Refunds &
cancellations.

01Where this policy applies

This policy applies to services supplied by Voro Ventures Private Limited through Voro.work where incorporated into your accepted agreement. Read it with your written Scope, the Terms & Conditions and Delivery Policy. A specifically negotiated signed cancellation provision takes priority only to the extent lawful.

Digital services are performed over time and can involve custom work and irreversible provider purchases. There is no general change-of-mind refund for work properly completed. There is also no blanket rule that every advance is non-refundable. We account for what has been earned, what has genuinely been committed and what remains unused. Mandatory consumer and other statutory remedies take priority.

02How to request cancellation

Email hello@vorohq.com from the authorised project or billing contact. Include the client’s legal name, project or service, invoice and payment reference, requested end date, reason and any disputed deliverable. We may verify identity before making changes to accounts or payment instructions.

A cancellation notice is effective when received at that address, subject to an agreed notice period. An internal processing delay does not move the receipt date. We acknowledge complaints and cancellation requests within 48 hours. A call or WhatsApp message can alert the team but should be followed by email so the instruction is recorded.

Once a valid cancellation is received, we stop avoidable new work and discretionary purchases for the affected project as soon as practical. We may carry out necessary security, preservation or orderly closure steps, explaining any cost. We will not create new costs merely to reduce a refund.

03Fixed-fee projects and unused advances

A payment milestone is a billing arrangement, not proof that its entire amount was earned. We consider the accepted Scope, milestone values, actual progress and records. Where partial work has no separately agreed value, we use a reasonable documented allocation of the project fee; an hourly valuation is used only if an applicable rate was agreed. We do not charge twice for the same work.

Illustration: if an advance of ₹50,000 has been paid, documented earned work is ₹20,000 and an approved irrecoverable purchase is ₹5,000, the balance before applicable tax adjustments is ₹25,000. This is an explanation of the calculation, not a fixed cancellation tariff.

If properly earned fees exceed the amount already paid, the unpaid balance may remain due, subject to evidence, the agreed price and your legal rights. Cancellation does not automatically accelerate the whole original project price.

04Retainers, subscriptions and minimum commitments

Unless a different notice period is expressly agreed, either party may end a monthly recurring service on 30 calendar days’ written notice. Fees during that notice period relate to services or agreed capacity actually made available. We will confirm the last service date, any partial-period calculation and scheduled renewals.

Where a retainer expressly reserves defined team capacity, unused client-request capacity within a started period is not automatically refundable if it was genuinely reserved, available and we were ready to perform. Where payment is instead for specific activities or a measurable volume of work, unperformed work is reconciled. Capacity or work we failed to provide is not deemed earned because the calendar month ended.

There is no cancellation penalty or minimum term unless it was clearly set out and accepted before booking. Any such provision remains subject to reasonable compensation and applicable law. Fees for an unstarted period beyond a valid notice obligation are refundable. We will not renew an agency subscription after the agreed end date without a further authorisation.

Third-party subscriptions, domains and licences renew under the provider’s terms. Ask for cancellation before their published renewal deadline. An unavoidable provider renewal is chargeable only where you authorised the renewal arrangement, received the relevant information and we did not fail an agreed cancellation instruction.

05Third-party purchases, ad spend and setup work

Domains, hosting, software licences, plugins, themes, stock assets, platform charges, message credits, AI/API usage and ad spend may be non-refundable or partly refundable under the provider’s rules. We deduct only amounts that were approved, actually incurred, properly disclosed and cannot reasonably be recovered. We pass through any provider refund or credit belonging to you after it is received, without double recovery.

Ad spend already consumed is separate from our management fee. Unspent funds held by an ad platform must normally be recovered from that platform or account owner. Unused client funds held by us are reconciled and returned where not lawfully committed. A setup fee covers the setup work actually performed; the label “setup” alone does not make the whole fee non-refundable.

Payment-gateway or bank charges are deducted from a refund only to the extent they are genuine, non-recoverable, disclosed and lawfully deductible. We do not impose a penalty for exercising a statutory cancellation or refund right. Applicable consumer-law restrictions on cancellation charges take priority.

06Non-delivery, defective work or cancellation by us

If we materially fail to supply the agreed service, notify us with the affected requirement and supporting detail. Where appropriate, we will offer a reasonable opportunity to correct or re-perform it. A remedy that must be provided immediately by law is not delayed by an internal review process.

