Effective date: 15 October 2026 · Applies to orders accepted after publication.
This policy is intended to describe fair cancellation, refund and billing practices for website development, SEO, digital marketing, subscriptions, website maintenance and other VYLINO digital services. The accepted quotation or Statement of Work (SOW) may set clearer milestones or service-specific conditions, but cannot take away mandatory consumer rights.
1. How to request cancellation or a refund
Email contact@vylino.com with subject “Cancellation / Refund — Order #…”, your order or invoice number, purchased service, reason and requested remedy. We may ask for limited information needed to verify the order; never send OTPs, passwords, CVVs or full bank or card credentials. The date the request reaches our published support channel will be recorded.
2. 50% advance before website work starts
Unless a written quotation clearly specifies another arrangement, a custom website project requires a 50% advance before starting. The payment reserves project resources and permits discovery, planning, design and development work. Once authorised work begins, the amount fairly attributable to documented work actually done and agreed non-recoverable commitments is ordinarily retained if the customer changes their mind. There is no unconditional “no refund under any circumstances” rule: if the project has not started, expenses are not supported, VYLINO fails materially to perform or mandatory law provides a remedy, the customer may be eligible for refund of the unearned portion.
After receipt of the advance and the essential project brief, content, images, lawful logins and access, the development clock commences on the later date when both requirements are met. Mere quotation, invoice generation or payment without essential customer inputs does not mean development has started. VYLINO must give written notice of material delays and reasonably adjust the proposed schedule for missing customer material.
3. Stage-based payments and cancellation of part-completed work
The default one-time website-development milestone schedule is 50% upfront, 30% when the substantial agreed site is ready for preview/review, and the final 20% payable on the final delivery/go-live date against the final invoice. For example, a ₹10,000 website project uses ₹5,000 advance, ₹3,000 at the conforming staging preview and ₹2,000 on the documented delivery day. The preview must be sufficiently complete to check the agreed features. Final delivery requires a practical handover of the agreed deliverables, not a draft screenshot.
If a client cancels after development starts or between milestones, VYLINO will provide a reasoned and, where appropriate, itemised settlement of completed authorised work, costs expressly approved and unavoidable third-party commitments, considering any payments already received and work not supplied. Unearned balances are refundable where required by the accepted agreement or applicable law. Where customers have paid for a deliverable not provided or VYLINO substantially fails to meet agreed obligations, rights to correction, refund or other lawful remedies are preserved. We do not automatically retain the entire 50% advance or all later instalments as a penalty merely because they have been paid.
4. After delivery: ownership, support and refund boundary
After full agreed payment and documented delivery/handover, the client receives the agreed website deliverables, administrative access and eligible intellectual property rights in accordance with our Website Ownership & Handover Policy and the contract. For satisfactory, completed custom development, a later change of mind does not ordinarily create a refund right. The customer takes responsibility for future operations, backups, account security, hosting, content, product listings, legal notices, licences, updates, privacy disclosures and changes made by third parties where no continuing VYLINO support is contracted.
VYLINO is not responsible for later data loss, malicious access, hosting downtime or site breakage reasonably caused by the customer’s own or other providers’ post-delivery actions, provided such losses are not caused by VYLINO’s prior defective work, misuse of access, breach, negligence or an express ongoing maintenance obligation. Remedies for latent defects, negligent performance, failure to deliver the promised scope, wrongful charges, fraud or mandatory consumer protections are never waived merely by delivery. Customers may submit reproducible defect evidence for evaluation and appropriate remediation.
5. Third-party charges
Domain registration, hosting subscriptions, paid themes/plugins, gateways, external API providers, directory/listing charges and advertisement budgets may be governed by their providers’ cancellation policies. VYLINO will identify charges it has paid or irrevocably committed and provide reasonable supporting details. A charge is not automatically non-refundable simply because a third party is involved. Advertising spend already incurred may be unrecoverable from the ad platform.
6. Subscriptions: one-year (12-month) commitment and early cancellation
Unless a specific written quote offers different terms, VYLINO managed website, maintenance, SEO, Google Business Profile and other subscription plans have an initial 12-month (one-year) commitment when this term has been conspicuously disclosed and accepted in the order. Monthly invoicing does not mean the customer purchased a freely cancellable month-to-month plan. Every accepted subscription should specify its activation date, full minimum-term price, scope, billing frequency and third-party charges. This policy does not retroactively change an older contract.
Customers may request early termination at any time at contact@vylino.com. VYLINO will assess the work already performed, unused future service and fairly attributable documented commitments and will explain any reasonable amount due or refundable. There is no automatic blanket forfeiture or unlawful penalty and no punitive automatic demand for the full outstanding year’s fees merely because the customer requests cancellation. Remedies for failure to provide the service, material VYLINO breach and mandatory consumer rights prevail over the minimum commitment.
Customers can separately revoke a payment-provider standing mandate, which does not by itself cancel any lawful amount already owed under an accepted contract. No undisclosed auto-renewal: services expire after the initial term unless renewed through a clearly disclosed process with any authorisation required by law. We will reasonably explain domain, account, hosting and website-data handover when service ends.
7. SEO, advertising and performance expectations
Search rankings, number of leads, business sales, search-engine approvals and third-party outcomes cannot be promised unless expressly and lawfully guaranteed in writing. A lack of rankings alone is not necessarily non-performance; however, VYLINO must still deliver the actual activities, reports and quality of services promised in the SOW. Failure to perform agreed work remains eligible for an appropriate remedy under the agreement and law.
8. Duplicate or failed payments
If money was debited but the checkout or order says pending/failed, do not immediately pay again. Check the payment-provider record and contact VYLINO with an order number, transaction reference, date and suitably redacted evidence. We will reconcile the transaction with the payment gateway and correct any verified duplicate or erroneous amount in line with applicable payment regulations and gateway processes.
9. Refund timing and destination
We will communicate the decision and any itemised calculation after assessing the claim. Where a refund is approved or legally due, it will normally be returned through the original payment channel where possible; processing time also depends on the banking/payment-provider system. Any specific processing window promised at checkout or required by law takes priority. If the original route is unavailable, an alternative will be arranged securely after verification.
10. Complaints and escalation
For complaints falling within India’s Consumer Protection (E-Commerce) Rules, 2020, the designated Grievance Officer, Archana Yadav (Founder, VYLINO), will arrange acknowledgement within 48 hours and redress within one month as required, without limiting any shorter mandatory deadline. The consumer remains free to use legally available external redressal mechanisms. Customer support: contact@vylino.com or +91 90981 93452, VYLINO, 265, Bansa Govindgarh, Rewa, Madhya Pradesh 486550, India.
11. Other policies
Read our Privacy Policy, Cookie Policy, Payment Support and the approved Service Terms and Conditions · Ownership & Handover Policy. Terms must be accessible before payment and not introduced only after an order is completed.
Important: Additional project-specific terms, tax particulars and any processing schedule are supplied on the order confirmation or accepted quotation. No undisclosed or disproportionate cancellation penalty applies. Please also see Customer Grievance Redressal.