Refund Policy
Last Updated: January 5, 2026
At DreamyHook Digital Media, we strive to deliver exceptional service and value to all our clients. This Refund Policy outlines the terms and conditions under which refunds may be requested for our services, including AI-powered products, digital marketing solutions, and custom development services.
1. General Refund Policy
DreamyHook Digital Media is committed to client satisfaction. We understand that sometimes a service may not meet your expectations, and we have established clear guidelines for refund requests.
1.1 Our Commitment
We stand behind the quality of our work and are committed to:
- Delivering services as described in our agreements and proposals
- Providing transparent communication throughout the project lifecycle
- Addressing concerns promptly and professionally
- Offering fair and reasonable refund options when warranted
- Processing approved refunds in a timely manner
1.2 Money-Back Guarantee
For select services, we offer a satisfaction guarantee:
- 30-Day Guarantee: Available for subscription-based AI products (AI Workflow Builder, Identity Service)
- Milestone-Based Guarantee: For custom development projects, refunds are evaluated at specific project milestones
- Campaign Performance Guarantee: Digital marketing campaigns may qualify for partial refunds if agreed-upon KPIs are not met (subject to terms)
Important: All refund requests must be submitted in writing via email to hello@dreamyhook.in with detailed reasoning and supporting documentation.
2. Service-Specific Refund Policies
Different services have specific refund terms based on their nature and deliverables:
2.1 AI Workflow Builder (Subscription)
Refund Window: 30 days from initial subscription date
Eligibility Requirements:
- Must have contacted support to resolve issues before requesting refund
- Account usage must be below 20% of plan limits
- No previous refunds granted for this service in the past 12 months
- Must provide specific feedback on why the service didn't meet needs
Refund Amount: 100% of first month's subscription fee (prorated if discounted annual plan)
What's Not Refundable:
- Setup fees or onboarding charges
- Usage fees for third-party integrations
- Additional months beyond the first billing cycle
- Custom workflow development or consulting services
2.2 Identity Service (Authentication Platform)
Refund Window: 30 days from activation
Eligibility Requirements:
- Technical issues unresolved after working with support team
- Service does not meet documented specifications
- Authentication throughput below 95% of advertised performance
- Security features not functioning as described
Refund Amount: Full monthly fee or prorated amount based on usage
Special Conditions:
- Enterprise contracts: Refunds governed by Master Service Agreement (MSA)
- Trial users: No refund for free trial period
- SLA violations may qualify for service credits instead of cash refunds
2.3 Website Development & Design
Refund Window: Before project completion and final delivery
Milestone-Based Refunds:
- Discovery Phase (10%): 90% refund available if cancelled before design phase begins
- Design Phase (30%): 60% refund available if cancelled before development begins
- Development Phase (40%): 30% refund available if cancelled before launch
- Launch & Testing (20%): No refund once site is live and accepted
Quality Guarantee:
- We will revise designs up to 3 times per milestone at no charge
- If deliverables don't match approved specifications, revisions are free
- Refunds only considered if we fail to deliver after reasonable revision attempts
Non-Refundable Elements:
- Domain registration and hosting fees paid to third parties
- Licensed themes, plugins, or premium assets purchased for your project
- Content writing or photography services already delivered
- SEO setup and optimization work completed
2.4 Digital Marketing Services
Refund Window: End of campaign period or monthly billing cycle
Performance-Based Refunds:
- If agreed KPIs are not met and documented in contract, partial refund may apply
- Must provide 30-day minimum campaign duration for fair performance assessment
- Refund amount calculated based on percentage of KPIs missed (typically 25-50% of fees)
- Ad spend budgets paid to platforms (Google Ads, Facebook) are non-refundable
Service Fee Refunds:
- Management Fees: Refundable if services not rendered as promised
- Strategy & Planning: 50% refundable if cancelled before implementation
- Content Creation: Non-refundable once delivered and approved
- Campaign Setup: Non-refundable once campaigns are live
What's Not Refundable:
- Third-party advertising costs (Google Ads, Facebook Ads, LinkedIn Ads, etc.)
