Last updated: 19 October 2026. Effective date: 19 October 2026. This Refund & Cancellation Policy explains when you can cancel an order with Dzone Ads, when a refund is available and how refunds are processed. Most of our work is custom creative work made specifically for you, so refunds depend on how far the work has progressed. We aim to be fair and transparent at every stage. This policy forms part of our Terms & Conditions.
Key takeaways
- Cancel before work starts: full refund, minus payment gateway fees.
- Cancel after concept work starts: partial refund, based on work completed.
- After final delivery or approval of custom creative work: no refund.
- Printing: no refund after print approval, but we reprint manufacturing defects reported within 7 days with photos.
- Advertising budgets paid to platforms are non-refundable by us.
- Approved refunds are processed within 7–10 working days to the original payment method.
1. Advance payments
For most projects, we ask for an advance (or full payment for smaller jobs and online packages) before work begins. The advance confirms your booking, reserves time in our schedule and covers the initial work: understanding your brief, research, planning and early concepts.
An advance is refundable only as described in this policy. The amount you get back depends on the stage the project has reached when you cancel.
2. Cancellation and refunds by project stage
| Stage when you cancel | Refund |
|---|---|
| Before work starts (we have not begun research, concepts or setup) | Full refund, minus any non-refundable payment gateway fees |
| After concept work has started, but before final delivery | Partial refund: amount paid minus the value of work completed and payment gateway fees |
| After final files are delivered or the work is approved | No refund for custom creative work |
| Printing after print approval | No refund; reprint for manufacturing defects (see Section 4) |
| Website projects | Based on milestones completed (see Section 5) |
| Advertising budget paid to platforms | Non-refundable by Dzone Ads (see Section 6) |
2.1 Before work starts
If you cancel before we have started working on your project, we will refund the full amount you paid, minus any fees charged by the payment gateway that cannot be recovered. We will tell you the exact amount before processing the refund.
2.2 After concept work has started
Once we have started research, sketches, concepts, setup or editing, our time has been spent on work made only for you. If you cancel at this stage, we will calculate the value of the work completed up to the date of cancellation — based on the stages in your Quote, or on the time spent where stages are not defined — and refund the remaining balance, minus payment gateway fees.
We will send you a written breakdown of the calculation before we process the refund. If the value of work completed equals or exceeds the amount paid, no refund will be due, and we will not charge more than the amount agreed in the Quote for the work done.
Concepts and drafts created before cancellation remain the property of Dzone Ads and may not be used, unless you pay for them and we agree in writing.
2.3 After final delivery or approval
Logos, brochures, business cards, invitations, posters, calendars, magazine layouts, videos and other creative work are designed to your brief and cannot be resold to anyone else. Once you have approved the final design or we have delivered the final files, we cannot offer a refund. If you are unhappy with something, please tell us — we will do our best to put it right within the revisions included in your package.
Taste and opinion vary, so a change of mind after approval is not a reason for refund. This is why we share concepts and include revision rounds before final approval.
3. If we cancel
If we have to cancel your order for reasons that are not caused by you — for example, if we cannot deliver the service you ordered — we will refund the full amount you paid, including any payment gateway fees. We will not charge you a cancellation fee in that case.
If we end a project because of non-payment, a serious breach of our Terms & Conditions, or a request to create unlawful content, Section 2.2 applies to the work already done.
4. Printing orders
Printed items, such as business cards, brochures, letterpads, bill books, invitations, calendars, envelopes, tags and mugs, are produced to your approved design and quantity. Once a print job is approved and sent to press, it cannot be cancelled or refunded.
- Proof errors. Errors that appear in a proof you approved — such as spelling mistakes, wrong phone numbers, dates or prices — are your responsibility. We can reprint at your cost.
- Manufacturing defects. If items have a printing or manufacturing defect that does not match the approved proof (for example, smudging, wrong paper or finish, incorrect cutting or binding, or a significantly short quantity), please report it within 7 days of delivery with clear photos of the problem and of the packaging. If the defect is confirmed, we will reprint the affected items free of charge. If reprinting is not possible, we will refund the value of the affected items.
