Cancellations & Refunds Policy

KRM Media Hub aims for fair, transparent handling of cancellations and refunds to protect both client investment and studio time. This policy applies to all video editing and WordPress website projects for Indian and international clients.

Cancellation Timeline

Before Work Begins (Pre-Production):

• Full refund of advance payment minus ₹1,000 (India) / USD 30 (International) admin/setup fee

• Applies if project is cancelled within 24 hours of quote approval and before any materials are reviewed

After Initial Review / Planning (Discovery Phase):

• 50% refund of advance payment

• Covers time spent reviewing footage/content, creating project plan and initial mockups

After First Draft Delivery:

• No refunds on advance payment

• Client retains all drafts delivered so far at no extra cost

After Final Delivery / Launch:

• No refunds; full ownership transfers upon final payment

Monthly Retainers & Ongoing Work

Video Editing Packages (Monthly):

• Cancel anytime with 7 days written notice

• Final invoice covers work completed in current month

• No refunds for months already paid and delivered

Ongoing Website Maintenance:

• Monthly plans cancellable with 14 days notice

• Prorated refund for unused days in cancellation month

Refund Process

1. Submit Request: Email with subject “Cancellation Request – [Project Name]” including quote reference

2. Review: Response within 2 working days confirming eligibility and amount

3. Processing: Refunds issued within 5–7 working days via original payment method (Razorpay / Payoneer)

4. Confirmation: Receipt and transaction ID provided

Note: Bank/wire transfer refunds may take 7–14 days to appear in your account due to processing times.

Exceptions & Special Cases

Client Delays: If project pauses due to client delays (missing materials, feedback delays >7 days), 25% of advance may be retained for holding time.

Force Majeure: Illness, technical failures or unavoidable circumstances may require rescheduling rather than refund. Work completed remains with client.

Scope Changes: Major scope reductions after work begins treated as partial cancellation; pricing adjusted proportionally.

India-Specific (Consumer Protection)

Compliant with Consumer Protection Act 2019:

• Services clearly described in quotes

• 7-day cooling-off period for first consultation services

• GST invoices provided for all transactions

International Clients (Cross-Border)

• Refunds follow local payment processor policies (Payoneer 30-day dispute window)

• Currency conversion fees (if any) borne by client’s bank

• EU clients: Right to cancel within 14 days for non-custom services (standard templates only)