Cancellation & Refund Policy
Last Updated: September 2026 • Site Craft Labs Digital Solutions
1. Overview & Policy Scope
At Site Craft Labs Digital Solutions (“Site Craft Labs,” “we,” “us,” or “our”), we are committed to complete transparency, fair business practices, and client satisfaction. This Cancellation and Refund Policy defines the terms under which cancellations and refunds are granted for our bespoke web development, software engineering, SaaS platform development, and IT consultancy services.
2. Project Cancellation Policy
Clients may request project cancellation under the following conditions:
- Prior to Sprint Kickoff (Within 48 Hours): A client may cancel their order within 48 hours of advance payment, provided sprint architecture, design discovery, or code development has not formally commenced. In this scenario, a 100% refund of the advance amount will be initiated (less third-party payment gateway transaction processing charges of approximately 2-3%).
- During Active Development Sprints: Once discovery, UI/UX prototyping, architecture design, or coding has commenced, cancellations can be requested at any milestone stage. Work will immediately cease upon written notice. The advance payment will be applied toward the work completed up to that point, and the client will be handed all completed Figma designs, technical documentation, and Git repository code created to date.
- Monthly Maintenance & Retainer Contracts: Ongoing monthly maintenance plans or SLA retainers may be cancelled with a minimum 14-day written notice prior to the upcoming billing cycle. No further recurring charges will apply following notice.
3. Refund Eligibility & Criteria
Refunds are evaluated objectively based on contractual milestones and technical specifications:
- Eligible for Refund: If Site Craft Labs is unable to deliver the agreed technical milestones as detailed in the confirmed Statement of Work (SOW), and fails to rectify discrepancies within two (2) complimentary revision cycles, the client is entitled to a prorated or full refund of the corresponding milestone fee.
- Duplicate or Accidental Transactions: In case of duplicate payments or technical processing errors via Razorpay, the duplicate amount will be refunded in full without deduction.
- Non-Refundable Circumstances: Once final deliverables (such as full administrative Git ownership, production domain deployment, or live DNS cutover) have been approved and delivered to the client, completed service payments are strictly non-refundable.
4. Refund Processing Timeline & Method (5 to 7 Business Days)
Once an approved refund is confirmed by our billing team:
- Refunds are processed automatically via our authorized payment gateway (Razorpay).
- Processing Timeline: The refunded amount will be credited back to the customer's original payment method (Bank Account, UPI ID, or Credit/Debit Card) within 5 to 7 business days (excluding bank holidays and weekends), in strict accordance with Reserve Bank of India (RBI) payment settlement standards.
- Clients receive an electronic credit note and Razorpay refund confirmation receipt via their registered email address immediately upon dispatch.
5. Dispute Resolution & Revisions
We strive for complete alignment before any milestone sign-off. If you are dissatisfied with any design mockup or code sprint, we provide up to two (2) rounds of revision at each milestone to address your specific feedback without additional fees. If concerns persist, our senior engineering lead will review the specifications directly with you to resolve the matter amicably.
6. How to Request Cancellation or Refund
To submit a cancellation or refund inquiry, please email our billing and accounts desk with your Order ID, Payment Reference ID, and reason for the request: