Refund & Cancellation Policy

1. General Policy Overview

Our refund and cancellation policy is designed to balance fairness to clients with protection of our business interests. The custom nature of technology services is reflected where significant resources are invested based on specific client requirements.

1.1 Key Principles

• Fair Treatment: Refunds are evaluated on a case-by-case basis. Project stage, work completed, resources invested, and specific circumstances surrounding the cancellation request are considered
• Stage-Based Approach: Early-stage cancellations (before work starts or during initial phases) are treated more favourably than cancellations after significant work completion and client acceptance
• Custom Work Nature: Custom development, design, and consulting work that has started is non-refundable due to the bespoke, client-specific nature of services that cannot be resold or repurposed
• Quality Commitment: Technical issues, defects, or non-conformance caused by our work are addressed through corrections, revisions, and remedial work rather than refunds. The quality promised is ensured to be received
• Legal Compliance: All refund decisions and processes are governed by Indian law. Consumer Protection Act 2019 is particularly relevant. Processing occurs in accordance with GST Act 2017 and applicable regulations
• Written Communication: All refund requests, cancellation notices, and related communications must be in writing (email acceptable) for proper documentation and processing

1.2 Scope of Application

This policy applies to:

• All project-based services. Custom software development, web applications, mobile apps, enterprise solutions are included
• Subscription-based services. SaaS products, maintenance contracts, support agreements are included
• Consulting, advisory, training, and professional services
• Fixed-price projects, time-and-materials engagements, and retainer arrangements
• All services listed on our Services page unless service-specific agreements state otherwise

2. Project-Based Services Refund Policy

For custom development projects including web development, mobile app development, AI/ML solutions, cloud solutions, enterprise software, and other project-based engagements:

2.1 Pre-Development Stage

Refund eligibility when project is cancelled before development work begins:

• Before Contract Signing: 100% refund of any advance payments, deposits, or consultation fees paid. Refund is processed within 7-10 business days of written cancellation notice
• After Contract Signing, Before Work Starts: Refund of advance payment minus 10% administrative fee is provided to cover contract preparation, initial planning, resource allocation, and administrative overhead. Refund is processed within 10-14 business days
• After Initial Consultation: Refund of advance payment minus consultation fees incurred, planning costs, requirements documentation time, and 15% administrative fee is provided. Detailed breakdown is given
• After Detailed Planning Phase: Refund of advance minus costs for completed planning deliverables (requirements documents, wireframes, technical specifications, architecture diagrams) plus 20% administrative fee is calculated

2.2 Development Stage

Once active development, design, or implementation work has started, refunds are calculated based on project completion percentage:

• 0-25% Project Completion: Refund of 60% of remaining project value (after deducting value of completed and delivered work) is provided. Example: If project value is ₹5,00,000 and ₹1,50,000 worth of work is completed, refund = 60% of (₹5,00,000 - ₹1,50,000) = ₹2,10,000
• 26-50% Project Completion: Refund of 40% of remaining project value after deducting completed work value is given. This reflects significant resources invested, team allocation, and opportunity costs
• 51-75% Project Completion: Refund of 20% of remaining project value after deducting completed work value is provided. At this stage, majority of project investment has been made
• 76-100% Project Completion: No refunds are available. Full payment is the responsibility of the Client. Work completed at this stage represents substantial value delivered and resources invested

2.3 Post-Delivery Stage

After project delivery, client acceptance, and final sign-off:

• No Refunds: No refunds for completed, delivered, and accepted deliverables. Final payment is due as per contract terms
• Warranty Coverage: Warranty period (30-90 days as specified in contract) covers correction of defects, bugs, and non-conformance issues at no additional cost
• Change Requests: Any modifications, enhancements, additional features, or changes to accepted work are treated as new work with separate quotation and payment
• Maintenance: Post-warranty support and maintenance are available through separate maintenance agreements

2.4 Milestone-Based Projects

For projects with milestone-based payments:

• Refunds apply to milestones not yet initiated or completed
• Completed and accepted milestones are non-refundable
• Milestone in progress follows stage-based refund percentages above
• Payment for all accepted milestones must be completed by Client before cancellation is finalised

