Refund Policy

1. Policy Overview

Appzster provides professional B2B technology services. Because our services involve the deployment of skilled human resources, custom intellectual work, and time-sensitive project commitments, refunds are assessed on a case-by-case basis within the framework set out in this policy.

We are committed to resolving any dissatisfaction through our defect warranty, good-faith negotiation, or service credits where appropriate — before a formal refund is considered. Our goal is always to deliver work you are satisfied with, not to retain fees for work that has not met its obligations.

2. Nature of Our Services

Technology consulting and development services are fundamentally different from product purchases. Key characteristics that inform this policy include:

• Services involve the ongoing deployment of skilled professionals whose time cannot be recovered once rendered
• Custom software and design is created specifically for each Client and has no resale value to Appzster
• Work is delivered progressively in milestones or sprints — not as a single end product
• Many inputs to a project (quality of brief, Client feedback cycles, third-party dependencies) are outside Appzster's control

These characteristics mean that a blanket refund policy similar to retail or SaaS products is not appropriate or fair to either party. This policy reflects the realities of professional services delivery.

3. Refund Eligibility — Scenarios

The following scenarios set out when refunds are eligible, partially eligible, or not eligible:

4. Deposits & Advance Payments

Appzster typically requires an advance payment or deposit at project commencement. The standard deposit structure is:

• Project-based work: 30–50% advance at SOW execution
• Staff augmentation retainers: First month in advance
• Discovery & design phases: 100% in advance

4.1 Deposit Refund Rules

• Cancelled before work commences: Full deposit refundable minus any administrative or onboarding costs incurred, provided cancellation is notified in writing within 5 business days of SOW execution.
• Cancelled after work commences: Deposit applied against fees for work completed. Any balance beyond completed work value is refundable subject to the cancellation terms in Section 7.
• Discovery / design phase retainers: Non-refundable once the discovery or design phase has commenced, as this work is entirely custom and non-reusable.

5. Milestone-Based Payments

Where projects are structured around milestones, each milestone payment is tied to the delivery and acceptance of specific Deliverables.

• Milestone payments become due when the relevant Deliverable is presented to the Client for review
• The Client has an agreed review period (typically 5–10 business days as specified in the SOW) to formally accept or raise issues
• Failure to respond within the review period constitutes deemed acceptance
• Accepted milestones are non-refundable
• Where a milestone is disputed, the defect rectification process in Section 8 applies before any refund consideration

6. Staff Augmentation — Refund Rules

Staff augmentation engagements involve the deployment of dedicated specialist time. The following specific rules apply:

6.1 Time-Based Billing

All time billed for days or hours worked by a placed specialist is non-refundable. Specialist time is a consumed resource — once rendered, it cannot be recovered.

6.2 Two-Week Fit Guarantee

If a Client notifies Appzster within the first 10 business days of a placement that the specialist is not the right fit, Appzster will provide a replacement specialist at no additional placement fee. Any days billed during the initial period remain payable.

6.3 Advance Retainer Refunds

Where a monthly retainer has been paid in advance and the Client terminates the engagement mid-month in accordance with the notice provisions in the SOW, the pro-rated unused portion of the retainer for days after the termination effective date will be refunded.

6.4 No-Show or Non-Performance by Specialist

In the rare event that an Appzster specialist is unavailable or fails to perform to a reasonable standard, Appzster will provide a replacement or issue a credit for unbilled time. The Client's sole remedy in such cases is replacement or credit — not a full engagement refund.

7. Project Cancellation Terms

Project cancellation by the Client is governed by the notice provisions in the SOW and Section 10 of our Terms & Conditions. The following financial treatment applies upon cancellation:

7.1 What the Client Pays on Cancellation

• All fees for work completed and delivered to the cancellation date
• Pro-rated fees for work in progress at the cancellation date, calculated at the day rate or sprint value specified in the SOW
• Any non-cancellable third-party costs committed by Appzster on the Client's behalf (e.g. software licences, cloud infrastructure provisioned for the project)
• Any reasonable wind-down costs incurred by Appzster within the notice period

7.2 What the Client Receives on Cancellation

• All completed Deliverables produced to the cancellation date
• All work-in-progress materials in their current state
• A detailed written reconciliation of fees paid, fees due, and any refundable balance
• Return of any advance payment balance beyond the amounts owed above, within 21 business days

8. Defect Rectification Before Refund

Where a Client believes a Deliverable does not conform to the agreed specification, the following process applies before any refund is considered:

• The Client submits a written defect report specifying the issue with reference to the agreed SOW specification
• Appzster acknowledges the report within 2 business days
• Appzster assesses the defect and provides a proposed remedy within 5 business days
• Appzster implements the agreed remedy within a timeframe proportionate to the complexity of the defect
• If the remedy does not resolve the issue, a second remedy attempt is made
• Only if two remedy attempts fail to resolve the validated defect does a refund assessment proceed

9. How to Request a Refund

To initiate a refund request, the Client must:

• Submit a written refund request to billing@appzster.com
• Include: Client name, project name, invoice number(s), amount(s) in question, and a clear description of the basis for the refund request
• Attach any relevant supporting documentation (SOW, email correspondence, defect reports)

9.1 Refund Assessment Timeline

• Acknowledgement: Within 2 business days of receipt
• Initial assessment: Within 7 business days
• Resolution or escalation: Within 21 business days
• Approved refund payment: Within 14 business days of approval

9.2 Refund Payment Method

Approved refunds will be returned via the same payment method used for the original payment where technically possible:

• NEFT / RTGS transfer for domestic INR payments
• SWIFT wire transfer for international payments
• UPI reversal where applicable

Refunds will be made in the original currency of payment. Any bank charges associated with the refund transfer are the Client's responsibility.

10. GST Treatment on Refunds

All refunds processed by Appzster are subject to applicable Goods and Services Tax (GST) provisions under the GST Act, 2017:

• Where a refund is issued, Appzster will issue a credit note in accordance with Section 34 of the CGST Act, 2017
• The credit note will reflect the net amount refunded and the corresponding GST adjustment
• Clients who have claimed Input Tax Credit (ITC) on the original invoice must reverse the proportionate ITC in accordance with applicable GST rules
• For international Clients, refunds on export of services transactions will be handled in compliance with FEMA and applicable RBI guidelines

11. Refund Disputes

If a Client disagrees with Appzster's assessment of a refund request, the following escalation path applies:

• Step 1 — Internal Escalation: The Client requests escalation to Appzster's senior management in writing. A senior decision-maker will review and respond within 10 business days.
• Step 2 — Good Faith Negotiation: Both parties commit to a good-faith negotiation meeting (in person or video call) within 14 business days of escalation.
• Step 3 — Mediation / Arbitration: If negotiation fails, the dispute is referred to mediation or arbitration as set out in Section 13 of our Terms & Conditions.

Disputes are governed by Indian law and subject to the jurisdiction of courts in Bangalore, Karnataka, India.

12. Contact for Refund Queries

For all refund requests, billing disputes, or refund status enquiries, please contact our billing team: