds are available for the current billing month.

6. BUNDLE PACKAGES REFUND POLICY

For service bundles (such as the Arambh, Shakti, or Moksha plans), refunds are evaluated individually based on each service component.

If a Client cancels one component of a bundle while keeping others, the bundle discount is void. Any refund for the cancelled component will be calculated using our standard, non-discounted individual service rates.

7. BODHI UTSAV SPECIAL OFFERS

Promotional offers and seasonal discounts (such as the Bodhi Utsav campaigns) are subject to the same refund rules as our standard services. If a refund is approved for a discounted offer, the refund will be calculated based on the actual promotional price paid, not the standard service rate. If you refund a bundle and purchase a single service later, standard pricing will apply.

8. CIRCUMSTANCES WHERE A REFUND IS DENIED

We enforce a **strict no-refund policy** and reserve the right to deny any request if:

• The Client initiates a chargeback dispute through their bank before contacting us to resolve the issue.
• The Client has provided false or misleading business information during onboarding.
• The Client's business model is found to be illegal, fraudulent, or involved in prohibited industries (see Section 5 of our Terms of Service).
• The Client uses threats, abusive language, or extortion attempts (such as threatening negative reviews) to demand a refund.
• The request is made after the service has been fully completed and delivered.

9. REFUND PROCESS

To submit a formal refund request, please follow this process:

1. **Step 1: Written Request:** Email your request to roasbodhi@gmail.com. Use the subject line: *“Refund Request - [Service Name] - [Your Business Name]”*. You must include your invoice number, payment date, and a detailed explanation with supporting evidence for your request.
2. **Step 2: Review & Investigation:** Our compliance team will review your request within **5 business days**. We may contact you to request additional details or schedule a review call. The investigation period may take up to **10 business days**.
3. **Step 3: Decision:** We will notify you of our decision in writing. If approved, the refund will show the calculated amount and any applicable deductions. If denied, we will provide a detailed explanation.
4. **Step 4: Processing:** Approved refunds will be processed via Razorpay back to your original payment method within **7 to 10 business days**.

10. REFUND CALCULATIONS AND DEDUCTIONS

All approved refunds are subject to deductions for incurred third-party costs and administrative fees:

Formula: **Actual Refund = Invoice Payment - (Gateway Fees + Third-Party Costs + Processing Fee)**

11. NON-REFUNDABLE COSTS

The following costs are **absolutely non-refundable**:

• Domain registration fees.
• Hosting fees paid to server providers.
• Ad spend budgets paid directly to Google or Meta.
• GST amounts already remitted to the government.
• Payment gateway processing charges.
• Setup fees (once setup work has started).

12. CHARGEBACKS AND DISPUTES

We consider chargebacks or payment disputes initiated through your credit card company or bank without contacting us first as a breach of contract and potential fraud.

If a Client initiates a chargeback:

• We will submit all project agreements, delivery logs, IP clearances, and communication records to the payment gateway and bank to dispute the chargeback.
• All active services and campaign management will be suspended immediately.
• We will invoice the Client for any chargeback fees (ranging from **₹500 to ₹2,000**) incurred by the agency.
• We reserve the right to blacklist the Client and their business from using our services in the future.

13. APPEALS PROCESS

If your refund request is denied, you have the right to file an appeal within **7 business days** of receiving our decision.

To file an appeal, email roasbodhi@gmail.com with the subject line: *“Refund Appeal - [Invoice Number]”*. You must provide new information, details, or evidence to support your appeal. A senior manager who was not involved in the initial review will evaluate your appeal and issue a final decision within **15 business days**.

14. SPECIAL SITUATIONS

**Force Majeure:** If service delivery is delayed or disrupted due to natural disasters, government restrictions, or pandemics, we will pause project timelines. We prefer to offer service extensions or campaign credits over cash refunds for Force Majeure events.

**Our Failure to Deliver:** If we are unable to deliver the services described in your package due to our own internal delays or issues, we will offer a pro-rated refund for the undelivered portion of your service, or offer a future service credit.

15. CONVERTING REFUNDS TO SERVICE CREDITS

As an alternative to a cash refund, you can choose to convert your approved refund amount into a **Service Credit**.

Service Credits are valid for **12 months** from the date of issue and can be applied toward any RoasBodhi™ service, setup fee, or package upgrade. To encourage this option, we may offer a Service Credit value that is **10% to 15% higher** than the cash refund amount.

16. NON-CIRCUMVENTION

The Client agrees not to use our Pay-After-Seeing model or refund policy to obtain free work or design ideas. You cannot request a refund and continue using any code, layouts, design elements, copywriting, or ad strategies delivered during the project. Any unauthorized use of our deliverables after a refund request or project rejection will result in legal action for copyright infringement and damages.

17. FRAUD PREVENTION

We monitor transactions and project history to prevent refund fraud. Indicators that may result in refund denial and account blacklist include:

• A history of multiple refund requests across different projects or accounts.
• Requesting a refund immediately after deliverables (such as design files or ad copy) are sent.
• Making contradictory claims or providing false reasons for a refund.
• Threatening to post negative reviews to force a refund approval.

18. GST AND TAX IMPLICATIONS

For clients registered under GST in India, any approved refund will require the issuance of a tax credit note under GST laws. We will adjust the tax invoice and report the credit note in our GSTR filings. The Client must coordinate with their tax advisor to ensure their input tax credit is adjusted accordingly.

19. CONSUMER PROTECTION ACT COMPLIANCE

This Policy is designed to comply with the **Consumer Protection Act, 2019** and the rules governing e-commerce and services in India. We are committed to maintaining fair, transparent, and good-faith policies, and providing a clear grievance redressal process for all clients.

20. GRIEVANCE REDRESSAL

If you have any disputes, complaints, or unresolved refund issues, please contact our designated Grievance Officer:

21. RECORD KEEPING

In compliance with Indian taxation and corporate laws, the Company maintains digital records of all purchase invoices, refunds, credit notes, and associated communications for a period of **7 years**.

22. POLICY UPDATES

We reserve the right to update this Refund Policy at any time. When we make updates, we will update the "Last Updated" date at the top of this page. Any changes will apply to all purchases made after the updated policy is posted.

23. CONTACT FOR REFUND MATTERS

24. GOVERNING LAW AND JURISDICTION

This Refund Policy and any disputes arising out of it shall be governed by and construed in accordance with the **laws of India**. Any legal action or proceeding arising under this policy shall be subject to the exclusive jurisdiction of the **courts at Navi Mumbai / Thane, Maharashtra, India**.

25. FINAL ACKNOWLEDGMENT

By purchasing our services, subscribing to our retainers, or approving website previews, you acknowledge that you have read, understood, and agreed to this Refund Policy, including all conditions, refund timelines, and deductions.