Refund, Cancellation & Payment Policy

Grove Web Digital ("Grove Web Digital", "we", "us", or "our"), founded by Ahoshan Hasan Ratul and led by Chief Executive Officer Mohan Khan, provides professional digital services including website development, design, SEO, AI engineering, advertising management, and ongoing maintenance. This Refund Policy explains how we handle payments, refunds, cancellations, revisions, and ownership of deliverables.

This policy should be read together with our Terms & Conditions and Privacy Policy. Where a signed contract, statement of work, or invoice contains different terms, those written agreements take precedence.

The purpose of this Refund Policy is to set clear, fair expectations for clients and Grove Web Digital regarding financial commitments, deliverable ownership, and resolution of billing concerns. Digital agency work involves allocated time, specialized expertise, and third-party costs that cannot always be reversed once incurred.

We aim to be transparent about what is refundable, what is not, and how disputes are handled—so you can make informed decisions before engaging our services.

Our services are professional and custom in nature. Unlike physical goods, digital deliverables—code, designs, configurations, campaign setups, and strategic work—are produced through billable time and cannot be "returned" once delivered or deployed. Refund eligibility therefore depends on project stage, work completed, third-party costs incurred, and the terms of your agreement.

Estimates and proposals describe intended scope and fees but do not guarantee specific business outcomes such as revenue, rankings, or conversion rates unless explicitly stated in writing.

Payment terms are defined in your proposal, invoice, or signed agreement. Unless otherwise stated, invoices are due upon receipt. Work may pause or be withheld until outstanding balances are settled.

Project Deposit

A project deposit may be required to secure scheduling, allocate team capacity, and commence discovery or planning. Deposits are generally non-refundable once work is scheduled or begins, because they cover reserved resources and initial engagement costs.

Milestone Payments

Larger projects may be structured with milestone payments tied to defined phases—such as discovery, design, development, and launch. Each milestone invoice becomes due upon completion and client approval of that phase, or as otherwise specified in your statement of work.

Final Payment

Final payment is typically required before transfer of production credentials, source files, or go-live deployment—unless your contract specifies different release conditions. Outstanding balances must be cleared before ongoing support or maintenance begins under a new agreement.

Invoice Policy

Invoices include project reference, description of services, amount due, currency, and payment instructions. You are responsible for reviewing invoices promptly and raising billing questions within [insert dispute window — e.g., 7–14 days] of receipt. Undisputed portions remain payable by the due date.

Accepted Payment Methods

[Insert accepted payment methods — e.g., bank transfer, Stripe, PayPal, Wise. Configure per your business operations.] Payment processor fees, currency conversion costs, or international transfer charges may be borne by the client unless otherwise agreed.

Late Payment Policy

Late payments may result in project pause, suspension of hosting or maintenance services, late fees as permitted by contract and applicable law, and withholding of deliverables until accounts are current. We will attempt to notify you before taking action where practical.

Taxes

[Insert tax policy — e.g., whether prices are exclusive or inclusive of VAT/GST/sales tax, and how tax is calculated for your jurisdiction. Consult your accountant and legal counsel.] You are responsible for any withholding taxes unless otherwise required by law and documented in writing.

Refunds are evaluated based on the nature of the service, work performed, costs incurred, and contractual terms. Grove Web Digital does not offer blanket refunds for change of mind, delayed client feedback, or outcomes dependent on external factors outside our control.

Eligible Refund Requests

Refund requests may be considered when:

• You cancel before any billable work has commenced and no non-recoverable third-party costs have been incurred
• We fail to deliver agreed scope through no fault of the client and cannot remedy the deficiency within a reasonable period
• A duplicate or erroneous charge is identified and verified
• Your signed agreement explicitly provides for a refund in the circumstances described

All eligible refund determinations are made in writing at Grove Web Digital's discretion, subject to applicable law and your contract.

Partial Refunds

Partial refunds may apply when prepaid amounts exceed the value of work not yet performed, when a project ends early by mutual agreement, or when a milestone is cancelled before delivery. Partial refunds are calculated net of completed work, approved expenses, and non-recoverable third-party purchases.

Non-Refundable Services

Services that are inherently non-refundable once delivered include professional time, custom creative work, deployed code, configured integrations, and media spend. See Non-Refundable Items and the subsections below for additional detail.

Completed Work

Work that has been delivered, approved, published, or deployed is not refundable. This includes designs signed off, code merged to production, SEO implementations live on site, and campaigns already launched.

Consultation Fees

Consultation calls, workshops, audits, and advisory sessions are non-refundable once conducted, because the time and expertise cannot be reclaimed.

Research & Discovery Phase

Discovery deliverables—requirements documents, technical assessments, competitor research, and architecture planning—are billable and non-refundable once produced, even if the project does not proceed to subsequent phases.

Custom Development

Custom development, engineering hours, API integrations, and bespoke features are non-refundable once work is performed. Unused prepaid development budgets may be credited or refunded only as specified in your agreement.

Third-Party Purchases

When Grove Web Digital purchases third-party products or services on your behalf, those costs pass through to you and are subject to the third party's refund policies. We cannot guarantee refunds for vendor purchases once procured.

Domain Registration

Domain registration and renewal fees are generally non-refundable once registered with a registrar. Domain ownership transfers are handled according to registrar rules and your contract.

Hosting

Hosting, server, CDN, and infrastructure fees billed through Grove Web Digital or third-party providers are typically non-refundable for the current billing period once provisioned.