3. Subscription and Recurring Services

For SaaS products, maintenance contracts, support agreements, and other subscription-based services:

3.1 Monthly Subscriptions

• Cancellation Notice: Cancellations must be submitted in writing at least 15 calendar days before the next billing cycle
• No Partial Month Refunds: No refunds for partial month usage. If cancellation occurs mid-cycle, access is retained until the end of paid period
• Service Continuation: Services continue to be available until the end of the current paid billing period after cancellation notice
• No Unused Time Refunds: No refunds for unused time, unused features, or reduced usage in the current billing period
• Automatic Renewal: Monthly subscriptions auto-renew unless cancelled with proper notice. Auto-renewal charges are non-refundable once processed

3.2 Annual Subscriptions

Refund eligibility for annual or longer-term subscription commitments:

• Within 30 Days of Purchase: Pro-rated refund is calculated on monthly basis minus 10% administrative fee. Example: Annual subscription ₹60,000 cancelled after 1 month = Refund of (₹60,000/12 × 11) - 10% = ₹49,500
• 31-90 Days from Purchase: Pro-rated refund is calculated on monthly basis minus 20% administrative fee to cover onboarding, setup, and administrative costs
• After 90 Days from Purchase: No refunds for annual subscriptions. The entire subscription term must be fulfilled by Client. Early termination is possible with payment of 50% of remaining term value
• Auto-Renewal: Annual subscriptions that auto-renew can be cancelled within 7 days of renewal charge for 80% refund (20% retention fee)

3.3 Maintenance and Support Contracts

For ongoing maintenance, support, and retainer agreements:

• Cancellation Notice: Minimum 30 calendar days written notice is required for cancellation or non-renewal
• No Unused Hours Refund: No refunds for unused support hours, unused time allocation, or unutilised maintenance windows
• Prepaid Contracts: Prepaid annual maintenance contracts are non-refundable after service starts. Pro-rated refunds may be considered on case-by-case basis before 60 days
• Contract Minimum: Contracts with minimum term commitments (12-month minimum) require payment for remaining term or early termination fee of 40% of remaining value
• Support Credits: Unused support credits, hours, or allocations expire at contract termination. These are non-transferable and non-refundable

3.4 Free Trials

• Free trials are non-refundable as no payment is made
• If trial converts to paid subscription, standard refund terms apply from conversion date
• Promotional discounts and special offers are non-refundable and have no cash value

4. Consultation and Training Services

For consulting engagements, training sessions, workshops, and advisory services:

4.1 Scheduled Sessions

Refund policy based on cancellation timing relative to scheduled session date:

• 7+ Days Before Scheduled Date: 100% refund of fees paid. No cancellation penalty
• 4-6 Days Before: 75% refund. 25% retention fee covers scheduling, preparation, and lost opportunity to book alternative clients
• 2-3 Days Before: 50% refund. 50% retention fee covers preparation, resource allocation, and limited ability to reschedule
• Less than 48 Hours Before: No refund. Full fees are retained due to complete preparation, dedicated resource allocation, and no opportunity for replacement booking
• No-Show: No refund. Full fees are charged. Ban from future bookings may result

4.2 Completed Sessions

• After Service Delivery: No refunds for completed consultations, training sessions, workshops, or advisory meetings
• Quality Issues: If dissatisfaction exists with quality, a complimentary follow-up session is requested rather than refund
• Recordings and Materials: Session recordings, presentation materials, and deliverables provided are non-refundable once delivered

4.3 Multi-Session Packages

For bundled consultation or training packages:

• Refunds are available for unconducted sessions only
• Completed sessions are non-refundable
• Package discounts are adjusted to reflect single-session rates for completed sessions before refund calculation
• Rescheduling (with 48+ hours notice) is preferred over cancellation where possible

4.4 Retainer-Based Consulting

• Monthly retainers require 30 days cancellation notice
• No refunds for unused hours within the month
• Prepaid retainers: Pro-rated refund for full unstarted months only (after deducting partial month and 15% administrative fee)

