Pebblejar Cancellation & Refund Policy

Introduction

At Pebblejar, we strive to deliver excellent digital marketing services and ensure client satisfaction. However, we understand that circumstances may arise where a client needs to cancel services or request a refund. This Cancellation & Refund Policy (“Policy”) clearly explains how cancellations are handled, any eligibility for refunds, timelines for processing, and how we address partial service delivery or dissatisfaction. By engaging our services, you agree to the terms of this Policy, in addition to any specific terms in your Service Agreement and our general Terms of Service.

This Policy covers all services provided by Pebblejar. Please read it carefully. If you have any questions or concerns about cancellation or refund terms, contact us for clarification before signing up for our services.

Cancellation of Services

We hope to retain your business, but if you need to cancel your services, here are the guidelines:

  • How to Request Cancellation: All cancellation requests must be submitted in writing. You can send an email to support@pebblejar.in or your account manager with the subject “Service Cancellation” along with your account details and the services you wish to cancel. Alternatively, if a specific cancellation form or portal is provided by us, you may use that channel. We will acknowledge your cancellation request within 2 business days and guide you on any next steps.
  • Notice Period: We require a notice period for cancellation of ongoing services (such as monthly retainer agreements). Unless your Service Agreement specifies otherwise, please provide at least 30 days’ notice prior to the desired cancellation date. This notice period allows us to properly close out projects, finalize reports, and off-board your account in an orderly manner. If you give shorter notice, we may not be able to stop or change certain commitments (like an ad campaign already scheduled). In such cases, you might be billed for the current billing cycle or costs that couldn’t be avoided.
  • Fixed-Term Contracts: If you have signed up for a service with a minimum term or a fixed-duration project (e.g., a 6-month campaign or an annual contract), cancellation might only be effective at the end of the committed term. Early termination of a fixed-term contract may be subject to a penalty or fee as described in your Service Agreement. For example, if you cancel a one-year contract after 6 months, you may owe a cancellation fee or the remaining unpaid portion of the contract, depending on agreed terms. We will follow the specific contract provisions in such cases.
  • One-Time Projects: For one-time or short-term projects (e.g., a website redesign or a single campaign setup) without an ongoing retainer, you may cancel before the project completion, but you will be responsible for costs of work already done (see Refunds section below for how those are calculated). Once the project deliverables are completed and delivered, cancellation is generally not possible (the project is simply finished).
  • Confirmation of Cancellation: Upon processing your cancellation request, we will confirm the effective date of termination of services in writing. We will also outline any final service or support we will provide during the notice period (if any), and what access might be revoked. For instance, if we had access to your advertising accounts or websites, we might coordinate a revocation of our access on the termination date for security. We might also provide final deliverables or reports as part of project closure.
  • Impact on Services: After cancellation takes effect, we will cease all ongoing work and scheduling on your behalf. Any scheduled content or ads beyond the cancellation date will be canceled (if possible) to avoid further charges. It is your responsibility to save or backup any deliverables or reports we’ve provided prior to cancellation; while we keep archives, we cannot guarantee indefinite availability of your materials after the relationship ends.

We understand plans can change, and we will handle all cancellation requests professionally. Keep in mind that canceling services may mean losing any bundled discounts or preferential rates you had for longer commitments; if you restart services later, standard pricing would apply unless otherwise agreed.

Refund Policy

Our goal is to be fair with clients while also accounting for the work and resources we invest. Refund eligibility depends on the timing of cancellation and the extent of services already rendered:

