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Refund & Cancellation Policy

Commercial terms governing custom software engineering retainers, milestone payments, and multi-tenant SaaS subscriptions.

Effective: October 11, 2026Last Updated: October 11, 2026Status: Active & Binding
Terms of ServicePrivacy PolicyAcceptable UseRefund & Cancellation
Commercial Framework: InitioStudio operates on clearly defined milestones for agency engineering and automated cycles for SaaS subscriptions. Please review our policy prior to executing contracts or subscribing.

1. Custom Software Engineering & Agency Services

1.1 Non-Refundable Project Retainers

To commence custom development, sprint allocation, or architectural design, Client must remit an agreed kickoff deposit (typically 30% to 50% of the SOW value). All kickoff retainers are non-refundable once architectural discovery or engineering has commenced.

1.2 Milestone Disbursements are Irrevocable

Projects are divided into verifiable milestones. Once Client reviews, approves, or deploys a milestone build into production, the corresponding disbursement becomes final, earned, and completely non-refundable. Subsequent shifts in Client business priorities do not entitle Client to milestone refunds.

1.3 Project Cancellation by Client

If Client terminates an engagement prior to completion, Client must submit written notice. Work will halt immediately, and Client will be invoiced for unbilled hours and committed contractor expenses up to the timestamp of notice. Completed deliverables will be packaged and delivered upon full settlement.

2. Multi-Tenant SaaS Subscriptions (SAISYNC)

  • Recurring Billing: Subscriptions renew automatically (Monthly or Annually) unless cancelled prior to the renewal date.
  • How to Cancel: Clients may cancel via the administrative dashboard billing panel or by emailing billing@initiostudio.in at least five (5) business days before renewal.
  • No Prorated Mid-Cycle Refunds: We do not offer prorated refunds or credits for partial months or unused time on annual plans. You retain active access through the end of your paid billing term.
  • 14-Day Data Export Window: Following subscription expiration, your tenant instance enters read-only status for fourteen (14) calendar days, allowing complete export of student and portal records before database deprovisioning.

3. Payment Disputes & Chargeback Protocol

Prohibition of Unilateral Chargebacks: Initiating a bank or credit card chargeback without prior good-faith communication with InitioStudio is a breach of contract.

In the event of an unjustified chargeback:

  1. Immediate Service Suspension: All tenant dashboards, API keys, mobile sync tokens (/saisync/), and web routing endpoints are frozen immediately.
  2. Administrative Fee: An administrative dispute fee of INR 5,000 (or USD $100) plus third-party gateway penalties will be assessed.
  3. Legal Action: InitioStudio reserves the right to pursue full contract sums and consequential legal expenses through formal proceedings in Hyderabad, Telangana.

4. Extraordinary Exceptions

Refunds or service credits are granted strictly under two circumstances:

Verified Billing Errors

Duplicate payments or administrative overbilling verified by our accounts desk are refunded within seven (7) business days.

Prolonged Platform Outage

Unscheduled downtime exceeding seventy-two (72) consecutive hours attributable solely to our infrastructure qualifies for pro-rata service credits.

Legal & Regulatory Inquiries

For contract amendments, data processing addenda (DPA), grievance redressal under the India DPDP Act, or statutory notices, please contact our Legal Counsel at legal@initiostudio.in or reach our Data Protection Officer at dpo@initiostudio.in.

INITIO Studio · Hyderabad, Telangana, India · Standard Response SLA: 48 business hours