5. Non-Refundable Items

6. Quality and Performance Issues

6.1 Our Quality Commitment

High-quality services that meet agreed specifications are committed to be delivered. If our deliverables fail to meet documented requirements or contain defects:

• Free Corrections: Issues are corrected, bugs are fixed, and non-conformance is addressed at no additional cost during the warranty period (30-90 days as specified in contract)
• Priority Response: Critical bugs and major non-conformance issues are addressed as top priority with expedited resolution timelines
• Remedial Work: Remedial work, revisions, adjustments, and fixes are provided to bring deliverables into conformance with specifications
• Good Faith Efforts: Good faith efforts are made to resolve quality issues through corrections before refunds are considered
• Partial Refunds: If correction is not feasible or resolution cannot be achieved within reasonable timeframes, partial refunds may be considered for non-conforming portions only

6.2 Refund Eligibility for Quality Issues

Refunds due to quality or performance issues are considered when:

• Fundamental Non-Conformance: Deliverables materially fail to meet documented, written specifications agreed upon in project documentation, SOW, or contract
• Critical Unusability: Critical bugs, defects, or issues render the solution unusable for its intended purpose, and resolution cannot be achieved within reasonable time
• Inability to Correct: Technical inability exists to correct issues or achieve specifications within reasonable timeframes (30-45 days of good faith effort)
• Timely Reporting: Issues are reported in writing within the warranty period with clear documentation, screenshots, error logs, and reproduction steps
• Good Faith Cooperation: Cooperation is provided by Client in troubleshooting, testing, and resolving issues. Access to systems and information needed is given

6.3 Quality Issues Not Eligible for Refunds

The following are not considered valid grounds for refunds:

• Subjective preferences, aesthetic opinions, or minor design differences
• Features or functionality not specified in original requirements or SOW
• Performance issues caused by inadequate hosting, servers, or infrastructure provided by Client
• Issues arising from Client modifications, customisations, or third-party integrations
• Browser compatibility issues for browsers not specified in requirements
• User error, misuse, or failure to follow provided instructions
• Changes in business requirements, market conditions, or Client expectations after acceptance

6.4 Warranty Limitations

Warranty coverage and remedial work are subject to:

• Issues must be reported within warranty period (30-90 days post-delivery)
• Warranty covers defects in workmanship, not third-party components or services
• Warranty is void if unauthorised modifications are made to deliverables
• Extended warranty or post-warranty support is available through separate maintenance agreements

7. Cancellation Procedures

7.1 How to Cancel Services

To request cancellation of services or termination of agreements:

7.2 Notice Periods

Required notice periods for different service types:

• Project-Based Services: Cancellation can occur at any time with refund calculated per Section 2
• Monthly Subscriptions: 15 calendar days notice before next billing cycle
• Annual Subscriptions: 30 calendar days notice (refund eligibility per Section 3.2)
• Maintenance Contracts: 30 calendar days notice
• Consultation Services: Per Section 4.1 based on session proximity

7.3 Mutual Termination

If both parties agree to terminate:

• Mutually agreed settlement terms can supersede standard refund policy
• Written mutual termination agreement is executed
• Settlement terms are documented including payments, deliverables, IP rights, and confidentiality
• Both parties release each other from further obligations (except surviving provisions)

8. Refund Processing

8.1 Refund Methods

Approved refunds are processed through:

• Original Payment Method: Refund is issued to the original payment method used (bank account, credit card, payment gateway account)
• Bank Transfer: For large refunds or if original method is unavailable, direct bank transfer (NEFT/RTGS/IMPS) to Client's account
• International Transfers: For international clients, wire transfer to original bank account (bank charges may apply and be deducted from refund)
• Credit Note: By mutual agreement, credit note for future services may be issued in lieu of cash refund

8.2 Refund Timelines

Processing timelines for approved refunds:

