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Refund Policy

Last updated: June 13, 2026

1. Overview

This policy explains how GrayVally reviews refund requests for development, design, automation, consulting, marketing, maintenance, and related services. Project-specific proposals, invoices, or agreements may set additional terms.

2. Deposit & Advance Payment

Important Notice:

Deposits and advance payments are generally non-refundable once work starts because they cover discovery, planning, scheduling, setup, and early work.

If a project is paused, delayed, or cancelled after work starts, eligibility depends on work completed, costs incurred, and commitments already made.

3. Refund Eligibility

Refunds may be considered as follows:

Full Refund May Be Available

  • Cancellation before work begins, usually within 48 hours of payment
  • GrayVally is unable to deliver the agreed services
  • Duplicate payment made in error

Partial Refund May Be Available

  • Cancellation during initial planning before significant production work
  • Significant scope reduction agreed by both parties
  • Service downgrade requested before milestone completion

Generally Non-Refundable

  • Work already completed, approved, deployed, or delivered
  • Cancellation after design or development has begun
  • Client's change of mind or business circumstances
  • Delays caused by client's failure to provide materials/feedback
  • Third-party costs already incurred, including domains, hosting, licenses, APIs, plugins, stock assets, ads, or payment fees
  • Completed emergency, rush, consulting, audit, or strategy work

4. Service-Specific Refund Terms

Website Development

  • Before discovery or planning: full or near-full refund may be considered
  • After discovery, planning, or wireframes: partial refund may be considered
  • During design or development: based on work completed and costs incurred
  • After approval, deployment, or delivery: generally no refund

UI/UX Design

  • Before concept work: full or near-full refund may be considered
  • After concepts, wireframes, or drafts: partial refund may be considered
  • After final files, approval, or handoff: generally no refund

Maintenance & Support Plans

  • Monthly plans: cancellation with written notice; current billing period is generally non-refundable
  • Annual plans: unused full months may be reviewed for a pro-rata refund after deductions

SEO & Digital Marketing

  • Setup fees are non-refundable
  • Monthly retainers: current billing period is generally non-refundable
  • Campaign costs already spent: Non-refundable
  • Rankings, traffic, leads, or sales are not guaranteed

Consulting, Audits & Strategy

  • Completed calls, audits, reviews, reports, and strategy sessions are non-refundable
  • Missed or cancelled sessions may be rescheduled at our discretion
  • Third-party tool or research costs are non-refundable once incurred

5. Refund Request Process

To request a refund:

  1. Submit Request: Email support@grayvally.tech with your project name, payment details, and reason.
  2. Review Period: We usually review requests within 5-7 business days.
  3. Assessment: We assess work completed, costs incurred, and eligibility.
  4. Decision: We send the decision by email.
  5. Processing: Approved refunds are usually processed within 10-15 business days after details are confirmed.

6. Refund Methods

Refunds are usually issued through the original method where practical:

  • Bank Transfer: Refunded to the same bank account (5-10 business days)
  • bKash/Nagad: Refunded to the same mobile wallet (3-5 business days)
  • International Payments: Original provider, PayPal, Wise, wire transfer, or another agreed method (10-15 business days or longer)

Bank charges, gateway fees, FX losses, chargeback fees, and other transaction costs may be deducted.

7. Project Cancellation

If you cancel a project:

  • Notify us in writing as soon as possible
  • We calculate completed work and provide a final invoice
  • Any refund is based on payment made minus completed work and costs
  • Unpaid work and deliverables remain with GrayVally unless agreed otherwise

8. Quality Guarantee

If a deliverable does not match the agreed scope, we will make reasonable efforts to fix confirmed issues at no extra cost for 30 days after final delivery, unless otherwise agreed. This does not cover new requirements, third-party outages, client-side changes, hosting issues, unsupported plugins, or outside edits.

9. Disputes

If you disagree with a refund decision, you may request a second review with additional context. If unresolved, the project agreement's dispute process applies, or the matter may be handled under Bangladesh law.

10. Contact Us

For refund requests or questions about this policy:

GrayVally - Refunds Department

Email: support@grayvally.tech

Phone: +880 1608-613747

Address: Bashundhora R/A, House: 423, Road: 14, Block: J, Dhaka, 1229

Business Hours: Sunday - Thursday, 10:00 AM - 6:00 PM (BST)

This Refund Policy is governed by the laws of the People's Republic of Bangladesh and should be read together with our Terms of Service.

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