Refund & Cancellation Policy

Aarna Tech Consultants Private Limited ("ATCUALITY," "the Company," "we," or "our") is committed to delivering exceptional AI development services and custom software solutions. We understand that business circumstances change, and this Refund and Cancellation Policy outlines the terms under which clients may cancel projects and request refunds.

This policy applies to all service engagements, including:

• Custom AI application development

• Large Language Model (LLM) integration projects

• Privacy-focused AI solution deployments

• Machine learning and generative AI implementations

• AI consulting and advisory services

• Software development and IT services

By engaging our services, you acknowledge and agree to this policy.

This policy covers:

2.1. Pre-Commencement Projects

• Projects for which proposals have been accepted but work has not begun

• Engagements in the planning or scoping phase

• Contracts where no development work has been performed

2.2. Milestone-Based Projects

• Projects structured with defined phases and deliverables

• AI implementations with staged deployment

• Development projects with incremental delivery

2.3. Active Projects

• Projects where development work has commenced

• Ongoing AI consulting or support engagements

• Services in progress at the time of cancellation request

2.4. Fixed-Fee and Hourly Projects

• Fixed-price project agreements

• Time-and-materials engagements

• Retainer-based services

For clarity and consistency, the following terms are defined:

• Project: Any service engagement, AI development contract, or software development agreement between the client and ATCUALITY

• Milestone: A predefined phase, deliverable, or completion point in a project (e.g., "Requirements Analysis Complete," "Model Training Phase," "Initial Deployment")

• Project Commencement: The official start date when active development work begins, typically marked by:

- First development sprint or work session

- Initial code commits or infrastructure setup

- Kickoff meeting followed by work initiation

- Receipt of first progress report or deliverable

• Completed Milestone: A milestone that has been delivered, reviewed, and accepted by the client (explicitly or through passage of review period)

• In-Progress Work: Any development, research, analysis, or other work that has been initiated but not yet completed

• Business Day: Monday through Friday, excluding Indian national holidays

4.1. Cancellation Before Project Commencement

Eligibility:

• Clients may cancel projects that have not yet started

• Proposals accepted but with no work performed qualify for cancellation

• Deposit paid but project start date not reached

Procedure:

1. Submit written cancellation request via email to info@atcuality.com

2. Include project name, proposal/contract number, and cancellation reason

3. Provide cancellation request before the scheduled project start date

Refund:

• Full refund of deposit or advance payment (100%)

• Processing time: 15-30 business days

• Refund via original payment method

• Administrative fee: None for pre-commencement cancellations

4.2. Cancellation After Project Commencement

Once any project work has commenced, cancellation is subject to the following:

Client Obligations:

• Payment for all work completed to date

• Payment for work in progress (pro-rated based on completion percentage)

• Payment of any third-party costs incurred (licenses, infrastructure, etc.)

• Cancellation fee: 25% of remaining contract value

What You Receive:

• All completed deliverables and work products

• Documentation and code developed up to cancellation date

• Transfer of any infrastructure or accounts set up for the project

• Knowledge transfer session (if applicable)

Refund Eligibility:

• No refund for work already completed

• Partial refund possible for advance payments exceeding work performed

• Calculation: (Total Paid) - (Work Completed) - (Work In Progress) - (Cancellation Fee) - (Third-Party Costs)

4.3. Milestone-Based Projects

For projects structured with defined milestones:

Incomplete Milestones:

• Clients may cancel future milestones that have not started

• Refund available for payments associated with incomplete milestones

• No cancellation fee for unstarted future milestones

In-Progress Milestones:

• Current milestone must be paid in full or pro-rated based on completion

• Client receives all work completed within that milestone

• Cancellation fee applies: 15% of in-progress milestone value

Completed Milestones:

• No refund for milestones that have been delivered and accepted

• Acceptance occurs when:

- Client provides written approval

- Client uses or deploys the deliverables

- 14 days pass after delivery with no rejection notice

Example Calculation:

• Total Project: ₹10,00,000 (4 milestones × ₹2,50,000 each)