  • Upfront Payments: If you paid in advance for a package or a period of service (for example, a quarterly prepayment or a bundle of services) and you decide to cancel before we have started the work or used any resources, you are generally eligible for a full refund of that prepaid amount. We will deduct only any nominal charges that might have been incurred (e.g., non-recoverable transaction fees, if applicable). If you cancel very shortly after payment and no work has begun, full refunds are typically granted.
  • Work in Progress: If work has already commenced on your project and you cancel mid-way, we will provide a pro-rata refund for the portion of work not yet completed. Conversely, you will be charged (or we will retain) payment for the portion of work that has been completed or incurred up to the cancellation effective date. For example, if you paid for an entire month but cancel halfway through and roughly 50% of the services (in terms of time or deliverables) have been delivered, we may refund the remaining 50%. We will calculate the refund fairly by evaluating deliverables produced, hours expended, and any third-party costs incurred on your behalf (such as advertising spend or software subscriptions). Any such calculation will be explained to you.
  • Non-Refundable Items: Certain fees are non-refundable once work is underway or completed:
    • Setup or Discovery Fees: If your agreement included an initial setup fee or discovery phase fee (to cover initial research, audits, strategy planning), that fee typically is non-refundable after we have conducted the initial work, even if you cancel soon after, because those efforts have been invested early.
    • Third-Party Costs: Money spent on third-party services at your request or as part of your campaign (for example, paid advertising budgets, domain purchases, specific software licenses) cannot be recovered by us. Such costs will be deducted from any refund. In some cases, you may continue to have access to or ownership of those (e.g., you keep the ad account and any remaining ad balance if possible), but we can’t refund money that was paid to other platforms on your behalf.
    • Completed Deliverables: If a deliverable (such as a marketing video, a batch of content, a completed website, etc.) has been finished and provided to you, its allocated cost is not refundable. Marketing services are largely based on effort and intellectual property, so once delivered, you have received value that cannot be “returned.”
    • Monthly Services Already Provided: For ongoing retainer services, payments cover the efforts of our team for that billing period. If a month of service has already been completed (i.e., we have performed the work for that month), that month’s fees are not refundable. (However, if you cancel in the middle of a month, as stated above, we might refund the unused portion of the service time.)
  • Refund Process: If you are entitled to a refund as per the conditions above, we will process it within [X] business days (insert a number, e.g., 14 business days) from the time of cancellation confirmation. Refunds will be made via the original payment method whenever possible. For example, if you paid by credit card through Stripe, we will issue the refund to that same card via Stripe. You will receive an email confirmation once the refund is processed. Please note that it may take additional time for the refunded amount to reflect in your account depending on your bank or card issuer’s processing times.
  • Dissatisfaction and Service Issues: Pebblejar is committed to quality. If you are dissatisfied with the service or results, we encourage you to notify us as soon as possible (for instance, if deliverables did not meet agreed specifications or quality). We will work with you to address your concerns – often through revisions or additional efforts – in line with the scope of work. If the issue is that a specific deliverable was not up to standard or an agreed key performance indicator was missed due to our fault, we will strive to correct it at no additional charge. Refunds for dissatisfaction are not guaranteed, especially if the services were provided as agreed; however, we will assess on a case-by-case basis. In cases where we clearly did not deliver what was promised, we may offer a partial or full refund as appropriate, or a credit towards future services, at our discretion. Our goal is a fair resolution – we value our reputation and client relationships.
  • No Chargeback Abuse: If you are eligible for a refund, we will provide it through the channels described. We ask that you do not initiate chargebacks with your credit card provider without giving us a chance to resolve the issue first. Unwarranted chargebacks after services are delivered may be contested by us with documentation. Our transparent Policy aims to avoid the need for chargebacks by clearly defining how refunds are handled.

No Refund Situations

While we aim to be accommodating, there are certain scenarios where refunds will not be provided:

  • Services Fully Delivered: As implied above, if a project or service is fully completed and delivered to you as per the agreement, and there were no issues raised within a reasonable time of delivery, we consider the contract fulfilled. At that point, payments made are non-refundable (except if later issues are found that are our fault, which we would fix rather than refund, or extraordinary circumstances). For example, if we completed a marketing campaign and provided all reports, a refund for that campaign after the fact is not available simply because, say, the sales outcomes didn’t meet your hopes. We can’t undo work that was done and time spent.
  • Change of Mind or Delay in Utilization: If you decide not to use the services or deliverables after we have started or completed them (for reasons unrelated to our performance), we generally do not offer refunds. For instance, if we created ad content but then you change your strategy and no longer want to run the ads, that is a change of mind on your side. We will assist in pivoting the strategy, but it doesn’t warrant a refund for work already produced. Similarly, if you delay a project and then later cancel after we’ve kept resources allocated for you, we may have to charge for the time reserved or work done to date.
  • Client Breach or Termination for Cause: If we terminate the services due to your breach of the agreement (such as non-payment, fraudulent activity, or other violations), you will not be entitled to a refund for services already provided. In some cases, we might even demand compensation for work in progress or damages, depending on the situation. The refund policy is meant for good-faith cancellations, not terminations arising from contract breaches.
  • Force Majeure and Delays Outside Our Control: If services are disrupted or cannot be delivered on time due to events outside of our control (e.g., natural disasters, major internet outages, third-party platform failures), we will resume work as soon as possible or discuss alternate arrangements with you. Such delays do not automatically qualify for refunds, provided we do eventually deliver the service (with an adjusted timeline). We will always communicate and be fair in these scenarios, possibly pausing billing during extended force majeure delays.
  • Expired Services: If a service came with a validity period or deadline for use (for example, a training session that had to be scheduled within 3 months), and you failed to schedule or use the service within that time without our fault, the opportunity may be considered forfeited without refund. We usually try to accommodate rescheduling, but extremely delayed utilization might not be possible if resources are no longer available.

