Refund Policy

This Refund Policy explains how ON DM handles refunds, cancellations, deposits, project payments, subscriptions, service fees, and third-party costs. Because ON DM provides custom digital, creative, marketing, technical, and consulting services, refund eligibility depends on the type of service, the project stage, the work completed, and the costs already committed. This Policy applies unless a separate signed agreement, proposal, or invoice states different refund terms.

ON DM’s services are usually customized to each Client. Fees paid for work already completed, work in progress, strategic planning, creative concepts, technical setup, research, consultation, project management, meetings, documentation, account setup, and third-party costs are generally non-refundable. Refunds, where applicable, are assessed fairly based on the undelivered portion of the agreed scope and the expenses already incurred.

Deposits and advance payments are used to reserve resources, start planning, allocate team time, and begin project work. Unless otherwise agreed in writing: - Deposits are non-refundable once work has started. - If the Client cancels before work starts, ON DM may deduct administrative, payment-processing, planning, and any committed third-party costs before considering any partial refund. - If ON DM has already assigned resources, prepared strategy, held kickoff meetings, created documentation, researched requirements, or started creative/technical work, the deposit may be fully non-refundable.

If the Client cancels a project after approval or after work has started, the Client must pay for: - All completed work. - Work in progress up to the cancellation date. - Project management, consultation, meetings, research, and planning time. - Approved expenses and committed third-party costs. - Any non-cancellable subscriptions, licenses, tools, hosting, domains, ad spend, or platform fees. If the amount already paid exceeds the value of completed/committed work, ON DM may, at its discretion, issue a partial refund or credit note for the remaining eligible balance.

For website development, app development, LMS platforms, e-commerce systems, dashboards, or custom software: - Payments related to discovery, planning, UI/UX, architecture, setup, coding, testing, integrations, deployment, or project management are non-refundable once that work has been performed. - Refunds are not available after final approval, launch, handover, source-code delivery, account transfer, or publication of the project. - Delays caused by the Client, missing content, lack of approvals, lack of access, change requests, or third-party platform issues do not qualify for refunds.

For branding, visual identity, design, social media creatives, copywriting, presentations, and other creative services: - Fees for concepts, drafts, research, strategy, design exploration, and revisions are non-refundable once work begins. - A rejected creative direction does not automatically qualify for a refund if ON DM delivered work according to the approved brief. - Additional concepts or major changes outside the approved scope may require additional fees.

For digital marketing, campaign management, social media management, SEO, content planning, reporting, or advertising services: - Management fees are non-refundable for any period in which work has started or services have been provided. - ON DM does not refund fees based on campaign performance, sales results, lead volume, reach, engagement, ranking, or return on ad spend, because these outcomes depend on many external factors. - Advertising spend paid to platforms such as social media networks, search engines, or ad networks is non-refundable once spent or committed, and is subject to the policies of the relevant platform.

For monthly retainers, subscriptions, maintenance, marketing management, social media management, technical support, or operations management: - Fees for the current billing period are non-refundable once the period has started. - Cancellation requests must be submitted in writing before the next billing cycle according to the notice period stated in the agreement. If no notice period is stated, at least 15 calendar days’ written notice is required. - Unused hours or services do not roll over unless expressly agreed in writing.

Third-party costs are non-refundable once purchased, paid, committed, activated, or used. These may include, without limitation: - Domain names. - Hosting and servers. - Paid plugins, themes, fonts, stock images, music, or templates. - Software subscriptions and SaaS tools. - App store fees. - Payment gateway fees. - Advertising spend. - External contractors or specialist providers. - Government, legal, or platform fees.

If ON DM is unable to deliver a material part of the agreed scope due solely to ON DM’s fault, and no reasonable alternative solution is available, the Client may be eligible for a partial refund for the undelivered portion only. Before any refund is considered, ON DM must be given a reasonable opportunity to fix the issue, provide an alternative, complete the missing work, or agree on a revised delivery plan.

Refunds will not be provided in the following cases: - The Client changes their mind after work starts. - The Client no longer needs the service. - The Client delays, disappears, or fails to provide content, feedback, access, or approvals. - The Client requests a direction materially different from the approved brief. - The Client rejects work that matches the approved scope. - The project is delayed due to third-party platforms, hosting, payment gateways, ad platforms, app stores, or external approvals. - The Client’s ad campaign, website, app, or digital product does not achieve expected business results. - The Client has already approved, published, used, downloaded, transferred, or received the deliverables. - The Client breaches the agreement or these policies.

To request a refund, the Client must contact ON DM in writing through the official contact details published on the website and include: - Client name and company name. - Project name or invoice number. - Amount paid and payment date. - Reason for the refund request. - Supporting evidence, if applicable. ON DM will review the request based on the agreement, project records, work completed, costs incurred, and this Policy.

If a refund is approved, it will be processed through the original payment method where possible. Processing times may vary depending on banks, payment gateways, and countries. Payment-processing fees, bank charges, currency conversion differences, taxes, and third-party fees may be deducted from the refund amount unless required otherwise by applicable law.

Instead of a cash refund, ON DM may offer a credit note to be used for future services. Credit notes are valid only for the period stated in writing and are not transferable unless ON DM agrees otherwise.

ON DM may update this Refund Policy from time to time. The updated version will be posted on the website with a new “Last updated” date. ---