• Status at Cancellation:

- Milestone 1: Completed and paid (₹2,50,000) - No refund

- Milestone 2: 60% complete (₹2,50,000 paid) - Client owes ₹1,50,000 + ₹37,500 fee

- Milestone 3: Not started (₹2,50,000 paid) - Full refund

- Milestone 4: Not started (not paid) - No payment required

• Refund: ₹2,50,000 (M3) - ₹1,50,000 (M2 completion) - ₹37,500 (M2 fee) = ₹62,500

4.4. Fixed-Fee Projects

For fixed-price engagements:

• Refund calculated based on percentage of project completion

• Independent assessment may be conducted to determine completion percentage

• Minimum cancellation fee: 25% of remaining value

• Client responsible for all third-party costs incurred

4.5. Hourly/Time-and-Materials Projects

For hourly engagements:

• Client pays only for hours worked

• Detailed timesheet provided within 5 business days of cancellation

• No cancellation fee for hourly projects

• Refund of any retainer balance minus hours worked

• Minimum billing increment: 15 minutes

5.1. Refund Eligibility Criteria

Refunds may be issued when:

• Project cancelled before commencement (100% refund)

• Advance payment exceeds work performed (partial refund)

• Milestone-based project with incomplete future milestones (milestone refund)

• Company fails to deliver as specified in SOW (case-by-case basis)

• Mutual agreement to terminate with refund terms

5.2. Non-Refundable Items

The following are NOT eligible for refund under any circumstances:

• Completed work and delivered milestones

• Accepted deliverables (explicitly or implicitly through use)

• Third-party costs incurred on Client's behalf:

- Cloud hosting and infrastructure fees

- Software licenses and API subscriptions

- Stock assets, fonts, or media purchased

- Domain registration and SSL certificates

• Consulting hours already rendered

• Discovery and planning work completed

• Custom research or analysis delivered

• Travel expenses incurred for on-site work

5.3. Refund Request Process

To request a refund:

Step 1: Submit Written Request

• Email: info@atcuality.com

• Subject: "Refund Request - [Project Name]"

• Include:

- Your name and contact information

- Project/contract number

- Reason for cancellation

- Original payment details

- Requested refund amount (if known)

Step 2: Documentation Review

• Our team reviews the request within 5 business days

• We assess project status and work completed

• We calculate eligible refund amount

• We may request additional information if needed

Step 3: Response and Calculation

• You receive a detailed refund calculation within 10 business days

• Breakdown includes:

- Total paid

- Work completed (with itemization)

- Third-party costs

- Applicable fees

- Refund amount (if any)

Step 4: Acceptance and Processing

• Review and accept the refund calculation

• Sign refund agreement (if required)

• Refund processed within 15-30 business days

• Refund issued via original payment method

5.4. Refund Timeline

• Request Review: 5 business days

• Calculation Delivery: 10 business days

• Processing After Acceptance: 15-30 business days

• Total Timeline: Approximately 30-45 business days from request

Note: Bank transfer times may add 3-7 business days depending on your financial institution.

5.5. Refund Method

• Bank Transfer: For payments via wire transfer or direct deposit

• Original Payment Method: Credit card, PayPal, or other original method

• Check: Available upon request (adds 7-10 days for delivery)

Currency:

• Refunds issued in the original payment currency

• Exchange rate fluctuations are not compensated

5.6. Disputed Refunds

If you disagree with the refund calculation:

• Submit a written dispute within 15 days of receiving calculation

• Provide specific reasons and supporting evidence

• We will review and respond within 10 business days

• If unresolved, dispute resolution process per Terms of Service applies

6.1. Company-Initiated Cancellation

If ATCUALITY cancels a project due to our inability to deliver:

• Full refund of all payments made (100%)

• Delivery of any completed work at no charge

• No cancellation fees apply

• Processing time: 15 business days

6.2. Force Majeure

If project cancellation results from force majeure events (natural disasters, war, pandemic, government restrictions):