• Refund Initiation: Refunds are initiated within 10-15 business days after settlement agreement is executed and all outstanding payments are cleared
• Bank Transfer Processing: 5-7 business days for domestic transfers, 10-15 business days for international transfers
• Credit Card Refunds: 7-14 business days depending on card issuer and payment gateway processing
• Payment Gateway Refunds: 5-10 business days subject to gateway processing times
• Total Timeline: Complete refund process takes 15-30 business days from settlement agreement to funds receipt

8.3 Refund Confirmation

• Email confirmation is sent when refund is initiated with transaction reference and expected timeline
• Proof of transfer is provided (transaction screenshot, UTR number, payment gateway receipt)
• If refund is not received within stated timeline, notification should be given for investigation

8.4 GST and Tax Treatment

For refunds involving GST:

• Refunds are processed at original invoice value including GST
• Credit note is issued as per GST Act 2017 requirements
• If GST has been claimed as input tax credit by Client, repayment to tax authorities is Client's responsibility
• All refunds are documented for tax compliance and audit purposes

9. Payment Disputes

9.1 Disputed Invoices

If disagreement exists with any invoice or charges:

• Notification Deadline: Written dispute must be submitted within 10 calendar days of invoice date with specific disputed items and reasons
• Undisputed Portion: Payment of undisputed amount must occur by due date to avoid late payment consequences
• Good Faith Review: Both parties will work in good faith to resolve disputes within 15 days through documentation review and discussion
• Resolution: If resolution occurs in Client's favour, credit memo or refund is issued within 10 business days
• Acceptance by Silence: Failure to dispute within 10 days constitutes acceptance of invoice. Full payment becomes due

9.2 Chargeback Policy

Regarding credit card or payment gateway chargebacks:

• Direct Communication First: Contact with us is required before initiating chargebacks. Most disputes can be resolved through direct communication
• Chargeback Consequences: Disputed chargebacks result in immediate suspension of services, termination of agreements, and possible legal action
• Chargeback Fees: Chargeback fees imposed by payment processors (₹500-₹2,000) will be charged to Client
• Evidence Submission: Complete documentation is provided to payment processors including contracts, invoices, delivery confirmations, and communications
• Successful Chargeback: If chargeback is upheld, standard refund terms apply. If chargeback is overturned, full payment plus chargeback fees are due

9.3 Billing Errors

If genuine billing errors occur:

• Errors are corrected within 5 business days of notification
• Revised invoices or credit memos are issued as appropriate
• Overpayments are refunded or credited to future invoices at Client's choice
• Underpayments are added to next invoice or separate invoice is issued

10. Special Circumstances

10.1 Force Majeure Events

For cancellations due to force majeure events (natural disasters, pandemics, wars, government actions):

• Refund policies may be applied with greater flexibility on case-by-case basis
• Administrative fees and retention percentages may be reduced or waived
• Extended payment plans or deferred payment options may be offered
• Credit notes for future services may be issued in lieu of immediate refunds
• Both parties are expected to work in good faith to achieve equitable resolution

10.2 Company Performance Issues

If cancellation results from significant delays, failures, or breaches by our company:

• More favourable refund terms may be applied than standard policy
• Completed work may be valued at reduced rates reflecting quality or delay issues
• Additional compensation may be considered for significant inconvenience or damages
• Full refunds may be provided if project has not substantially progressed due to our failures

10.3 Client Hardship

For genuine financial hardship or business closure:

• Individual circumstances are reviewed with documentation (financial statements, closure notices)
• Extended payment plans for outstanding amounts may be offered
• Partial refunds or credits may be considered on compassionate grounds
• These accommodations are at our discretion and not guaranteed

10.4 Regulatory or Legal Requirements

If refunds are required by consumer protection authorities, courts, or regulatory bodies:

• Compliance occurs with legally binding orders or directions
• Refunds are processed as ordered by authorities within specified timelines
• This policy is subject to applicable consumer protection laws and regulations

11. Taxes and Fees

11.1 GST Treatment

All refunds involving GST are processed as follows:

• Original invoice included GST as per GST Act 2017
• Credit note is issued for refunded amount including proportionate GST reversal
• If Client has claimed input tax credit on original invoice, liability to reverse ITC and repay to tax authorities rests with Client
• All transactions are documented for GST compliance and audit trails
• GSTIN details must be provided by Client for proper credit note issuance

