Refund and Service Policy
Our commitment to professional, transparent service — and what to expect when things don’t go as planned.
Netcloud Consulting Services (“Netcloud,” “we,” “us”) provides professional eCommerce consulting, marketplace management, online store development, and digital marketing services. This Refund and Service Policy governs all service agreements between Netcloud and our clients. By purchasing any service, you agree to the terms of this policy.
Summary: We deliver high-quality professional services and stand behind our work. Refunds are generally not available on professional service fees once work has commenced. We address concerns through our Service Quality Guarantee process. Unused prepaid services may be refunded at our discretion. See specific terms for each service type below.
1. General Refund Policy
All Netcloud services are professional consulting and technical services. Service fees are non-refundable once work has commenced.
Work is considered to have commenced when:
- An onboarding call has been completed
- Account access or project materials have been provided to Netcloud
- Any deliverable (audit, strategy document, content, code) has been started
- A setup or configuration process has been initiated
Before work commences, cancellation requests will be reviewed on a case-by-case basis, and a full or partial refund may be provided at Netcloud’s discretion.
2. Refund Policy by Service Type
| Service Type | Refund Eligibility | Cancellation Notice |
|---|---|---|
| Monthly Management Services | No refund for current month once billing has occurred. Cancel before next billing cycle to stop future charges. | 30 days written notice after minimum 3-month period |
| Full Service Package | No refund for current month. 3-month minimum commitment. Cancel with 30-day notice after minimum period. | 30 days written notice |
| One-Time Setup Services | No refund once work commenced. Proportional refund for uncompleted work if service cannot be delivered due to circumstances within Netcloud’s control. | Cancel before onboarding call for full refund consideration |
| Content Optimization Services | No refund once keyword research and content creation has begun. One revision round included. | Cancel before content delivery |
| Store Development Services | A discovery/design deposit (25%) may be non-refundable once design work begins. Proportional refund for milestones not yet reached may be considered. | Written notice required; project review meeting held |
| Free Plugin / Digital Download | Free products — no payment made, no refund applicable. | N/A |
3. Service Quality Guarantee
While refunds are generally not available, we are committed to delivering quality results. If you are dissatisfied with a deliverable or service output, we will:
Listen and Document
We will conduct a dedicated review call to understand your specific concerns and document the exact expectations vs. delivery gap.
Revise or Remediate
We will revise deliverables, adjust strategy, or take corrective action to address legitimate quality concerns within the agreed service scope.
Extend or Compensate
For ongoing services where performance benchmarks were clearly agreed in writing and not met within the agreed timeline through no fault of the client, we may extend the service period at no additional charge.
Goodwill Resolution
In exceptional circumstances where service delivery failure is clearly attributable to Netcloud, a proportional credit or partial refund may be offered at Netcloud’s sole discretion as a goodwill gesture.
4. Cancellation Policy for Monthly Services
All monthly management services require a minimum 3-month commitment. After the minimum period:
- Cancellation requires 30 days written notice sent to our official email address
- Services continue through the 30-day notice period and billing for that period applies
- Account access provided to Netcloud will be removed upon service termination
- All reports and deliverables produced during the service period remain your property
- Netcloud will provide a handover brief summarising account status, campaigns, and open items
5. Circumstances Where Refunds May Be Provided
- Service not started: A full refund is available if you cancel before the onboarding call and no work has commenced
- Platform restriction prevents delivery: If a marketplace permanently closes a category or account type, making our service impossible to deliver, a proportional refund for undelivered work will be provided
- Force majeure: If service cannot be delivered due to extraordinary circumstances outside both parties’ control, we will negotiate a fair resolution
- Billing error: If a duplicate payment or incorrect billing amount is charged, a full refund of the incorrect charge will be issued within 7 business days
6. Refund Process
Submit a Written Request
Email us with your order details, the specific service, the reason for your request, and any supporting documentation.
Review Within 3 Business Days
We will acknowledge your request within 24 hours and complete our review within 3 business days.
Resolution Decision
We will communicate our decision and the resolution approach (revision, extension, credit, or refund as applicable) within 5 business days.
Refund Processing (If Approved)
Approved refunds are processed within 7–10 business days to the original payment method.
7. Payment Terms
- All services must be paid in full before work commences (one-time) or on the billing date (monthly)
- Monthly services are billed in advance at the start of each billing cycle
- Late payments may result in service suspension after 7 days notice
- All prices are in Indian Rupees (INR) and exclude 18% GST
- A GST-compliant invoice is issued for every payment within 24 hours of receipt
- Accepted payment methods: bank transfer (NEFT/RTGS/IMPS), UPI, Razorpay (card/net banking/wallet)
8. Intellectual Property
All deliverables produced by Netcloud for your account (reports, content, campaign structures, code) become your property upon full payment for the relevant service. Netcloud retains the right to reference the engagement as a portfolio case study without disclosing confidential business data.
9. Confidentiality
Netcloud signs a mutual Non-Disclosure Agreement (NDA) before accessing any seller account credentials or sensitive business information. All client data is handled in strict confidence and is never shared with third parties without written consent.
10. Dispute Resolution
In the event of a dispute that cannot be resolved through our standard quality guarantee process, both parties agree to attempt mediation before pursuing legal action. All disputes are governed by the laws of India. We genuinely want to resolve every situation fairly and professionally — please contact us first before escalating.
📞 Contact Us About Your Service
Service quality concern: Email us with your order number and details — we’ll respond within 24 hours.
Billing question: Email us with your invoice number for immediate assistance.
Cancellation request: Send a written cancellation notice to our official email address with 30 days notice.
Urgent account issue: Contact your dedicated account manager via WhatsApp for immediate response.
General inquiries: Browse our services or visit our FAQ page for answers to common questions.
