This Refund & Returns Policy explains how GratDeal handles cancellations, refunds, returns, exchanges and related requests for website design, digital services and physical products purchased through GratDeal.com. GratDeal is a registered sole-proprietor business based in Sri Lanka and serves domestic and international customers. This Policy should be read together with the applicable product or service description, accepted quotation, Terms & Conditions and any separate maintenance agreement. Nothing here limits mandatory consumer rights or remedies under applicable law.

• Website design: normally 50% advance and 50% upon completion, before handover.
• Before project work starts: cancellation may qualify for a refund, subject only to actual, disclosed, non-recoverable payment processing costs where lawful.
• After work starts: each cancellation is fairly assessed against completed work and documented costs.
• Physical products: report eligible return issues within 7 days of delivery, without affecting longer mandatory legal rights.
• Initial response: within 5 working days of receiving a refund request.
• Approved refunds: GratDeal aims to initiate payment within 5 working days after approval.

Website design engagements ordinarily require a 50% advance payment. If a customer cancels after paying the advance but before GratDeal begins work, the advance will be refunded, except for any actual, non-recoverable payment processing costs that were disclosed to the customer and may lawfully be deducted. GratDeal does not apply an arbitrary cancellation penalty. If no such permitted costs apply, the advance will be refunded in full. The customer should request cancellation promptly through the contact methods below.

After project work has begun, cancellation and refund eligibility are evaluated individually and fairly. Factors may include the work completed, approved milestones, agreed scope, reasonable documented costs, third-party purchases and the reason for cancellation. This also applies when a project is approximately halfway complete or further advanced. A change of mind is assessed differently from a failure by GratDeal to deliver agreed services. Where a refund is due, GratDeal will explain the assessment and any lawful deductions. Requests for major changes, additional features or redesign outside the original scope are assessed separately.

Once the agreed website has been completed and handed over, GratDeal does not ordinarily offer refunds solely because the customer changes their mind or no longer wishes to use the website. This is not an exclusion of legal remedies. If the delivered website materially fails to meet agreed requirements, contains defects attributable to GratDeal, or applicable law provides a remedy, the matter will be reviewed. GratDeal should first be given a reasonable opportunity to correct relevant defects, without limiting any mandatory right to repair, another appropriate remedy, or a refund where legally required. The remaining 50% project balance is payable upon completion and before final handover, as agreed.

If a material delivery delay is attributable to GratDeal, the circumstances will be reviewed individually, taking account of the agreed timeline, the cause and duration of delay, communications and applicable customer rights. If customers delay providing required content, images, logos, approvals, access or instructions, delivery estimates may be extended; customer-caused delay alone does not automatically establish refund eligibility. If agreed features are missing or defects are identified, please notify GratDeal and allow a reasonable opportunity to investigate and correct them. Extra features or redesign work outside scope are assessed case by case.

When necessary information, approval or a response remains outstanding, GratDeal may send a reminder after approximately 7 days of inactivity. If no response follows, project work may be placed on hold. GratDeal allows a further period of up to 2 months for the customer to re-engage, measured from the written pause notice unless another date is agreed. If the customer remains unresponsive, GratDeal may review whether the project should be closed, taking into account completed work, reasonable evidenced costs, third-party commitments and applicable law. Payments do not automatically become non-refundable merely because this period expires. Any refundable balance will be assessed fairly. A customer returning later may request to resume the project, subject to feasibility, a revised schedule and any agreed additional charges. GratDeal will communicate the assessment before final closure.

Domain registration, hosting activation and renewals are assessed individually, subject to relevant registrar or hosting provider terms and applicable law. If a domain has already been registered, GratDeal will consider the actual circumstances and any available provider refund. Hosting cancellations are similarly reviewed case by case. Refunds for separately purchased premium themes, plugins, licences and stock assets depend on the relevant provider’s refund arrangements. Renewal refunds are subject to provider rules and legal rights. Where a package included a first-year domain or hosting benefit, only genuine, previously disclosed and reasonably attributable costs may be considered in a cancellation assessment, where lawful. A benefit advertised as free does not create an undisclosed charge.

For AI chatbot setup cancelled after work starts, GratDeal assesses refund eligibility according to the work completed and the circumstances. Third-party AI API credits, usage charges and provider subscriptions are subject to the applicable AI provider’s terms. If a third-party API or hosting service becomes unavailable, GratDeal will assess its own service obligations separately from any third-party charges. This Policy does not promise refunds of third-party fees that the provider has not refunded or that GratDeal is not legally required to reimburse.