Partial Service Delivery & Client Dissatisfaction

We take client satisfaction seriously. Here’s how we handle situations involving partial delivery or dissatisfaction:

  • Partial Deliverables: If a project is ended early (by cancellation or mutual agreement) and only a portion of deliverables have been completed, we will provide you with the work done up to that point (assuming you have paid for it or are willing to pay the pro-rated amount due). For example, if a content calendar for a month was only half done, we will give you the completed portion. The billing will align with what you receive – you won’t be charged for work that was not done. In a retainer scenario, if mid-month termination occurs, we might provide services up to the termination date and not beyond, and adjust fees accordingly.
  • Quality Issues: If you believe a deliverable is not up to the agreed standard or contains errors, please inform us within [X days] of receiving the deliverable (e.g., within 7 days). We will review your feedback and, if we find the work was indeed not as per the agreed specifications or contained mistakes on our part, we will correct the deliverable at no additional cost to you. For instance, if an SEO report missed analyzing some agreed keywords, or a design had errors, we will fix it. Revisions and edits are typically part of our service process – your Service Agreement may specify how many revision rounds are included. We will honor those and even beyond if it’s to correct an oversight from our side.
  • Expectation Management: Digital marketing can be subjective, and “dissatisfaction” can sometimes arise from expectations not aligning with reality. We pledge to set realistic expectations in our agreements (for example, we avoid guaranteeing specific results that are beyond our control). If you are unhappy that a campaign didn’t yield a certain ROI, we will certainly discuss and tweak strategy, but that alone, if we performed the work diligently, may not qualify as a service failure. However, we aim to learn from any outcome – if dissatisfaction stems from miscommunication or misalignment, we’ll take that as feedback to improve. We might offer a goodwill gesture such as extra consulting time or a small free service to make up for disappointment, even if a refund isn’t warranted by strict policy.
  • Escalation: In the rare case that you feel your concerns are not being addressed to your satisfaction by your usual point of contact, you can request to escalate the matter to our management. A fresh review will be done to ensure fairness. We believe in integrity and would rather part on amicable terms with a refund, if justified, than to have an unhappy client. So, we do encourage open dialogue about any issues.
  • Documentation: When evaluating partial delivery or dissatisfaction claims, we will refer to the original agreement, documented communications, and acceptance criteria for deliverables. This is why we keep records of campaign plans, approvals, and changes. Both parties are expected to honor what was agreed. If a deliverable was accepted (formally or by silence) and later you change your mind, that’s different from a deliverable never meeting requirements. We will always try to be reasonable, but we also ask clients to be mindful of the effort invested.

Dispute Resolution

If there is a dispute regarding cancellations or refunds that we cannot resolve through simple communication, both Pebblejar and the client agree to the following steps, aligned with our Terms of Service:

  1. Good Faith Negotiation: First, we will engage in good faith discussions to resolve the dispute amicably. This may involve management-level calls or meetings to understand each other’s perspectives and to find a mutually acceptable solution. Our experience is that most issues can be resolved at this stage with honest communication.
  2. Mediation (Optional): If direct negotiation fails, we might propose mediation by a neutral third party. Mediation is a voluntary, non-binding process where a mediator helps facilitate a resolution. It can be a cost-effective way to settle disagreements without formal action.
  3. Legal Action or Arbitration: As a last resort, if we cannot reach a resolution, the matter can be escalated to formal dispute resolution as per the Governing Law and Dispute Resolution clause in our Terms of Service. Typically, this means either arbitration (if mutually agreed) or litigation in the courts of appropriate jurisdiction (likely India, as per our Terms). The prevailing party in such proceedings may be entitled to recover legal fees, as allowed by law or contract.

Throughout the dispute resolution process, we will refer to this Cancellation & Refund Policy, the Service Agreement, and communication records as evidence of what terms were in place and how the situation aligns with those terms.

Please note that invoking a chargeback or involving a payment provider is also a form of dispute. We prefer to handle it directly, but if a chargeback occurs, we will provide the necessary documentation (like this Policy and proof of delivered work) to contest it if we believe it’s not justified. This is why we encourage using this Policy’s process first.

Changes to This Policy

Pebblejar may update this Cancellation & Refund Policy from time to time. Reasons for updates could include changes in our services, feedback from clients, or changes in legal requirements. When we make changes, we will:

  • Post the revised Policy on our website (typically on the “Cancellation & Refund Policy” page). The top of the Policy will show the “Last Updated” date.
  • If the changes are significant or affect existing clients in an active service, we will attempt to notify those clients directly (for example, via email or a notification in an account dashboard if applicable). Minor adjustments that do not materially affect your rights (like clarifying language) may not come with a direct notice, but will still be posted publicly.
  • Any changes will not retroactively apply to events that occurred before the change was published. For instance, if you signed a contract under an old policy and then we change the policy, the old policy terms might still govern that contract unless the changes were required by law or you agree to adopt the new terms. We’ll clarify this in any client communication if relevant.

By continuing to use our services or maintaining an ongoing relationship with us after a Policy update, you acknowledge and agree to the revised terms. If you do not agree with the changes, you should inform us and may need to cease using our services (in which case the prior policy would apply to the period before termination).

Contact Information

For any questions or clarifications regarding this Cancellation & Refund Policy, or to initiate a cancellation or refund request, please contact us:

Pebblejar – Customer Support
Email: support@pebblejar.in
Address: Pebblejar HQ, Sanjay MArg, Dharamsla, Himachal Pradesh, India-176215

We are here to help and will respond as promptly as possible. Clear communication is key, and we’re dedicated to treating our clients fairly and respectfully in all financial matters.

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