Purpose and Scope
This Refund and Cancellation Policy ("Policy") describes how Top Nex Media Solutions Pvt. Ltd. ("Top Nex Media," "we," "us," or "our") handles cancellation of digital marketing services, subscription-style retainers, fixed-scope projects, media management engagements, training programs, and related commercial arrangements entered into by clients ("you" or "Client"). This Policy supplements the Terms and Conditions and applies to fees paid to Top Nex Media for professional services. It does not govern refunds processed directly by third-party advertising platforms, app stores, domain registrars, or software vendors; those refunds remain subject to the respective platform's policies even when we administer accounts on your behalf.
Specific contracts, statements of work, or proposals may include provisions that differ from this Policy where explicitly agreed in writing. In case of conflict, the signed commercial document prevails for that engagement. General questions about billing may be sent to info@topnexmedia.com. This Policy should be read together with our Privacy Policy regarding how billing records are stored and our Cookie Policy if you purchased services through online checkout flows on our Website.
Definitions
- Engagement: Any paid relationship for digital marketing or related services between Top Nex Media and a Client, documented by quote acceptance, purchase order, invoice, or signed agreement.
- Retainer: A recurring fee, typically monthly, covering an agreed scope of hours, deliverables, or management services.
- Project: A fixed-scope engagement with defined milestones, such as website development, brand identity packages, or one-time SEO audits with implementation blocks.
- Ad Spend: Media budget paid to advertising platforms or publishers, distinct from Top Nex Media management fees.
- Non-Refundable Expenses: Costs irrevocably committed to third parties on your authorization, including prepaid ad credit, licensed stock assets, domain purchases, plugin licenses, contractor fees for specialized work already performed, and event or tool subscriptions activated in your name.
- Cancellation Notice Period: The minimum advance written notice required to terminate a retainer or ongoing service without incurring an additional billing cycle, as stated in your agreement or below.
General Principles
Top Nex Media invests specialist time, technology, and operational capacity when onboarding clients, conducting discovery, configuring tracking, building campaigns, and producing creative assets. Accordingly, fees for work already performed, committed third-party costs, and scheduled retainer periods are generally non-refundable except where this Policy or applicable consumer protection law requires otherwise. Refund eligibility is evaluated fairly based on documented delivery, unused prepaid periods, and the reason for cancellation. We do not provide refunds based solely on dissatisfaction with subjective creative preferences when deliverables conform to approved briefs, nor for marketing performance outcomes absent an explicit guaranteed metrics addendum signed by both parties.
All cancellation and refund requests must be submitted in writing from an authorized Client contact to info@topnexmedia.com, including company name, engagement reference, invoice numbers, requested effective date, and detailed rationale. Verbal requests alone are not binding until confirmed in writing and acknowledged by our accounts team.
Retainer and Ongoing Service Cancellations
Standard Notice Requirement
For monthly retainers and ongoing management services—including SEO, paid media management, social media management, and content retainers—Clients must provide at least thirty calendar days' written notice before the desired termination date unless a different period is specified in the signed agreement. Notice received mid-cycle typically takes effect at the end of the current billing period following the notice period, meaning you may remain responsible for one or more additional monthly fees depending on timing and contract language.
Work During Notice Period
During the notice period, Top Nex Media will continue to perform services consistent with the agreed scope unless both parties mutually agree to an earlier wind-down. Early termination without full notice may result in charges equal to the shorter of the remaining notice period or one monthly retainer fee, plus non-refundable expenses already incurred. We will deliver reasonable transition assistance such as exporting reports, transferring account admin access where platforms permit, and documenting campaign structure, subject to payment of outstanding invoices.
Pausing Services
Temporary pauses may be available for retainers upon written request, limited to one pause per twelve-month period unless otherwise agreed. Pauses do not extend project deadlines for fixed-scope work. Paused retainers may still incur minimum platform maintenance or hosting fees if applicable and disclosed in your quote.
Fixed-Scope Project Cancellations
Projects with defined milestones—such as website builds, rebranding packages, or audit-plus-implementation bundles—are billed according to the payment schedule in your proposal. If you cancel after work has commenced, you owe fees for all completed milestones, work-in-progress prorated at our standard hourly rates or milestone percentages stated in the contract, and non-refundable expenses. Deposits paid to reserve capacity are non-refundable once discovery or production has started, except where Top Nex Media terminates without cause before delivering any material work.
If Top Nex Media fails to deliver a milestone by an agreed date due solely to our fault and does not cure within a reasonable period after written notice, you may be entitled to a partial refund or credit for undelivered portions, excluding third-party costs already spent. Delays caused by Client non-responsiveness, missing approvals, or scope changes do not trigger automatic refunds.
Refund Eligibility Matrix
The following guidelines summarize typical outcomes; individual cases may vary based on contract terms and documented facts.
- Duplicate payment or billing error: Full refund of the erroneous charge upon verification, typically within ten to fifteen business days to the original payment method or via bank transfer.
- Service not commenced: If you cancel before onboarding begins and no third-party costs have been committed, deposits may be refunded minus a reasonable administrative fee if disclosed at purchase, or credited toward future services at your choice where permitted.
