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ForthFocus™ | The Digital Solutions Experts

Cancellation and Refund Policy

Last updated: [16 September 2026]

About This Policy

ForthFocus is a digital services agency — we design and build websites, eCommerce platforms, hospitality systems, custom web applications, and communication workflows for our clients. We do not operate an online store or sell physical/digital products directly to consumers through this website.

This policy is published to clearly set out how cancellations, refunds, and payments for our project-based and retainer services are handled. It is maintained to:

  • Comply with the Reserve Bank of India’s (RBI) guidelines on payment aggregators and merchant onboarding
  • Support transparency requirements under the Digital Personal Data Protection Act, 2023 (DPDP Act)
  • Meet the business verification and disclosure requirements of our payment gateway partner, Zoho Payments

Because our engagements are custom, scoped, and milestone-based rather than off-the-shelf purchases, the terms below reflect how a service agreement — not a product sale — is cancelled or refunded.

1. Engagement Structure

All ForthFocus services (website development, eCommerce builds, hospitality systems, custom applications, communication workflows, marketing services, etc.) are delivered under a mutually agreed Statement of Work (SOW), proposal, or service agreement, which defines:

  • Scope of work and deliverables
  • Project timeline and milestones
  • Payment schedule (advance, milestone-based, or retainer)

The terms in this document apply in conjunction with the specific SOW or agreement signed for each project.

2. Cancellation Policy

  • Before work commences: A client may cancel an engagement by providing written notice (email is acceptable) before ForthFocus begins work on the project. In such cases, any advance paid will be refunded after deducting applicable processing/transaction charges (see Section 4).
  • After work has commenced: Once work has started on a milestone or deliverable, cancellation requests will be assessed based on the stage of completion. Fees corresponding to work already completed, resources allocated, and third-party costs incurred (e.g., hosting, licenses, plugins purchased on the client’s behalf) are non-refundable.
  • Retainer/ongoing services: Monthly or recurring service retainers may be cancelled with [X days’] written notice prior to the next billing cycle. Fees already billed for the current cycle are non-refundable, as the retainer covers time and resource allocation for that period.

3. Refund Policy

Refunds, where applicable, are evaluated on a case-by-case basis depending on:

  • The stage of project completion at the time of cancellation
  • Work already delivered or in progress
  • Any third-party costs already incurred on the client’s behalf

Refunds, when approved, will be processed to the original mode of payment within [7–14] business days of approval, subject to processing timelines of the payment gateway and banking partners.

ForthFocus does not offer refunds for:

  • Services that have been fully delivered and accepted by the client
  • Delays caused by the client’s non-responsiveness, delayed approvals, or failure to provide required inputs/content
  • Third-party costs (domain, hosting, licenses, plugins, API/subscription costs) already paid on the client’s behalf

4. Payment Terms (Advance / Partial Payments)

  • Most engagements require an advance payment (typically a percentage of total project value) before work begins, with the balance due at defined milestones or upon project completion.
  • Advance payments secure resource allocation and project scheduling and are treated as described under Sections 2 and 3 above if the project is cancelled.
  • Any bank charges, gateway processing fees, or transaction charges deducted by the payment processor are non-refundable and will be borne by the client where a refund is issued.

5. Disputes

If a client believes a cancellation or refund has not been handled in line with this policy or their signed agreement, they may raise the matter with us directly using the contact details below. We aim to acknowledge such requests within [X business days].

6. Contact Us

For any questions about cancellations, refunds, or payments, please reach out to:

ForthFocus
#283/1A4, 1st Floor, Chinnu Compound, Fish Market Road, Kundapura, Udupi Dist, Karnataka, India – 576201
Phone: +91-90198-55033
Email: info@forthfocus.com
Hours: Mon–Fri, 10 AM to 7 PM IST