Last changed 2026-09-12
Refunds and cancellation
The parts of the terms that deal with money, on their own, because this is what people come looking for and section nine is not where they should have to find it. Nothing here removes a right the Consumer Protection Act gives you.
Retainers
A monthly retainer starts on the date agreed and runs until either of us ends it, on the notice in the agreement.
What it covers is in that agreement rather than on a page, because the work differs by client.
Unused capacity in a month does not roll forward unless the agreement says it does.
Advertising spend
Where we run advertising, the media spend is yours and is separate from our fee.
Wherever possible it is paid on your own account, to the platform, so you can see it. We never mark it up.
Paying
As set out in the agreement for the work, which is usually part before and the rest on delivery.
In India no GST is added, because we are not registered for it. Where an invoice is raised outside India, any tax that applies is stated on the invoice.
Stopping
Either of us can stop a project. If you stop one, work already done is payable and anything reserved for it may be too, as set out in the agreement.
If we stop one, you pay for what has been delivered and we hand over what has been paid for.
If you have a complaint
Write to Aditya Bisen at grievance@turtlelabs.co.in. We acknowledge within forty-eight hours and resolve within thirty days, and we will tell you where it has got to rather than leaving you to ask.
If that does not settle it, you can take it to a consumer forum, or to the National Consumer Helpline on 1915. Where the complaint is about your information rather than your purchase, the Data Protection Board of India is the place after us.
Nothing in these terms takes away a right the Consumer Protection Act gives you.