- Paid tool subscriptions (SEMrush, Ahrefs, analytics platforms)
- Influencer or partnership payments
- Stock photos, videos, or licensed content
2.5 Mobile App Development
Refund Window: Before final app store submission
Phase-Based Refunds:
- Planning & Wireframes (15%): 85% refund if cancelled early
- UI/UX Design (25%): 60% refund before development starts
- Development Phase (45%): 25% refund before final testing
- Testing & Deployment (15%): No refund after app store approval
Non-Refundable Costs:
- Apple Developer Program fees ($99/year)
- Google Play Developer fee ($25 one-time)
- Third-party APIs or backend services setup
- App store optimization (ASO) services delivered
2.6 Consulting & Strategy Services
Refund Window: Within 7 days of session/deliverable
Eligibility:
- Consulting sessions: No refund for completed sessions unless material misrepresentation
- Strategy documents: Refundable if deliverable doesn't meet agreed scope
- Hourly consulting: Only unused hours are refundable
- Retainer agreements: Prorated refund for unused retained hours
3. Refund Eligibility Criteria
To be eligible for a refund, the following general criteria must be met:
Timely Request
Refund requests must be submitted within the specified refund window for each service type. Late requests will be evaluated on a case-by-case basis.
Good Faith Attempt
You must have made a reasonable attempt to work with our team to resolve issues before requesting a refund.
Documentation
Provide specific details about why the service did not meet expectations, including screenshots, examples, or other evidence.
Account Standing
Your account must be in good standing with no outstanding payments, disputes, or terms violations.
Service Delivery
Refunds apply when we fail to deliver promised services, not when results don't meet subjective expectations.
No Abuse
Accounts with patterns of refund abuse or fraudulent activity are ineligible for future refunds.
3.1 Disqualifying Factors
Refund requests will be denied if:
- Services were delivered as described in the agreement or proposal
- Issues arose from client-provided materials, delays, or lack of feedback
- Project scope changed significantly from original agreement (additional fees may apply)
- Refund request is made after final delivery and client acceptance
- The client violated our Terms of Service or usage policies
- Force majeure events or circumstances beyond our reasonable control
- Previous refunds have been granted for similar services within 12 months
4. Non-Refundable Services & Fees
The following services and fees are non-refundable under any circumstances:
Third-Party Costs
- Domain registrations
- Hosting fees
- SSL certificates
- App store fees
- Ad platform spend
- Premium plugins/themes
- API usage fees
Delivered Work
- Completed designs (accepted by client)
- Written content
- Photography/videography
- Finalized code repositories
- Published campaigns
- Training sessions conducted
Time-Based Services
- Consulting hours used
- Emergency support sessions
- Training and workshops
- Live events or webinars
- Strategy sessions attended
Setup & Onboarding
- Initial setup fees
- Account configuration
- System integration
- Data migration
- Onboarding sessions
- Custom configurations
Completed Projects
- Projects marked as complete
- Final deliverables accepted
- Launched websites
- Live applications
- Published content
- Completed campaigns
Renewal & Maintenance
- Automatic renewals
- Maintenance plans
- Support subscriptions
- Annual contracts
- License renewals
Note: While these services are non-refundable, we remain committed to your satisfaction. If you have concerns, please contact our support team to discuss alternative solutions or service credits.
5. Refund Request Process
Follow these steps to request a refund:
Contact Support First
Before requesting a refund, reach out to our support team at hello@dreamyhook.in or call +91-7042749169. Many issues can be resolved without requiring a refund.
Submit Written Request
Send a formal refund request via email to hello@dreamyhook.in with the subject line: "Refund Request - [Your Name/Company]". Include:
- Your full name and contact information
- Account or invoice number
- Service(s) for which you're requesting a refund
- Detailed explanation of why you're requesting the refund
- Supporting documentation (screenshots, emails, examples)
- Date of purchase or service initiation
- Preferred refund method
Review & Evaluation
Our team will review your request within 3-5 business days. We may:
- Request additional information or clarification
- Schedule a call to discuss concerns and potential solutions
- Review project history, communications, and deliverables
- Consult with the team that worked on your project
- Verify eligibility based on our refund policy terms
Decision & Notification
You will receive a written decision within 7-10 business days. The decision will include:
- Approval or denial of refund request
- Detailed explanation of the decision
- Refund amount if approved (full or partial)
- Processing timeline
- Alternative solutions if refund is not approved
Refund Processing
If approved, refunds will be processed as follows:
- Credit/Debit Card: Refund to original payment method within 7-14 business days
- Bank Transfer: Direct deposit within 5-10 business days
- PayPal: Refund within 24-48 hours
- Wire Transfer: International transfers within 10-15 business days
5.1 Required Information for Faster Processing
To expedite your refund request, please provide:
- Invoice number or transaction ID
- Date of payment
- Payment method used
- Original payment receipt or confirmation
- Screenshots or documentation of issues
- Communication history with our team
- Specific sections of agreement or proposal referencing unmet expectations
6. Processing Timeline
Understanding the refund processing timeline:
Standard Processing Times
- Request Acknowledgment: Within 24 hours of submission
- Initial Review: 3-5 business days
- Decision Communication: 7-10 business days from request
- Refund Processing: 5-14 business days from approval
- Bank Appearance: Additional 3-5 business days depending on your bank
Expedited Processing
Available for enterprise clients or urgent situations:
- Priority review within 48 hours
- Decision within 3-5 business days
- Refund processing within 2-5 business days
- Contact your account manager for expedited processing
Delays May Occur Due To
- Incomplete information in refund request
- Need for additional documentation or verification
- Complex projects requiring detailed review
- Payment disputes or chargeback investigations
- Weekends and public holidays
- International banking processes
Important: Refund timelines are estimates and may vary based on your financial institution's processing times. DreamyHook is not responsible for delays caused by third-party payment processors or banks.
