Refund policy

This page describes how we handle refund requests for services supplied by MNF Infotech, a proprietorship owned by Nancy Gopal Savaliya, registered in Surat, Gujarat, India under GSTIN 24HQXPB6184C1ZK. It applies to the development, engineering, cloud, data and marketing services we invoice directly.

Nothing is sold to the public through this website. There is no shop, no checkout and no payment taken on mnfinfotech.com. Money reaches us only against an invoice raised for an engagement that has been agreed in writing, which means every refund question has a document behind it that we can both read.

We may revise this page as our services change. The revision date shown with this document is the date of the current version, and the version in force when your engagement was agreed is the one that applies to it.

One idea decides almost every refund question: a refund returns money for work not yet performed and costs not yet incurred. It does not undo work that has already been delivered, and it cannot recover money that has already left our hands to a third party on your behalf.

Professional services are consumed as they are produced. Once specification, design, engineering or campaign management time has been spent on your project, that time cannot be returned to a shelf and sold again. The same is true of an advertising platform's inventory: once your ads have been shown, the impressions exist and the platform has been paid for them.

• Not yet started and not yet spent — generally refundable.
• Delivered, spent, or paid onward to a third party — generally not refundable.
• Charged by mistake — refundable regardless of the two lines above.

Everything that follows is an application of those three lines to particular situations. Where a case does not fit neatly, we reason from the same principle and explain in writing how we got to the answer.

How a refund is assessed depends on how the engagement was priced, so it is worth being clear about the structures we use. Your proposal will say which one applies, and an engagement can combine more than one.

Fixed-scope project

A defined deliverable at an agreed price, invoiced in stages against the milestones set out in the proposal.

Milestone billing

Payment tied to the completion of a named stage — a specification, a release candidate, a store submission — with each stage invoiced as it is reached.

Retainer

A recurring fee for an agreed volume of ongoing work such as maintenance, iteration, reporting or campaign management, invoiced for a defined service period.

Management fee plus media spend

For advertising work, our fee for running the account is separate from the money paid to the advertising platform for the ads themselves. The two are treated very differently for refunds.

Pass-through costs

Third-party charges incurred for your project — store fees, cloud usage, domain registration, API and licence costs — which we either bill on to you or ask you to pay directly to the supplier.

Payment terms, invoicing schedule and currency are set out in the applicable proposal, invoice or service agreement. Amounts are exclusive of GST unless the invoice states otherwise, and tax is charged as Indian law requires.

The two lists below cover the situations we are asked about most often. They describe our usual position rather than an exhaustive rule, and your agreement takes precedence over both.

Generally refundable

• Scope that has been paid for but not started, where the engagement is cancelled before that work begins.
• The genuinely unused portion of a prepaid retainer, where the engagement is cancelled in line with the agreement.
• An overpayment — you paid more than the invoice asked for.
• A duplicate payment, where the same invoice has been settled twice.
• An amount charged in error, including a charge for something you did not order and an incorrect figure on an invoice we issued.
• A prepaid balance held for pass-through costs that were never actually incurred.

Generally not refundable

• Work already completed and delivered, whether or not you have used it.
• Time already spent on discovery, audit, specification or design — including where the honest outcome of that work was a recommendation not to proceed.
• Advertising spend a platform has already delivered.
• Third-party charges already incurred on your behalf: store fees, cloud usage, domain registration, API calls and licences.
• Taxes already remitted to the authorities, except to the extent an adjustment is permitted under GST law.
• The fee for a service period that has already been worked, where a retainer is cancelled part-way through it.

This is the most common misunderstanding in performance marketing, so we state it plainly. Money put into an advertising account is not held by us. It is paid to the platform, and it is consumed as your ads are served.

Once impressions have been served, the platform has been paid and that money is gone. We cannot recover it, refund it, or set it against our own fee. That is true whether the campaign performed well, performed badly, or was paused on the same day it launched.

• Media spend already delivered is not refundable by us, on any platform, in any campaign.
• Un-spent budget sitting in a platform account is not ours to return — it remains in your account under the platform's own rules.
• Where we hold a prepaid balance for media that has not yet been placed with a platform, that balance can be returned to you.

