Free tools
The utilities at /tools/ are free. There is no charge to use them, no signup gate, no paid tier, and consequently no refund mechanism because there is no payment. If a tool fails or returns an incorrect result, the remedy is to email support@digitalheroes.co.in with reproduction details; we will reply within five business days and ship a fix on a published timeline.
Booking a call
Booking a thirty-minute call at /book/ costs nothing. You may cancel a booked call at any time before the meeting by replying to the confirmation email or writing to support@digitalheroes.co.in. If you no-show without notice, the slot is closed and we do not charge a fee, but please give us as much warning as you reasonably can so we can release the time to someone else on the calendar.
If we cancel or reschedule on you, we will offer the next available slot and, where the timing slip materially affected you (for example, you took unpaid time off to take the call), we will discuss a goodwill credit toward a future paid engagement on a case-by-case basis.
Job applications
Submitting an application at /careers/ costs nothing and creates no payment obligation in either direction. Applications can be withdrawn at any time by emailing hr@digitalheroes.co.in. Where we ask you to complete a paid take-home as part of the hiring process, the take-home fee is paid up front before you start, regardless of outcome; the fee is non-refundable in the sense that we do not claw it back, but you will not have given us anything to refund either.
Paid client engagements
The contractual terms covering refunds and cancellations on a paid engagement are written into the Master Services Agreement and the engagement-specific Statement of Work that you sign with us before work starts. The MSA and SOW are the source of truth; this page describes the principles those documents are built around so you know what to expect when you receive them. If anything in your specific MSA or SOW conflicts with what is written here, the signed document controls.
Deposits and milestones. Most engagements are structured as a sequence of milestones, with an initial deposit at signing followed by milestone payments tied to acceptance criteria documented in the SOW. The deposit is non-refundable once we have started work because it covers our scoping and team allocation cost; the rest of the engagement is structured so that you only pay for milestones we have completed and you have signed off on.
Cancellation by you. You may cancel an engagement at any time, for any reason, by giving written notice. On cancellation, we stop work, deliver everything we have completed up to that point, and invoice for completed milestones plus any work in progress against the next milestone (charged pro rata against the next milestone's value). The deposit covers the wind-down. We do not charge a kill fee on top of pro-rata work in progress; we do not pursue lost-future-revenue claims for the unstarted portion of the engagement. Source files and credentials we hold are returned within ten business days of full settlement of the final invoice.
Cancellation by us. We may cancel an engagement only for good cause: non-payment beyond the cure period set in the MSA (typically thirty days), repeated breach of the engagement's acceptable-use rules, conduct that creates legal exposure for our team, or a force majeure event that prevents us from performing for more than ninety days. Where we cancel for cause, you remain liable for completed milestones; we do not invoice for incomplete work and we refund any portion of a current-milestone payment that exceeds the work delivered.
Materially defective deliverables. If a deliverable does not meet the acceptance criteria documented in the SOW, the SOW's acceptance and rework process applies. We will rework the deliverable at our cost until it meets the criteria, within reasonable bounds defined in the SOW. If after the rework rounds defined in the SOW the deliverable still fails to meet acceptance, you may reject the deliverable and request a refund of the portion of the milestone payment associated with that specific deliverable. Refunds for defective deliverables are issued within fifteen business days of the parties agreeing on the refund amount in writing.
Retainer engagements. Where we work on a monthly retainer (Shopify maintenance plans, growth retainers, paid-acquisition retainers), the SOW sets a notice period of one calendar month for cancellation by either side. Pre-paid retainer hours that go unused at month-end roll over for thirty days and then expire; we do not refund unused retainer hours in cash because the team capacity for that month was reserved against your retainer.
Disputes about a refund
If you believe a refund is owed and the conversation through normal channels has not resolved it, escalate by writing to legal@digitalheroes.co.in with the subject line "Refund dispute — [your engagement name]". An officer will respond within seven business days with our position and, where appropriate, a proposed resolution. If the dispute remains unresolved after the officer-level review, the dispute-resolution clause in your MSA controls (typically negotiation in good faith first, then mediation, then arbitration or litigation as set out in the MSA's governing-law clause).
Statutory rights preserved
Nothing on this page limits any statutory right that applies to you. United Kingdom: the Consumer Rights Act 2015 (services to be performed with reasonable care and skill, within a reasonable time, for a reasonable price where price is not agreed) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply where you contract with us as a consumer. European Economic Area: the Consumer Rights Directive 2011/83/EU (and the Distance and Off-Premises Contracts implementations in each member state) applies where you contract with us as a consumer; you have a fourteen-day cancellation right unless you expressly request that we begin performing the service before the cancellation period ends, in which case you may still cancel but will pay for the work already performed. India: the Consumer Protection Act, 2019 applies to our dealings with consumers in India. Australia: the Australian Consumer Law guarantees apply to consumer transactions. United States: state consumer-protection statutes apply where the engagement is governed by a US state's law. Where any clause on this page or in an MSA or SOW conflicts with a mandatory consumer-protection right, the mandatory right prevails to the extent of the conflict.
How to request a refund
For any refund request — whether covered by this page, a signed MSA, or a statutory right — email support@digitalheroes.co.in with: the engagement name or invoice number, the reason for the request, and the bank account or payment method to which the refund should be issued. We acknowledge receipt within two business days, review within five business days, and (where the refund is approved) issue payment within fifteen business days of approval. Refunds are issued back to the original payment method by default; if that method is no longer available, we will agree on an alternative in writing before paying out.
Contact
Refund and cancellation queries: support@digitalheroes.co.in. Escalations and disputes: legal@digitalheroes.co.in. We respond from any of our staffed offices in New York, Delhi, London, Lucknow, or Sydney depending on your timezone.