7. Cancellation Policy
Understanding the difference between cancellation and refund:
7.1 Subscription Services
Monthly Subscriptions
- Can be cancelled at any time from your account dashboard
- Cancellation takes effect at the end of current billing period
- No refunds for partial months unless within initial 30-day window
- Access continues until end of paid period
- No cancellation fees for monthly plans
Annual Subscriptions
- Can request cancellation anytime via support ticket
- Prorated refund available for remaining months (minus 20% processing fee)
- Minimum 6-month usage required before cancellation refund
- Discounted promotional rates may affect refund calculation
- Early termination fee may apply (typically 15% of remaining balance)
7.2 Project-Based Services
Active Projects
- Must provide written cancellation notice via email
- Minimum 7-day notice required for orderly project closure
- Payment due for all work completed up to cancellation date
- Refund calculated based on project phase and completion percentage
- You retain ownership of all deliverables completed and paid for
- Cancellation fee of 10% of remaining balance may apply
Before Project Start
- Full refund if cancelled before any work begins
- Discovery or planning fees may be retained if work has started
- Must cancel at least 48 hours before scheduled project kickoff
- Deposit may be retained if cancellation is within 24 hours of start date
7.3 Ongoing Retainer Services
Retainer Agreements
- Require 30-day written notice for cancellation
- Unused retainer hours may be refunded (subject to minimum commitment)
- No refund for hours already allocated or services rendered
- Some retainer agreements have minimum term commitments (3, 6, or 12 months)
- Early termination fee may apply if cancelled before minimum term
8. Partial Refunds
In some cases, a partial refund may be more appropriate than a full refund:
8.1 When Partial Refunds Apply
- Partially Completed Projects: Refund for undelivered phases or milestones
- Mixed Satisfaction: Some deliverables met expectations while others didn't
- Service Downtime: Prorated credit for service interruptions exceeding SLA guarantees
- Changed Requirements: When client changes scope mid-project, impacting deliverables
- Underperformance: Digital marketing campaigns that partially met KPIs
- Quality Issues: Some elements meet quality standards, others require rework
8.2 Partial Refund Calculation Methods
Milestone-Based
Refund = (Unpaid Milestones / Total Milestones) × Total Project Cost
Example: 4-phase project, cancelled after phase 2 = 50% refund of total cost
Time-Based
Refund = Total Paid - (Hours Worked × Hourly Rate) - Administrative Fee
Example: Paid $5,000, 30 hours worked at $100/hr = $2,000 refund (minus 10% admin fee)
Performance-Based
Refund = (KPI Shortfall Percentage / 100) × Service Fee × Refund Multiplier
Example: Achieved 60% of KPIs, 40% shortfall × $10,000 fee × 0.5 multiplier = $2,000 refund
8.3 Service Credits vs. Cash Refunds
We may offer service credits as an alternative to cash refunds:
- Service Credits: 100-125% of refund amount as credits for future services
- Cash Refunds: 100% of eligible refund amount to original payment method
- Service credits never expire and can be used for any DreamyHook service
- Credits are transferable within your organization but not to external parties
- You choose which option works best for your situation
9. Chargebacks & Disputes
We strongly encourage resolving any concerns directly with us before initiating a chargeback:
9.1 Chargeback Policy
Warning: Initiating a chargeback without first contacting us may result in immediate account suspension and may be considered a violation of our Terms of Service.