Platform credits — for invalid traffic, billing corrections, policy decisions or outages — are decided by the platform alone, under its own terms and on its own timescale. We will raise the case, supply what the platform asks for and pass the outcome on to you, but we cannot promise a credit will be granted and we do not treat one as owed to you before the platform issues it. We are independent and hold no authority over any platform's decisions.

Our management fee pays for the work of planning, building, running and reporting on an account. It is earned by that work being performed and it is separate from campaign results. We do not guarantee approval, ranking, cost per acquisition, return on ad spend or any level of delivery, and a result falling short of a forecast is not by itself a ground for a refund of the fee.

The table sets out how we would usually approach the cases that come up most. It is a guide to our reasoning rather than a promise about any particular engagement, and the agreement covering your engagement takes precedence over it.

Send the request in writing to contact@mnfinfotech.com. Email is the only contact channel we publish, and it is the channel we act on, because a refund has to be matched to an invoice and that needs a record both of us can read back. We do not publish a telephone number, and a point raised in passing during a call is not something we can trace to a payment.

Please include enough for us to identify the payment without a round of questions:

1. 01The invoice number and date, and the amount you are asking us to return.
2. 02The date the payment was made and the method used.
3. 03The name on the account or card the payment came from, where that differs from your organisation's name.
4. 04The engagement, project or campaign the payment relates to.
5. 05A short explanation of why you believe a refund is due.
6. 06Any supporting document — a bank reference, a payment confirmation, or the correspondence you are relying on.

We acknowledge refund requests and keep you updated while we review. If we need something further from you, or need to wait on a third party such as a platform or payment provider, we will say what we are waiting for and why.

Every request is assessed on its own facts, against what the agreement says, what has actually been delivered, and what has already been paid out on your behalf. In practice we look at four things:

• The scope, milestones and cancellation terms in your proposal or service agreement.
• The work delivered to date — specification, design, code, configuration, account management and reporting.
• Third-party and platform costs already incurred or committed for your project.
• Anything already credited, offset or waived on an earlier invoice for the same engagement.

Where part of a request is well founded and part is not, we approve the part that is. We confirm in writing what we have approved, what we have not, and the reasoning behind it, including the arithmetic so that you can check our working.

An approved refund is issued to the original payment method and, wherever the payment system allows it, to the payer who made the original payment. We do not redirect a refund to a different account, person or instrument on request, because that is precisely how payment fraud is committed. Once we have released an amount, the time it takes to appear is in the hands of your bank or payment provider.

Retained and ongoing engagements are cancelled in writing to contact@mnfinfotech.com, giving whatever notice your agreement requires. You do not have to give a reason, although one usually helps us hand over well.

Cancellation takes effect for future service periods. The period you are in when you cancel is worked and charged, because the schedule, the capacity and — in campaign work — the account structure have already been committed to it. Work in progress at that point is either completed and invoiced or stopped and invoiced for what was done; we will tell you which we propose before we act on it.

• We stop new work and confirm the last day of service in writing.
• We hand over what has been produced and paid for: code, repositories, documentation, design files and reports.
• We hand back administrative control of any advertising, analytics or cloud account we hold on your behalf.
• We invoice completed work not yet billed, and return any genuinely unused prepaid balance.

We hold ourselves to the same terms. If we end an engagement — because the work has moved outside what we do well, or because continuing would put you at risk with a platform — we complete the current period or return the unused part of it, and we hand everything over in a state your next team can pick up.

GST on a refunded invoice

Where an invoice that already carries GST is refunded in whole or in part, the tax is adjusted in the manner Indian GST law requires — normally by issuing a credit note against the original invoice and reflecting it in the return for the relevant period. We refund the tax element only to the extent the law permits it to be adjusted, and we will send you the credit note for your own records.

Chargebacks

If you believe you have been charged wrongly, please write to us before going to your bank or card issuer. A chargeback turns a conversation we could have finished in a thread into a formal dispute that neither of us controls. Where one is raised, we will respond to the issuer with the agreement, the invoice and the record of work delivered, and we may pause work on the engagement until the dispute is resolved.

If we still disagree

Our aim is to settle refund questions directly and in writing, because most of them come down to a difference in what each side understood to be in scope, and that is resolved by reading the proposal together rather than by escalating. Where a direct resolution is not reached, this policy and your engagement with us are governed by the laws of India, and the courts at Surat, Gujarat have jurisdiction. Requests, questions and complaints about this policy all go to contact@mnfinfotech.com.