Refund Policy

2.1

Breach of Scope: The Platform fails to meet the commitments defined in the frozen scope document for one or more milestones.

2.2

Delivery Failure: Milestones are not delivered within the agreed timeline, or the final delivery package is incomplete.

2.3

Customer-Initiated Cancellation: The Customer requests cancellation before delivery. Subject to deductions for work already completed (see Section 4).

2.4

Quality Failure: Delivered work fails automated acceptance tests or does not meet the acceptance criteria defined in the frozen scope.

2.5

SLA Violation: The Platform violates agreed service-level agreements (response time, uptime, build time, etc.).

2.6

Contract Termination: Either party terminates the execution contract under the terms specified in the Terms & Conditions.

2.7

System/AI Failure: Hours consumed due to AI agent errors, retry exhaustion, or system malfunctions. These are automatically credited — no manual request required.

3.1

All refund state transitions are logged in the immutable audit trail with timestamps, the triggering event, and the responsible actor.

3.2

Processing time: 5–10 business days after the refund reaches APPROVED state. Funds are returned to the original payment method via Razorpay (India) or Paddle (international).

3.3

Email notifications are sent to the Customer at each state transition: when the refund is calculated, when it is approved, and when processing is complete.

4.1

Gross Amount: The total payment amount associated with the refund request.

4.2

Deduction — Work Completed: Hours for milestones that were completed, validated by automated tests, and approved by the Customer are non-refundable. These represent work that met the frozen scope specification.

4.3

Deduction — Materials Used: Third-party costs incurred on the Customer's behalf (cloud infrastructure, domain registrations, paid API licenses) are non-refundable.

4.4

Deduction — Non-Refundable Fees: Any explicitly disclosed non-refundable administrative fees. These are always disclosed at the time of order creation.

4.5

Net Refund Amount: Gross amount minus all applicable deductions. An itemized breakdown is provided with every refund calculation showing each deduction, its amount, and the reason.

4.6

For partial cancellations: Refund = Total Paid − (Completed Milestone Costs + Materials Used + Non-Refundable Fees).

5.1

Payments follow the economic finality lifecycle: AUTHORIZED → SETTLED → ELIGIBLE (dispute window active) → FINAL (no further claims possible).

5.2

Disputes may be raised during the ELIGIBLE state. The dispute window varies by payment method:

5.3

For high-value transactions: Razorpay — 14-day settlement hold for INR 1,00,000 or above (7-day standard); Paddle — settlement follows Paddle's Merchant of Record schedule (typically 1–7 business days).

5.4

After a payment reaches FINAL state, no chargebacks or refund claims are possible through the Platform. External disputes with your payment provider are subject to their terms.

5.5

Dispute resolution process: (a) internal review by Platform administration; (b) escalation to senior management if unresolved; (c) mediation or arbitration as per the governing law described in the Terms & Conditions.

7.1

Through the Platform: Navigate to Support → Create Ticket → select "Refund Request" as the ticket type. Provide the Order ID, affected milestone(s), and reason for the request.

7.2

Via email: Send a refund request to billing@bookuvai.com with your registered email, Order ID, milestone(s) affected, reason for the refund, and any supporting evidence.

7.3

Required information: Order ID, specific milestone(s) for which the refund is requested, detailed reason for the request, and any screenshots or logs supporting the claim.

7.4

Response time: We will acknowledge your request within 2 business days and provide a refund calculation within 5 business days.

8.1

Refunds are NOT available for orders that have reached the DELIVERED state and have been accepted by the Customer. Delivery acceptance is final and constitutes acknowledgment that the work meets the frozen scope specification.

8.2

Refunds for Change Requests that were approved and executed by the Customer are subject to the terms of the original Change Request approval, not the base order terms.

8.3

Hours consumed in accordance with the frozen scope for milestones that passed automated validation are not eligible for refund, even if the Customer later decides the feature is not needed.

8.4

Refunds are not available for amounts below the minimum transaction threshold (INR 100 via Razorpay or $1 USD via Paddle).

9.1

For refund inquiries and billing support: