Refund and cancellation policy

The short version

Cancel a monthly retainer with thirty days’ notice and you pay for that final month only. Cancel a fixed project before work starts and you get a full refund. Once work has started, you pay for what has been done.

We do not refund an engagement because rankings did not move within a month, because that is not how search works and we say so before you sign.

Monthly retainers

Retainers are invoiced monthly in advance and run month to month after an initial three-month minimum. That minimum exists because a diagnostic-and-stabilise cycle takes roughly a quarter to produce a fair read.

Give thirty days’ written notice at any time after the minimum and the engagement ends at the close of that notice period. You are invoiced for the notice period, and you receive every deliverable produced during it.

We do not refund a month already in progress, because the work for it has been scheduled and largely performed.

Fixed-price projects

• Cancelled before kickoff: full refund of any deposit, no questions.
• Cancelled during discovery: refund of the deposit less time already spent, itemised.
• Cancelled mid-build: you pay for completed milestones and committed third-party costs; anything unstarted is refunded.
• Cancelled after delivery: no refund, but we fix defects in the delivered work at no charge.

Audits and one-off diagnostics

A paid audit is refundable in full up to the point we begin the crawl. After that it is not refundable, because the deliverable is the analysis and the analysis is what you paid for.

If an audit turns out to be the wrong product for your situation — for instance the problem is not search at all — we will tell you during scoping and decline the engagement rather than take the fee.

When we refund without being asked

If we miss an agreed delivery date by more than fourteen days for reasons within our control, we credit that month in full. If we cannot staff an engagement to the standard promised, we say so and refund the unused portion.

If we conclude partway through that we are not the right agency for the problem, we will end the engagement ourselves and refund anything covering work not performed.

What is not refundable

• Third-party costs already committed on your behalf: tool licences, paid placements, stock media, hosting.
• Work completed and delivered, including reports, content, tickets and specifications.
• Results, which nobody can guarantee and which we never claim to.
• Time lost to delays on your side, such as access or approvals not arriving.

How refunds are paid

Refunds go back to the original payment method within seven to ten business days of approval. Where the original method cannot receive a refund, we pay by bank transfer to an account in the paying entity’s name.

Currency conversion differences and payment-gateway charges are not recoverable by either side and are excluded from the refunded amount.

Disputes

Raise it with us first, in writing. Most disputes come from a scope expectation that was never written down, and those are usually resolved in one conversation.

If we cannot agree, the governing law and jurisdiction in our terms of service apply.

Requesting a refund or cancelling

Email us with your invoice number and what you would like to happen. We acknowledge within one business day and resolve within seven, and we would rather refund a client who is genuinely unhappy than argue over a clause.

Billion Game
2nd Floor, 103, Velachery Main Road, Guindy
Chennai, Tamil Nadu 600032, India
sales@thebilliongame.com