Premium Plugins

Premium WordPress plugins, themes, stock assets, and licensed templates purchased for your project are non-refundable once license keys are issued or activated.

Software Licenses

SaaS subscriptions, API plans, font licenses, and software seats procured for your project follow vendor terms. We will pass through license credentials where applicable; refunds depend on the vendor.

API Costs

Usage-based API costs—such as AI model tokens, mapping APIs, payment gateway fees, or messaging services—are non-refundable once consumed or billed by the provider.

Advertising Spend

Media spend on platforms such as Meta, Google Ads, or LinkedIn is paid directly to the platform or reimbursed to Grove Web Digital. Ad spend is non-refundable once campaigns run. Management fees for advertising services follow the same non-refundable rules as other professional services once work is performed.

Cancellation terms depend on who initiates termination, the project phase, and amounts outstanding. Written notice is recommended for all cancellation requests.

Client Cancellation

If you cancel a project, you remain responsible for fees covering work completed to date, committed third-party costs, and any cancellation charges stated in your contract. Prepaid amounts beyond these obligations may be reviewed for partial credit or refund where applicable.

Agency Cancellation

Grove Web Digital may cancel or decline to continue a project for non-payment, prolonged unresponsiveness, abusive conduct, requests outside lawful or ethical scope, or inability to deliver due to client-side blockers. Where we terminate without client breach, handling of unused prepaid fees will follow your agreement and applicable law.

Project Pause

Projects may be paused by mutual agreement or due to client delay. Extended pauses may incur reactivation fees, timeline adjustments, or resource reallocation. Paused projects do not automatically qualify for refunds.

Inactive Projects

If a project becomes inactive due to missing assets, approvals, or client feedback for more than [insert period — e.g., 30–60 days], we may reclassify the engagement as paused or abandoned and invoice for work performed to that date.

Project Abandonment

Abandonment occurs when a client stops responding or paying without formal cancellation. We may close the project, retain work product per contract terms, and pursue outstanding balances through agreed remedies.

Restart Policy

Restarting a cancelled or abandoned project may require a new deposit, updated scope, and revised timeline. Prior deliverables may be reused at our discretion; reactivation is not guaranteed.

Revisions ensure deliverables align with agreed scope. Requests beyond included rounds or outside original scope are treated as change orders and may affect fees and timelines.

Included Revisions

Each major deliverable typically includes a defined number of structured revision rounds as stated in your proposal—commonly one to two rounds for design and development milestones. Revisions must be consolidated, specific, and submitted within the review window provided.

Additional Revisions

Revisions beyond the included allowance are billed at our then-current hourly or package rate. We will confirm estimates before proceeding when possible.

Major Scope Changes

Changes that alter functionality, page count, integrations, or technical architecture constitute scope changes. They require a written change order with updated fees and delivery dates before work begins.

Feature Requests

New features not described in the original scope are quoted separately. Feature requests submitted during revision rounds may be documented for a future phase rather than absorbed into the current milestone.

Change Requests

All change requests should be submitted in writing (email or project management tool). Verbal requests may be acknowledged but are not binding until confirmed. Approved changes may affect refund eligibility for work already completed under prior scope.

Intellectual property and ownership rights are governed by your signed agreement and our Terms & Conditions. The summaries below describe typical arrangements; your contract controls if different.

Source Code Ownership

Custom source code developed specifically for your project may transfer to you upon full payment, subject to third-party licenses, open-source components, and any retained proprietary frameworks or tools disclosed in advance.

Design Ownership

Final approved designs may transfer upon full payment. Grove Web Digital may retain the right to display non-confidential work in portfolios and marketing materials unless a confidentiality agreement states otherwise.

Website Files

Website files, exports, and deployment packages are released after outstanding invoices are paid and any agreed handover checklist is complete. We may withhold credentials until payment clears.

Content Ownership

You retain ownership of content you supply (copy, logos, images, product data). You grant us a license to use that content solely to perform services. Content we create on your behalf is handled per your contract and payment status.

Transfer of Ownership

Ownership transfer may require signed acceptance, credential handover, and confirmation that all accounts are in your name. Third-party assets remain subject to their license terms.

Ownership After Full Payment

Upon receipt of full payment for the applicable scope, agreed deliverables are assigned or licensed to you as specified in writing. Until payment is complete, Grove Web Digital retains ownership or a license to work product as stated in your Terms or statement of work.

The following categories are generally non-refundable once incurred or delivered. This list is illustrative; your contract may specify additional items.

We prefer to resolve billing and delivery concerns through direct, good-faith communication before escalation.

Payment Disputes

If you disagree with an invoice or charge, contact billing promptly with your invoice number, project name, and detailed explanation. We will review records, deliverables, and communications and respond within [insert timeline — e.g., 5–10 business days].

Chargebacks

Initiating a payment dispute or chargeback with your bank or card issuer without first contacting us may delay resolution and affect ongoing services. We may submit evidence of delivered work, approvals, and contractual terms to the payment processor. Chargebacks are not a substitute for our dispute process.

Communication Process

Direct your inquiry to the billing contact below or your assigned project lead. Escalations should include relevant invoices, dates, and desired outcomes. Abusive or threatening communications may result in termination of the client relationship.

Resolution Timeline

Simple billing corrections may be resolved within days. Complex disputes involving partial delivery or scope disagreement may require longer review. Where parties cannot reach agreement, remedies may be limited to those in your contract and applicable law. Legal review recommended for jurisdiction-specific dispute clauses.

For billing, refund, or payment questions, contact Grove Web Digital: