REFUND & CANCELLATION POLICY

1. Nature of Our Services

LemonTalks provides professional, bespoke digital marketing services — including Google Ads management, Meta Ads management, SEO, website design, brand strategy, and growth consulting. These are service-based engagements where significant time, expertise, and resources are invested from the moment work commences. Key facts that inform this policy:

• Work begins immediately upon payment — including strategy, campaign setup, keyword research, creative development, and account configuration.
• All work is customised for each client's project — it cannot be resold or reused.
• Ad spend transferred to third-party platforms (Google, Meta) is governed by those platforms' own policies and is non-recoverable by LemonTalks once deployed.

2. Cancellation Policy

2.1 Cancellation by the Client

A client may cancel their engagement by providing written notice to hello@lemontalks.in as per the notice period in the Service Agreement. The minimum notice period is 30 days unless otherwise agreed in writing. During the notice period, services continue and fees remain payable. LemonTalks will prepare handover documentation and transfer account access within 14 business days of the notice period end date.

2.2 Cancellation by LemonTalks

LemonTalks may cancel the engagement per the termination provisions in our Terms & Conditions. If LemonTalks cancels for reasons other than client breach, a pro-rata refund of any prepaid retainer fees for the unused period will be processed.

3. Service Fees — India

3.1 Fees for Delivered Services — Non-Refundable

Service fees (management fees, retainer fees, consulting fees, SEO fees, website design fees) paid for services that have already commenced or been delivered are non-refundable. This includes any month or portion of a month in which work has started — including strategy, campaign setup, keyword research, creative development, account audits, and reporting.

3.2 Prepaid Retainer — Future Month Not Commenced

If a client has prepaid a retainer for a future month that has not yet commenced, and provides written cancellation notice before the start of that month, the prepaid amount (net of bank or payment gateway charges) will be refunded within 15 business days.

3.3 One-Time Fees — Non-Refundable

One-time fees including onboarding fees, campaign setup fees, website discovery fees, and strategy fees are non-refundable as this work is completed at the start of the engagement.

3.4 Website Design Projects — India

• Payments made for completed milestones are non-refundable.
• If a client cancels mid-project, fees paid for completed milestones are retained. Work completed to the cancellation date is delivered in its current state.
• No refund is applicable for work in progress at the time of cancellation notice.

3.5 GST on Refunded Amounts — India

Refunds, where applicable, will be processed for the base amount. GST paid on delivered services is non-refundable as it has been remitted to the Government of India. Where a refund is processed for a service not yet delivered, the applicable GST component will also be refunded and a GST credit note will be issued.

4. Ad Spend — India

4.1 Ad Spend Deployed to Platforms — Non-Refundable

Ad spend transferred to Google Ads, Meta Ads, or any other advertising platform and deployed in active campaigns is strictly non-refundable. Once funds are transferred to these platforms, LemonTalks has no mechanism to recover them. Any refund of unspent platform balance is subject solely to the refund policy of the respective platform (Google, Meta), not LemonTalks.

4.2 Undeployed Ad Spend Held by LemonTalks — Refundable

Ad spend paid to LemonTalks that has not yet been transferred to any advertising platform at the time of cancellation will be refunded (net of transaction charges) within 15 business days of written cancellation notice.

5. Service Fees — UAE

5.1 Fees for Delivered Services — Non-Refundable

Service fees paid for services that have already commenced or been delivered to UAE clients are non-refundable. This includes any month or portion of a month in which campaign management, strategy, SEO, creative development, or website work has begun.

5.2 Prepaid Retainer — Future Month Not Commenced

If a UAE client has prepaid a retainer for a future month that has not yet commenced and provides written cancellation notice before the start of that month, the prepaid amount (net of bank transfer charges) will be refunded in AED within 15 business days.

5.3 One-Time and Project Fees — UAE

Onboarding fees, setup fees, strategy fees, and fees for completed website milestones are non-refundable. For mid-project website cancellations, the same milestone-based approach as described in Clause 3.4 applies.

5.4 VAT on Refunded Amounts — UAE

Where a refund is applicable for a service not yet delivered, the VAT component (5%) will also be refunded and a UAE VAT-compliant credit note will be issued. VAT on delivered services is non-refundable as it has been remitted to the Federal Tax Authority (FTA).

6. Ad Spend — UAE

6.1 Deployed Ad Spend — Non-Refundable

Ad spend transferred to Google Ads, Meta Ads, or any other platform for UAE campaigns and deployed in active campaigns is non-refundable by LemonTalks. Any unspent platform balance refund is subject solely to the platform's own refund policy.

6.2 Undeployed Ad Spend Held by LemonTalks — Refundable

UAE ad spend paid to LemonTalks that has not yet been transferred to any platform at the time of cancellation will be refunded in AED (net of transaction charges) within 15 business days of written cancellation notice.

7. Quick Reference — Refund Eligibility

8. Exceptions

8.1 Service Non-Delivery

If LemonTalks fails to commence the agreed services after receiving payment and does not remedy the situation within 14 days of written notice, the client may be entitled to a full refund of fees for the undelivered services. Such requests are evaluated individually.

8.2 Billing Errors

If a client is charged an incorrect amount due to a LemonTalks billing error, the excess will be refunded within 10 business days of verification.

8.3 Goodwill Refunds

In exceptional circumstances, LemonTalks may at its sole discretion offer a partial goodwill refund or service credit. Such decisions do not constitute a precedent or waiver of this Policy.

9. How to Request a Refund

To request a refund, the client must:

• Send a written request to hello@lemontalks.in with subject: "Refund Request — [Client Name] — [India / UAE]"
• Include the invoice number, payment date, amount, and reason for the request.
• Provide bank account details for NEFT/RTGS transfer (India) or AED bank transfer details (UAE).

LemonTalks will acknowledge within 3 business days and provide a decision within 10 business days. Approved refunds will be processed within 15 business days of approval. All refunds are made by bank transfer — no cash refunds are issued.

10. Consumer Protection — India

This Policy does not limit any statutory rights available to consumers under the Consumer Protection Act, 2019 (India). If you believe your statutory rights have been violated, you may approach the appropriate consumer forum or the National Consumer Helpline (NCH) at 1915. LemonTalks' services are primarily B2B and directed at business clients — individual consumer rights provisions apply only where the client is a natural person purchasing services for personal use, which is uncommon in our business model.

11. Consumer Protection — UAE

This Policy does not limit any rights available under the UAE Federal Law No. 15 of 2020 on Consumer Protection. If you have an unresolved complaint, you may approach the Ministry of Economy or the relevant emirate-level consumer protection authority. LemonTalks' services are primarily B2B and directed at real estate developer clients.

12. Dispute Resolution

Disputes relating to this Policy shall be resolved in accordance with the Dispute Resolution provisions in our Terms & Conditions — arbitration in Gurugram under Indian law for India clients, and DIAC arbitration in Dubai under UAE law for UAE clients.

13. Changes to This Policy

LemonTalks may update this Refund & Cancellation Policy at any time. The effective date at the top of this page reflects the latest revision. Continued use of our services after updates constitutes acceptance of the revised Policy.

14. Contact Us