Refund & Cancellation Policy

Introduction

Town Walker provides website development, application development, e-commerce development and marketplace-related services, including onboarding, listing, advertising and account management support for marketplaces such as Amazon, Flipkart, Meesho, Etsy, eBay, Walmart, Alibaba, AJIO, Myntra, Snapdeal, JioMart, Blinkit, Zepto, Swiggy, Zomato, BigBasket, Shopsy, LimeRoad, Instamart and other online platforms.

This Refund & Cancellation Policy explains the circumstances under which a customer may request cancellation or a refund for services purchased from Town Walker. By purchasing a service, making payment, or approving commencement of work, the customer acknowledges that they have read, understood and accepted this policy.

7-Day Refund Request Period

• A customer who wishes to request a refund must submit the request within 7 calendar days from the date of payment or order confirmation.
• Refund requests submitted after 7 calendar days will generally not be eligible for a refund.
• The date on which payment is successfully received by Town Walker is the starting date for calculating the 7-day period.
• Submitting a request within 7 days does not automatically guarantee a refund — every request is reviewed according to this policy and the status of the service.

Refund Eligibility

A refund may be considered where all of the following apply:

• The refund request is received within the applicable 7-day period.
• Town Walker has not substantially commenced the requested service.
• No substantial work, development, onboarding, listing, account management or other service has already been completed.
• The customer has not approved, accepted or used the delivered work/service.
• The service has not already been submitted to, activated on, or processed through a third-party platform.
• No third-party fee, government fee, platform fee, advertising expenditure, subscription fee, payment-processing charge or other non-refundable expense has been incurred on the customer's behalf.
• The customer has provided accurate information and has not caused unreasonable delays or prevented Town Walker from performing the service.

Meeting these conditions does not prevent Town Walker from reviewing individual circumstances before approving any refund.

Once a Service Has Started

Many of our services require professional time, resources, account access, research, configuration, development, communication and third-party platform processing. Once Town Walker has started work, a service may become partially or fully non-refundable depending on the work completed. This includes (but is not limited to):

• Website and e-commerce website development
• Application development, design and customization
• Product listing and A+ content/listing services
• Marketplace and seller account onboarding
• Marketplace account management and account relaunch services
• Advertising campaign setup or management
• Product catalog preparation, store setup, uploading and optimization
• Data entry and marketplace configuration
• Dropshipping-related setup/services
• GST, trademark and food licence/registration assistance

If work has already been performed, Town Walker may deduct the value of work completed and any applicable non-refundable expenses before processing an eligible refund.

Non-Refundable Expenses

The following amounts may be non-refundable once incurred or paid to a third party:

• Government fees, GST or other statutory charges
• Marketplace/platform fees and registration fees
• Payment gateway charges
• Advertising expenditure
• Domain registration and hosting charges
• Software or subscription charges
• Third-party service provider, application/API/platform charges
• Courier/logistics or other third-party charges
• Any other expense specifically incurred for the customer's project

Marketplace Account Approval Is Not Guaranteed

Town Walker may provide onboarding, account setup, management and listing services for third-party marketplaces. However, approval, suspension removal, account activation, seller verification, product approval, brand approval, listing approval and advertising approval are ultimately controlled by the relevant third-party platform. A refund will therefore not automatically be due because a marketplace rejects an application, suspends an account, requests additional documents, rejects a product/listing, takes longer than expected, changes its policies, restricts or terminates an account, or because sales are lower than expected. Where Town Walker has performed the contracted service, third-party decisions do not by themselves constitute a failure to provide the service.

No Guarantee of Sales, Revenue or Profit

Town Walker does not guarantee any particular sales volume, number of orders, revenue, profit, conversion rate, ranking, search position, advertising performance, marketplace traffic, customer acquisition, account/product approval or return on advertising spend (ROAS). Marketplace performance depends on numerous factors outside Town Walker's control. Dissatisfaction with sales, revenue, profit or ranking alone does not create an automatic right to a refund.

Service-Specific Refund Terms

Refund treatment depends on the stage of work reached for each service:

Website & application development: if development has not started, a refund may be considered subject to deductions. Once design, development, coding, configuration, content integration, testing or deployment has started, the value of work already performed may be non-refundable, and once the project is substantially completed or delivered, payment may be non-refundable except where required by law.

Product listing & A+ content: once Town Walker begins preparing, uploading, editing, optimizing or submitting listings or catalog information, the related fee may become non-refundable. Rejection or removal of a listing by a marketplace does not automatically make the service refundable where the agreed work has been completed.

