Overview

Perceptra is committed to delivering high-quality digital solutions, brand strategy, and growth services. This policy outlines our refund terms, payment structure, and service guarantees to ensure clarity and fair expectations for all clients.

Payment Terms & Structure

Initial Consultation ()

• 30-minute discovery call to understand your business, goals, and challenges
• No payment required - completely complimentary
• Outcome: Custom strategy proposal and project roadmap

Project Proposal & Agreement

• After discovery, we provide a detailed proposal with:
• Scope of work (deliverables, timeline, milestones)
• Investment breakdown (project fee or monthly retainer)
• Payment schedule (when payments are due)
• Terms and conditions

Payment Structure Options

Option 1: Project-Based Pricing

• 40% deposit (due upon agreement signing)
• 30% upon project kickoff (Week 1)
• 30% upon delivery/launch

Option 2: Monthly Retainer

• First month: Full payment due before work begins
• Subsequent months: Payment due by the 1st of each month
• Minimum commitment: 3 months

Option 3: Milestone-Based

• 50% upfront deposit
• 50% upon final delivery and acceptance
• Applicable for short-term, specific-deliverable projects

Accepted Payment Methods

• Bank transfer (NEFT/IMPS)
• Credit card (2% processing fee)
• UPI
• Cheque (cleared before work begins)

Refund Policy

Refunds ARE Provided (Pre-Project Start)

If you cancel BEFORE project work officially begins:

Conditions:

• Cancellation must be communicated in writing (email)
• Refund processed within 7-10 business days
• No refund if we've already incurred costs (e.g., domain registration, tool subscriptions on your behalf)

Refunds NOT Provided (After Project Start)

Once project work officially begins, refunds are NOT available. This includes:

• Strategy sessions completed
• Content created (blogs, copy, designs)
• Development work begun
• SEO audits conducted
• Research and analysis completed
• Meetings and consultations held

Reason: Once we've invested time, resources, and expertise into your project, those costs are non-recoverable. You retain ownership of all work completed up to the cancellation point.

Project Phases & Cancellation Terms

Phase 1: Discovery & Strategy (Week 1-2)

• Status: Pre-project phase (refund possible up to this point)
• Deliverables: Business audit, competitor analysis, custom strategy
• If cancelled: 75% refund available

Phase 2: Project Kickoff & Planning (Week 2-3)

• Status: Project officially starts
• Deliverables: Project timeline, resource allocation, team assignment
• If cancelled: No refund (work has begun)
• You receive: All planning documents, strategy blueprint, partial deliverables

Phase 3: Execution (Week 4+)

• Status: Active development/implementation
• Deliverables: Content, code, designs, campaigns, etc.
• If cancelled: No refund
• You receive: All work completed to date, documentation, full IP ownership

Phase 4: Review & Launch (Final weeks)

• Status: Project near completion
• Deliverables: Testing, refinements, deployment
• If cancelled: No refund
• You receive: Final deliverables, training, handover documentation

What You Own After Payment

Regardless of project outcome, you own:

All content created (copy, designs, code, graphics)

All strategy documents and analysis

All research and recommendations

Project files, source files, and documentation

Full intellectual property rights

Complete access to all tools and platforms created

You can:

• Use deliverables with another vendor
• Publish content independently
• Share strategy with other agencies
• Leverage work for your own marketing

When Refunds MAY Be Considered

We understand that circumstances change. We'll consider partial refunds in these scenarios:

1. Perceptra Fails to Deliver

• If we miss agreed-upon milestones by >2 weeks without communication
• If deliverables fail to meet the minimum quality standards outlined in the scope
• If we cannot deliver the core service (e.g., website development for a web project)

Process:

• You must notify us in writing within 3 days of issue
• We have 7 days to remedy the problem
• If unresolved, a refund is considered on a case-by-case basis

2. Scope Creep (Unforeseen Complexity)

• If the project proves significantly more complex than initially estimated
• Additional investment required becomes unreasonable
• We'll discuss revision of scope, timeline, or fee

Process:

• Honest discussion with project manager
• Updated proposal provided
• If unacceptable, discuss partial refund or reduced scope

3. External Factors Beyond Control

• Client's business shuts down or pivots completely
• Major personal emergency prevents project continuation
• Business circumstances change drastically

Process:

• Communicate reason and timeframe
• We'll discuss what's achievable at reduced investment
• Potential partial refund if we mutually agree to exit

What Triggers "Project Start"

A project officially starts when ANY of these occur:

1. Strategy session completed - We've conducted your business/market analysis
2. Content research begun - We've started keyword research, competitive analysis, or content planning
3. First deliverable initiated - We've begun design mockups, code, copy, or any tangible work
4. Meetings scheduled - We've assigned team members and scheduled kickoff meetings
5. Tools/infrastructure setup - We've registered domains, set up hosting, created accounts in your name
6. First invoice issued - Milestone 2 payment triggered (project officially underway)

