Refunds & Cancellation

Each engagement has a defined scope and a published fee, so refunds follow set rules rather than negotiation. Two principles apply throughout.

• You pay for work done. Nothing has been earned before work begins, so if you cancel before kickoff, the full amount is refunded. Once work has started, you pay for the stage reached and the rest is refunded.
• Failure to deliver is our cost. If the deliverables do not match the engagement page, or a stated delivery date passes without us having told you in advance, you receive a full refund.

Refunds do not cover business outcomes. We are responsible for the deliverables, the standard of work and the delivery date on the engagement page. We do not guarantee revenue, adoption, funding or performance figures.

Nothing in this policy limits your statutory rights as a consumer under the laws of India.

You receive a full refund, with no deduction and no reason required. Kickoff is the point at which work is scheduled and begins. It happens only once we hold your payment, your completed technical brief and the access listed on the engagement page.

• Write from the email address used on the order, quoting the order number, or reply to your order confirmation.
• A cancellation takes effect once we confirm it in writing. If you have not received that confirmation, treat the order as active and contact us again.
• An unpaid order expires automatically after 7 days, and you do not need to do anything.
• If you realise you need a different engagement, we can switch it instead of refunding.

We will also cancel and refund in full on our side if the engagement would not meet your need, if we cannot schedule it within the stated turnaround, or if a listing error comes to light before work begins.

Once work has started, the refund depends on how far the engagement had progressed when you asked to stop. Percentages apply to the amount actually paid for that engagement, including GST.

Whatever has been built by the time you stop is handed over to you in its current state, documented as far as it goes. Partial work is never withheld during a refund discussion.

If a monthly managed support engagement is cancelled part-way through a month, the refund is calculated on the days not yet served, rounded in your favour.

Short advisory engagements, such as an architecture call or a written review of code, costs or a hiring brief, are non-refundable once delivered, because the time and the written advice are used up when the session runs or the review is sent.

• If you cancel or reschedule more than 24 hours before a booked session, you can choose a full refund or a new slot.
• If you cancel within 24 hours of the session, or do not attend, the session is treated as delivered.
• If we miss or reschedule the session, you can choose a new slot at a time that suits you or a full refund.
• A written review is delivered when the document reaches you. Until then, it is fully refundable.

If advice we gave was clearly wrong, tell us and we will correct it at no charge. If we decide that a session cannot usefully answer your question, we will tell you and refund it before it takes place.

Any one of the following entitles you to a full refund of the engagement fee:

• a deliverable listed on the engagement page was never handed over, and no written change had been agreed;
• a stated delivery date passed with nothing handed over, and we had not told you before the date;
• what was handed over does not materially do what the engagement page described, and the revision round did not correct it;
• the work cannot be used because we did not provide the handover document or the access needed to run it;
• we stopped work part-way and cannot resume within a reasonable time;
• you were charged for an engagement we then declined, or for an order that was never confirmed.

Non-delivery does not include a delay caused by something on your side, an outage or policy change at a third-party provider, or a deliverable that is present and working but differs from what you had in mind. The first two pause the turnaround. The third is a question of scope, covered in section 7.

Every engagement includes one revision round, within the window stated on its page. Where a deliverable is present but not right, the revision round is the first remedy, and usually the quickest.

• Send the revision round as one consolidated list.
• A revision adjusts what was delivered to match the agreed scope. Changes to the brief are change requests and are quoted separately.
• If the revision round cannot bring the work in line with the engagement page, we refund in full under section 5.

Separately, a material defect in our work reported within 15 days of handover is corrected at no charge under the defect remedy in the Terms of Service.

A refund is not due where:

• the deliverables were handed over as described, but the commercial or technical result was not what you hoped for;
• adoption, revenue, latency, uptime or search ranking did not improve as much as you wanted, since these depend on factors outside our control;
• a third-party platform changed, withdrew, limited or suspended something after handover;
• the delay was caused by access, environments, approvals, test data or feedback we were waiting for from you;
• you changed direction, changed platform, restructured or paused the project after work had started;
• the work was modified by your team or another supplier after handover and then stopped working;
• the claim is made more than 15 days after handover, unless it concerns a payment error;
• the cost is a third-party cost already incurred with your agreement, such as cloud usage, licences, subscriptions or paid quotas, which were never part of our fee;
• work was stopped because the prohibited use clause in the Terms of Service was breached.

• Refunds are made to the original payment method only, in Indian Rupees. We cannot send a refund to a different account, as a protection against payment fraud.
• The refund includes the GST you paid, and a credit note is issued against the original invoice.
• We send you the refund reference number as soon as the refund is initiated.
• The final step is handled by the banking system. If the money has not arrived 7 working days after initiation, send us the reference and we will follow it up with the payment gateway until it is resolved.
• No processing fee is deducted from a refund.

1. Write from the email address used on the order to support@corephysixlabs.com.
2. Quote your order number (for example, CP260911ABCDE) and describe the problem briefly.
3. Attach anything that supports the claim, such as the deliverable, a screenshot, the pull request, the email thread or the missed date.
4. Say what you would like: a fix, a revision round, a switch to a different engagement, or a refund.

You can also use the contact form or, if you have an account, raise it from the order in your dashboard, which already shows the order number and payment reference.

• Failed payment: no order is confirmed and nothing should be debited. If your bank has placed a temporary hold, it is released automatically within 5 to 7 working days.
• Debited, but the order shows as unpaid: after 48 hours, send us the order number and the UPI reference. We will check with the payment gateway and either confirm the order or refund it in full, as you prefer.
• Charged twice for the same order: the duplicate is refunded in full as soon as it is identified, without assessment. If we notice it first, we refund it and let you know.
• Paid for the wrong engagement: if you tell us before kickoff, we will switch or refund it, as you prefer.

Please contact us about a payment problem before raising a chargeback. A chargeback freezes the order and usually takes much longer to resolve.

Each engagement in an order is assessed separately, based on its own stage. Cancelling one does not affect the others.

• Where a discount code applied to the whole order, it is shared proportionally across the engagements before the refund is calculated.
• Where you bought several units of the same engagement, a unit that has not started is refunded in full, even if another unit is in progress.
• Credit notes are issued per engagement, matching the tax invoice.

You can ask for any refund decision to be reviewed. Write to our Grievance Officer, YEGUVAPALLI  BALU PRASAD and KUCHUPAPA SWARUP KUMAR, at grievance@corephysixlabs.com. You will receive an acknowledgement within 48 hours and a resolution within 15 days, in line with the Consumer Protection (E-Commerce) Rules, 2020 and the IT Rules, 2021.

If you are still not satisfied with our final response, the grievance redressal page lists the external bodies you can approach, including the National Consumer Helpline and the consumer commission for your area.