Refund and Cancellation Policy

General Principle

This Policy aims to handle cancellations and refunds clearly and fairly for both parties. If MartGain makes an error or cannot deliver what was agreed, we are responsible for correcting the situation or refunding the amount due. If work has begun, a digital product has been delivered, or the customer has received an actual benefit, the request will be assessed according to the nature of what has been provided.

When Is a Full Refund Appropriate?

• The same order was charged twice because of a technical error.
• Payment was made, but the order could not be created or confirmed, and no service was provided or product made available.
• MartGain canceled the order before work began without offering an alternative accepted by the customer.
• The digital product was shown not to function as described, and we could not fix the issue or provide a working version within a reasonable time.
• Applicable law grants a non-waivable right to a refund or cancellation.

Ready-Made Services with a Defined Scope

If you order a ready-made service, such as a content plan, designs, or video editing, and work has not yet begun, you may request cancellation. Once work has started, we consider the amount completed and costs already committed; a refund may be full, partial, or unavailable if the substantial part of the service has been completed.

Work is considered to have begun when an order enters actual production, such as the start of research, planning, design, video editing, or file preparation, not merely upon payment.

Custom Projects

Projects governed by a separate Proposal or Scope of Work are first subject to the cancellation and delivery terms set out in that document. If the document does not address this matter, the following principle applies: work actually completed and committed costs are accounted for, and any amount paid for unperformed work for which no necessary cost has been committed is refunded, unless the law grants a more favorable right.

Consultations and Appointments

• A session may be rescheduled once without charge if you request the change at least 24 hours before the appointment.
• If you cancel at least 24 hours before the appointment, you may request rescheduling or a refund of the session fee.
• If cancellation or a change is requested less than 24 hours before the appointment, we will try to reschedule once, subject to availability, and are not obliged to issue a cash refund if the time was reserved and could not be offered to another customer.
• If you fail to attend without notice, the session is considered used and a refund is generally not due, unless we accept exceptional circumstances or the law requires otherwise.

Digital Products and Downloads

Before the digital product is made available or downloading begins, we may review a cancellation request if you have not benefited from the content. After the file is downloaded, paid content is opened, or an access link is provided, a change of mind alone is generally insufficient grounds for a refund because the digital product becomes immediately available.

Nevertheless, you may request a review if the file is corrupted, the product materially differs from its description, it cannot be operated despite meeting the published requirements, the amount was charged in error, or you have stronger mandatory rights under applicable law.

Subscriptions

Canceling a subscription stops renewal for the next period; it does not automatically result in a refund for the current paid period. Access continues until the end of the prepaid period if the product permits it. If MartGain cannot provide the substantial part of the subscription during the paid period, a full or partial refund for the unavailable portion will be assessed.

Defects or Delivery Errors

If a problem can be remedied, correction or redelivery is the reasonable first step before a refund. If it cannot be remedied or the deliverable materially differs from the agreed scope, we will offer an appropriate solution, which may involve redoing the work or refunding the affected portion.

If MartGain Delays Delivery

If we materially exceed the agreed deadline for reasons other than customer delay, scope changes, or force majeure, you may contact us to request a revised timeline or cancel the unperformed portion. Any mandatory consumer rights in your country remain in force.

Cases Where a Refund Is Generally Not Due

• A change of mind after the service has been performed or its substantial part delivered.
• Rejecting work for reasons that were not part of the brief or agreed scope.
• Project delays caused by the customer’s failure to provide required information, access permissions, or approvals.
• Failure of an external tool or platform after delivery if the product worked at delivery and the change was beyond MartGain’s control, subject to any support or updates stated on the product page.
• The user’s breach of the Terms or misuse of the product or service.

How to Request a Cancellation or Refund

Contact us through the “Contact Us” page or an official support channel, stating your order number, the service or product name, and a brief reason for your request. We may ask for a screenshot or technical details if the request concerns a digital product or technical issue.

Refund Method and Processing Time

When a refund is approved, we attempt to return it through the original payment method whenever possible. The funds may take 7 to 14 business days or longer to appear, depending on the payment gateway and bank. This banking processing period is outside MartGain’s control once the refund has been issued.

Chargebacks and Bank Disputes

If you have an issue with an order, we ask that you contact us before initiating a bank dispute so there is a reasonable opportunity to investigate and resolve it. This does not limit any statutory right, but fraudulent use of chargebacks or initiating a chargeback after receiving the service may lead to account suspension or refusal of future orders.

Statutory Rights

This Policy does not eliminate any mandatory right granted by consumer protection law, e-commerce law, or any other applicable legislation. If a provision here conflicts with a non-waivable right, the statutory right prevails.