Project Initiation
Upon SOW execution and receipt of any initial deposit, we schedule resources and commence work. All deposits are non-refundable after the project kickoff date, except where otherwise specified below.
Cancellation by Client
Clients may cancel a project in writing prior to official kickoff. In such cases:
- If cancelled within 7 days of proposal acceptance, the initial deposit (up to 20% of total project fee) will be refunded in full.
- Cancellations made more than 7 days post-acceptance will forfeit the deposit, covering resource reservation and preliminary planning.
Termination for Cause
If the Agency terminates for the Client’s material breach (e.g., non-payment or failure to provide required access), the Client remains liable for all Services performed up to termination and any non-cancelable commitments.
Refund Eligibility
Refunds are only available under the circumstances outlined above. No refunds apply to time & materials engagements after work has started, nor to retainer hours already delivered.
Credits & Roll-Overs
Unused retainer hours may be rolled over up to three (3) months from the original invoice date. Beyond this period, unused hours expire and are not refundable.
Force Majeure & Delays
In cases of force majeure or significant delays caused by the Client (e.g., holding milestones), the Agency is not responsible for timeline extensions or fee adjustments beyond the scope of agreed Change Requests.
Support & Maintenance
Post-launch support and maintenance retainers are governed by separate agreements. Cancellation of such services follows the terms outlined in those contracts.
How to Cancel or Request a Refund
Submit cancellation or refund requests in writing to support@marksense.in. Include your project reference number and reason for cancellation. We will acknowledge receipt within two business days and process any eligible refunds within 30 days.