11.2 TDS (Tax Deducted at Source)

If TDS was deducted on original payment:

• Refunds are calculated on gross amount (before TDS deduction)
• Refund is processed for net amount paid by Client
• Client is responsible for claiming TDS refund from income tax authorities through their tax returns
• Form 16A or TDS certificate is provided for original payment for Client's tax records

11.3 Processing Fees

Various processing and transaction fees:

• Payment Gateway Fees: Original payment gateway charges (2-3%) are non-refundable
• Bank Transfer Fees: Wire transfer charges, SWIFT fees for international transfers are deducted from refunds
• Foreign Exchange: For international clients, forex conversion charges and rate differences apply
• Administrative Charges: As specified in applicable sections above (10-20% depending on stage)

12. Client Responsibilities

12.1 Timely Communication

Client responsibilities for refund requests:

• Cancellation requests are submitted promptly when decision is made
• Responses to refund assessment and settlement proposals occur within reasonable timeframes (5-10 business days)
• Current contact information and bank details are maintained for refund processing
• All communications should be in writing (email acceptable) for proper documentation

12.2 Outstanding Payments

Before refunds are processed:

• All outstanding invoices for completed work must be paid in full
• Agreed settlement amounts for work-in-progress must be settled
• Non-refundable items and fees must be paid
• Refunds will not be processed until all Client payment obligations are fulfilled

12.3 Return of Materials

Upon cancellation, Client agrees to:

• Return or delete any work-in-progress, draft deliverables, or confidential materials not paid for
• Cease use of any licensed tools, frameworks, or materials provided during engagement
• Deactivate or return access credentials, logins, or system access provided for the project
• Comply with IP rights provisions in settlement agreement

12.4 Cooperation

Client cooperation is expected in:

• Good faith negotiations for settlement terms
• Providing information needed for refund assessment
• Completing necessary documentation for refund processing
• Acknowledgement and acceptance of settlement once agreed

13. Policy Amendments

13.1 Right to Modify

We reserve the right to modify this Refund and Cancellation Policy at any time:

• Notification: Changes are posted on our website with updated "Last Updated" date. Email notification is sent to active clients for material changes
• Effective Date: Changes become effective 30 days after posting or as stated in notification
• Existing Engagements: For active projects or contracts, terms in effect at contract signing continue to apply unless mutual agreement exists to adopt new terms
• Continued Service: Continued use of services or new engagements after changes become effective constitutes acceptance of modified policy

13.2 Review and Updates

This policy is reviewed and may be updated to:

• Reflect changes in business practices, service offerings, or operational requirements
• Comply with new legal requirements, regulations, or court decisions
• Incorporate lessons learned from past refund situations
• Improve clarity, fairness, and transparency of refund processes

13.3 Version Control

• Previous versions of this policy are archived and available upon request
• Version applicable to your engagement is determined by your contract date
• Disputes are resolved based on policy version in effect at time of contract execution

14. Governing Law

14.1 Applicable Laws

This Refund and Cancellation Policy is governed by:

• Consumer Protection Act, 2019: Consumer rights and protections under Indian consumer law
• Indian Contract Act, 1872: Contract principles, breach, and remedies
• Goods and Services Tax Act, 2017: Tax treatment of refunds and credit notes
• Information Technology Act, 2000: Digital contracts and electronic transactions
• Laws of India: All other applicable central and state legislation

14.2 Jurisdiction

Disputes arising from refunds or cancellations:

• Are subject to the exclusive jurisdiction of courts in Mumbai, Maharashtra, India
• Will first be attempted to be resolved through good faith negotiation and mediation
• May be escalated to arbitration as per our Terms and Conditions
• Are governed by dispute resolution procedures outlined in our main Terms and Conditions

14.3 Integration with Terms

This policy should be read together with:

• Our Terms and Conditions which govern overall service relationship
• Specific service agreements, SOW, and project contracts
• Our Privacy Policy regarding data handling
• In case of conflicts, specific written agreements prevail over this general policy

15. Contact Information