Cancellation & Refunds
This page explains how to cancel a project or the Care plan, what happens to the work already done, and how refunds are handled. Your proposal sets out the specific terms for your project.
Last updated: 5 November 2026
1.Overview
Every project is different, so the exact terms for your project are set out in your proposal. This page explains the general approach.
Unless your proposal says something different, we take payment in three parts: 30% as an advance before work starts, 40% when half of the work is done, and the remaining 30% before launch.
2.Cancelling a project
To cancel a project, write to us at connect@phaseline.in. Please send the message from the email address you used when you first contacted us, and tell us which project it is about. We will confirm in writing that we have received it.
3.What happens when a project is cancelled
When you cancel, this is what happens:
- Work stops on the day we receive your written cancellation.
- You pay for the work completed up to that day. Work we have not started is not charged.
- Work that has not launched is not handed over and does not become yours. It stays with Phaseline.
- If work has started, your advance and any other payments you have already made are not refunded.
- If work has not started, we will refund your advance.
For example, if you cancel a website after the design is finished but before the build has started, you pay for the design work and not for the build. The design has not launched, so it is not handed over and stays with Phaseline. Because work has started, the payments you have already made, including your advance, are not refunded.
If you cancel before we have started any work, we refund your advance.
If you are not sure how this applies to your project, write to us at connect@phaseline.in and we will explain it before you decide.
4.When a project is finished
When your project has launched and all payments due have been made, it is handed over to you and it is yours. We share the code files when you ask for them. Payment for finished work is not refunded.
5.Cancelling Care
Care is our optional monthly plan. You can cancel it at any time with 30 days' notice. To cancel, write to us at connect@phaseline.in.
6.Refunds
If work has not started, we refund your advance. Once work has started, advance payments and payments for the work completed are not refunded, so you cannot get a full refund after that point. Any other refund request is considered case by case and handled as set out in your proposal. To ask for a refund, write to us at connect@phaseline.in and explain what happened.
7.Support is included
Every project includes 6 months of support, which covers fixing faults in what we delivered. If something we delivered is not working as agreed, please tell us first so we can fix it. See our Terms & Conditions for details.
8.Contact
Phaseline, Delhi, India. Email: connect@phaseline.in. WhatsApp: +91 85954 75007. Working hours: 9 AM to 8 PM, Monday to Saturday.