Refund & Cancellation Policy
(For themerc.design)
Last updated: Mon, 19th Jan, 2026
Overview
The Merc provides custom digital services, including product design, UX/UI design, website design, development, branding, and strategic consulting. All services are delivered digitally. We do not sell physical goods.
Due to the custom and time-based nature of our work, this Refund & Cancellation Policy outlines how cancellations, refunds, and disputes are handled.
By engaging our services or making a payment, you agree to the terms outlined below.
When Work Begins
Work officially begins after payment is received and the project is confirmed.
This applies to both:
- Monthly retainers
- One-time or milestone-based projects
Once work has started, time, resources, and planning are immediately allocated to your project.
Refund Policy
No Guaranteed Refunds
As a general policy:
- Refunds are not offered once work has started
- All services are custom-made and non-resellable
We have not historically issued refunds, as our process involves upfront planning, execution, and dedicated time investment.
Case-by-Case Consideration
In rare situations, refunds may be considered at our sole discretion, depending on:
- Work completed
- Time invested
- Project stage
- Nature of the request
Any discretionary refund decision is final.
Monthly Retainer Cancellation
Clients on a monthly retainer may cancel at any time by providing at least 15 days’ written notice.
Important notes:
- The current billing month is non-refundable
- A minimum commitment of one (1) month applies
- If cancellation occurs mid-month, services will continue until the end of the paid period
No refunds are issued for unused time or remaining days within a billing cycle.
One-Time & Milestone-Based Projects
For projects billed via milestones or advance payments:
- Payments made for completed or ongoing milestones are non-refundable
- Once a milestone has started, it is considered billable and in progress
Any remaining unpaid milestones may be paused or cancelled by mutual agreement.
Project Delays & Client Responsibility
If a project is delayed due to:
- Late or missing feedback
- Missed meetings
- Extended inactivity or non-responsiveness
Then:
- Work may be paused without any refund
- Timelines will be extended accordingly
- The project will resume once communication continues
We do not close projects unilaterally due to delays, but paused time does not qualify for refunds.
Disputes & Chargebacks
If you have a concern, issue, or dispute:
- Please contact us before initiating a chargeback
- We encourage resolving issues through direct communication
📩 Dispute & support email:
nitin@themerc.design
Chargebacks initiated without prior communication may result in suspension of services and future engagements.
Payment Methods
Payments may be processed via:
- Online payment platforms
- Direct bank transfers
This policy applies regardless of the payment method used.
Policy Updates
We reserve the right to update this policy at any time.
Changes will be effective once published on this page.
Questions?
If you have any questions about this policy, feel free to reach out:
📩 nitin@themerc.design