Our fair, transparent approach to refunds — what's eligible, what's not, and how to request one. No hidden clauses, no surprises.
Last updated: 13 May 2026Effective: 13 May 2026Version: 1.0
7-Day Window
Full refund available within 7 days of payment, before work commences
15-Day Notice
Cancel any monthly retainer with 15 days written notice — no penalty
Pro-rata Refund
For unused service days when canceling mid-month retainers
01 / Overview
Policy Overview
At DMAT, we believe in fair, transparent business. This Refund Policy outlines when refunds are available, processing timelines, and how to request them for services provided by Pandiri Digital Marketing Pvt Ltd.
Our refund approach is guided by three principles:
Fair to both sides: Refunds for work not started, no refunds for completed work
Transparent timelines: Clear processing times for every refund type
Compliance with Indian law: Aligned with Consumer Protection Act, 2019
Important Distinction
Our service fees and ad spend (paid directly to Meta, Google, LinkedIn, Snapchat) are separate. Ad spend refunds are governed by those platforms' policies, not ours. We can only refund our service fees.
02 / Eligibility
Refund Eligibility Matrix
Quick reference table for refund eligibility by scenario:
Scenario
Eligible?
Refund Amount
Within 7 days, no work started
✓ Yes
100% of service fees
Work started, less than 25% complete
~ Partial
70% of service fees
Work 25-50% complete
~ Partial
40% of service fees
Work 50%+ complete
✗ No
No refund
Monthly retainer, mid-month cancellation
~ Pro-rata
For unused days only
Deliverables shipped & approved
✗ No
No refund
Training program — within 3 days, before accessing
✓ Yes
100% (minus payment processing fee)
Training program — after course access
✗ No
No refund
03 / By service type
Refund Rules by Service Type
Monthly Retainer Services (Performance Marketing, SEO, SMM)
Full refund: Within 7 days of payment if no campaign launches or work has been performed
Pro-rata refund: For unused days when canceling mid-month (with 15-day notice)
No refund: After campaigns are live, audiences are built, or significant work is delivered
Onboarding fees: Non-refundable once kickoff call is conducted
Project-Based Services (Website Design, AI Automation)
Advance payment refund: 100% refund within 7 days if kickoff call hasn't occurred
Discovery phase refund: 70% refund if work is less than 25% complete
Mid-project refund: 40% refund if work is 25-50% complete
No refund: After 50% completion or any major milestone delivery
Training Programs (AI Academy, Digital Marketing Course)
Full refund: Within 3 days of purchase AND before accessing course content
Partial refund: Within 7 days, if less than 20% of content viewed (50% refund)
No refund: After 20%+ content viewed, downloaded, or any live session attended
Live cohort programs: Non-refundable after Day 1 of the cohort
Performance-Based Engagements (% of Ad Spend)
Setup fees: Non-refundable once setup work is complete
Performance fees: Earned based on actual ad spend, no refunds on earned fees
Cancellation: 15 days written notice to terminate; future performance fees stop accruing
04 / How to request
How to Request a Refund
To request a refund, follow this process:
Step 1: Initial Contact
Email us at contact@dmat.in with subject line: "Refund Request - [Your Name/Company]"
Step 2: Provide Details
Include the following in your refund request:
Your full name and company name
Service engaged (e.g., Meta Ads management, Website design)
Payment date and amount
Invoice number or payment reference ID
Reason for refund request
Preferred refund method (bank transfer, original payment method)
Step 3: Acknowledgment
We'll acknowledge your request within 2 business days and provide:
Eligibility assessment as per this policy
Refund amount calculation (if applicable)
Expected processing timeline
Required documentation (if any)
Step 4: Refund Processing
Approved refunds are processed within 7-10 business days of acknowledgment, depending on your payment method.
05 / Processing
Processing Timeline
Refund processing times vary by payment method:
Payment Method
Processing Time
UPI
3-5 business days
Bank Transfer (NEFT/RTGS/IMPS)
5-7 business days
Credit/Debit Cards
7-14 business days (depending on bank)
Net Banking
5-10 business days
Wallets (Paytm, PhonePe, etc.)
3-7 business days
International Payments (Wise)
10-15 business days
Refunds are processed to the original payment source unless mutually agreed otherwise. Payment gateway processing fees (typically 2-3%) may be deducted from refund amounts where applicable.
06 / Non-refundable
Non-Refundable Items
The following are not eligible for refunds under any circumstances:
Already Delivered Work
Approved and shipped websites, landing pages
Completed and published ad campaigns
Delivered SEO audit reports, content, and on-page optimizations
Approved creative assets (designs, videos, copy)
Implemented AI automations and workflows
Third-Party Costs
Ad spend paid to Meta, Google, LinkedIn, Snapchat (refer to their refund policies)
Setup fees, onboarding fees once kickoff is complete
Discovery and strategy session fees
Performance-based fees already earned
Training content already accessed or downloaded
Custom research, audits, or reports already delivered
No Result Guarantees
Refunds are not available based on campaign performance. We don't guarantee specific results (rankings, ROAS, leads) since these depend on many factors outside our control. We commit to professional execution, not outcome guarantees.
07 / Cancellation
Cancellation Terms
Cancellation by You
Monthly retainers: Provide 15 days written notice via email to contact@dmat.in
Project work: Cancellation depends on completion stage (refer to refund matrix)
Training programs: Refer to specific program's refund window
Performance-based: 15 days written notice; ad spend continues until pause
What Happens After Cancellation
Free handover support for 7 days after cancellation
Full data export — campaign performance, audiences, creatives, analytics
Account access transfer — you retain full ownership of all ad accounts
Final invoice reconciliation for any outstanding amounts
Pro-rata refund (if applicable) processed per timeline above
Cancellation by Us
We reserve the right to terminate services without refund obligation if:
You engage in illegal, fraudulent, or harmful activities
You consistently fail to provide required inputs (3+ missed approvals)
Continued service violates platform policies or Indian law
You're abusive to our team members
08 / Disputes
Dispute Resolution
If you're not satisfied with our refund decision, follow this escalation path:
Step 1: Direct Communication
Email contact@dmat.in with subject "Refund Dispute" — Anil personally reviews all disputes within 5 business days.
Step 2: Mediation
If direct communication doesn't resolve the issue, both parties can opt for mediation through a mutually agreed mediator. We're open to fair compromise.
Step 3: Consumer Protection
Under the Consumer Protection Act, 2019, you have rights to file complaints with:
District Consumer Disputes Redressal Commission (claims under ₹50 lakh)