- Normal variations. Small differences in colour between screens and print, or between print batches, and small over- or under-runs in quantity, are normal in commercial printing and are not treated as defects. See our Terms & Conditions for details.
- Damage in transit. If a parcel arrives damaged, please photograph the package before opening if possible, and report it to us as soon as you can and within 7 days. See our Delivery & Turnaround Policy.
You may need to return defective items or keep them available for inspection. We will tell you if this is required.
5. Website projects
Website design and development projects are usually billed in milestones, as set out in your Quote. A typical structure is:
- advance payment to start planning and design;
- payment on approval of the design or development stage;
- final payment before the website goes live or is handed over.
If you cancel a website project, payments for milestones already completed are not refundable. Payments made for milestones that have not yet started will be refunded, minus payment gateway fees. For a milestone in progress, we will calculate the value of work completed as described in Section 2.2.
Third-party costs paid on your behalf — such as domain registration, hosting, premium themes, plugins or stock assets — are usually non-refundable once purchased, because the providers do not refund them to us. Where a provider does offer a refund, we will pass it on to you. Any domain or hosting registered for you will be transferred to you on request once amounts due are paid.
Monthly maintenance plans can be cancelled with notice as described in our Terms & Conditions; fees for the current month are not refundable.
6. Social media promotion and advertising spend
- Ad spend is non-refundable. Advertising budgets paid to Facebook, Instagram, YouTube, Google or other platforms are spent by those platforms according to their systems. Once spent, they cannot be recovered. Any unspent budget held by a platform is governed by that platform’s own refund rules.
- Management fees. Monthly social media management fees are paid in advance. If you cancel during a month, fees for that month are not refundable once work for the month has started, but no further months will be billed after the notice period.
- Results. We do not guarantee specific results, so a campaign not reaching a particular number of leads, likes or sales is not a reason for refund. See our Disclaimer.
7. Video editing and other digital services
Video editing, video profiles and other digital services follow the same stage-based approach as design work. If you cancel after editing has started, Section 2.2 applies. Once the final video is delivered or approved, no refund is available. Footage and music licences bought for your project are non-refundable.
8. When a refund is always available
Nothing in this policy removes your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. In line with those rules, we will not refuse a refund, or a reprint or correction where appropriate, if a service we provide is defective or deficient, does not match what was described or agreed, or is delivered late beyond the agreed schedule for reasons within our control. In those cases, please contact us and we will put things right.
9. How to request a cancellation or refund
- Email [email protected] with the subject “Cancellation / Refund request”, or message us on WhatsApp at +91 97478 37026.
- Include your name, order number or invoice number, the service, and the reason for your request.
- For printing defects or transit damage, attach clear photos of the items and packaging.
- We will acknowledge your request within 48 hours and tell you what happens next.
- Once we have reviewed it, we will confirm in writing whether a refund is approved and the amount.
Cancellations must be made in writing (email or WhatsApp) so there is a clear record of the date.
10. Refund timelines and method
- Approved refunds are processed within 7–10 working days of approval.
- Refunds are made to the original payment method. Payments made by card, UPI, net banking or wallet through a payment gateway are refunded through the same gateway.
- Payments made by bank transfer are refunded to the same bank account, unless we agree otherwise in writing.
- After we process the refund, your bank or payment provider may take additional time to show it in your account. This is outside our control.
- For international clients, the refunded amount may differ slightly because of exchange rates and bank charges.
11. Grievance redressal
As required by the Consumer Protection (E-Commerce) Rules, 2020, you can raise any complaint about an order, cancellation or refund with our Grievance Officer:
- Grievance Officer: Dzone Ads, Pulikkal, Malappuram, Kerala
- Email: [email protected]
- Phone / WhatsApp: +91 97478 37026
We will acknowledge your complaint within 48 hours and aim to resolve it within one month from the date we receive it. If you are not satisfied, you may also approach the National Consumer Helpline or the appropriate consumer commission.
12. Changes to this policy
We may update this policy from time to time. The version in force when you placed your order or accepted your Quote applies to that order.
13. Contact us
- Business: Dzone Ads
- Address: Pulikkal, Malappuram, Kerala, India
- Email: [email protected]
- Phone / WhatsApp: +91 97478 37026
- Website: https://dzoneads.com — contact page