Refund & Cancellation Policy

1 Scope of This Policy

This policy applies to all service engagements with Market2Marketing (M2M), including but not limited to:

• Performance Marketing (Meta Ads, Google Ads)
• Social Media Management and Personal Branding
• Website Design and Development
• SEO, AEO, and Content Services
• AI Avatar Creation
• UGC and Influencer Management
• Brand Strategy and Consulting

All engagements are governed by a signed or acknowledged Scope of Work (SOW). In the event of a conflict between this policy and a specific SOW, the SOW takes precedence.

2 Advance Payments

All M2M engagements require an advance payment prior to commencement of work, as specified in the respective SOW.

The advance covers the cost of M2M's time, resources, and team allocation that are committed immediately upon project kick-off. These costs are incurred regardless of whether the final deliverable has been received by the client.

3 Refund Conditions

Refunds are considered only under the following conditions:

4 Cancellation by Client

Project-Based Engagements

For fixed-scope projects (website builds, brand audits, one-time campaigns), the client may cancel the engagement at any time. The following applies:

• Advance payment is non-refundable once work has commenced
• Work completed up to the date of cancellation will be invoiced on a pro-rata basis
• Completed work will be delivered to the client upon receipt of all outstanding dues
• Incomplete work in progress may be delivered at M2M's discretion

Retainer / Monthly Engagements

Clients on monthly retainers may cancel with 30 days' written notice. During the notice period:

• M2M will continue to deliver agreed monthly services
• The client is liable for the full retainer fee for the notice period
• No refund will be issued for the current or any prior billing period

Written notice must be sent via email to aryan@mtwom.tech. Verbal or WhatsApp-only notice will not be accepted as valid cancellation.

5 Cancellation by M2M

M2M reserves the right to terminate an engagement immediately under the following circumstances:

• Non-payment of dues beyond the 5-working-day grace period
• Breach of confidentiality or misrepresentation of material information
• Client conduct that is abusive, threatening, or that brings M2M into disrepute
• Request to produce content that is illegal, misleading, or violates platform policies

In the event of M2M-initiated termination due to client breach, no refund will be issued for amounts already paid. Any outstanding dues remain payable.

If M2M terminates for reasons within M2M's control (e.g., force majeure, team unavailability), a pro-rata refund for undelivered work will be issued within 15 business days.

6 Retainer & Monthly Engagements

Monthly retainer fees are due on the 1st of each month. The following terms apply:

• Retainer fees are non-refundable once the billing cycle has commenced
• Services not utilised within a billing cycle do not carry forward or result in credit
• Late payment (beyond the 5-working-day grace period) may result in paused services — paused time is not credited
• Mid-month cancellations do not entitle the client to a partial refund for the remainder of the month

7 Ad Spend & Third-Party Costs

Ad spends (Meta Ads, Google Ads, etc.) managed on behalf of the client are the client's sole financial responsibility and are entirely separate from M2M's retainer fees.

• Ad spend is non-refundable once disbursed to platforms (Meta, Google, etc.) — refund eligibility is governed by each platform's own policy
• Third-party tool subscriptions (Shopify apps, analytics tools, design licences, etc.) are billed at actuals and are non-refundable once activated
• M2M will seek prior written approval for any third-party cost above ₹2,000 per item

In the event of campaign pauses or cancellations, unused ad budget held in platform accounts (Meta Business Manager, Google Ads) may be refundable directly by the platform — M2M will assist in processing such requests but cannot guarantee platform-level refunds.

8 Pause Policy

Clients on monthly retainers may request a pause of services for a defined period under the following conditions:

• Pause requests must be submitted in writing with a minimum of 10 days' notice
• Pauses are granted at M2M's discretion and subject to team availability
• Maximum pause duration: 30 days per engagement year
• Retainer fees during an approved pause may be credited to the following billing cycle — this must be agreed in writing at the time of pause approval
• Pauses exceeding 30 days will be treated as cancellations under Section 4

9 Refund Process & Timelines

Where a refund is approved under the conditions in this policy, the following process applies:

• Submit a refund request in writing to aryan@mtwom.tech with your engagement details and reason
• M2M will acknowledge your request within 3 business days
• Refund eligibility will be assessed and a decision communicated within 7 business days
• Approved refunds will be processed within 15 business days via the original payment method
• Payment gateway transaction charges (typically 2–3%) are non-refundable and will be deducted from any refund amount

10 Disputes

In the event of a dispute regarding refunds or cancellations, both parties agree to first attempt resolution through good-faith negotiation within 30 days of the dispute arising.

If unresolved, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, with the seat of arbitration in Delhi, India. The governing law is the law of India.

Filing a chargeback or payment dispute without first raising the matter directly with M2M will be treated as a breach of this agreement and may result in legal action.

11 Contact

For refund requests, cancellation notices, or any questions about this policy, please reach out to us directly: