Refund & Cancellation Policy
Brand: Mathurs24
1) Quick Summary (Plain English)
You can request a refund within 7 days from commencement of work (see definition below), excluding GSTand non-recoverable third-party or payment gateway charges, with a valid reason and subject to approval.
Work already delivered/consumed, third-party licenses, domains/hosting, and bespoke custom code are generally non-refundable.
Cancellations before work starts: typically refundable minus any actual, non-recoverable costs (e.g., gateway fees).
We’ll review your request and respond with an approval or specific remedy (fix/re-work/partial refund).
This policy complements your Service Agreement/Proposal/SOW; if there’s a conflict, the signed contract prevails.
2) Definitions
Client / You: The customer purchasing services from Mathurs24.
Commencement of Work: The earliest of (a) written kickoff confirmation, (b) receipt of project assets/brief and team assignment, (c) first billable effort logged in our systems, or (d) first delivery made—whichever occurs first.
Milestone: A deliverable or timebox defined in an estimate/proposal/SOW (e.g., Design, Sprint 1, UAT).
Third-Party Costs: Fees we pay on your behalf (e.g., domain, hosting, SSL, cloud credits, paid plugins, SaaS seats, app store accounts, code signing, analytics, stock assets).
GST: Goods & Services Tax as applicable in India.
SOW: Statement of Work, proposal, estimate, or any written scope and commercial terms we share and you accept (email acceptance included).
3) Eligibility for Refunds
You may apply for a refund within 7 calendar days from Commencement of Work if all of the following are true:
You provide a clear and reasonable cause (e.g., material scope mismatch vs. SOW, demonstrable non-performance, or quality issues not meeting agreed acceptance criteria).
You’ve given us a fair opportunity to remedy (e.g., 1 iteration or bug-fix cycle where applicable).
The request is submitted in writing to support@mathurs24.com (or via your project portal) within the 7-day window.
No material breach by you (e.g., unpaid invoices, chargeback, IP misuse).
No exclusions in Section 6 apply.
Important: Any approved refund excludes GST (already remitted/tax-invoiced) and excludes non-recoverable payment gateway fees and Third-Party Costs.
4) Cancellation
4.1 Before Commencement of Work
Full or partial refund of fees paid minus:
Payment gateway/processing charges actually incurred, and
Any pre-paid Third-Party Costs.
GST is excluded from refunds.
4.2 After Commencement of Work (within 7 days)
Subject to approval. We may offer:
Remediation/re-work at no extra cost, or
Partial refund proportional to unconsumed effort minus non-recoverable costs, or
Credit against future services.
4.3 After 7 Days
Refunds are typically not available. We may, at our discretion, propose re-scoping, credits, or paid remediation.
5) How to Request a Refund
Email support@mathurs24.com with:
Project name/ID and your contact information
Invoice numbers & payment proof
Detailed reason(s) for refund/cancellation with examples (screenshots, acceptance criteria gaps, etc.)
Your preferred outcome (refund/credit/re-work)
Review & Decision: Our project, finance, and quality teams review and respond with a proposed resolution. If a refund is approved, it is processed to the original payment method. UPI / NEFT /IMPS
6) Non-Refundable Items & Exclusions
Refunds are not provided for:
GST amounts shown on tax invoices.
Third-Party Costs once purchased/provisioned (domains, hosting, SSL, cloud, paid themes/plugins, SaaS seats, SMS/email credits, stock assets, app store fees, certificates).
Completed milestones that were delivered and accepted (explicitly or implicitly, e.g., no rejection feedback within the agreed review window).
Change requests, out-of-scope work, and rush/expedite fees approved by you.
Consulting/Discovery/Strategy workshops once delivered.
Custom code, integrations, and IP specifically developed for you, where value is inherently delivered upon creation (unless clear non-performance against SOW is shown).
Delays caused by the Client (e.g., missing assets, content, credentials, approvals, test data).
Security, performance, or SEO outcomes that depend on external factors beyond our control (hosting quality, third-party APIs, algorithm updates).
Force Majeure events (see Section 12).
Chargebacks or suspected fraud—we may suspend service and treat the dispute under our anti-fraud procedures.
7) Acceptance, Reviews & Iterations
Each milestone includes one (1) review/iteration cycle unless otherwise stated in the SOW.
You must provide consolidated feedback within the agreed review window (typically 3–7 days per SOW).
Lack of feedback may be treated as acceptance, allowing us to proceed and bill subsequent milestones.
8) Quality Issues & Remedies
If deliverables fail agreed acceptance criteria, we will, at no additional cost:
Fix defects/bugs, or
Re-work within the original scope.
If issues persist after reasonable remediation, we may offer a partial refund for undelivered/unconsumed scope (excluding GST and non-recoverables).
9) Payment Terms & Partial/Pro-Rata Refunds
Where a refund is approved post-kickoff, we use pro-rata calculations:
Pro-rata refundable amount = Total fees paid minus
Value of work already delivered/consumed (time & materials or milestone value),
Third-Party Costs, GST, TDS, MDR Charges etc
Payment gateway charges, and
Any approved discounts already availed.
GST is excluded from any refund amount.
Illustrative Example (INR):
Project Fee (pre-tax): ₹100,000; GST @18%: ₹18,000; Total paid: ₹118,000
Consumed work value: ₹35,000
Third-Party Costs: ₹8,000
Gateway fees (non-recoverable): ₹1,200
Refundable (pre-tax) = 100,000 − 35,000 − 8,000 − 1,200 = ₹55,800
Payable to client = ₹55,800 (GST ₹18,000 is not refundable under this policy)
10) Domains, Hosting, Cloud & Licenses
Domains, hosting plans, cloud resources, SSLs, paid themes/plugins, and similar items are procured upfront and are non-refundable once ordered.
On cancellation, we can transfer eligible assets to you if dues are clear and provider policies allow. Transfer fees may apply.
11) Retainers, Support & Maintenance
Monthly retainers/support plans are billed in advance and are non-refundable for the current billing cycle once it starts.
You may cancel future renewals by giving at least 7 days’ written notice before the next cycle.
12) Force Majeure
We aren’t liable for delays/failures caused by events beyond reasonable control (e.g., natural disasters, acts of government, internet outages, major platform outages, war, strikes). Refunds do not apply in these cases.
13) Chargebacks & Disputes
Initiating a chargeback before following this policy’s process may be considered a material breach. We may suspend services and contest the chargeback with documentation.
We encourage resolving disputes via the steps in Section 5.
14) Data, Access & Handover on Cancellation
Upon request and settlement of dues, we will hand over client-owned assets (code repositories, documentation, credentials) that are within scope and not restricted by third-party or internal IP.
We may retain archival copies for compliance, audit, and portfolio/reference (as permitted by contract and law).
15) Privacy, Security & Confidentiality
We handle your data per our Privacy Policy and NDA/Confidentiality commitments in the SOW.
You are responsible for safeguarding credentials you control and promptly revoking unnecessary access.
16) Governing Law & Jurisdiction
This policy is governed by the laws of India.
Courts at Delhi, India (IN) shall have exclusive jurisdiction, unless otherwise specified in the SOW.
17) Policy Changes
We may update this policy to reflect legal or operational changes. The “Last updated” date indicates the latest revision. Material changes will be notified via email or on our website.