Advertising services: advertising budgets and expenditure are not refundable once spent or committed to a third-party advertising platform, whether through marketplaces, social platforms or search engines. Town Walker does not guarantee a particular number of clicks, impressions, orders, sales or ROAS.

Registration services (GST, trademark, food licence, etc.): government fees, statutory charges and third-party charges are non-refundable once paid or incurred. If documents have been prepared, an application submitted, consultation provided or processing commenced, the professional service component may also become non-refundable. Approval or rejection by a government authority is outside Town Walker's control.

Customer Delays or Failure to Provide Information

Town Walker may suspend or delay work where a customer fails to provide required documents, login/access information, business or product information, images, brand information, GST details, bank details, KYC documents, verification information, or approvals/confirmations. Customer-caused delays do not automatically create a right to a refund; a project that remains inactive due to missing information may be treated as delayed or on hold rather than cancelled.

Customer-Initiated Cancellation

A customer may request cancellation by contacting Town Walker through the official communication channel. Cancellation does not automatically mean the customer is entitled to a full refund. If work has already started, Town Walker may retain the amount corresponding to work completed, time spent, resources used, third-party expenses, platform charges, development work, account setup, listing work, advertising expenditure and other applicable costs. Any remaining eligible balance may be refunded after review.

No Refund for Change of Mind After Service Commencement

Once a service has commenced, a change of mind, business strategy, product, marketplace or personal circumstances does not automatically qualify for a full refund. Any eligible refund will be assessed based on work already completed and expenses already incurred.

Modification of Services

If a customer requests changes, additional work or a different scope after a service has commenced, this may be treated as additional work requiring additional payment, and does not automatically create a right to cancel the original service for a full refund.

Third-Party Platform Changes

Third-party marketplaces may change their policies, fees, seller or verification requirements, algorithms, listing or advertising rules, account policies or technical systems. Town Walker cannot control such changes, and a change made by a third-party platform does not automatically create a refund entitlement where Town Walker has already performed the contracted service.

Refund Processing & Review

Approved refunds are generally processed through the original payment method, where technically possible. Processing time depends on the payment gateway, bank, card issuer or other financial institution — Town Walker is not responsible for delays caused by these third parties once a refund has been initiated.

Before approving a request, Town Walker may review the date of payment and of the refund request, the service purchased, work already completed, communication history, customer approvals, third-party expenses, account activity, project status and deliverables already provided. The final refund amount, if any, is determined after this review and in accordance with applicable law.

Duplicate Payments

If a customer accidentally makes a duplicate payment for the same service, the duplicate amount may be refunded after verification, subject to applicable payment-processing deductions and verification requirements.

Fraudulent or Unauthorized Claims

Town Walker reserves the right to investigate refund requests that appear fraudulent, abusive, misleading or inconsistent with a customer's actual use of the service — including where a customer uses the service and then requests a full refund, provides false information, attempts a payment reversal after receiving the service, files an unauthorized chargeback, misrepresents project status, or attempts to obtain services without payment. Town Walker may share relevant transaction and service records with the applicable payment provider or financial institution where necessary.

Chargebacks

Customers are requested to contact Town Walker first to resolve any genuine payment or service dispute. A chargeback or dispute initiated after a customer has received or used the service may be investigated and contested with supporting records, where appropriate. Nothing in this section limits any rights available to the customer under applicable law.

How to Request a Refund

To request a refund, contact Town Walker through the official contact channel and provide:

1. Customer name
2. Order/invoice number
3. Payment date
4. Service purchased
5. Reason for refund
6. Payment reference/transaction details
7. Any relevant supporting information

Refund requests must be submitted within 7 calendar days from the date of payment. Requests received after this period may be rejected unless Town Walker determines otherwise or applicable law requires otherwise.

Exceptions Required by Law & Policy Updates

Nothing in this Refund & Cancellation Policy is intended to exclude, restrict or override any mandatory consumer or statutory rights that cannot legally be excluded under applicable law. Where applicable law conflicts with this policy, the applicable law will prevail to the extent of that conflict.

Town Walker reserves the right to update or modify this policy from time to time. The updated policy becomes effective when published on the website unless otherwise stated. Customers are encouraged to review this policy before purchasing services.

Contact

For refund or cancellation-related queries, customers may contact:

By placing an order or making payment for any service, the customer acknowledges that they have read and understood this Refund & Cancellation Policy and agree to the terms applicable to their purchased service. Town Walker reserves the right to assess each refund request based on the service purchased, work completed, expenses incurred and applicable law.