Refund & Cancellation Policy

Last updated: 23 September 2025
This policy explains how refunds and cancellations work for projects and plans purchased from Faraways (websites & digital solutions for doctors/clinics in India). It forms part of our Terms of Service.
1) How to request a cancellation or refund
Email us from your registered email at support@faraways.com with:
Subject: Refund/Cancellation Request – [Project/Invoice #]
Your name, clinic name, phone
What you want to cancel and why
We’ll confirm receipt within 2 business days and share next steps.
2) Before work starts (pre-kickoff)
Full refund of fees you paid if you cancel within 7 calendar days of payment and work has not started (no scheduling/discovery/asset setup).
Payment gateway charges (if any) may be deducted.
3) After kickoff (work-in-progress)
Once we’ve started discovery, design, setup, coding or scheduled resources:
The booking/advance/retainer (as stated in your Order) becomes non-refundable.
We’ll prepare a pro-rata statement of work done so far (time/materials) and any committed third-party costs (e.g., domains, hosting, licenses, stock media, SMS/email credits, ad spends).
If you prepaid more than this amount, the unused balance is refunded.
4) Delivered milestones
A milestone is non-refundable once delivered and accepted (approval in writing/email or going live), or 7 days after delivery—whichever occurs first.
5) Ongoing plans (support/maintenance/hosting add-ons)
Monthly plans: cancel any time before the next renewal date. The current paid month is non-refundable.
Annual plans: you may request a pro-rata refund of unused full months, less any setup fee waivers/annual-term discounts we granted and any third-party costs already incurred.
Unused hours don’t roll over unless your plan explicitly allows it.
6) Non-refundable items (third-party & pass-through costs)
These are non-refundable once purchased/activated on your behalf:
Domains/SSL, hosting, server upgrades, CDN
Premium themes/plugins/licenses (e.g., WordPress, Kadence add-ons)
Stock images/video/audio, fonts
WhatsApp/telephony/SMS/email credits, API fees
Ad spends (Google/Meta/others) and agency account fees
Any other pass-through vendor/service charges
You own/retain access to items registered in your name (e.g., domain).
7) Quality issues & fixes
Report defects (bugs/broken layouts—not change requests) within 14 days of delivery. We will fix at no extra cost within a reasonable timeframe.
If a material defect persists and we cannot remedy it within a reasonable time, we may offer a fair partial refund for the affected milestone (at our discretion). Refunds are not available for preference changes or scope changes.
8) Scope changes vs. cancellations
New features/changes are change requests, not refunds. We’ll quote separately and proceed after your approval.
9) Delays caused by missing inputs
Delays due to missing approvals, content, or access from your side do not qualify for refunds. Project timelines will shift accordingly.
10) Chargebacks
Please contact us first—most issues can be resolved quickly.
Unwarranted chargebacks may incur bank/payment-gateway fees and service suspension until resolved.
11) Refund method & timelines
Approved refunds are processed to the original payment method (or bank transfer if needed).
Allow 7–14 business days for bank/card processing after our approval.
12) Taxes & currency
Refunds are issued net of applicable taxes/processing fees already paid to third parties.
All amounts are in INR unless stated otherwise.
13) Changes to this policy
We may update this policy; the “Last updated” date shows the current version.
14) Contact
Faraways
Email: support@faraways.com
Phone/WhatsApp: +91 82911 86188
Address: Mumbai, Maharashtra, India