Refund & Cancellation Policy

1. Overview & Customer Satisfaction

At MerchFlow, we strive to ensure a transparent, fair, and high-quality creative experience for all clients purchasing our brand identity packages, logo designs, UI/UX interfaces, social media creatives, and commercial video editing services.

Because our creative work involves dedicated design hours, bespoke concept generation, and intellectual property transfer, the guidelines below govern cancellations, revisions, and refund requests.

2. Refund Eligibility by Service Type

• Brand Identity & Logo Design Packages:
  • 100% full refund if a cancellation request is submitted prior to the commencement of initial design concept discovery.
  • If initial concepts do not meet expectations, clients are entitled to included revision rounds. If the design direction remains unresolved prior to final vector master file delivery, a partial or full refund may be requested.
  • Once final high-resolution vector source files (.AI, .EPS, .SVG, .PDF) are approved and transferred, refunds cannot be issued due to intellectual property transfer.
• Website & Mobile UI/UX Design (Figma):
  • UI/UX design projects are executed in structured milestones (Wireframes, Visual Design, Interactive Prototype).
  • Upfront milestone deposits are fully refundable prior to project kickoff. In-progress milestones include dedicated review sessions to refine wireframes and prototypes until satisfaction.
• Social Media Creatives & Commercial Video Editing:
  • Video editing and social media asset packages include review cuts (rough cut, fine cut, audio master). Cancellations requested before video timeline assembly starts are eligible for a full refund.
• Monthly Creative Retainers:
  • Retainers can be canceled anytime prior to the start of the next 30-day billing cycle with zero cancellation fees.

3. Refund Processing Timelines & Mode of Settlement

Once a refund request is approved by the merchant or platform administrator:

• Mode of Refund: The full refunded amount will be credited directly back to the original payment method used during checkout (e.g. UPI VPA, Credit Card, Debit Card, or NetBanking account). Cash or alternate-account refunds are strictly prohibited for AML security.
• Processing Timeline: The refund is initiated on our banking gateway immediately. The credited amount will reflect in the customer's bank account or card statement within 5 to 7 business days, depending on the issuing bank's settlement cycle.

4. Cancellation Procedure

To request a cancellation or refund:

5. Chargebacks & Payment Disputes

We strongly encourage customers to contact our support team directly before raising a bank chargeback. We resolve 99% of customer inquiries within 24 hours without the need for lengthy bank dispute cycles.

6. Support & Refund Helpdesk

For any questions or assistance regarding refunds and cancellations, contact our operations desk: