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 sections 3 and 4.
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. 50% refund on design and video work you are not happy with
This section applies only to photo editing, graphic design, logo and packaging design, and video services (including reels, YouTube editing, thumbnails and promo videos). It does not apply to content writing, websites, Amazon services or any other service.
4.1 We first share design and video work as a watermarked, lower-resolution preview. The final files without a watermark are delivered only after you accept the work.
4.2 If you are not happy with the work after both free changes included with the order have been made, you may ask for a refund of 50% of the amount paid for that order. The other 50% covers the work already done.
4.3 You must ask within 7 days of receiving the latest preview, from the order page in your account or by email to info@digitalgene.in from your registered email address, quoting the order number.
4.4 This refund is not available if you have accepted the work or received the final files, or if you have used, published, printed, edited or shared any preview in any form, including after removing, cropping or covering the watermark. Previews remain our property and may not be used unless the order is accepted.
4.5 After a 50% refund the order is closed: no further changes are made and no part of the work may be used.
4.6 A client may receive this refund once in any 6-month period.
5. Our options before a refund
Before approving a refund under section 3, 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.
6. 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.
7. Refund amount
An approved refund under section 3 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.
8. 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, except for the 50% refund described in section 4;
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 accepted or completed, or where the final files have been delivered;
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.
9. 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.
10. 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.
11. How refunds are processed
11.1 We review refund requests and reply by email within 7 working days.
11.2 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.
11.3 Refunds are not made in cash or to any other account.
12. 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.
13. Contact
Write to info@digitalgene.in with your order number for any question about cancellations or refunds.
Questions? Write to info@digitalgene.in.