Month-to-Month Retainer Cancellations

Early Termination

• Notice required: 30 days written notice (email)
• Current month: Must pay in full
• Subsequent months: Cancelled
• Refund: No refund for current month; next month's charges cancelled
• Transition: 7 days of knowledge transfer and handover documentation provided

Example:

• Retainer starts: January 1
• Cancellation notice: March 15
• Final invoice: March (full month)
• Last work day: March 31
• Handover: March 24-31

What You Get Upon Cancellation:

• All work completed in current month delivered
• Complete documentation of strategies, changes, and recommendations
• Passwords/access to all accounts and tools
• Training call (up to 2 hours) to transition work
• 7 days of email support for questions

Non-Refundable Items

The following items are never refundable, even if project doesn't proceed:

Dispute Resolution

If You Disagree With a Charge

Step 1: Contact within 30 days (email to hello@perceptra.in)

• Describe the issue clearly
• Provide relevant project context
• Propose resolution

Step 2: We respond within 5 business days

• We explain the charge and scope alignment
• If you disagree, we escalate to senior management

Step 3: Mediation (if needed)

• Both parties present case
• A third-party decision-maker reviews evidence
• Decision is binding

Step 4: If still unresolved

• Small claims court or formal arbitration
• Governed by Mumbai jurisdiction and Indian law

Timeline for Dispute Resolution

• Claims must be filed within 30 days of charge date
• Claims older than 60 days forfeit right to dispute

Service Guarantees (What We Promise)

Delivery Guarantee

• All deliverables shipped by agreed deadline (±3 days grace)
• If delayed, discount applied: 5% per week of delay
• Exception: Client scope changes extend timeline automatically

Quality Guarantee

• All work meets industry standards and your specifications
• Revisions included up to 3 rounds per phase
• If quality is subpar, we'll redo at no additional cost

Communication Guarantee

• Response to emails within 24 hours (business days)
• Weekly project status updates (retainer clients)
• Monthly strategy reviews (retainer clients)

Ownership Guarantee

• You retain 100% ownership of all deliverables
• No hidden clauses or IP retention
• Full transfer of assets upon project completion

Client Responsibilities

To qualify for our guarantees, you must:

1. Respond timely - Reply to our requests within 48 hours (or notify of delay)
2. Provide feedback - Give clear, actionable feedback on drafts/deliverables
3. Make decisions - Don't indefinitely delay approvals; set decision deadlines
4. Pay on time - Submit payments by agreed dates
5. Communicate scope changes - Notify us of any project changes immediately
6. Provide access - Give us needed access (Google Analytics, CMS, email, etc.)

If client delays/fails in these areas:

• Timeline automatically extends
• Additional fees may apply
• Delivery guarantee suspended during delay period

Special Cases & Exceptions

1. Website Projects with Hidden Complexity

If your website has technical complexity we didn't anticipate (legacy code, complex integrations, hosting issues), we'll:

• Notify you within 3 days
• Provide updated timeline and cost estimate
• Give you option to proceed or exit with partial refund

2. SEO Projects with Unrealistic Goals

If your SEO targets (e.g., "rank #1 in 30 days") prove unrealistic after initial audit, we'll:

• Provide honest assessment
• Recommend realistic timeline
• Offer to restructure scope/investment or exit cleanly

3. Illness or Emergency

If you experience personal emergency that makes project infeasible, we'll:

• Pause project (no charges during pause, up to 30 days)
• Resume when ready, or
• Exit with refund of unused services (proportional)

4. Bankruptcy or Business Closure

If your business closes mid-project:

• No refund obligation, but
• We'll transfer all work/assets to you immediately
• Provide knowledge transfer documentation
• Clear termination with no ongoing charges

How to Request a Refund

Step 1: Send Written Request

Email: refund@perceptra.in or hello@perceptra.in

Include:

• Your name and project name
• Project start date
• Reason for refund request
• Refund amount requested
• Supporting documentation (if applicable)

Step 2: We Respond Within 5 Business Days

• Confirmation of receipt
• Our assessment of refund eligibility
• Next steps

Step 3: Processing (if approved)

• Refund processed within 7-10 business days
• Original payment method used (bank transfer, card, etc.)
• Confirmation email with transaction reference

Step 4: Project Asset Handover

• All work completed to date
• Full documentation and source files
• Passwords and access credentials
• Knowledge transfer call (if applicable)

Guarantee Void Situations

We cannot guarantee refunds or service if:

• Client misrepresented their business or needs
• Client failed to provide access/information needed for project
• Client repeatedly changed project scope
• Client failed to respond for >14 days during active project
• Client's industry/services violate laws or ethical standards
• Payment was made fraudulently or with unauthorized credit card
• Client engaged in abusive or harassing behavior toward team