Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all services purchased from Heptley Webworks (OPC) Private Limited (“Heptley”, “we”, “us”, or “our”). Our services are custom, made-to-order digital services — website design and development, branding, hosting, and maintenance (Care Plans). Once we begin work, our time, effort, and resources are committed specifically to your project and cannot be recovered. This policy explains, clearly and fairly, when a refund is and is not available. It forms part of our Terms & Conditions.

1. Payment Model

Package fees are one-time charges payable in full and in advance so that we can begin work. Recurring services such as hosting and Care Plans are billed in advance for each cycle (monthly or yearly). Applicable taxes are charged as per prevailing law.

2. Cancellation by You — Before Work Begins

You may cancel and request a refund within 48 hours of payment, provided work on your project has not yet begun (that is, design or development has not started). In this case we will refund the amount paid, after deducting:

• Non-refundable payment-gateway / transaction charges (typically around 2–3% of the amount); and
• Any third-party costs already incurred on your behalf and at your request (for example a domain name, hosting, premium plugins, fonts, or stock assets), which are non-refundable once purchased.

3. Cancellation After Work Has Begun

Once work on your project has commenced — including discovery, design drafts, or development — fees paid are non-refundable. This is because the work is custom and our resources are allocated specifically to you. If you are not satisfied with the direction, we will work with you through the revisions included in your package to get it right, rather than issuing a refund.

4. After Delivery

Once a project has been delivered, handed over, or made live, the fee is fully earned and non-refundable. Post-delivery support and small changes are covered under your Care Plan, if subscribed.

5. Recurring Services (Hosting & Care Plans)

Hosting and Care Plan subscriptions are billed in advance and are non-refundable for the current billing cycle. You may cancel at any time to stop future billing; the service will continue until the end of the paid cycle and will not renew after that. We do not provide pro-rata refunds for unused time in a cycle. Domain and business-email charges paid to third parties are non-refundable.

6. What Is Not Eligible for a Refund

Refunds are not available for:

• Change of mind after work has begun;
• Delays or non-completion caused by you — for example, not providing content, approvals, or access on time;
• Requests that fall outside the originally agreed scope;
• Third-party costs such as domains, hosting, plugins, stock assets, or business email, once purchased;
• Dissatisfaction with results that depend on external factors — such as search rankings, traffic, sales, or footfall — which we do not and cannot guarantee; or
• Completed or delivered work.

7. Chargebacks and Disputes

If you believe there is a genuine problem with a payment or a service, please contact us first at hello@heptley.com — we are committed to resolving issues fairly and quickly.

Raising a chargeback or payment dispute instead of contacting us, or in circumstances where no refund is due under this policy, is treated as a breach of our Terms. In such cases we reserve the right to contest the chargeback with the payment gateway and your bank using our records (including the order, communications, and delivered work), and to suspend services and withhold deliverables, credentials, or transfer of intellectual property until the matter is resolved.

8. How to Request a Refund or Cancellation

To request a cancellation or refund, email us at hello@heptley.com from your registered email, with your name, order/invoice reference, payment date, and the reason for your request. We will acknowledge your request and respond within 5 business days.

9. Refund Processing

Where a refund is approved under this policy, it will be processed to your original payment method through our payment gateway. Approved refunds are typically initiated within 7–10 business days; the time for the amount to reach your account thereafter depends on your bank or card issuer and the payment gateway.

10. Contact

For any questions about this policy, please email hello@heptley.com or call +91 89201 57676.