Cancellation & Refund Policy
Last Updated: March 22, 2025
Wilyfox Media Co.
This Cancellation & Refund Policy outlines the terms and conditions under which Wilyfox Media Co. (“we,” “our,” or “us”) processes service cancellations and issues refunds. This policy applies to all services provided by our digital marketing agency and should be read in conjunction with our Terms & Conditions.
1. Introduction
For one-time project engagements:
- Early Cancellation: Cancellations made within 48 hours of signing the service agreement and before work has commenced will receive a full refund minus a 5% administrative fee.
- Initial Phase Cancellation: Cancellations after work has commenced but before 25% completion will receive 75% of the unused portion of the prepaid amount as a refund.
- Mid-Project Cancellation: Cancellations between 25% and 50% project completion will receive 50% of the unused portion of the prepaid amount as a refund.
- Late-Stage Cancellation: No refunds will be issued for cancellations after the project has reached 50% completion.
Project completion percentage will be determined based on documented milestones in the service agreement and our internal project management system.
2.1 Project-Based Services
2. Service Cancellation by Client
For ongoing service arrangements:
- Notice Period: Clients must provide 30 days written notice for cancellation of recurring services.
- Current Billing Period: No refunds will be issued for the current billing period in which the cancellation notice is received.
- Future Billing Periods: Any prepaid amounts for future billing periods beyond the notice period will be refunded in full.
2.2 Recurring or Retainer Services
If we need to cancel services for reasons other than client breach:
- We will provide 30 days written notice to allow clients time to transition.
- Prorated refunds will be issued for the unused portion of any prepaid services.
- We will provide reasonable assistance in transitioning to another service provider.
3.1 Cancellation Without Client Breach
3. Service Cancellation by Wilyfox Media Co.
If we cancel services due to client breach of our Terms & Conditions:
- No refund will be issued for the current billing period.
- Prepaid amounts for future billing periods will be refunded less any damages incurred.
- Breach may include but is not limited to: non-payment, violation of acceptable use policies, or providing false information that materially impacts service delivery.
3.2 Cancellation Due to Client Breach
- All approved refunds will be processed within 15 business days from the date of approval.
- You will receive an email confirmation once your refund has been processed.
4.1 Processing Timeline
4. Refund Process
- Refunds will be issued using the original payment method when possible.
- If the original payment method cannot be used (expired card, closed account), an alternative method will be arranged.
4.2 Refund Method
- Refunds will be issued in the same currency as the original payment.
- Any bank or payment processor fees associated with the refund may be deducted from the refund amount.
4.3 Currency and Fees
The following items are non-refundable under all circumstances:
- Third-party Costs: Any costs already incurred with third-party vendors (e.g., media purchases, software licenses, advertising spend).
- Setup Fees: Initial onboarding, account setup, and research/strategy development fees.
- Completed Deliverables: Services already delivered and accepted by the client.
- Rush Fees: Additional charges for expedited services.
Administration Fees: As specified in section 2.1 for early cancellations.
5. Non-Refundable Items
To request cancellation of services:
- Submit Written Request: Send a formal cancellation request to contact@wilyfox.co with “Service Cancellation Request” in the subject line.
- Provide Details: Include your company name, primary contact information, contract/service agreement number, and reason for cancellation.
- Confirmation: All cancellation requests will be acknowledged within 2 business days.
- Review Process: Cancellation requests will be reviewed according to the terms of this policy and your specific service agreement.
- Final Confirmation: You will receive written confirmation of your cancellation including applicable refund information and effective termination date.
6. Cancellation Procedure
In the event of circumstances beyond reasonable control (such as natural disasters, governmental actions, or widespread internet outages), modified cancellation terms may apply. These will be assessed on a case-by-case basis.
7.1 Force Majeure
7. Special Circumstances
If you experience service quality issues that constitute a material breach of our service agreement, please submit a detailed complaint to contact@wilyfox.co before initiating cancellation. We are committed to addressing legitimate service concerns and may offer appropriate remedies.
7.2 Service Quality Issues
We reserve the right to update this Cancellation & Refund Policy at any time. Changes will be effective upon posting to our website. Material changes to this policy will be communicated to active clients via email.
8. Modifications to Policy
For questions regarding this Cancellation & Refund Policy, please contact us at:
Wilyfox Media Co.
3rd Floor, CTEF: INNOVEX, CIPET: SARP-LARPM
Patia, Bhubaneswar, Odisha, India 751024
Email: contact@wilyfox.co
Phone: +91 7978678592
Website: www.wilyfox.co
