Back to Home

Refund Policy

Last updated: December 1, 2025

1. Overview

At GrayVally, we strive to deliver high-quality digital services that meet your expectations. This Refund Policy outlines the circumstances under which refunds may be issued. This policy is governed by the Consumer Rights Protection Act 2009 and the Contract Act 1872 of Bangladesh.

2. Deposit & Advance Payment

Important Notice:

All deposits and advance payments (typically 50% of project cost) are generally non-refundable once work has commenced. This covers initial project setup, planning, and resource allocation.

The advance payment secures your project slot and initiates the development process. Once our team begins working on your project, significant resources are committed to your work.

3. Refund Eligibility

Refunds may be considered in the following circumstances:

✓ Full Refund Eligible

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

⚡ Partial Refund Eligible

  • Project cancelled during initial planning phase (up to 50% refund)
  • Significant scope reduction agreed by both parties
  • Service downgrade requested before milestone completion

✗ Non-Refundable

  • Work already completed and delivered
  • Cancellation after design/development phase 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 (domains, hosting, licenses)

4. Service-Specific Refund Terms

Website Development

  • Before wireframe approval: Up to 70% refund
  • After wireframe, before development: Up to 50% refund
  • During development: Pro-rata based on work completed
  • After delivery: No refund

UI/UX Design

  • Before concept presentation: Up to 60% refund
  • After concept approval: Up to 30% refund
  • After final delivery: No refund

Maintenance & Support Plans

  • Monthly plans: Cancellation with 7 days notice, no refund for current month
  • Annual plans: Pro-rata refund for unused months (minus 20% admin fee)

SEO & Digital Marketing

  • Setup fees are non-refundable
  • Monthly retainers: No refund for current month
  • Campaign costs already spent: Non-refundable

5. Refund Request Process

To request a refund:

  1. Submit Request: Send an email to refunds@grayvally.tech with your project details and reason for refund request.
  2. Review Period: We will review your request within 5-7 business days.
  3. Assessment: Our team will assess the work completed and determine refund eligibility.
  4. Decision: You will receive our decision via email with detailed explanation.
  5. Processing: Approved refunds are processed within 10-15 business days.

6. Refund Methods

Refunds will be issued using the original payment method:

  • 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: Refunded via PayPal or wire transfer (10-15 business days)

Note: Bank charges or transaction fees may be deducted from the refund amount as applicable.

7. Project Cancellation

If you need to cancel your project:

  • Notify us in writing as soon as possible
  • We will calculate work completed and provide a final invoice
  • Any refund will be based on the difference between payment made and work completed
  • All completed work and deliverables remain with GrayVally unless fully paid for

8. Quality Guarantee

We stand behind the quality of our work. If deliverables do not meet the specifications agreed upon in the project scope, we will make reasonable efforts to correct any issues at no additional cost. This guarantee applies for 30 days after final project delivery.

9. Disputes

If you disagree with our refund decision, you may escalate the matter by contacting our management team. We are committed to resolving disputes amicably. If a resolution cannot be reached, disputes shall be settled through arbitration in Dhaka, Bangladesh, in accordance with the Arbitration Act 2001.

10. Contact Us

For refund requests or questions about this policy:

GrayVally - Refunds Department

Email: refunds@grayvally.tech

Phone: +880 1XXX-XXXXXX

Address: Dhaka, Bangladesh

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, including the Consumer Rights Protection Act 2009 and the Contract Act 1872. GrayVally reserves the right to modify this policy at any time.