At Eternity Media, we are committed to providing premium digital marketing, design, and automation services. We aim for absolute transparency in our operations. This Cancellation & Refund Policy outlines the terms and conditions under which project cancellations and refunds are handled for services purchased from us.
1. Overview
Due to the customized nature of digital services (including custom website design, search engine optimization, paid ad campaigns, and custom software automation), resources and developer hours are allocated immediately upon project kickoff. Therefore, all refunds and cancellations are governed strictly by the terms defined below.
2. Project Cancellation
Clients may request the cancellation of an active project by sending a written request to contact@theeternitymedia.com.
- Before Project Kickoff: If a cancellation is requested before any design or development work has commenced and within 48 hours of initial payment, a full refund (minus any standard payment gateway transaction fees) will be processed.
- During Active Phases: Once design, scoping, strategy development, or coding work has begun, projects cannot be cancelled for a full refund. The client will be billed for all hours or milestones completed up to the date of the cancellation request.
- Retainer & Monthly Services: For ongoing monthly services (such as SEO retainer packages or ad management contracts), cancellation requests must be submitted at least 14 days before the start of the next billing cycle. No partial refunds will be provided for mid-month cancellations.
3. Refund Eligibility
We handle refund requests on a case-by-case basis. Below are the standard guidelines for refund eligibility:
- Eligible for Refund: If we fail to deliver a service as outlined in the signed Scope of Work (SOW) or agreement, or if there is a severe delay of more than 30 days due to factors solely under our control.
- Non-Eligible for Refund:
- Completed milestones or finalized assets approved by the client.
- Third-party costs, such as domain registrations, premium hosting, third-party software subscriptions, or advertising spend paid directly to ad platforms (Meta, Google, etc.).
- Delays or issues caused by the client's failure to provide assets, content, feedback, or credentials in a timely manner.
4. Payment Milestone Terms
Most of our larger projects are structured around milestone payments (e.g., 50% upfront deposit, 50% upon completion or project phases).
- An upfront deposit is required to secure calendar slots and initiate scoping. This deposit is non-refundable once development has started.
- Approval of a milestone design or development phase constitutes acceptance of the work. Succeeding milestone payments are non-refundable once the phase is approved.
5. Process & Refund Timelines
If a refund request is approved, we will process it using the original payment method:
- Refund calculations will deduct any standard payment processor/gateway fees (such as Stripe or Razorpay transactions).
- Approved refunds take approximately 7 to 10 business days to reflect in your account, depending on your bank or credit card issuer.
6. Contact Us
If you have questions regarding our refund policy, or wish to submit a cancellation request, please connect with us:
Email: contact@theeternitymedia.com
Website: theeternitymedia.com