This policy explains when fees paid to Global Surat ("we", "us" or "our") for our services can be refunded, how to cancel an engagement, and how refunds are processed. It forms part of our Service Terms. If your signed Statement of Work or agreement contains different refund terms, those terms apply instead.
Because our services are professional time and expertise that cannot be returned once delivered, most fees become non-refundable once work has started. This policy sets out the exceptions clearly so that you know where you stand before you commit.
1. Before work begins
If you cancel within seven days of paying an advance or first invoice, and before the kickoff meeting has taken place or any work has started, we will refund the amount paid in full, less any non-recoverable third-party costs we have already incurred on your behalf.
2. Consultations, audits and strategy sessions
Paid consultations, audits, workshops and strategy sessions are non-refundable once delivered. You can reschedule a session free of charge by giving us at least 24 hours' notice. Sessions cancelled with less notice, or missed, may be charged in full.
3. Monthly retainers
Retainers are invoiced in advance. Once work for a billing month has started, the fee for that month is non-refundable, and we do not refund partial months.
After any minimum term in your Statement of Work, you can cancel a retainer by giving 30 days' written notice. We will continue to deliver the Services during the notice period, and the fee for that period is payable.
If you cancel during a minimum term, the fees for the remainder of the minimum term remain payable unless we agree otherwise in writing.
4. Projects
Once work has started, the advance payment on a project is non-refundable. It covers discovery, planning and the team time we reserve for your project.
Milestone payments are non-refundable once the milestone has been delivered.
If you cancel a project part-way through, we will invoice for work completed up to the date of cancellation. If you have paid more than the value of that work and any committed costs, we will refund the difference.
5. Advertising spend and third-party costs
Media spend is paid to advertising platforms such as Google and Meta, not to us, and we cannot refund it. Any refund or credit for spend is decided by the platform under its own policies. We will help you with a claim where we can.
Prepaid ad budgets. If you have prepaid us to fund advertising on your behalf, any unspent balance will be returned to you within 30 days of the end of the engagement, after reconciliation with the platform invoices.
Third-party purchases made for you, such as software subscriptions, licences, plugins, themes, stock media, domains and hosting, are non-refundable by us once purchased. They remain subject to the provider's own refund policy.
6. If we do not deliver
If we fail to deliver a service or deliverable set out in your Statement of Work for reasons within our control, and we cannot put it right within a reasonable time after you tell us, we will refund the fees you have paid for the part that was not delivered.
7. What is not grounds for a refund
Marketing results that differ from forecasts or expectations, such as rankings, traffic, leads, sales or return on ad spend. As our Service Terms explain, results depend on many factors outside our control and are not guaranteed.
Delays or reduced results caused by late approvals, missing access, changed requirements or information that was inaccurate or incomplete.
Decisions made by third-party platforms, such as ad disapprovals, account restrictions or algorithm updates.
A change of mind about work you have already approved. If you are unhappy with a deliverable, please tell us: revisions are included in every Statement of Work, and we will work with you to get it right.
8. How to request a cancellation or refund
Email connect@globalsurat.com with "Cancellation" or "Refund request" in the subject line.
Include your company name, the invoice number, the amount and a short explanation of your request.
We will acknowledge your request within three business days and give you our decision within 14 business days.
Approved refunds are paid to the original payment method, or by bank transfer, within ten business days of approval. Bank, payment gateway and currency conversion charges are not refundable, and the amount received may differ slightly because of exchange rates.
If you believe a payment was taken in error, please contact us before raising a dispute or chargeback with your bank. Most issues can be resolved quickly by talking to us.
9. Our apps and games
Our mobile games and apps are currently free to download and are supported by advertising. If we introduce in-app purchases or subscriptions, they will be sold through the app store you use, and refunds will be handled by that store under its own refund policy, for example Google Play or the Apple App Store. Our App Terms of Use explain more.
10. Your statutory rights
Nothing in this policy affects any rights you have that cannot be excluded under the consumer protection laws that apply to you.
11. Contact us
Global Surat
A-502, Pragati IT Park, Mota Varachha, Surat, Gujarat, India
Email: connect@globalsurat.com
Phone: +91 90332 17529
Last updated 24 September 2026