Refund Policy

Neel Networks is a service business. Unlike a product purchase, our services involve real time, design effort, development work, and team resources that are committed and partially or fully consumed from the moment a project begins. This is why our refund policy is structured around stages of work completed rather than a simple blanket return window.

Our commitment to every client is this:

• We will always try to fix the problem first. If you are unhappy with any deliverable, raise your concern and we will address it through revisions, alternative approaches, or a new solution — before a refund is discussed.
• We are transparent. If a refund is appropriate, we will tell you clearly what amount you are entitled to and why. We will never make you chase us.
• We are fair. We will not charge for work that was never done, and we will not refund for work that was properly delivered.
• We document everything. All approvals, change requests, and communications serve as the basis for assessing any refund claim. This is why we ask all clients to communicate in writing — email — for all project decisions.

Use this quick reference to understand at a glance what is and is not eligible for a refund. Full details for each service category are in Sections 03–08.

This covers all website design, web development, eCommerce development (WordPress, WooCommerce, Shopify), MERN Stack, Laravel, Mobile App Development, and AI Solutions projects.

Standard payment structure

Our standard payment model is 50% advance before work begins + 50% final payment before delivery. Milestone-based projects follow a similar principle with payments tied to specific deliverables.

Refund eligibility by stage:

Important conditions:

• Design approval is binding. Once a client provides written approval of a design mockup, homepage design, or any deliverable — via email or any written means — that approval is final. A change of mind after approval does not entitle the client to a refund. New designs or redesigns will be quoted as additional work.
• Unlimited revisions are within scope. Where unlimited revisions are offered, this refers to revisions within the agreed scope — not redesigns or entirely new concepts. A request for a complete redesign after approval is a new scope item, not a revision.
• Client-caused delays do not entitle the client to a refund. If a project is delayed because the client did not provide content, feedback, or approvals on time, no refund is applicable. The project will be rescheduled when the client is ready.
• Project abandonment. If a client becomes unresponsive for more than 60 days, the project may be considered abandoned. The advance deposit is forfeited. See our Terms of Service — Termination.

SEO and digital marketing are performance-based services delivered over time. The nature of these services means results are not guaranteed within a fixed period — outcomes depend on search engine algorithms, competition, content quality, and many factors outside our control.

What is and is not refundable:

• If Neel Networks has not commenced any SEO work in the first month after payment, a full refund of that month's retainer can be requested.
• If a specific agreed deliverable (e.g., a technical audit report, keyword strategy document, or content brief) was not delivered as promised, a partial refund for that specific deliverable may be considered.

• Monthly SEO retainer fees for months where reports and deliverables were provided — even if rankings did not improve during that period
• Refunds based solely on dissatisfaction with search engine ranking outcomes — rankings are influenced by factors entirely outside our control
• Setup fees (technical audit, keyword research, on-page optimisation work) once completed
• Content writing costs once content has been delivered for review
• Google Ads management fees — ad spend is paid directly to Google and is not refundable through us

Annual Maintenance Plans are paid upfront for a 12-month period and represent a commitment of our team's time and resources throughout the year. The following refund rules apply:

• Annual Maintenance Plans are non-refundable once activated if the client wishes to cancel for reasons unrelated to Neel Networks' performance
• Unused page or product allowances at the end of the plan year are not refundable
• Partial refunds for unused months are not provided for client-initiated cancellations

• If Neel Networks is genuinely unable to fulfil the plan obligations due to reasons within our control, a prorated refund for the unused remaining months may be provided — after deducting the full value of all services already delivered during the active period
• If a plan is purchased but never activated (no work commenced, no requests submitted), a refund minus any admin costs may be considered within 7 days of payment

Please also refer to our Annual Maintenance Plan Terms for the full terms governing your plan.

