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Return & Refund Policy.

We deliver custom digital work — there is nothing physical to return. This page explains exactly when a refund is available, how to ask for one, and when it isn’t.

EFFECTIVE: 5 MAY 2026 · APPLIES TO UBERMEDIALABS.COM

Uber Media Labs (“we”, “us”, “our”) provides AI automation, web development, digital marketing, and lead generation services to businesses across India and globally. Because our work is bespoke and delivered digitally, the concept of a “return” does not apply in the same way as it does for physical goods. This policy explains the circumstances under which a refund may be issued, what is categorically non-refundable, and the process for requesting a refund. Where a signed proposal or service agreement sets out different commercial terms, that document governs for the engagement in question.

1. Nature of our services

All engagements with Uber Media Labs result in digital deliverables — software, automations, websites, marketing assets, strategies, or managed service time. Because these deliverables are intangible and are often built to your specific brief, they cannot be “returned” once they have been created and handed over. This policy is therefore framed around whether a refund of fees paid is appropriate, not around the return of a physical item.

2. Refund eligibility

Whether a refund is available depends on how far the work has progressed at the time of the request:

  • Work not yet started— if you have paid a deposit or project fee and we have not yet commenced any work (no discovery call, no research, no scoping, no code or asset creation), you are entitled to a full refund of the amount paid, less any payment-processing fees charged by Razorpay, Stripe, or PayPal (typically 2–3%).
  • Work in progress— if a project has been kicked off and work is under way, refunds are calculated on a pro-rata basis for the portion of work not yet completed. The portion completed to date is non-refundable. “Completed” means any work product we have produced, whether or not it has been formally delivered to you.
  • Milestone-based projects— for engagements structured as milestones (e.g., Discovery → Design → Build → Launch), a paid milestone is non-refundable once that milestone has been delivered and accepted, or once the next milestone has commenced.
  • Work fully delivered— once a final deliverable has been handed over (deployed, emailed, or shared via a link or repository), no refund is available unless the deliverable materially fails to meet the scope agreed in the signed proposal.
  • Retainers and subscriptions — see our Cancellation Policy for how unused portions of a monthly retainer or subscription cycle are handled. Unused time in a partially-used period is generally non-refundable.

3. Non-refundable items

The following are not eligible for refund under any circumstances:

  • Third-party pass-through costs— ad spend placed on your behalf (Google Ads, Meta, LinkedIn), domain registrations, SSL certificates, hosting fees, stock-photography or video licences, SaaS tool subscriptions, and API usage charges (e.g., OpenAI, OpenRouter, Google Workspace) that have already been incurred on your behalf. These costs are paid directly to the relevant third party; Uber Media Labs cannot recover them once spent.
  • Consultation and audit fees— fees for a completed strategy session, technical audit, or discovery workshop are non-refundable once the session has taken place.
  • Completed and accepted deliverables— any work product you have reviewed, provided feedback on, or approved is considered accepted and is non-refundable.
  • Rush or expedited fees— any premium paid for accelerated delivery is non-refundable regardless of project outcome.
  • Payment-processing fees— card and gateway fees charged by Razorpay, Stripe, or PayPal are not returned to us and therefore cannot be included in any refund.
  • GST and other taxes— 18% GST collected on Indian invoices is remitted to the government and cannot be refunded by us. You may reclaim input tax credit through your own GST filing, if eligible.

4. How to request a refund

To initiate a refund request, email support@ubermedialabs.com with the subject line “Refund Request — [your company name]” and include the following:

  • Your full name and company name.
  • The invoice number or payment reference.
  • The amount paid and the date of payment.
  • A brief description of the reason for the refund request, including which work has or has not been started/delivered.

Requests must be submitted within 14 calendar days of the triggering event (e.g., the payment date for pre-kickoff refunds, or the delivery date for disputes about delivered work). We will acknowledge your request within 2 business days and aim to resolve it within 7 business days.

5. Refund processing timeline

Approved refunds are processed back to the original payment method:

  • Razorpay(INR) — typically 5–7 business days to your bank account or card.
  • Stripe(INR / USD) — typically 5–10 business days to your card or bank account, depending on your issuing bank.
  • PayPal(USD / INR) — typically 3–5 business days to your PayPal balance or linked bank account.

We have no control over the processing speed of banks or payment gateways once we initiate the refund. If you do not see the credit within 10 business days of receiving our confirmation, please contact your bank or gateway first, then email us if the issue persists.

6. Goodwill and discretionary refunds

Outside the eligibility criteria above, we may at our sole discretion offer a partial credit, discount on future work, or goodwill refund where circumstances warrant it — for example, where we have fallen significantly short of a committed delivery date for reasons entirely within our control. Goodwill refunds are never an obligation and do not set a precedent for future requests.

7. Disputes and your signed agreement

Your signed proposal or service agreement is the primary commercial contract for any engagement. Where that document sets out specific payment and refund terms (for example, a payment schedule tied to milestone sign-offs), those terms take precedence over this general policy.

If you believe a deliverable materially fails to meet the agreed scope and we cannot resolve it through our support process, you may raise a formal dispute by writing to support@ubermedialabs.com. We will make every effort to resolve disputes amicably. If we cannot reach agreement, both parties agree to submit to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, India, and Indian law governs.

8. Changes to this policy

We may update this policy from time to time. The effective date above reflects the current version. Material changes will be announced on this page. Your continued use of our services after the effective date constitutes acceptance of the updated policy.

9. Contact

Questions about a specific refund situation? Email us at support@ubermedialabs.com or use the contact page. For broader legal terms governing our services, see our Terms of Service.

Uber Media Labs
Gurugram · Kanpur · Bengaluru · Remote, India

Last reviewed: 5 May 2026.