If a chargeback is filed:
- Your account will be suspended pending resolution
- We will provide evidence to your financial institution supporting our case
- Access to all services and deliverables will be revoked during dispute
- If chargeback is found invalid, account may be permanently closed
- You may be liable for chargeback fees and legal costs if dispute is unwarranted
- Future services may be prepaid-only or declined entirely
9.2 Legitimate Chargeback Situations
Chargebacks are appropriate in cases of:
- Fraudulent charges you did not authorize
- Billing errors (duplicate charges, wrong amount)
- Services not delivered after repeated attempts to contact us
- Material misrepresentation of services or products
9.3 Dispute Resolution Process
Before escalating to legal action or chargebacks:
Step 1: Direct Communication
Contact hello@dreamyhook.in with detailed concerns. Most issues are resolved at this stage.
Step 2: Management Escalation
If unresolved, request escalation to management at dpo@dreamyhook.in. Response within 48 hours.
Step 3: Mediation
For complex disputes, we can engage a neutral third-party mediator to facilitate resolution.
Step 4: Formal Complaint
File a formal written complaint outlining the issue, desired resolution, and relevant documentation.
9.4 Our Commitment to Fair Resolution
- We respond to all complaints within 24-48 hours
- We investigate all claims thoroughly and objectively
- We provide written explanations for all decisions
- We offer alternative solutions when refunds aren't possible
- We maintain detailed records of all client interactions
- We continuously improve based on client feedback
10. Special Circumstances
We understand that exceptional situations may warrant special consideration:
10.1 Force Majeure & Unforeseen Events
- Natural Disasters: If your business is affected by natural disasters, we offer flexible payment plans or temporary service suspension without penalty
- Economic Hardship: In cases of documented financial hardship, we can discuss payment plans, service downgrades, or deferred payments
- Health Emergencies: Medical emergencies affecting project continuity may qualify for partial refunds or project pause without fees
- Business Closure: If your business closes unexpectedly, we will work with you on a prorated refund for unused services
10.2 Technical Issues & Service Failures
Extended Downtime
If our services experience extended downtime exceeding SLA guarantees:
- Automatic service credit for affected period
- 1:1 credit for each hour of downtime
- For critical downtime (24+ hours), potential for cash refund
- Enterprise clients: Refer to SLA provisions in your agreement
Data Loss or Corruption
In the rare event of data loss due to our systems:
- Full refund for affected service period
- Complimentary data recovery efforts
- Additional compensation based on severity and impact
- Transparent incident report provided
10.3 Good Faith Exceptions
While we maintain clear policies, we also value long-term relationships:
- Loyal clients with 2+ years of history may receive more flexible refund terms
- First-time refund requests are given extra consideration
- Referral partners and strategic clients may have custom refund agreements
- Enterprise clients often have negotiated terms in Master Service Agreements
- We consider unique circumstances on a case-by-case basis
10.4 Beta Features & New Products
For services in beta or newly launched:
- Extended refund windows (up to 60 days)
- More lenient eligibility criteria
- No questions asked refunds for early adopters experiencing issues
- Beta pricing includes implied acceptance of potential issues
- Proactive outreach if widespread issues affect multiple clients
11. Contact Us
For any questions regarding our refund policy or to initiate a refund request, please contact us:
General Refund Inquiries: hello@dreamyhook.in
Urgent Refund Matters: dpo@dreamyhook.in
Phone
+91-7042749169
Monday - Friday: 9:00 AM - 6:00 PM IST
Saturday: 10:00 AM - 4:00 PM IST
Mailing Address
DreamyHook Digital Media
Attention: Refund Department
Plot 25B, Industrial Area
Sector 32, Gurugram
Haryana, India - 122001
Online
Account Dashboard: Login to your account to submit support tickets
Live Chat: Available on our website during business hours
Refund Portal: dreamyhook.in/refunds
11.1 Response Times
- Email Inquiries: Initial response within 24 hours
- Phone Calls: Immediate assistance during business hours
- Support Tickets: Response within 12 hours
- Refund Requests: Acknowledgment within 24 hours, decision within 7-10 business days
- Urgent Matters: Escalated response within 4 hours
Policy Updates
This Refund Policy was last updated on January 5, 2026. We reserve the right to modify this policy at any time. Material changes will be communicated to active clients via email at least 30 days before taking effect. Continued use of our services after policy changes constitutes acceptance of the updated terms.
For historical versions of this policy or specific questions about changes, please contact hello@dreamyhook.in.