Refund & Cancellation Policy

01What we sell

We sell professional services: custom software design and engineering, delivered against a written proposal or statement of work. We do not sell physical goods, downloadable products or shrink-wrapped licences, so there is nothing to ship, return or restock.

Work is normally billed as an advance plus milestones, or as a monthly retainer. Because each engagement is bespoke and staffed with people whose time cannot be resold after the fact, refunds work differently from a product purchase — the sections below say exactly how.

02Pricing

Prices are quoted per engagement, in writing, before any work starts. There is no fixed catalogue price because cost depends on scope, platform and timeline. Indicative engagement models:

All prices are exclusive of GST and other applicable taxes, and exclusive of third-party costs (cloud, app-store fees, gateway charges, paid APIs, model usage, licences, SMS/WhatsApp charges). Your written quote is the authoritative price.

03Cancelling an engagement

• Before work starts. Cancel in writing before we begin and we refund any advance in full, less payment-gateway charges that are not returned to us and any third-party cost already committed at your request.
• After work starts. Either side may cancel on 30 days' written notice. You pay for work completed and in progress up to the end of the notice period, plus committed third-party costs. Any advance beyond that amount is refunded.
• Monthly retainers. Cancel with 30 days' notice. The current month is not pro-rated once it has begun; nothing further is charged after the notice period.
• Milestone projects. Completed and accepted milestones are payable in full. A milestone in progress is charged pro-rata for the work done, evidenced by our time records and commit history.

04When you are entitled to a refund

We refund, in full or in part, where:

• you cancel before we start work, as described above;
• you paid an advance and we are unable to start or continue the engagement for reasons on our side — in which case unearned amounts come back in full;
• you were charged twice, or charged the wrong amount, through an error on our side or the gateway's — refunded in full, promptly, once verified;
• a delivered milestone materially fails to meet its written specification and we cannot fix it within a reasonable time after you report it in writing — refunded for the affected milestone;
• the engagement ends and your advance exceeds the value of work performed — the balance is refunded.

05What is not refundable

• Work already completed, delivered or accepted, including discovery, design and documentation — even if you later decide not to build the product.
• Time spent in an in-progress milestone before cancellation.
• Third-party costs we paid or committed on your behalf: cloud usage, domain and app-store fees, gateway or DLT registration charges, paid APIs, AI model usage, licences, SMS/WhatsApp credits.
• Payment-gateway or bank fees, currency conversion losses and remittance charges.
• Change of mind about a product direction, a pivot, or a change in your funding — after work has begun.
• Delays or failures caused by inputs, approvals or access you did not provide, or by a third-party service outage, policy change or account rejection (see section 08 of our Terms of Use).
• Outcomes we never warranted — app-store approval, gateway onboarding, regulatory approval, traffic, revenue or ranking.

06How refunds are paid

• Refunds go back to the original payment method — the same card, UPI ID or bank account — as required by payment-network rules. We cannot redirect a refund to a different account.
• We initiate an approved refund within 7 business days of approving it.
• Once initiated, the money typically reaches you in 5–10 business days, depending on your bank or card issuer. That last leg is outside our control.
• Refunds are made in the currency of the original payment. On cross-border payments you receive the amount we sent; conversion differences and remittance fees are not made up.
• Where GST was charged, the tax component is refunded along with the fee, and a credit note is issued as the GST rules require.

07How to request a refund

1. Email hello@vilohittech.in with the subject “Refund request”.
2. Include the invoice number or payment reference, the date and amount paid, the payment method, and why you are asking.
3. We acknowledge within 2 business days and give you a decision, with our reasoning, within 7 business days.
4. If we approve it, we initiate the refund per section 06 and send you the reference number.
5. If we decline it, we explain why in writing. You can escalate to hello@vilohittech.in marked “Escalation”, and after that the dispute-resolution clause in our Terms of Use applies.

08Chargebacks and payment disputes

If you think a charge is wrong, please talk to us first — it is faster than a chargeback and we would rather fix the problem than argue about it.

• Raising a chargeback on a legitimate invoice for work delivered is a breach of these terms. We will contest it with the gateway and provide the contract, delivery evidence and correspondence.
• We may suspend work and revoke access while a payment is disputed or reversed.
• Where a chargeback is decided in our favour, any gateway penalty and reasonable recovery cost is payable by you.

09Fixes, rework and support

A refund is rarely the best outcome for either of us, so before it comes to that:

• Deliverables carry a 30-day warranty after acceptance. Report a defect in writing within that window and we fix it at no charge.
• A defect is behaviour that does not match the agreed specification — not a new requirement. New requirements are quoted as change requests.
• After the warranty period, fixes and improvements are covered by a support retainer or billed at our then-current rate.

10Contact

• Email: hello@vilohittech.in
• Billing and refunds: the same address — put “Refund request” in the subject line
• Address: Vilohit Technology Private Limited, HSR Layout, Bengaluru, Karnataka 560102, India
• Hours: Monday–Friday, 10:00–19:00 IST

See also our Terms of Use and Privacy Policy.