Cancellation and refund policy

What this policy covers

Projovi sells services and digital deliverables. Because we do not sell physical goods, there are no returns. This policy covers cancellation of, and refunds for, project work, milestone payments, deposits and managed services. The proposal or written agreement for your project may state different terms, and if it does, it prevails.

Consultation

The first 30-minute consultation is free. There is nothing to refund, and you are under no obligation to proceed.

Deposits and milestone payments

Projects are fixed-price. We usually invoice an initial deposit when you accept the proposal, then further milestone payments as the proposal sets out. Each payment covers the work and costs for the milestone it relates to.

Cancelling before work starts

If you cancel in writing before we have started work, including before the kickoff meeting or before we have received the access and information we need:

• we refund the deposit in full, less any non-recoverable payment gateway charges and any third-party costs we have already committed on your behalf;
• if you cancel within 7 days of paying and no work has started, we also refund the gateway charges where the gateway returns them to us.

Cancelling during a project

If you cancel after work has started, you pay for the work performed up to the date of cancellation and for any third-party costs committed:

• completed and delivered milestones are non-refundable;
• for a milestone in progress, we invoice the part of that milestone's fee that matches the work completed, assessed fairly against the proposal and our time records, and refund any amount you have paid above that;
• for milestones not started, we refund any amount you have paid in advance, and we will not charge for them;
• we hand over the work completed and paid for under the intellectual property terms, once all amounts due are settled.

As a guide, if you cancel before the first milestone is delivered, we keep the part of the deposit that reflects the work done, which is not more than the deposit itself, and refund the remainder.

After delivery

Once you have accepted a milestone, or the acceptance window has passed without feedback, payments for that milestone are not refundable. If a deliverable does not meet the agreed specification, tell us during the acceptance window or the 30-day warranty period and we will correct it at no charge. If we cannot correct a material defect within a reasonable time, we will refund the part of the fee for the affected deliverable.

What is not refundable

The following are not refundable once incurred:

• work already performed and accepted, or performed before cancellation;
• third-party costs paid on your behalf, such as domain registrations, hosting, software licences, subscriptions, stock media, paid plug-ins and API credits, because the provider will not refund us;
• payment gateway, bank and currency-conversion charges that cannot be recovered;
• fees for work paused or delayed because of your delay in providing information or access, to the extent we have kept resources reserved;
• taxes already remitted to authorities, which may be adjusted through a credit note where the law allows.

Managed services

Managed services (for example managed IT and support, cloud operations and monitoring) are billed monthly in advance.

• You can cancel with 30 days' written notice. The service continues, and is billed, until the end of the notice period.
• There is no refund for a billing period that has started or already elapsed, and no pro-rata refund for part of a month.
• If we cannot deliver the service for a period for reasons within our control, we credit or refund the affected part of that period.
• Fixed-term managed services may carry early-termination terms stated in the proposal.

How to request a refund or cancellation

Email hello@projovi.co from the address you used for the project, with the subject line "Cancellation" or "Refund request". Please include:

• your name, company and the project or invoice number;
• the date and amount of the payment, and the payment method and transaction reference if you have it;
• whether you want to cancel, to request a refund, or to report a failed or duplicate payment, and why;
• any supporting detail, such as screenshots or bank statements.

We acknowledge requests within 1 business day and tell you our decision within 7 days of receiving the information we need.

Refund timelines and method

Approved refunds are returned to the original payment method (the same card, UPI account or bank account) within 5 to 7 business days of approval. We do not refund to a different account or in cash.

After we release the refund, the time it takes to reach you depends on the payment gateway and your bank or card issuer. Card refunds can take up to 10 business days to show on a statement; international card refunds can take longer. Refunds are made in the currency of the original payment, and the amount you receive may differ slightly because of exchange rates and bank charges outside our control. Payments made by bank transfer are refunded to the sending account.

Failed or duplicate payments

If your payment fails but money is debited, the gateway normally reverses it automatically within 5 to 7 business days. If it does not, email us with the transaction reference and we will help trace it with Razorpay or Stripe.

If you are charged twice for the same invoice, tell us and we will refund the duplicate in full, without deducting any charges, within 5 to 7 business days of confirming it.

Disputes and chargebacks

Please contact us before raising a dispute or chargeback with your bank or card issuer. Most issues can be resolved quickly and directly, and we will tell you where a refund stands.

If a chargeback is filed, we provide the gateway and bank with the proposal, invoices, delivery records and correspondence. If a chargeback is decided in our favour, the amount remains payable. We may pause work while a chargeback is open, and charge any chargeback fees the gateway applies where the claim was found to be unfounded.

Unresolved disputes are handled as set out in the governing law and dispute resolution section of our terms and conditions.

Questions

If you have a question about cancellations or refunds, contact us.

• Email: hello@projovi.co
• Phone: +91 96460 56969
• Working office: E210, E Block, Sector 63, Noida, Uttar Pradesh 201301, India
• We reply to enquiries within 6 hours.