• If you purchase a Prepaid Support Hours pack and no hours have been used, a full refund may be requested within 14 days of purchase
• If fewer than 30% of purchased hours have been used, a partial refund for the genuinely unused hours may be considered within 30 days of purchase

• Hours already used and work already delivered are non-refundable
• Support hours are non-refundable after 30 days from purchase date — they do not expire but refunds after 30 days are not available
• Refunds are not available on hours used for work that was completed but the client later decided they no longer needed

Graphic design and UI/UX design services involve highly creative and time-intensive work. The following applies:

• If design work has not yet commenced and payment was made in advance, a refund minus any admin costs is available within 7 days of payment
• If initial concepts have not yet been presented for review, a partial refund (minus briefing and research time) may be considered

• Design concepts once presented for client review — even if the client does not like the direction — are non-refundable. We will revise within the agreed scope.
• Approved logos, brand assets, UI screens, or any other design work that the client has signed off on — verbally or in writing
• Change of mind or change of brand direction after design approval
• Designs rejected because the client changed their brief after the design phase began

Domain and hosting services involve costs paid to third-party registrars and hosting providers on your behalf. These are strictly non-refundable once activated because the costs have already been incurred by Neel Networks with the relevant third-party providers.

• Domain registration fees — once a domain is registered, the cost cannot be recovered from the registrar
• Hosting fees once the hosting account has been set up and activated
• SSL certificate fees once the certificate has been issued
• Domain renewal fees once paid to the registrar
• Any premium domain, country-specific extension, or special domain acquisition costs

Please also refer to our Domain & Hosting Terms for the full terms governing domain and hosting services provided by Neel Networks.

Regardless of the service, the reason, or the circumstances, the following are never eligible for a refund:

• The 50% advance deposit once work has commenced on any project
• Any deliverable that has been formally approved by the client in writing — design, development milestone, content, or any other output
• Third-party costs paid on the client's behalf — domain, hosting, SSL, premium plugins, themes, APIs, stock images, or any external software or services
• Work completed during a project that the client later cancels — completed work up to the cancellation date is always billable
• Changes of mind after design approval, content approval, or any written sign-off
• Dissatisfaction with business outcomes — traffic, leads, sales, conversion rates, or rankings — that are influenced by factors beyond our control
• Delays caused by the client — late content delivery, delayed approvals, extended periods of non-communication
• Work required to fix damage caused by the client or a third party the client gave access to
• Completed and delivered SEO reports, audits, or strategy documents — regardless of whether recommendations were implemented
• Any service where the client has publicly launched or started using the delivered product

If you believe you are entitled to a refund, please follow the process below. All requests must be made in writing. Verbal requests will not be processed.

Payment method for refunds:

• Refunds are always issued to the original payment method used for the transaction — bank transfer, UPI, PayPal, Wise, or card, as applicable.
• We do not issue refunds to a different account, person, or payment method than the one originally used — for security and compliance reasons.
• Currency exchange rate fluctuations between the time of payment and the time of refund are not our responsibility. You will receive the agreed refund amount in the original currency.
• Bank transfer fees or international transfer charges incurred by your bank when receiving the refund are outside our control and are not reimbursed by Neel Networks.

If you disagree with our refund decision, we encourage the following process before considering any formal action:

• Escalate to senior management. If you are not satisfied with the initial response from our support team, you may escalate your request directly to support@neelnetworks.com, addressed to Mahaveer Chauhan (Founder & CEO). We will review your case personally and respond within 3 business days.
• Provide additional documentation. If you have evidence that supports your claim — screenshots, written communications, agreed deliverables — that has not yet been reviewed, submitting this with your escalation will strengthen your case.
• Mediation. If an amicable resolution cannot be reached within 30 days of the initial refund request, both parties agree to attempt resolution through good-faith discussion before pursuing any formal legal action.
• Governing law. Any unresolved dispute shall be governed by the laws of India and subject to the exclusive jurisdiction of the Courts of Mumbai, Maharashtra.

Neel Networks reserves the right to update this Refund Policy at any time. The most current version will always be available at neelnetworks.com/refund-policy with the effective date clearly displayed.

For existing active projects, the Refund Policy in effect at the time your project payment was made applies for that specific project.

For new payments and projects, the Refund Policy in effect at the time of payment applies.

Material changes will be communicated to active clients via email at least 14 days before taking effect.

For all refund requests, billing queries, or questions about this policy: