Refunds and Cancellations Policy

1. Overview

At Project Scale Up, we are committed to delivering high-quality sales and growth services to our clients. This policy outlines the conditions under which refunds and cancellations are processed for our service engagements.

Project Scale Up services are professional consulting and managed services. Once work has commenced, refunds are subject to the conditions detailed below.

2. Cancellation Window

Clients may request cancellation of a paid service engagement within 48 hours of payment, provided that:

• The kickoff call has not yet been scheduled or completed
• No deliverables, strategies, or creative assets have been produced or shared
• No advertising spend has been activated on behalf of the client

If all three conditions are met, a full refund will be processed minus payment gateway transaction charges (typically 2 to 3 percent of the transaction value).

3. After Onboarding Has Started

Once onboarding has commenced (kickoff call held, intake form submitted, or first deliverable produced), refunds are evaluated on a pro-rata basis at our discretion, considering the work completed.

Specifically:

• If less than 25 percent of contracted work has been delivered, up to 50 percent of fees may be refunded
• If 25 to 50 percent of contracted work has been delivered, up to 25 percent of fees may be refunded
• Beyond 50 percent of work delivery, refunds are not provided

Pause or transfer to a different service tier may be available as an alternative to refund. We will work in good faith to find a fair resolution.

4. Monthly Retainer Services

For monthly retainer services like ScaleUp Foundation, clients may cancel future months with 7 days notice before the next billing cycle. The current billing month is non-refundable once payment has been processed and service has commenced.

5. Non-Refundable Components

The following are not eligible for refund under any circumstances:

• Advertising spend that has been activated on advertising platforms (such as Meta Ads)
• Third-party tool subscriptions or licenses purchased on behalf of the client
• Setup fees once setup work has been completed
• Payment gateway transaction charges

6. How to Request a Refund or Cancellation

To request a refund or cancellation, please email us at hello@projectscaleup.in with:

• Subject line: "Refund Request" or "Cancellation Request"
• The order ID or transaction reference number
• The registered email and phone number associated with the engagement
• The reason for the refund or cancellation request

We will acknowledge your request within one business day and provide a resolution within five business days.

7. Refund Processing

Approved refunds are processed back to the original payment method within 7 to 10 business days. The exact timeline depends on the issuing bank and payment method:

• UPI and net banking refunds: typically 3 to 5 business days
• Credit and debit card refunds: typically 5 to 10 business days

You will receive an email confirmation once the refund has been initiated, along with the transaction reference for your records.

8. Disputes and Chargebacks

We encourage clients to contact us directly before initiating chargebacks with their bank or card issuer. Most issues can be resolved through direct communication, often more quickly than the chargeback process.

For payment disputes, please reach out to our team at hello@projectscaleup.in first.

9. Special Circumstances

In cases of genuine hardship or extraordinary circumstances, we may consider exceptions to this policy at our sole discretion. We are committed to working in good faith with our clients.

10. Contact

Questions about refunds and cancellations? Email us at hello@projectscaleup.in and our team will assist you.