Refund & Cancellation Policy

Because a service is a fixed scope sold at a published fee, refunds are settled by clear rules instead of negotiation. Two principles run through everything below.

• You pay only for work carried out. Until work is assigned nothing has been earned, so cancelling then returns the whole amount. Once work is under way, you pay for what has been completed and the balance is refunded.
• If we fail to deliver, we bear the cost. If the deliverables do not match the service page, or a stated date goes by without us warning you in advance, you receive the full fee back.

Business outcomes are outside the scope of refunds. We stand behind the deliverables, the quality of the work and the dates we commit to, but we do not guarantee revenue, adoption, funding or performance figures.

We publish this policy in accordance with the Consumer Protection (E-Commerce) Rules, 2020. It does not restrict any of your statutory rights as a consumer under the laws of India.

A full refund, with nothing deducted and no reason needed. Kickoff is the moment work is assigned and starts, and it happens only once we have your payment, your completed project brief and the access the service page requests.

• Email us from the address on the order, giving the order number, or simply reply to your order confirmation.
• A cancellation is effective once we confirm it in writing. If no confirmation has reached you, treat the order as still active and contact us again.
• An unpaid order lapses after 7 days, with no action needed from you.
• If you picked the wrong service, we will gladly swap it instead.

We will also cancel on our own initiative and refund in full if the service would not suit your needs, if we are unable to staff it within the stated timeline, or if a listing error comes to light before work begins.

After work has begun, your refund depends on how far the service had got when you asked us to stop. The percentages are applied to the amount actually paid for that service, GST included.

Whatever exists when you stop is handed to you as it stands, documented to the extent it has reached. Partial work is never held back while a refund is being discussed.

When a monthly managed-support service is cancelled part-way through a month, the refund is worked out on the days not yet served, rounded in your favour.

Short advisory services, such as an architecture call or a written code or cost review, are non-refundable once delivered, since their value lies in the expert time and written advice given.

• Cancel or reschedule more than 24 hours ahead of a booked call and you can have either a full refund or a new slot.
• If you cancel within 24 hours, or do not attend, the session counts as delivered.
• If we miss or reschedule the session, you may pick a new slot or take a full refund.
• A written review counts as delivered when the document reaches you; before that it is fully refundable.

If our advice was clearly wrong, let us know and we will correct it free of charge. If we decide before a session that it cannot usefully address your question, we will tell you and refund it.

You are entitled to a full refund of the service fee if any one of the following occurs:

• a deliverable listed on the service page was never handed over, and no written variation was agreed;
• a stated delivery date went by with nothing handed over and no advance warning from us;
• what we handed over does not materially do what the service page described, and we were unable to correct it;
• the work is unusable because we did not supply the handover notes or access required to run it;
• we stopped work part-way and cannot restart within a reasonable time;
• you were charged for a service we then declined, or for an order that was never confirmed.

Non-delivery does not cover delays originating on your side, outages or policy changes at a third-party provider, or a deliverable that works as described but is not what you had pictured. The first two pause the timeline; the third is a scope conversation dealt with in section 7.

When a deliverable exists but is not quite right, fixing it is usually quicker than a refund followed by a fresh purchase.

• If the service page includes a revision round, use it first, inside the window stated there, and send your requests together as one consolidated list.
• A revision fine-tunes what was delivered against the agreed scope. Altering the brief is a change request and is quoted separately.
• If the work cannot be brought into line with the service page, we refund in full under section 5.

In addition, any material defect in our work that you report within 15 days of handover is fixed free of charge under the defect remedy in our Terms of Service.

• The deliverables were supplied as described, but the commercial or technical result fell short of your hopes.
• Adoption, revenue, latency, uptime or ranking improved less than you wanted.
• After handover, a third-party platform changed, deprecated, throttled or suspended something.
• The delay resulted from access, environments, approvals, test data or feedback we were awaiting from you.
• After work began, you changed direction, re-platformed, restructured or paused the project.
• Your team or another supplier altered the work after handover and it then stopped working.
• The claim is raised more than 15 days after handover, unless it relates to a payment error.
• Third-party costs you agreed to, such as cloud usage, licences, subscriptions or paid quotas, have already been incurred. These never formed part of our fee.
• Work was halted because of a breach of the acceptable use clause in our Terms of Service.

• Refunds go only to the original payment method: the same UPI handle or card, in Indian Rupees. A refund cannot be sent to a different account.
• The GST you paid is included in the refund, and a credit note is raised against the original invoice.
• You receive the refund reference as soon as the refund has been initiated.
• If the money has not reached you 7 working days after initiation, send us the reference and we will chase it with the payment gateway.
• Refunds carry no processing fee deduction.

1. Email info@exolavarioo.com from the address on the order.
2. Give your order number (for example EX260917ABCDE) and a short description of the issue.
3. Attach any supporting material: the deliverable, a screenshot, a pull request, the email thread or the missed date.
4. Let us know the outcome you want: a fix, a revision, a move to a different service, or a refund.

Alternatively, use the contact form or, if you have an account, begin from the order in your dashboard, where the order number and payment reference are already shown.

One named person looks after your request from acknowledgement onwards, so you will never have to explain it twice.

• Failed payment: the order is not confirmed and nothing should be debited. Any temporary hold your bank placed is normally released within 5 to 7 working days.
• Money debited but the order still unpaid: once 48 hours have passed, send us the order number and UPI reference. We will reconcile it with the gateway and then either confirm the order or refund it in full, whichever you prefer.
• Charged twice for one order: the duplicate charge is refunded in full as soon as it is identified. If we spot it before you do, we will refund it and let you know.
• Paid for the wrong service and told us before kickoff: we will swap it or refund it, whichever you prefer.

Please speak to us about any payment problem before raising a chargeback. A chargeback freezes the order and generally takes far longer to resolve.

Every service within an order is assessed according to its own stage. Cancelling one leaves the others unaffected.

• If a discount was applied across the whole order, it is shared out proportionally before the refund is worked out.
• If you bought several units of one service, any unit not yet started is refunded in full even while another is in progress.
• Credit notes are raised per service, in line with the tax invoice.

Please take it further. Write to our Grievance Officer, Rahul and Sabhajit, at info@exolavarioo.com. We will acknowledge it within 48 hours and give a substantive response within 15 days, in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Rules, 2021.

If our final response does not settle the matter, the Grievance Redressal page sets out the external bodies open to you, including the National Consumer Helpline and the consumer commission with jurisdiction where you are.