What this policy covers
This policy applies to every payment made to Codexlab Enterprise Pvt Ltd for professional services — software development, product engineering, design, cloud and DevOps work, maintenance and support retainers — whether paid by bank transfer, UPI, card or an online payment link.
It forms part of our Terms & Conditions. Where a signed Statement of Work ("SOW") sets out different refund or cancellation terms for a specific project, the SOW prevails for that project.
Our products have their own policies. For Zanoo, see the Zanoo Refunds & Cancellation Policy.
No goods, no shipping, no returns
Codexlab sells bespoke professional services delivered electronically. We do not sell, ship or deliver any physical product. There is therefore nothing to return, no shipping or delivery charges, and no return window — the questions this policy answers are about cancellation and refund instead.
Because the work is custom-built for one client, engineering time spent on your project cannot be recovered, resold or reused. That is the reason the terms below are structured around work performed rather than around a fixed cooling-off period.
Cancelling before work starts
If you cancel in writing before we begin work on an engagement, you receive a full refund of everything you have paid, less any third-party costs already committed on your instructions.
"Before we begin work" means before any of the following has happened: kick-off call held, discovery or requirements work started, designs begun, repository or environment set up, or engineers formally allocated to your project.
In practice this means a cancellation within a few days of paying an advance, and before kick-off, is refunded in full.
Cancelling after work starts
Once work is under way, cancellation is settled on a work-performed basis. We calculate what is owed, set it against what you have paid, and refund or invoice the difference.
We will send you a written settlement statement within 7 working days of receiving a cancellation notice, showing what was delivered, what was charged and what is being refunded or invoiced. On payment of any balance due, we hand over the work completed to that point.
Advance payments and booking fees
An advance payment reserves engineering capacity in a specific delivery window and is applied against your final invoice. Where an SOW expressly describes part of the advance as a non-refundable booking fee, that portion is not refundable once we have blocked the slot, because the capacity has been withheld from other clients.
Any such non-refundable portion will be stated clearly in the SOW before you pay. If the SOW does not describe a booking fee, the entire advance is treated as refundable to the extent it exceeds the value of work performed.
Support retainers and subscriptions
- Retainers are billed for a fixed period — usually one calendar month — and reserve a defined number of hours or a defined response commitment for that period.
- You may cancel a retainer with 30 days’ written notice, effective at the end of the current billing period.
- Fees for the current period are not refundable, whether or not you used the reserved hours, because the capacity was held for you. Amounts already paid for future periods are refunded in full.
- Unused hours do not roll over into the next period unless the retainer agreement says they do.
- Annual retainers paid upfront are refunded on a pro-rata basis for whole unused months, less any discount you received for paying annually.
What is never refundable
The following are excluded from refunds in all cases, because the money has left our hands or the value has already been delivered:
- Third-party charges paid or committed on your behalf — cloud and hosting usage, domain registrations and renewals, SSL certificates, app store and developer account fees, paid APIs and SaaS subscriptions, paid fonts and stock assets, SMS and email credits, payment gateway charges.
- Government fees, taxes and statutory levies, including GST already remitted to the authorities. Where a refund is issued, GST is adjusted through a credit note in the manner permitted under GST law.
- Completed and accepted milestones, and any deliverable you have put into production use.
- Consulting, audit, discovery and advisory sessions once delivered — the findings cannot be un-given.
- Bank, card, UPI and remittance charges, and currency conversion losses on international payments.
- Work completed but rejected on grounds of changed business priorities rather than a defect in the deliverable.
If we fail to deliver
If we cancel an engagement for our own reasons, or fail to deliver a milestone in accordance with the agreed scope and cannot remedy it, you are entitled to a full refund of the amounts paid for the affected undelivered work, and you keep everything delivered and paid for up to that point.
Where a deliverable is defective, our first remedy is to fix it under the warranty in our Terms & Conditions. A refund becomes available if a verified defect materially affecting the agreed scope remains unresolved after we have had a reasonable opportunity to repair it — ordinarily 30 days from your written notice. In that case we refund the fees attributable to the defective deliverable.
Refunds under this section are subject to the limitation of liability in the Terms & Conditions.
Situations that do not qualify for a refund
- The project stalled because agreed inputs, content, credentials, approvals or sign-offs were not provided, after we requested them in writing.
- You changed your business plan, funding position or priorities after work began.
- You asked for something outside the agreed scope and it was not delivered as part of the original fee.
- A third-party service you selected changed its pricing, terms, API or availability.
- The deliverable works as specified but did not produce a commercial outcome — revenue, traffic, ranking, downloads or approval — that was never a contractual commitment.
- Faults introduced by you or another vendor after handover.
- A request made more than 30 days after the payment or the delivery it relates to, whichever is later.
Duplicate, excess and failed payments
Genuine payment errors are always corrected in full, with no questions and no deduction other than unavoidable bank charges:
- Duplicate payment — refunded in full, or applied to your next invoice if you prefer.
- Overpayment — the excess is refunded or credited, at your choice.
- Payment debited but not received by us — typically an unsettled gateway or bank transaction. It usually reverses automatically within 5–7 working days. Send us the transaction reference and we will chase it with the provider.
How to request a refund
Send an email to support@codexlab.in with the subject line "Refund request", from the email address associated with the engagement, including:
- Your company name and the project or SOW reference.
- The invoice number, payment date, amount and transaction reference or UTR.
- The reason for the request, and what outcome you are seeking.
- Any supporting detail — screenshots, written notice of a defect, prior correspondence.
How refunds are paid
- Refunds are made to the original payment method and the original payer. Card payments are reversed to the same card; UPI and bank transfers are returned to the source account.
- If the original method is no longer valid, we refund by NEFT/RTGS to a bank account in the same legal name, after verification.
- Refunds are made in the currency of the original payment. On international payments, exchange-rate movement and remittance charges are borne by you, so the amount credited may differ from the amount paid.
- A GST credit note is issued alongside any refund of a taxed invoice, as required under GST law.
- We do not refund to third-party accounts, cash, or cryptocurrency.
Chargebacks
If you believe a charge is wrong, please raise it with us first — it is almost always faster than a bank dispute. Raising a chargeback without contacting us allows us to suspend work, access and support on the affected engagement until the dispute is resolved, and we will submit the SOW, delivery records and correspondence to your bank.
Where a chargeback is decided in our favour, any recovery costs we incur become payable by you as an additional charge.
If you disagree with our decision
Write to our Grievance Officer at support@codexlab.in within 15 days of our decision, marking the email "Refund escalation". We will review the matter independently of the original decision and reply within 30 days.
If the matter is still unresolved, it is handled under the dispute resolution and governing law provisions in our Terms & Conditions — good-faith discussion, then arbitration seated in Mumbai. Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or other applicable law.
Contact
This policy forms part of our Terms & Conditions and should be read with our Privacy Policy.
Codexlab Enterprise Pvt Ltd · Kandivali West, Mumbai, Maharashtra, India