Refund Policy

This Refund Policy applies to all services provided by Imaginatrix Technologies Pvt. Ltd. (doing business as "Imaginatrix Technologies", "we", "us", or "our"), including custom software, web, mobile, game, AI, FinTech, cloud, and IT consultation services. It should be read together with our Terms & Conditions and the Engagement Agreement for your specific project.

Nature of Our Services

We deliver bespoke services: time, expertise, and custom work products created specifically for each client. Unlike off-the-shelf goods, this work cannot be "returned" once performed. Our refund terms therefore follow the project's payment structure — advances and milestones — rather than a blanket money-back model.

Advance Payments

• If you cancel before any work has started, your advance is refundable in full, less any payment-gateway charges already incurred.
• Once work has started (requirement analysis, design, development, or resource allocation), the advance becomes non-refundable, as it covers the time and resources already committed.

Milestone Payments

• Payments for milestones that have been delivered and accepted are non-refundable.
• If a project is cancelled mid-milestone, we will invoice only for the portion of work completed on that milestone; any excess already paid for that milestone will be refunded.
• Work products for all paid work will be handed over to you on cancellation.

If We Fail to Deliver

If we are unable to deliver an agreed milestone due to reasons attributable solely to us, and we cannot remedy this within a reasonable cure period after written notice, you are entitled to a refund of the amount paid for that undelivered milestone. This is our core commitment: you never pay for work you did not receive.

Non-Refundable Items

The following are non-refundable in all circumstances:

• Third-party costs purchased for your project — domains, hosting, SSL certificates, software licences, app-store fees, API and AI-model credits.
• Completed and accepted milestones or deliverables.
• Consultation hours, discovery workshops, and support retainers already rendered.
• Delays or failures caused by inputs, approvals, or third-party services outside our control.

Requesting a Refund

• Email hello@imaginatrix.in from your registered email address with your project name, invoice number, and the reason for the request.
• Requests must be raised within 30 days of the event giving rise to the request (cancellation, missed delivery, or disputed invoice).
• We will acknowledge your request within 3 business days and resolve it within 15 business days.

Processing of Refunds

• Approved refunds are issued to the original payment method used for the transaction.
• Refunds are typically processed within 7–14 business days of approval; bank and gateway timelines may add a few days.
• Refunds are made in the currency of the original invoice. We are not responsible for exchange-rate variations or intermediary bank charges.

Chargebacks & Disputes

If you have a concern about a payment, please contact us first — most issues are resolved quickly and amicably. Initiating a chargeback without contacting us may delay resolution and may result in suspension of services while the dispute is investigated. Unresolved disputes are handled as set out in our Terms & Conditions.

Changes to This Policy

We may update this Refund Policy from time to time. Changes take effect when posted on this page with a revised "last updated" date and apply to engagements started after that date; existing engagements remain governed by the policy in force when they began.

Contact Us

For refund requests or questions about this policy:

• Imaginatrix Technologies Pvt. Ltd.
• Astra Towers, Action Area IIC, Newtown, New Town, West Bengal 700135
• Email: hello@imaginatrix.in
• Phone: +91 973533 8865