Quick summary: 30 days' written notice required to cancel. Monthly fees already paid are non-refundable. No pro-rata refunds for partial months. Refunds are processed via Stripe and take 5–10 business days. Advertising spend is paid directly to ad platforms and cannot be refunded by us. Where a written performance guarantee exists, the remedy is continued service at no charge — not a cash refund.
SCALE Service delivers done-for-you marketing infrastructure requiring significant upfront investment — including system architecture, platform integrations, automation workflows, creative production, and campaign configuration. Because this work is initiated at the start of each engagement, our cancellation and refund terms reflect that investment.
This policy applies to all SCALE Service service agreements, retainers, and project-based engagements. It is governed by the Indian Contract Act, 1872, and the Consumer Protection Act, 2019. Where a signed Service Agreement contains specific cancellation or refund terms, those terms take precedence over this general policy.
You may cancel any ongoing service agreement at any time by providing a minimum of 30 days' written notice to SCALE Service. Cancellation becomes effective at the end of the current billing period or 30 days after written notice is received and confirmed by SCALE Service — whichever is later.
During the 30-day notice period, SCALE Service will continue to deliver all contracted services and you remain responsible for all fees during this period. Stripe will continue to process scheduled recurring charges during this period.
Any one-time setup, onboarding, or system build fees are non-refundable once work has commenced. Commencement is defined as any account access, campaign configuration, automation setup, or creative production — typically within 3 business days of signing.
Monthly retainer fees that have been charged to your payment method via Stripe are non-refundable. SCALE Service does not issue pro-rata refunds for:
Where a refund is approved, GST already remitted to the Government of India cannot be directly refunded by SCALE Service. You may be eligible to claim an input tax credit (ITC) adjustment — please consult your chartered accountant. We will issue a credit note as required under the GST Act.
For one-time projects (website builds, sales assets, automation setups), fees for completed milestones are non-refundable. Where a project is cancelled mid-way, you are responsible for fees proportional to the work completed at the time written notice is received, as assessed and invoiced by SCALE Service.
All refunds are processed through Stripe. Where a refund is approved by SCALE Service, it will be issued to the original payment method used for the charge. We do not issue refunds via bank transfer, UPI, or any other method outside of Stripe.
| Payment Method | Estimated Refund Time |
|---|---|
| Credit card (Visa / Mastercard / Amex) | 5–10 business days to appear on statement |
| Debit card | 5–10 business days |
| Net banking (via Stripe) | 5–7 business days |
| UPI (via Stripe) | 2–5 business days |
These timelines are estimates provided by Stripe and may vary depending on your bank or card issuer. Once SCALE Service initiates a refund through Stripe, the funds are outside our control — processing time is determined by your financial institution.
When a refund is initiated, Stripe will send an automated email confirmation to the email address associated with the original payment. You will also receive a confirmation from SCALE Service. If a refund does not appear within 10 business days of the confirmation email, contact your bank before contacting us.
Where a partial refund is approved (for example, a pro-rated refund for an exceptional circumstance), the partial amount will be processed through Stripe to your original payment method.
SCALE Service does not collect, hold, manage, or mark up Client advertising spend. All advertising funds are paid directly by you to the relevant advertising platforms (Meta, Google, or others) through your own payment methods and accounts.
SCALE Service has no ability to issue refunds for advertising spend under any circumstances. Clients seeking refunds for unused advertising credits must apply directly through the relevant platform's own refund or credit processes. Platform refund decisions are entirely at the discretion of the respective platform.
Where a written performance commitment is included in your Service Agreement, the following applies:
Service continuation remedy: If SCALE Service does not meet the agreed performance target within the commitment period specified in your Service Agreement, SCALE Service will continue to provide services at no additional charge until the target is met. This remedy is a continuation of service, not a cash refund of fees already paid and processed through Stripe.
Important conditions:
All cancellations must be submitted in writing by email. Follow these steps:
Email your cancellation notice to cancel@thescaleservice.com with the subject line: "Cancellation Notice — [Your Business Name]." Include your business name, the service being cancelled, and your requested effective date.
Receive written confirmation from SCALE Service within 3 business days confirming your effective cancellation date. Your 30-day notice period begins from the date of this confirmation. Stripe recurring charges will continue during this period.
Continue receiving services through the end of the 30-day notice period. SCALE Service will continue delivering all contracted work during this time.
Complete offboarding. SCALE Service will transfer all deliverables, provide a final performance summary, cancel the recurring Stripe billing arrangement, and revoke all account access within 5 business days of the final service date.
| Item | Action on Final Service Date |
|---|---|
| Stripe recurring billing | Cancelled — no further charges after the final billing cycle |
| Active campaigns | Paused (not deleted) — campaigns remain in your ad accounts |
| Advertising account access | SCALE Service access revoked within 5 business days |
| CRM & automation workflows | Paused and handed back to you |
| Creative assets & ad copy | All assets provided to you in full upon request |
| Final performance report | Delivered within 7 business days of cancellation date |
| Outstanding invoices | Immediately due — Stripe will attempt final charge |
| SCALE Service proprietary systems | All access revoked immediately upon termination |
Important: Initiating a chargeback or payment dispute with Stripe, your card issuer, or your bank without first contacting SCALE Service and completing our internal dispute process constitutes a breach of our Terms and Conditions.
If you believe you have been incorrectly charged, contact us first at billing@thescaleservice.com. We will investigate and respond within 5 business days. Most billing issues can be resolved quickly without involving Stripe or your bank.
If a chargeback is initiated by you for a valid, undisputed charge:
To raise a billing dispute legitimately, email billing@thescaleservice.com with your business name, the Stripe invoice or transaction ID, the amount in dispute, and your reason. We will acknowledge within 3 business days and resolve within 10 business days.
SCALE Service may consider refund or fee adjustment requests — processed via Stripe where approved — in the following circumstances:
All exceptional circumstance requests must be submitted to billing@thescaleservice.com with supporting documentation within 14 days of the event. SCALE Service will respond within 10 business days. Where a refund is approved, it will be processed through Stripe to the original payment method.
In accordance with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer handles complaints and refund disputes:
Grievance Officer — SCALE Service
Email: billing@thescaleservice.com
Acknowledgement: within 48 hours | Resolution: within 30 days
If your grievance is not resolved within 30 days, you may approach the appropriate Consumer Disputes Redressal Commission:
National Consumer Helpline: 1800-11-4000 | consumerhelpline.gov.in
Cancellations: cancel@thescaleservice.com
Billing Disputes & Stripe Charges: billing@thescaleservice.com
Privacy: privacy@thescaleservice.com
Website: thescaleservice.com
This policy does not constitute legal advice. SCALE Service recommends that clients seek independent legal counsel for questions relating to their rights. This policy is governed by the laws of India.