Refund & Cancellation Policy

Policy Overview

This Refund and Cancellation Policy (“Policy”) applies to all services provided by Onkar, trading as Web Developers Hub, NSP, Delhi NCR, India (“we”, “us”, “our”), to clients worldwide.

We want every client to be completely satisfied with our work. We invest significant time and skill in every project, and this Policy is designed to be fair to both parties — protecting clients from poor outcomes while ensuring we are fairly compensated for work genuinely completed.

This Policy applies to all freelance service engagements including web design, web development, WordPress development, e-commerce development, UI/UX design, branding, SEO, digital marketing, content creation, and email marketing.

This Policy should be read alongside any project-specific agreement or proposal. Where a project agreement contains specific payment or cancellation terms that differ from this Policy, the project agreement prevails.

Deposits & Upfront Payments

Standard deposit requirement: All projects require a deposit before work commences. The standard deposit is 50% of the agreed total project fee, payable upon signing the project agreement or written confirmation of scope.

Purpose of the deposit: The deposit secures your place in our schedule, compensates us for the initial discovery, planning, and setup work, and covers any third-party costs incurred (such as premium plugins, stock assets, or tools purchased specifically for your project).

Non-refundable once work begins: The deposit becomes non-refundable once we have commenced work on your project. Commencement includes any of the following: initial research, discovery calls documented with notes, creation of wireframes or mockups, project setup, or any communication specifically related to your project brief.

Fully refundable before commencement: If you cancel before we have commenced any work and within 48 hours of paying the deposit, a full refund will be issued. After 48 hours but before commencement, a refund may be issued less any administration costs (not exceeding 10% of the deposit).

Payment schedules: For larger projects, we may agree milestone-based payment schedules. Each milestone payment becomes non-refundable upon delivery of that milestone’s agreed deliverables, unless the deliverable is materially non-conforming (see Section 7).

Cancellation by Client

You may cancel your project at any time by notifying us in writing (email is sufficient). Cancellation takes effect from the date we receive your written notice.

Payment obligations upon cancellation:

Work completed up to cancellation: Upon cancellation, we will prepare a brief summary of work completed and provide you with all files, assets, and partial deliverables created up to that point. These remain your property upon receipt of payment for work completed.

Project abandonment: If a project is stalled for more than 60 consecutive days due to lack of client response, required content, or approvals, despite two written reminders from us, we reserve the right to treat the project as cancelled and retain the deposit as compensation for reserved time and preparatory work.

Cancellation by Us

We reserve the right to cancel a project in exceptional circumstances, including:

• Discovery of a conflict of interest that we were not made aware of at the time of engagement.
• A client’s request to produce content or functionality that violates applicable law or our ethical standards.
• Serious and sustained abusive, threatening, or harassing behaviour toward us.
• Significant misrepresentation of the project scope at the time of engagement.

In the event we cancel a project that is not due to client fault, we will:

• Provide written notice with our reasons.
• Deliver all work completed to date in its current state.
• Refund all payments received minus a fair pro-rated fee for work genuinely completed.

Revisions & Change Requests

Each project agreement specifies the number of revision rounds included. A revision round is defined as a consolidated set of feedback submitted at one time, which we implement and return for your review.

Included revisions: Changes within the agreed scope and revision allowance are included in the project fee. We do not charge for minor wording tweaks, colour adjustments, or small layout changes within the approved design direction.

Additional revisions: Revisions beyond the included allowance, or changes that alter the agreed scope (scope creep), will be charged at our current hourly rate. We will always notify you before undertaking chargeable additional work and will not proceed without your written approval.

Change requests: Any request that fundamentally changes the agreed scope, target platform, design direction, or feature set constitutes a change request and may require a revised project agreement and additional fees.

Delivery & Timelines

Timeline commitments: We agree to deliver project milestones within the timelines set out in the project agreement, subject to prompt receipt of required materials, feedback, and approvals from the client.

Client delays: If the client delays a project by failing to provide required content, assets, logins, feedback, or approvals within agreed timeframes, we reserve the right to adjust the project timeline accordingly. Significant client-caused delays may also affect the project fee if they require us to significantly reschedule or restart work.

Our delays: If we are unable to meet an agreed milestone deadline due to circumstances within our control, we will notify you promptly, provide a revised timeline, and — where the delay is material and causes you demonstrable harm — discuss an appropriate remedy.

Force majeure: Neither party shall be liable for delays caused by circumstances beyond their reasonable control, including natural disasters, internet infrastructure failures, government actions, or other force majeure events.

Dispute Resolution

Quality concerns: If you are not satisfied with a deliverable, please raise your concern in writing within 14 days of delivery, with specific details of what does not meet the agreed specification. We will review your feedback and, where the concern is valid, implement reasonable corrections at no additional charge.

Good faith resolution: We are committed to resolving all disputes fairly and promptly. In the first instance, we ask that you contact us directly so we can attempt to resolve the issue informally. The vast majority of concerns can be resolved through open communication.

Formal dispute process:

• Either party may escalate to formal dispute resolution by giving written notice.
• Both parties agree to attempt mediation before initiating legal proceedings.
• If mediation fails, disputes shall be subject to the jurisdiction of the courts of Delhi, India, except where your local consumer protection laws require otherwise.

Chargebacks: We ask that you contact us directly before initiating a chargeback or payment dispute through your bank or payment provider. Chargebacks initiated without prior communication will be contested with full documentation of work completed.

EU/UK consumers: You may use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr or contact your national consumer authority.

Digital Products & Templates

If we offer any digital products, website templates, or downloadable resources for purchase (now or in future), the following additional terms apply:

• No refunds on digital downloads once the download link has been accessed, as the product cannot be “returned.” This is consistent with EU Consumer Rights Directive exceptions for digital content (Art. 16(m)) and equivalent provisions in other jurisdictions.
• If a digital product is materially defective or not as described, we will provide a replacement or corrected version. If we cannot remedy the defect, a full refund will be issued.
• Licences for digital products are non-transferable unless explicitly stated.

Your Legal Rights

Nothing in this Policy reduces or excludes any statutory rights you have under the laws of your own country. Specific rights that apply regardless of this Policy include:

• EU consumers (Consumer Rights Directive): Right to a 14-day cooling-off period for distance contracts for services, unless performance has begun with your explicit consent and acknowledgement that the right is lost upon commencement. By paying a deposit and confirming commencement, you consent to early performance and acknowledge this.
• UK consumers (Consumer Rights Act 2015): Services must be performed with reasonable care and skill, within a reasonable time, and at a reasonable price. If we fail to meet these standards, you may be entitled to a repeat performance or a price reduction.
• Australian consumers (Australian Consumer Law): Consumer guarantees apply. Services must be provided with due care and skill and fit for purpose.
• Indian consumers (Consumer Protection Act 2019): You have rights against deficiency of service and unfair trade practices.

Contact Us

For any queries about this Policy, to request a refund, or to raise a concern about a project, please contact us directly. We respond to all queries within 2 business days.