If we cannot provide an effective remedy within a reasonable agreed period, we will reconcile a refund for the affected undelivered or unusable work as required by the contract and law. You do not have to accept store credit instead of a cash refund where a monetary refund is due. A mandatory right to a fuller refund, compensation or another remedy remains available.

If we cancel for our own convenience without your breach, we return fees for work we will not perform and account fairly for any delivered work you can use. We do not charge you our own avoidable cancellation or restart costs. If you caused a material breach, lawful suspension or termination is still followed by a documented account; it is not an automatic forfeiture of every payment.

07What does not, by itself, establish a refund

A change in business strategy, a newly preferred visual direction, a request outside the accepted Scope, a client-caused delay, unused available retainer capacity, a platform’s independent decision or sales below expectations does not by itself establish deficient service. SEO, advertising and AI services are subject to the specific result commitments, if any, in the Scope.

These examples do not protect us from our own breach. A provider issue, client edit or excluded event is relevant only to the extent it actually caused the problem. We will assess evidence rather than reject a complaint solely because work is digital, custom-made, launched or previously approved.

08Refund review and payment timing

We acknowledge a refund complaint within 48 hours and aim to resolve it within one month, with any shorter legal deadline taking priority. We may ask for relevant invoice, payment, access or defect information and will explain the outcome and any deductions in writing. An unusually complex review will be explained without suspending mandatory rights.

Once a monetary refund is approved, we normally initiate it within 7 business days, or sooner if the law or payment rules require. The bank or gateway may then take additional time to reflect the credit; we provide an available transaction reference and help trace a delay. Provider processing does not excuse an unreasonable delay by us.

Refunds go to the original payment method or the verified paying legal entity. Where that method is unavailable, we agree a verified alternative. We do not refund an unrelated person’s account on an unverified message. GST or other tax adjustments are made through the legally appropriate credit note or accounting process; statutory withholding is reconciled using the required records.

09Duplicate payments, unauthorised charges and bank disputes

Tell us promptly about a duplicate, mistaken or suspected unauthorised charge. We will investigate and return an established duplicate or incorrect receipt after verifying the transaction and any amount already reversed. No special service-cancellation fee applies to a genuine payment error.

You may use your bank’s, card issuer’s or payment provider’s lawful dispute process. Contacting us first can help resolve an error quickly, but it is not a condition for exercising a statutory or payment-network right. We may submit accurate delivery, approval and payment records in response to a dispute and pause only affected unpaid work after appropriate notice.

Neither party may recover the same payment twice. If a bank reversal and a direct refund overlap, we reconcile the duplication. A chargeback request is not, on its own, proof of fraud, nor does it authorise retaliation against client accounts or deletion of client data.

10Closure, files and escalation

On cancellation, the paid deliverables, any agreed rights, account access and available client-data exports are handed over under the Scope and settlement. A refund for a particular bespoke item does not also transfer ownership of that refunded item unless agreed, but your pre-existing materials and accounts remain yours. Any unpaid disputed work is identified separately.

Raise a complaint with company management at hello@vorohq.com, or write to Voro Ventures Private Limited, 22, 2nd Floor, Shankar Vihar, Nr. Nirman Vihar Metro Station, Delhi-110092. Include the project and invoice reference. You may pursue any competent statutory forum or other remedy available under mandatory law. No contractual complaint deadline shortens a legal limitation period.

11Indian law and exclusive Delhi jurisdiction

Indian law governs this policy and the contractual relationship. Subject to mandatory law, the courts of competent jurisdiction situated in the National Capital Territory of Delhi, India, shall have exclusive jurisdiction over all disputes, claims and proceedings arising out of or relating to this policy, our website or our services, including their formation, interpretation, performance, breach or termination. The parties agree to exclude the jurisdiction of other courts to the extent legally permitted.

This clause selects Delhi courts that otherwise have jurisdiction; it does not create jurisdiction where none exists. It does not exclude a consumer commission, statutory authority, tribunal or other forum whose jurisdiction cannot lawfully be excluded, or prevent a person from exercising a non-waivable statutory remedy. Any separate arbitration agreement must be expressly agreed in a signed writing; these policies do not impose compulsory arbitration.