Cancellation or refund of a paid maintenance plan is governed by the agreed maintenance arrangement and applicable law. If defects relating to GratDeal’s original work are reported during an included support period, GratDeal will first investigate and seek to correct them. If an appropriate correction is not possible, a fair remedy will be considered, without excluding statutory remedies. A request for new features or work outside the agreed maintenance scope is not itself a defect in the original service.

For mobile accessories and other physical goods, customers are asked to contact GratDeal within 7 days after delivery if an item is incorrect, damaged or defective. This is our normal reporting window and does not shorten any longer period or remedy required by law. Change-of-mind returns are not ordinarily accepted. We may assess an item that has been used only to the extent reasonably necessary to inspect or test it. Eligibility depends on the issue, evidence, condition and applicable consumer rights. Please retain packaging and included accessories where reasonably possible, but a missing box alone does not extinguish a mandatory statutory remedy.

Where a wrong, damaged or defective item is confirmed, GratDeal will assess an appropriate repair, replacement or refund, depending on the circumstances, product and applicable law. Contact us with the order number, a description of the problem and photographs if available. We may reasonably request further information or an inspection. Where a defect or GratDeal fulfilment error is confirmed, GratDeal will bear reasonable return-shipping costs for the approved return, subject to applicable law and agreed return instructions. Do not send an item before receiving return instructions.

International returns may be accepted with prior authorization. For an overseas return, the customer may initially need to arrange and pay for return shipment. However, where the return is due to a confirmed defect, an incorrect item supplied by GratDeal, or a legal obligation, reasonable return costs will be reimbursed or otherwise covered as required under this Policy and applicable law. For an approved non-fault return exceptionally accepted at GratDeal’s discretion, return shipping is normally the customer’s responsibility unless otherwise agreed. Customs duties and import taxes collected by public authorities are refunded only where the relevant authority makes a refund available; amounts collected by GratDeal will be assessed separately in accordance with law. Customers should follow the authorized shipping and customs instructions to avoid unnecessary charges.

Cash on Delivery (COD) is offered only for eligible deliveries in Sri Lanka. If a COD order is refused or returned undelivered, GratDeal may cancel the order and fairly assess any actual, reasonable and legally recoverable costs, with notice to the customer. If a customer reports an accidental or incorrect order, the outcome depends on whether the order has been processed or dispatched and who caused the error. Where the error was caused by GratDeal and is established, an appropriate correction or refund will be provided in accordance with applicable law. A customer’s own ordering mistake is assessed individually rather than treated automatically as a seller error.

Submit a request by email or WhatsApp using the details below. Please include your order number, name, contact information, reason for the request and relevant evidence such as screenshots or photographs where available. For physical returns, obtain authorization and shipping instructions before dispatching the item. Approved physical returns should be sent to 197/13 I.L Mohamed Lane, Galbokka, Weligama, Sri Lanka, unless GratDeal confirms a different arrangement. Do not send passwords, full payment card details or other sensitive information through chat.

GratDeal aims to send an initial response within 5 working days after receiving a refund or return request. More time may be needed to investigate, inspect an item or obtain information from third-party providers. If a refund is approved, GratDeal aims to initiate the refund within 5 working days after approval. The time for funds to appear in the customer’s account may vary by bank, card issuer, PayPal, Payoneer or other payment provider. Refunds are ordinarily sent to the original payment method; where that is unavailable, an agreed bank transfer or another suitable method may be used. GratDeal bears its own ordinary refund processing and bank charges, subject to the distinct, previously disclosed non-recoverable transaction costs described in Section 03. Refunds required by law will be processed within any applicable mandatory deadline.

If a request is declined, GratDeal will explain the reason in writing through email or WhatsApp. Customers may first discuss concerns through WhatsApp and, if unresolved, request a formal review by email. Refund and return assessments are based on the order, supporting evidence, service or product circumstances, agreed terms and applicable law. Nothing in this Policy prevents customers from pursuing mandatory statutory rights or remedies.

Business: GratDeal (registered sole-proprietor business)
Address: 197/13 I.L Mohamed Lane, Galbokka, Weligama, Sri Lanka
Email: gratdeal.info@gmail.com
WhatsApp: +94 71 868 4974
Website: gratdeal.com

GratDeal may update this Policy by publishing a revised version with a new update date. Changes do not retrospectively remove rights arising under an existing order or applicable law.