Cancellation & Refund Policy

1.1. This policy covers every service UrbanXPixels Creative Studio provides:

• Custom website development (one-time builds and monthly retainers)
• WhatsApp Business API automation, chatbot development, and broadcast management
• Graphic design subscriptions and one-off design packages
• Video editing subscriptions and per-project edits
• Managed hosting, domain brokerage, and technical consulting

1.2. For projects with a separately executed Statement of Work whose cancellation terms differ from this policy, the signed SOW governs.

2.1. Cooling-off window. You may cancel a one-time project within 72 hours of paying the deposit and receive a full refund — provided no substantive design, development, or research work has begun. If work has started during those 72 hours, the next clause applies.

2.2. Deposit. After the cooling-off window, the Kickoff Deposit (minimum 50% of project value) is non-refundable. This compensates us for discovery, team allocation, platform setup, and the fact that we turn away other work to reserve capacity for your project.

2.3. Milestone payments. Payments made for milestones fully delivered and approved are non-refundable. Work in progress at the milestone at cancellation is refundable minus an hourly charge for the fraction completed, billed at INR 1,500/hour.

2.4. Source files. On cancellation, you receive every file produced up to that point, in its current state, within 5 Working Days. No further editing or handover support is included unless separately purchased.

2.5. Client-side delay. If we cannot progress a project because you have not sent required content, approvals, credentials, or feedback for 30 consecutive calendar days, the project is deemed dormant. Reactivation requires a fresh deposit. If dormant for 90 days without reactivation, the project is terminated with no refund — you still receive all work produced.

3.1. Cancellation notice. Monthly retainers — Continuous Web Dev, WhatsApp automation management, design subscriptions, and video-content subscriptions — require 30 calendar days' written notice. You are billed for any month already entered.

3.2. Unused allocations. Unused design slots or video edit credits in a given month do not roll over, and they are not refunded — they form part of the capacity we reserve whether you use it or not.

3.3. Immediate termination for cause. If we materially breach a retainer and do not cure it within 14 days of your written notice, you may terminate immediately and receive a pro-rata refund for the unused portion of that billing cycle.

3.4. Trial periods. As of this writing we do not offer free trials. Any promotional trial will have its own cancellation terms stated at sign-up.

4.1. Managed hosting. Hosting is provisioned at the start of each billing cycle. If you cancel mid-cycle, the hosting stays live until the cycle ends, then the server is decommissioned. No refund for unused days.

4.2. Domain purchases. Domain registration fees are paid to the registrar — they are non-refundable under any circumstances. We facilitate the transfer to your ownership on cancellation at no extra charge.

4.3. Third-party API costs. WhatsApp message charges, SMS credits, and third-party API usage incur costs we pass through. Consumed usage is never refundable; unused prepaid credits are returned.

5.1. Written request. Send your cancellation or refund request to hello@urbanxpixels.com and reference the project or invoice. We acknowledge within 24 business hours.

5.2. What to include: your full name; the project or invoice number; the service you are cancelling; and, for refunds, the reason and your payment receipt if you have it.

5.3. Review timeline. We review and issue a decision within 5 Working Days. If approved, the refund is initiated within a further 5 Working Days. How fast it reaches your account depends on your bank or payment method.

5.4. Refund method. Refunds go back to the original payment instrument used. If that instrument is closed or unrefundable (e.g. a UPI handle that is no longer active), we contact you for an alternative.

Disputed charges: If you dispute a charge with your bank or payment provider before contacting us, we may pause all services until the dispute resolves. If the dispute is found in our favour, you reimburse our reasonable costs of responding, including chargeback fees.

• Domain registration and transfer fees
• Third-party software licences purchased on your behalf
• Paid advertising spend (Google Ads, Meta Ads) disbursed on your behalf
• Stock assets, fonts, or media purchased for your project
• Projects abandoned for 90+ days without a reactivation request
• Fully completed, delivered, and approved milestones

7.1. We always try to resolve cancellation and refund concerns directly first. If we cannot reach an agreement, the dispute resolution clause in our Terms of Service (Section 9 — New Delhi jurisdiction, Indian law) applies.

7.2. The five-day review window and written process in Section 5 above constitute the mandatory pre-litigation negotiation step.