MANDATORY MERCHANT POLICY • CASHFREE COMPLIANT
Cancellation & Refund Policy
At Viva La Design, we operate on mutual trust, meticulous craft, and unambiguous commercial clarity. Because our digital flagship architecture and direct booking engines involve specialized human labor and bespoke engineering, the following transparent cancellation and refund policy applies to all engagements processed via Cashfree or direct settlement.
1. Project Initiation & Advance Deposit
- Prior to Project Kickoff: If a client requests cancellation in writing within 48 hours of initial agreement execution and prior to the initiation of design sprints or technical audits, a 100% full refund will be returned to the original payment source.
- Commencement of Sprints: Once discovery interviews, wireframes, architectural planning, or development sprints have commenced, the initial project deposit covers dedicated agency resources and is non-refundable.
2. Milestone-Based Refund Framework
- Project work is executed in staged milestones as detailed in each Statement of Work (SOW).
- Each milestone requires explicit client review and sign-off before subsequent phases begin.
- Once a milestone has been approved and delivered to staging or production, fees for that completed milestone are earned and non-refundable.
- If either party elects to cancel the engagement during an ongoing phase, billing is prorated strictly based on deliverables finalized up to the formal cancellation date. Any unearned pre-payments for uncommenced milestones are refunded in full.
3. Monthly Retainers & Maintenance Subscriptions
- Ongoing digital flagship maintenance retainers can be cancelled by the client with a 15-day written notice prior to the start of the subsequent monthly billing cycle.
- Retainer fees for active cycles in progress are non-refundable.
4. Refund Processing & Turnaround Timelines
Approved refunds are processed promptly through our merchant payment gateway partner, Cashfree Payments, and credited back to the original funding account (Credit Card, Debit Card, Net Banking, or UPI) within 5 to 7 business days depending on the issuing bank.
