Refund Policy

Our services are delivered by skilled professionals whose time and expertise are committed to your project from the moment work begins. Refund eligibility therefore depends on the stage of the engagement, the type of service, and the specific circumstances of the request.

We approach refund requests on a case-by-case basis, in good faith, with the aim of reaching an outcome that is fair to both parties. We do not have a blanket "no refund" policy, nor do we offer unconditional full refunds once work has commenced.

All project-based service engagements require an advance payment (typically 50% of the total project value) before work commences. This advance payment serves several purposes: it confirms the client's commitment to the project, allows us to allocate dedicated team resources, and compensates for the planning and preparation work carried out prior to formal kickoff.

If a project is cancelled before any work has commenced — for example, if the advance is paid but the project kickoff materials have not yet been provided and no discovery work has taken place — the advance may be refunded in full or as a credit, at the Company's discretion, subject to review.

Project-based services include web design, web development, mobile app development, UI/UX design, graphic design, AI development, and any other one-time deliverable engagement. The following refund terms apply:

Where a project is cancelled mid-engagement, the Client is responsible for paying for all work completed up to the date of cancellation, calculated as a proportion of the total project scope and value. Any amount paid that exceeds the value of completed work will be returned to the Client.

Monthly subscription services include SEO plans, AIO/AEO/GEO plans, website maintenance AMC plans, and ongoing retainers. These are billed in advance at the beginning of each billing cycle.

• Cancellation with 30 days' notice: Monthly services may be cancelled by providing at least 30 days' written notice before the next billing date. No refund is issued for the current billing period — service continues until the end of the paid period.
• Cancellation within the billing cycle: No partial refund is issued for the unused portion of a billing cycle once a payment has been processed for that cycle.
• Cancellation before any work in the new cycle: If a cancellation request is received before any service activity has commenced in the new billing cycle — and the payment was processed in error or without prior notice — a refund of that payment may be considered at the Company's discretion.
• Minimum engagement periods: Some plans may specify a minimum engagement period (e.g., 3 months). Where such terms are agreed in writing, early termination within that period does not entitle the Client to a refund of payments already made.

Prepaid support hours are purchased as a block and can be used at any time — they carry no expiry date.

• Unused hours: Prepaid support hours that have not yet been utilised may be refunded upon request, subject to deduction of any administrative fees and provided no support tickets are currently in progress.
• Hours already used: No refund is issued for support hours that have already been consumed, as time and expertise have been expended against those hours.
• Partially used blocks: Where a block of hours is partially used, the used portion is billed at the standard hourly rate for that package and the unused remainder may be refunded, minus any difference in effective rate.

The following circumstances may entitle the Client to a full or partial refund, subject to verification:

• Company's failure to deliver: Where the Company fails to deliver the agreed project scope, and this failure is entirely due to the Company's default (not caused by client delays, lack of cooperation, or force majeure), the Client may be entitled to a proportionate refund for the undelivered portion.
• Project cancellation by the Company: If the Company cancels a project without a valid contractual reason and without the Client's agreement, any advance payment paid for work not yet commenced will be refunded.
• Duplicate payment: If you accidentally make a duplicate payment — paying the same invoice twice — the duplicated amount will be refunded in full upon verification, without deduction.
• Overcharge: If an invoice is issued and paid for an amount greater than what was agreed in the accepted Proposal or Quotation, the overpaid amount will be refunded upon identification and verification.

The following situations do not qualify for a refund:

• Change of mind after project commencement: A client's decision to no longer proceed with a project once work has begun does not entitle them to a refund of the advance or any payments made for completed milestones.
• Dissatisfaction with approved deliverables: If a deliverable — design mockup, development build, or creative work — has been approved by the client and the client later changes their preference or expectations, no refund applies. Revision rounds are included within scope to address reasonable changes before approval.
• Third-party service issues: We have no control over the availability, performance, or policies of third-party platforms and services (Google, Meta, Shopify, WordPress, Apple, etc.). Issues arising from third-party platform changes — including algorithm updates, policy changes, or API changes — do not constitute grounds for a refund of our service fees.
• Failure to achieve specific performance outcomes: We do not guarantee specific business outcomes such as search engine rankings, website traffic levels, conversion rates, or return on investment. Non-achievement of a desired performance outcome does not entitle a client to a refund of service fees paid, provided the agreed service was delivered as specified.
• Client-caused delays or project abandonment: If a project is delayed or stalled due to the Client failing to provide required materials, content, feedback, or approvals, no refund applies to advance or milestone payments already made.
• Completed and delivered work: Once a project milestone or full project has been delivered and signed off, no refund is applicable regardless of any subsequent change in the client's requirements, business direction, or circumstances.

If you believe you are entitled to a refund under this policy, please follow the steps below:

Once a refund is approved, processing times depend on the payment method used:

These timelines reflect our processing plus the external payment network's processing. Delays beyond our control — particularly with credit card refunds — may extend the timeline. We will provide you with a refund confirmation and transaction reference once the refund has been initiated from our end.

If you have a concern about a payment, we strongly encourage you to contact us directly before escalating to your bank or payment provider. Direct communication allows us to resolve most issues quickly and without the additional delays and complications of a formal dispute process.

Please send payment dispute queries to admin@neelnetworks.com with your invoice number, payment details, and the nature of your concern. We will respond within 2 business days and work towards a fair resolution.

All unresolved disputes are subject to the governing law and dispute resolution process outlined in our Terms of Service.

A chargeback is a reversal of a payment initiated by your bank or card issuer, bypassing the seller. We request that you contact us directly to resolve any payment dispute before initiating a chargeback, as chargebacks cause significant administrative burden and financial harm to small businesses.

Where a chargeback is initiated by the Client without first attempting resolution with us, and the chargeback is found to be unsubstantiated, the Company reserves the right to:

• Provide evidence of delivered services to the payment processor to contest the chargeback
• Recover the chargeback amount and any associated fees from the Client
• Suspend or terminate any ongoing service engagements pending resolution
• Decline future service engagements with the Client

Legitimate chargeback disputes for unauthorised transactions or billing errors are always handled promptly and cooperatively.

For all refund requests, payment queries, or concerns, please reach out to us directly. We are committed to resolving issues fairly and efficiently.

We aim to respond to all privacy-related queries within 5 business days. For data rights requests, we will respond within 30 days as required by law.