Refund & Cancellation Policy

Acroxcreation is committed to delivering high-quality digital services. This Refund & Cancellation Policy governs all purchases made through our website, including payments processed via PhonePe for Business. By making a payment on acroxcreation.com, you agree to the terms outlined below.

Payments on acroxcreation.com are securely processed by PhonePe for Business — a PCI DSS compliant payment gateway operating under the guidelines of the Reserve Bank of India (RBI). All refunds, where applicable, are routed back through PhonePe to your original payment instrument.

1. Services Covered

This policy applies to all digital services purchased from Acroxcreation, including:

• Web Design & Development packages
• Logo Design & Brand Identity
• UI/UX Design
• Digital Advertising & Content Marketing
• SEO & Growth packages
• Any other creative or digital service listed on acroxcreation.com

2. Refund Eligibility

Refund requests are evaluated individually. A refund may be granted under the following conditions:

• Work not started: A cancellation request received before any design or development work has begun qualifies for a full refund.
• Work partially completed: If work has commenced, a partial refund proportional to the incomplete portion may be issued at Acroxcreation's discretion.
• Duplicate / failed payment: If PhonePe records a duplicate charge or a failed transaction where the amount was debited but the order was not created, the full amount will be refunded. Failed transactions are auto-refunded as per RBI mandate within T+5 business days.
• Service not deliverable: If Acroxcreation is unable to deliver the agreed service within a reasonable timeframe (with no mutually agreed extension), a proportional refund will be processed.

3. Non-Refundable Situations

No refund will be issued in the following cases:

• Work has been completed and delivered as per the agreed scope.
• The client has approved any design, content, or deliverable at any project stage.
• Delays caused by the client — failure to provide content, feedback, or timely approvals.
• Change of mind after work has commenced.
• Subjective dissatisfaction where the delivered work meets the agreed brief.
• Rush / expedited service fees.
• Third-party costs paid on the client's behalf — domain registration, hosting, stock images, fonts, plugins, or licensed assets.

4. How to Request a Refund or Cancellation

Submit your request within 7 days of payment by emailing us:

• Email: acroxcreation@gmail.com
• Subject: Refund Request — [Your PhonePe Transaction ID / Name]
• Include your PhonePe Transaction ID, the service purchased, amount paid, and reason for the request.

We will acknowledge your request within 2 business days and resolve it within 5–7 business days of receiving all required information.

5. Refund Processing Timeline (via PhonePe)

Once a refund is approved and initiated by Acroxcreation, PhonePe processes it back to your original payment instrument. Standard timelines as per PhonePe and RBI guidelines:

• UPI (PhonePe, GPay, BHIM etc.): 2–3 business days
• Debit Card / Net Banking: 5–7 business days
• Credit Card: 7–10 business days (subject to card-issuing bank)
• PhonePe Wallet: Instant to 1 business day
• Failed / auto-refund transactions: T+5 business days as mandated by the RBI

Acroxcreation is not responsible for delays caused by your bank or payment provider after the refund has been initiated on our end. You may track the refund status directly in your PhonePe app under History → Transaction Details.

6. Disputes & Chargebacks

If you believe a charge is incorrect or unauthorised, please contact us directly at acroxcreation@gmail.com before raising a dispute with PhonePe or your bank. Under PhonePe's dispute guidelines, customers have up to 120 days from the transaction date to file a dispute.

Raising a chargeback without first contacting us may result in project suspension, document submission to PhonePe, and recovery of any amounts already disbursed. We are committed to resolving genuine disputes fairly and promptly.

7. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and RBI guidelines, any unresolved grievances related to payments or refunds may be escalated to our Grievance Officer:

• Name: Ranjit Bhagat
• Email: acroxcreation@gmail.com
• Response time: Within 5 business days of receipt

If your grievance remains unresolved, you may also contact the PhonePe Grievance team via the PhonePe Grievance Policy page.

8. Policy Updates

Acroxcreation reserves the right to update this policy at any time. The revised version will be published on this page with an updated "Last updated" date. Continued use of our services after any change constitutes your acceptance of the updated policy.