Refund & Cancellation Policy

Each service has a fixed scope and a published price, so refunds are decided by clear rules rather than by bargaining. Two principles run through the whole policy.

• You pay only for work carried out. Before anyone is assigned, nothing has been earned, so cancelling then returns the whole amount. After work begins, you pay for the part completed and we refund the remainder.
• If we fail to deliver, we bear the cost. If the deliverables do not match the service page, or a promised date goes by without warning from us beforehand, we refund the full price.

Refunds are not linked to business results. We stand behind the deliverables, the quality of the work and the dates we agree to; we do not guarantee revenue, adoption, funding or performance numbers.

We publish this policy in line with the Consumer Protection (E-Commerce) Rules, 2020. It does not restrict any of your statutory rights as a consumer under the laws of India.

A full refund, nothing deducted, and no reason needed. Kickoff is the point at which work is assigned and begins, and it only happens once we have your payment, your completed project brief and the access requested on the service page.

• Write to us from the email address used on the order and include the order number, or simply reply to your order confirmation.
• Your cancellation takes effect when we confirm it in writing. If no confirmation has reached you, assume the order is still active and contact us again.
• Unpaid orders lapse automatically after 7 days; there is nothing you need to do.
• If you picked the wrong service, we can swap it for the right one instead.

We will also cancel and give a full refund on our own initiative if the service would not meet your needs, if we cannot resource it within the stated timeline, or if we find a listing error before work begins.

After work begins, your refund depends on how far the service had got when you asked us to stop. The percentages are applied to the amount you actually paid for that service, GST included.

Anything built by the time you stop is handed to you as it stands, with documentation up to that point. We never hold back partial work while a refund is being discussed.

If a monthly managed-support service is cancelled part-way through a month, we refund the days not yet provided, rounded in your favour.

Short advisory services — for example an architecture call or a written code or cost review — are not refundable once delivered, as what you are paying for is the expert time and written advice itself.

• If you cancel or rebook more than 24 hours before a scheduled call, you can choose a full refund or a new time.
• If you cancel within 24 hours, or do not attend, the session counts as delivered.
• If we miss or move the session, you choose between a new time and a full refund.
• A written review counts as delivered when the document reaches you; before that it can be refunded in full.

If our advice was plainly wrong, let us know and we will correct it free of charge. If we decide before a session that it will not be able to answer your question usefully, we will say so and refund it.

You are entitled to a full refund of the service price if any of the following happens:

• a deliverable shown on the service page was never handed over, and no written change was agreed;
• a promised delivery date went by with nothing handed over and no warning from us beforehand;
• what we handed over does not materially do what the service page described, and we were unable to fix it;
• the work cannot be used because we did not supply the handover notes or access needed to run it;
• we stopped part-way through and cannot restart within a reasonable time;
• you were charged for a service we then turned down, or for an order that was never confirmed.

Non-delivery does not cover delays caused on your side, outages or policy changes at a third-party provider, or a deliverable that works as described but is not what you pictured. The first two pause the timeline; the third is a question of scope, dealt with in section 7.

When a deliverable has been provided but is not quite right, fixing it is usually quicker than a refund followed by a fresh order.

• If the service page includes a revision round, use that first, within the window stated there, and send all your points together in one list.
• A revision adjusts what was delivered to match the agreed scope. Changing the brief is a change request and is quoted separately.
• If the work cannot be brought into line with the service page, we give a full refund under section 5.

In addition, any material defect in our work that you report within 15 days of handover is fixed free of charge under the defect remedy in our Terms of Service.

• The deliverables were supplied as described, but the business or technical result was not what you expected.
• Adoption, revenue, latency, uptime or rankings did not improve by as much as you hoped.
• After handover, a third-party platform changed, withdrew, rate-limited or suspended something.
• The delay arose because we were waiting on you for access, environments, approvals, test data or feedback.
• After work started, you changed direction, moved platform, reorganised or put the project on hold.
• After handover, your team or another supplier altered the work and it then stopped working.
• The claim is raised more than 15 days after handover, unless it relates to a payment error.
• Third-party costs you agreed to have already been spent, such as cloud usage, licences, subscriptions or paid quotas. These never formed part of our price.
• We stopped the work because the acceptable use clause in our Terms of Service was breached.

• We refund only to the original payment method — the same UPI handle or card, in Indian Rupees. A refund cannot be sent to a different account.
• The GST you paid is included in the refund, and we issue a credit note against the original invoice.
• We send you the refund reference as soon as the refund has been started.
• If the money has not reached you 7 working days after the refund was started, send us the reference and we will chase it with our payment gateway.
• We do not deduct any processing charge from refunds.

1. Email info@xyyverra.com from the address used on the order.
2. Give your order number (for example XV260917ABCDE) and a short description of the problem.
3. Attach anything that supports your request: the deliverable, a screenshot, a pull request, the email thread or the missed date.
4. Say what outcome you would like: a fix, a revision, a move to another service, or a refund.

You can also use the contact form or, if you have an account, begin from the order in your dashboard, where the order number and payment reference are already shown.

One named person looks after your request from acknowledgement to close, so you will not have to repeat yourself.

• Payment failed: no order is confirmed and no money should be taken. If your bank put a temporary hold on the amount, it is usually released within 5 to 7 working days.
• Money debited but the order still shows unpaid: after 48 hours, send us the order number and UPI reference. We will check with the gateway and then either confirm the order or refund it in full, whichever you prefer.
• Charged twice for one order: the extra payment is refunded in full as soon as we identify it. If we spot it before you do, we will refund it and let you know.
• Paid for the wrong service and told us before kickoff: we will swap or refund it, whichever you prefer.

Please get in touch about any payment issue before raising a chargeback. A chargeback freezes the order and normally takes far longer to settle.

Every service within an order is assessed by its own stage. Cancelling one leaves the others unaffected.

• If a discount was applied to the order as a whole, it is split proportionally before the refund is worked out.
• If you bought several units of one service, any unit that has not begun is refunded in full, even while another unit is in progress.
• Credit notes are issued for each service separately, in line with the tax invoice.

Please take it further. Write to our Grievance Officer, VIVEK KUMAR and IMN ULLAH, at grievance@xyyverra.com. We will acknowledge your complaint within 48 hours and send a full response within 15 days, as set out in the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Rules, 2021.

If our final response does not settle the matter, our Grievance Redressal page lists the outside bodies you can go to, including the National Consumer Helpline and the consumer commission covering where you live.