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Refund & Cancellation Policy

Transparent and fair policies designed for our collaborative freelancer model.

Effective Date: January 1, 2025

Our Promise to You

At Next Gen Kerala, we operate as a unified team of expert freelancers committed to a single goal: your success. We value your trust and investment.

1. Advance Payment Refund (24-Hour Window)

We understand that plans change. To give you peace of mind when starting a project with us:

  • Full Refund Eligibility: You are entitled to a 100% refund of any advance payment if you submit a formal cancellation request within 24 hours of the transaction.
  • No Questions Asked: If the request is made within this window and no work has commenced, we will process the refund immediately.
  • After 24 Hours: Once this window passes, we allocate specific freelancers and resources to your project. Therefore, advance payments become non-refundable after 24 hours to compensate for the booked time of our professionals.

2. Freelancer Accountability & Performance

We take pride in our team's reliability. Since we work as a collective:

  • Individual Accountability: If a specific freelancer assigned to your task fails to deliver within the agreed-upon timeframe without a valid reason, you have the right to file a direct complaint against that individual.
  • Resolution: In such cases, we will either assign a senior expert to complete the task at no extra cost or provide a partial refund for that specific incomplete milestone.
  • 24/7 Support: A dedicated project manager is available 24/7 to address any concerns. This person is responsible for ensuring your needs are met and acts as your single point of contact for any escalation.

3. Web Development Services

  • Design Phase: If you are unhappy with the initial design mockups and we are unable to revise them to your satisfaction, you may be eligible for a partial refund (minus a design fee).
  • Development Phase: Once the design is approved and coding begins, refunds are not available for the work already completed.
  • Third-Party Costs: Fees paid for Domain Names, Hosting, SSL Certificates, or Premium Themes/Plugins are non-refundable as these are paid to external vendors immediately.

4. SEO & Digital Marketing

  • Monthly Retainers: SEO and Social Media services are billed on a monthly basis. You may cancel your subscription at any time with 15 days' notice before the next billing cycle.
  • No Performance Refund: While we use industry-best practices, we cannot guarantee specific search engine rankings (as Google's algorithms are beyond our control). Therefore, refunds are not issued based on ranking performance alone.
  • Ad Spend: Payments made directly to Google Ads or Social Media platforms for ad budgets are non-refundable by us.

5. Dispute Resolution Process

If you believe you are entitled to a refund outside of these terms due to exceptional circumstances:

  1. Contact your dedicated support person immediately.
  2. Send a formal email to billing@nextgenkerala.in detailing the issue.
  3. Our management team will review the case and respond within 3 business days.