Cancellation & Refund Policy
Last updated: 17 October 2026
This Refund & Cancellation Policy applies to all payments made to Digital Gene through digitalgene.in or the Digital Gene app. Please read it carefully before placing an order.
1. All payments are final
Our services are custom digital services that we begin planning and reserving capacity for as soon as payment is received. All payments are therefore final and non-refundable, except in the limited circumstances described in section 3.
2. Cancellation
2.1 Orders, packages, proposals and monthly terms cannot be cancelled by the client after payment.
2.2 Digital Gene may cancel an order if the requirements are unlawful or break our Terms & Conditions, if the client becomes abusive, or if the client does not share requirements within 30 days of payment. In the last case the order lapses without a refund.
3. When a refund may be considered
A refund is considered only if Digital Gene is unable to deliver an order for reasons solely within our control. All of the following conditions must be met:
a) You shared complete requirements, files, information and access within 3 working days of placing the order, and replied to each of our questions within 2 working days.
b) You did not change the brief, scope or deliverables after the order was placed.
c) At least 7 days have passed after the delivery date shown in your account, and no delivery has been made for the order.
d) You raise the refund request within 15 days after that delivery date, by email to info@digitalgene.in from your registered email address, quoting the order number.
e) You have not accepted, downloaded, published or used any part of the work for that order.
f) Your account is in good standing, you have not breached our Terms & Conditions, and you have not raised a chargeback or payment dispute for the order.
4. Our options before a refund
Before approving a refund, Digital Gene may at its discretion offer one of the following:
a) completing the delivery within a further 7 days; or
b) an alternative service of equal value; or
c) a credit of the full amount paid, usable for any service on the Platform within 6 months.
A refund is processed only if you decline these options in writing, or if we are unable to offer them.
5. Partial delivery
If part of an order has been delivered, any refund is limited to the undelivered portion, calculated on a pro-rata basis by Digital Gene.
6. Refund amount
An approved refund covers only the amount you paid for that specific order, less:
a) payment gateway and transaction charges deducted by the payment provider;
b) the value of any work already delivered; and
c) any third-party costs already incurred on your behalf.
7. Situations where no refund is given
No refund is given in any of the following cases:
a) change of mind, change of business plans, or cancellation of your project or campaign;
b) dissatisfaction with creative style, taste or approach where the work matches the agreed brief;
c) results or performance, including reach, views, followers, engagement, leads, sales, rankings or return on advertising spend;
d) delays caused by you, including late requirements, files, approvals, access or replies;
e) actions of third-party platforms, such as account restrictions or bans, ad rejections, listing removals, policy or algorithm changes and outages;
f) third-party costs such as advertising spend, domains, hosting, stock media, publisher, listing or marketplace fees, courier charges and payment gateway fees;
g) orders that have been delivered, accepted or completed, or where all included revisions have been used;
h) monthly services for any month that has already started;
i) strategy deliverables such as plans of action, Marketing DNA Plans, reel plans and scripts once shared with you;
j) discounted, promotional or free-trial orders, unless stated otherwise in the offer;
k) orders stopped by Digital Gene because of a breach of our Terms & Conditions;
l) delays or failures caused by force majeure events.
8. Monthly services and prepaid terms
Monthly fees are not refundable once the month has started. If you prepaid a quarterly, six-monthly or yearly term and Digital Gene discontinues the service for reasons within its control, we will refund the value of the complete unused months only, calculated at the discounted monthly rate. Terms cannot be cancelled by the client mid-term.
9. Duplicate or excess payments
If you were charged twice or charged more than the order amount because of a technical error, the extra amount is refunded in full after verification. Please write to info@digitalgene.in with the payment details.
10. How refunds are processed
10.1 We review refund requests and reply by email within 7 working days.
10.2 Approved refunds are made only to the original payment method within 7 to 10 working days of approval. Your bank or card issuer may take additional time to show the credit.
10.3 Refunds are not made in cash or to any other account.
11. Chargebacks
Please contact us before raising a payment dispute with your bank. If a chargeback is raised without first contacting us, we may suspend your account and pause all work until it is resolved.
12. Contact
Write to info@digitalgene.in with your order number for any question about cancellations or refunds.
Questions? Write to info@digitalgene.in.