• Both parties work together to determine equitable resolution

• Refunds calculated based on work completed

• No cancellation fees in force majeure situations

• Option to pause project until circumstances improve

6.3. Client Breach of Contract

If cancellation results from Client breach (non-payment, failure to cooperate, misrepresentation):

• No refund provided

• Client liable for all work completed plus cancellation fees

• Company may pursue additional damages

• Client receives no deliverables until full payment

6.4. Mutual Agreement

If both parties mutually agree to terminate:

• Custom terms may be negotiated

• Refund terms documented in termination agreement

• Typically more favorable than standard policy

• Quick processing (7-15 business days)

6.5. Subscription and Retainer Services

For ongoing subscription or retainer engagements:

• Cancellation effective at end of current billing period

• No refund for current period (services remain available)

• No cancellation fee for subscriptions

• 30 days' notice required for cancellation

• Unused retainer hours do not carry forward after cancellation

7.1. Written Communication Requirement

All cancellation and refund requests MUST be submitted in writing via:

• Email to info@atcuality.com (preferred)

• Formal letter to our registered office

• Contact form at atcuality.com/contact (for initial inquiry)

Verbal requests are not valid and will not be processed until confirmed in writing.

7.2. Project Status Verification

Before processing any refund:

• We conduct an internal review of project status

• Work completed is documented and itemized

• Deliverables are cataloged

• Third-party costs are verified

• Timesheet and progress reports are reviewed

Clients may request this documentation for verification.

7.3. Deliverable Transfer

Upon cancellation and final payment:

• Client receives all completed work

• Source code, documentation, and assets transferred

• Access to development environments provided

• Intellectual property rights transfer per original agreement

If refund is disputed or final payment not made:

• Company retains deliverables until resolution

• No IP transfer until full payment received

7.4. Confidentiality Survival

Cancellation does not terminate confidentiality obligations:

• Both parties must continue protecting confidential information

• Non-disclosure terms survive termination

• Client data remains protected per Privacy Policy

7.5. No Admission of Fault

Processing a refund does not constitute:

• Admission of fault or breach by ATCUALITY

• Acknowledgment of defective work

• Waiver of any rights or claims

7.6. One-Time Refunds

Refund requests are processed once per project:

• Accepting a refund constitutes final settlement

• No additional refund requests accepted for the same project

• Future disputes subject to Terms of Service dispute resolution

7.7. Policy Amendments

• ATCUALITY reserves the right to amend this policy

• Changes apply to new projects only

• Existing projects governed by policy in effect at project start

• Clients notified of material changes via email

7.8. Governing Law

This policy is governed by the laws of India and subject to jurisdiction of courts in Jamshedpur, Jharkhand.

We encourage amicable resolution of refund disputes:

8.1. Informal Negotiation

• Discuss concerns with your project manager first

• Many issues can be resolved through direct communication

• We value long-term client relationships

8.2. Mediation

If informal negotiation fails:

• We offer mediation before formal dispute resolution

• Neutral third-party mediator

• Costs shared equally

• Non-binding recommendations

8.3. Formal Dispute Resolution

If refund dispute cannot be resolved:

• Follow dispute resolution process in Terms of Service

• Arbitration in Jamshedpur, Jharkhand

• Binding arbitration decision

For questions, clarifications, or to initiate a cancellation/refund request:

Aarna Tech Consultants Private Limited (ATCUALITY)

📧 Email: info@atcuality.com

Subject: "Cancellation Request" or "Refund Request"

📱 Phone: +91 8986860088

Hours: Monday - Friday, 9:00 AM - 6:00 PM IST

🏢 Registered Address:

72, G-Road, Anil Sur Path, Uliyan, Kadma

Jamshedpur, Jharkhand - 831005

India

💬 Online: www.atcuality.com/contact

Response Time:

• Initial acknowledgment: Within 2 business days

• Detailed response: Within 5 business days

• Refund calculation: Within 10 business days

Required Information for Faster Processing:

• Your full name and contact information

• Project name and contract/proposal number

• Date of project start

• Payment receipt or transaction ID

• Brief reason for cancellation/refund request

• Preferred refund method