- Partial delivery on projects: Refunds limited to undelivered, prepaid portions after deducting completed work and non-refundable expenses.
- Retainer overpayment: Credit applied to future invoices or refund of demonstrable overpayment not offset by delivered services.
- Dissatisfaction with results: Not ordinarily refundable unless deliverables materially deviate from written specifications and we fail to remediate within a reasonable cure period outlined in your agreement.
- Platform ad spend: Not refundable by Top Nex Media once credited to advertising accounts; contact the platform for unused balance policies where available.
- Training workshops and events: Refunds available if cancellation occurs at least seven calendar days before the scheduled date; within seven days, fees may be forfeited or credited at our discretion unless required by event-specific terms.
Advertising and Media Spend
Management fees and ad spend are separate line items. When you authorize Top Nex Media to fund campaigns using prepaid balances or Client billing instruments, spent media is non-refundable. Unspent prepaid ad funds may be refundable from the platform to the original funding source subject to platform rules and processing times we do not control. We will provide statements reconciling spend upon request. Sudden cancellation does not entitle you to recovery of impressions or clicks already delivered. If account suspension results from Client policy violations or prohibited content you supplied, associated fees remain due and no refund applies for our management time during the suspension review.
Chargebacks and Payment Disputes
Clients agree to contact info@topnexmedia.com to resolve billing concerns before initiating chargebacks or payment reversals with banks or card networks. Unauthorized chargebacks for valid services may result in suspension of work, recovery of costs, and termination of future engagements. We will provide documentation to payment processors demonstrating delivery, communications, and authorization when disputing improper chargebacks.
Taxes and Refund Processing
Approved refunds are processed net of applicable taxes where refunds of tax components are not permitted by law or require separate filing. GST invoices and credit notes will be issued in compliance with Indian tax regulations. Refunds typically occur within fifteen business days of approval using the original payment method where feasible; bank transfers may require additional verification for fraud prevention.
Client-Initiated Scope Reduction
Reducing scope mid-engagement is treated as a partial cancellation. Fees for work already completed and non-cancelable vendor commitments remain due. Future milestones may be re-scoped through a written change order adjusting fees and timelines. Scope reduction does not retroactively refund completed phases merely because overall ambitions changed.
Termination by Top Nex Media
We may terminate engagements for non-payment, breach of Terms and Conditions, abusive conduct toward staff, illegal campaign content, or repeated failure to provide required access. In such cases, refunds are not owed for work performed or expenses committed. If we terminate without cause before delivering prepaid services entirely unperformed and with no non-refundable costs, we will refund the unused prepaid professional fees portion within a reasonable period.
Force Majeure and Extraordinary Events
During events beyond reasonable control—such as widespread platform outages, government restrictions, or natural disasters—affecting delivery, we may propose schedule adjustments rather than immediate refunds. If services cannot resume for an extended period defined in your contract or sixty days where unspecified, you may request termination and a pro-rata refund of unused prepaid professional fees excluding non-refundable expenses and work already delivered.
Internships and Recruitment Programs
Application fees, if any are introduced for specific programs, will disclose refund terms at the point of payment. Internship placements coordinated through hr@topnexmedia.com are generally non-commercial and not subject to this Policy unless a separate training fee applies. Stipend arrangements, if offered, follow employment or program letters rather than client service refunds.
Dispute Escalation
If you disagree with a refund determination, reply to our written decision with additional evidence within ten business days. Escalations are reviewed by senior management. Unresolved disputes may be addressed under the governing law and dispute resolution provisions in your Terms and Conditions. Good-faith negotiation is expected before litigation.
How to Submit a Cancellation or Refund Request
Email info@topnexmedia.com with the subject line "Cancellation Request" or "Refund Request," including authorized signatory name, billing entity, engagement name, dates, and supporting documents such as invoices or payment receipts. We acknowledge requests within three business days and aim to provide a substantive response within ten business days, longer where complex reconciliation with advertising platforms is required. Keep records of all correspondence for your accounting team.
Relationship to Other Policies
Personal data associated with billing is handled under our Privacy Policy. Website use remains governed by our Terms and Conditions. Cookie-based analytics on payment pages, if any, are explained in our Cookie Policy. Together these documents define your commercial and privacy relationship with Top Nex Media Solutions Pvt. Ltd.
Policy Updates
We may update this Policy to reflect changes in business practices, platform billing rules, or legal requirements. Updated versions will be posted at /refund-cancellation-policy with a revised effective date. Changes apply to new engagements from the effective date; existing contracts continue under prior terms until renewal or amendment unless mandatory law requires otherwise. Continued use of services after notice of updates constitutes acceptance for renewals and Website-initiated purchases.
Acknowledgment
By engaging Top Nex Media for paid services, you acknowledge that you have read and understood this Refund and Cancellation Policy. Clear communication about expectations, deliverables, and timelines at the outset of each engagement reduces the need for refunds and supports successful partnerships. Our account teams remain available at info@topnexmedia.com to clarify billing terms before you commit.