Cancellation & Refund Policy
Last updated 27 October 2026
This policy explains how cancellations and refunds work for every service offered by The Merc, operated by MercMetrics Creative Consultants LLP. If a signed proposal or agreement sets out different terms, that document applies. Nothing in this policy limits your rights under Indian consumer law.
Summary
Design and marketing projects: you pay for the work done up to the point you cancel, and any amount paid beyond that is refunded.
Retainers and subscriptions: cancel anytime with 15 days’ notice before your next billing date.
AI Shortlist Sprint: a full refund if you cancel before work starts, or if your page is not live within 7 working days of us receiving your complete inputs.
If we cancel or cannot deliver, we refund everything you paid for work not delivered.
1. Fixed-scope design and marketing projects
You can cancel a project at any time by email.
Before work starts: the upfront payment is refunded in full.
After work starts: the upfront payment is not refundable. You pay for the work completed up to the date you cancel, measured against the agreed scope and price. Any amount you have paid beyond that is refunded.
Completed work you have paid for is handed over to you.
2. Retainers and subscriptions
You can cancel a monthly retainer or subscription at any time by giving us 15 days’ written notice before your next billing date. The current paid month is not refunded; we keep working until it ends. No further payments are taken after cancellation.
3. AI Shortlist Sprint
Full refund if you cancel before work starts, which means before we begin the Day 1 check of where you stand in AI search.
Full refund if your page is not live within 7 working days of us receiving your complete inputs. Days spent waiting on your feedback, approval or access do not count towards the 7 days.
Once work has started and we are on schedule, the sprint is not refundable if you change your mind.
We do not guarantee that ChatGPT or any other AI tool will recommend you. A refund is not available because AI answers did not change, as explained in our Terms of Service.
4. If we cancel or cannot deliver
If we cancel a project, or cannot deliver what we agreed, we refund every amount you paid for work that was not delivered.
5. What cannot be refunded
Third-party costs bought for your project, such as fonts, stock images, plugins, domains, hosting or software licences, cannot be refunded by us. Their own refund terms apply.
6. How to request a refund
Email [email protected] with your name, the invoice number and the reason for your request. We confirm receipt within 2 business days and tell you the outcome within 7 business days.
7. How refunds are paid
Approved refunds are started within 7 business days and paid back to the original payment method: to your card for payments made through Stripe, or to the bank account you paid from for bank transfers.
Refunds are made in the currency you paid in. Card refunds usually appear on your statement within 5 to 10 business days, depending on your bank.
Payment processing fees charged by Stripe or banks, and currency conversion differences, are not refundable. For clients in India, we issue a GST credit note for any refunded amount.
8. Before raising a dispute
If something has gone wrong, please contact us first. Most issues can be resolved quickly, without a chargeback or dispute through your bank.
9. Contact and grievance officer
Nitin Mathur, Designated Partner and Grievance Officer
MercMetrics Creative Consultants LLP (LLPIN ABC-9479), 71/241, Sector 7, Pratap Nagar Housing Board, Pratap Nagar, Sanganer, Jaipur, Rajasthan 302033, India
Email: [email protected] · Phone: +91 90794 44831
We acknowledge every complaint within 48 hours and aim to resolve it within one month of receiving it.