1. Overview & Policy Scope
At UTILIPAY HUB (OPC) PVT LTD (“UTILIPAY HUB”, “we”, “us”, “our”), we operate with dedication to transparent communication, milestone-based accountability, and fair business practices. This Cancellation and Refund Policy outlines the terms and procedures under which cancellations and refunds are granted for our bespoke website design, software engineering, digital marketing, CA/compliance support, and technology services.
2. Project Cancellation Guidelines
Clients may submit cancellation requests under the following criteria:
- Prior to Sprint Kickoff (Within 48 Hours): A client may cancel their contracted order within 48 hours of advance payment, provided sprint discovery, architecture planning, or code development has not formally commenced. In this scenario, a 100% refund of the advance amount will be initiated (less third-party payment gateway transaction processing charges of approximately 2% to 3%).
- During Active Development Sprints: Once design discovery, wireframing, architecture, or coding has commenced, cancellation may be requested at any milestone. Work ceases immediately upon written confirmation. The advance deposit will be prorated against work completed up to that date, and the client will be handed all completed design assets, documentation, and Git repository code created to date.
- Monthly Retainers & Maintenance Contracts: Recurring monthly hosting, maintenance, or marketing retainers may be cancelled with a minimum of fourteen (14) days' written notice prior to the upcoming renewal date. No subsequent charges will be levied.
3. Refund Eligibility & Criteria
Refunds are evaluated objectively against agreed Statement of Work (SOW) deliverables:
- Service Non-Performance: If UTILIPAY HUB is unable to deliver the contracted technical milestones as specified in the SOW, and fails to rectify defects within two (2) complimentary revision rounds, the Client is entitled to a prorated or full refund of that milestone fee.
- Duplicate or Erroneous Transactions: In the event of accidental duplicate payments caused by network timeouts or payment gateway glitches, the duplicate amount will be refunded in full without administrative deduction.
4. Non-Refundable Circumstances
The following fees are strictly non-refundable:
- Completed milestones that have been reviewed, approved, and signed off by the Client.
- Final balances after production live deployment, DNS cutover, or handover of complete administrative repository rights.
- Third-party costs already disbursed on the Client's behalf (such as domain registration fees, SSL certificates, cloud server allocations, or government statutory filing charges).
5. Refund Processing Timeline & Method (5 to 7 Business Days)
RBI-Compliant Refund Settlement Standard
- Refund Method: All refunds are processed electronically and credited exclusively back to the customer's original payment method (e.g. Bank Account, UPI ID, or Credit/Debit Card) via our authorized payment gateway.
- Processing Timeline: Approved refunds are dispatched within 24 to 48 hours of verification and reflect in the Client's bank account within 5 to 7 business days (excluding bank holidays and weekends), in strict conformity with Reserve Bank of India (RBI) payment settlement standards.
- Electronic Receipt: An electronic credit note and payment gateway refund reference ID are transmitted to the Client's registered email upon initiation.
6. Milestone Revisions & Amicable Dispute Resolution
We encourage active communication at every milestone. Each deliverable phase includes up to two (2) complimentary rounds of revision to incorporate constructive feedback within the original scope. If concerns remain unresolved, our principal technical lead will conduct a direct review session with you to find an amicable solution.
7. How to Submit a Cancellation or Refund Request
To initiate a cancellation or refund inquiry, please email our billing desk with your Invoice / Order ID, payment transaction reference, and a detailed summary of your request:
Related Legal Policies & Compliance: