Cancellation Policy

1. Overview

This Cancellation Policy outlines the terms, conditions, and procedures for cancelling services or projects with Softgrid Solutions. We understand that circumstances may change, and we aim to provide a fair, transparent, and straightforward cancellation process for all parties. This policy is designed to comply with PayPal's Seller Protection guidelines and applicable international commercial standards.

By engaging our services and making a payment, you acknowledge that you have read and agree to this Cancellation Policy.

2. Cancellation by the Client

2.1 Before Work Commences

If you wish to cancel a project before any work has begun:

• Submit a written cancellation request via email to [email protected].
• You are eligible for a full refund of the advance payment, less any applicable payment processing fees charged by PayPal or other payment processors (as these fees are non-recoverable).
• The cancellation will be effective upon our written acknowledgment, which will be provided within 2 business days.

2.2 During Project Execution

If you wish to cancel a project after work has commenced:

• Submit a written cancellation request via email with at least 7 days' notice.
• You will be billed for all work completed up to the effective cancellation date, calculated at the agreed project rate.
• Any remaining balance from advance payments will be refunded after deducting costs for completed work, resources utilized, and any third-party expenses incurred on your behalf.
• A detailed breakdown of completed work and associated costs will be provided within 5 business days of the cancellation request.
• All completed deliverables up to the cancellation date will be provided to you upon settlement of all outstanding payments.

2.3 Recurring / Monthly Services

For ongoing services such as social media management, SEO retainers, digital marketing campaigns, or website maintenance:

• Cancellation requests must be submitted at least 15 days before the next billing cycle.
• Services will continue until the end of the current paid billing period.
• No refunds will be issued for the current billing period after services have been rendered or are in progress.
• Any pre-paid future months or quarters will be refunded in full.
• Active ad campaigns will be paused or concluded as per the agreed timeline. Any committed ad spend with third-party platforms is non-refundable.

3. Cancellation by Softgrid Solutions

Softgrid Solutions reserves the right to cancel a project or service engagement under the following circumstances:

• Non-Payment: If the Client fails to make agreed-upon payments within 15 days of the due date, after at least two (2) written payment reminders.
• Non-Cooperation: If the Client fails to provide required materials, information, feedback, or approvals within a reasonable timeframe, causing significant project delays (30+ consecutive days of inactivity without prior arrangement).
• Violation of Terms: If the Client violates our Terms and Conditions, including but not limited to requesting services that are illegal, unethical, fraudulent, or in violation of PayPal's Acceptable Use Policy.
• Abusive Conduct: If the Client engages in abusive, threatening, or harassing behavior toward our team members.
• Force Majeure: Due to circumstances beyond our reasonable control, including natural disasters, pandemics, government actions, or other force majeure events.

In such cases, the Client will be billed for all work completed and third-party expenses incurred up to the cancellation date. Any remaining advance payment balance (after deducting costs for completed work) will be refunded.

4. Effect of Cancellation

Upon cancellation of a project or service:

• All work on the project will cease as of the effective cancellation date.
• Completed work, deliverables, and source files (as applicable) will be handed over to the Client upon full settlement of all outstanding invoices.
• Any confidential information shared by either party will continue to be protected as per our confidentiality obligations in the Terms and Conditions.
• Third-party subscriptions, tools, or services procured specifically for the project will be transferred to the Client or cancelled, as applicable and as requested by the Client.
• Softgrid Solutions retains the right to retain copies of project files for portfolio and record-keeping purposes, unless explicitly agreed otherwise.
• Any ongoing support or maintenance obligations cease upon the effective cancellation date, unless a separate support agreement exists.

5. Project Pause / Hold (Alternative to Cancellation)

As an alternative to cancellation, clients may request to temporarily pause a project:

• Projects can be paused for a maximum of 30 calendar days.
• A pause request must be submitted in writing via email, specifying the reason and expected resume date.
• No additional charges will be incurred during the pause period (unless third-party recurring costs apply).
• Paused projects may be subject to rescheduling based on team availability upon resumption.
• If a project remains paused beyond 30 days without communication or a formal extension request, it will be treated as a cancellation under Section 2.2 of this policy.

6. PayPal Disputes and Claims

If you have paid through PayPal and wish to cancel:

• Please contact us directly first at [email protected] before opening a dispute or claim through PayPal.
• We maintain detailed records of all project communications, deliverables, milestones, and approvals for transparency.
• We are committed to resolving all cancellation-related matters amicably and in good faith.
• Opening a PayPal dispute without prior communication with us may delay the resolution and refund process.

7. How to Request a Cancellation

To cancel a service or project, please follow these steps:

1. Send an email to [email protected] with the subject line: "Service Cancellation Request — [Your Project Name/Reference]".
2. Include the following details: your full name, project name or reference number, reason for cancellation, and preferred resolution (refund, credit, etc.).
3. Our team will acknowledge your request within 2 business days.
4. We will provide a final statement of work completed, any applicable charges, and the refund amount (if applicable) within 5 business days.
5. Upon mutual agreement, the cancellation will be processed and any applicable refund will be initiated.

8. Contact Us

For questions, concerns, or to request a cancellation, please contact us:

• Business Name: Softgrid Solutions
• Address: 2nd Floor, Innov8 CP2 44, Regal Building, Rajiv Chowk, Connaught Place, New Delhi - 110001, India
• Email: [email protected]
• Phone: +91 6389378856

We value every client relationship and strive to make every engagement a positive experience. If there is anything we can do to address your concerns before cancellation, we welcome the opportunity to discuss.