This Refund Policy applies to professional IT and digital marketing services engaged with VAIXtech via https://vaixtech.com or a written proposal / statement of work (SOW). Custom software, consulting, and digital services are generally intangible services scoped by contract. This policy is framed in line with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 (where applicable), and Indian contract practice. Where a signed SOW conflicts with this page, the SOW prevails for that engagement.
1. Nature of services
We deliver time-and-effort or milestone-based professional services (development, design, QA, marketing retainers, audits, and related work). These are not mass-produced goods. Quality, scope, and acceptance are defined in writing before or during the engagement.
2. Advances, deposits, and milestones
Project advances or deposits secure scheduling, discovery, and resource allocation. Once discovery, design, development, or other billable work has started as per the SOW, advances are typically non-refundable, except where we have failed to commence work without valid reason or as otherwise stated in your SOW. Milestone invoices become due on delivery / acceptance of the related milestone as defined in the SOW.
3. Cancellation by the client
You may request cancellation in writing (email is sufficient). If work has commenced, you remain liable for:
- Fees for completed and accepted milestones
- Reasonable charges for work-in-progress at agreed rates
- Approved third-party costs already incurred
Unused prepaid retainer hours may be refunded at our discretion after deducting completed work, committed third-party costs, and reasonable administrative costs. No refund applies for delivered digital assets, completed sprints, or accepted reports.
4. Cancellation or inability to deliver by VAIXtech
If we cannot fulfil an engagement for reasons within our reasonable control, we will refund prepaid amounts attributable to undelivered work, after deducting costs already incurred with your written approval. We will notify you promptly and cooperate on an orderly wind-down and handover of completed work.
5. Deficiency of service and remedy
If you believe a deliverable does not meet the written acceptance criteria in the SOW, notify us in writing within the review window stated in the SOW (or within 7 business days of delivery if none is stated), with specific defects. We will re-perform or correct deficient work at no additional charge within a reasonable number of revision cycles as agreed. Refunds for deficiency are considered only after we have had a fair opportunity to cure, and only for the undelivered or uncured portion, consistent with the Consumer Protection Act, 2019 principles of fair trade practice.
6. Non-refundable items
- Third-party fees paid on your behalf (hosting, domain, licences, plugins, stock assets, ad spend, SMS/email credits)
- Government fees, app-store fees, or statutory charges
- Completed discovery workshops, audits, and delivered reports
- Change requests already developed and accepted
7. Taxes and GST
Refunds, where approved, are generally processed for the taxable value of the undelivered portion. GST treatment on refunds or credit notes will follow applicable GST law and invoicing rules in India. Banking / payment-gateway charges already levied by processors may be non-recoverable.
8. How to request a refund review
Email contact@vaixtech.com with: project / invoice reference, payment proof, and a clear reason. We aim to acknowledge within 2 business days and decide within 7–10 business days after receiving complete information. Approved refunds are typically credited to the original payment method or by bank transfer to an Indian account within 7–14 business days after approval, subject to bank and gateway timelines.
9. Chargebacks
Please contact us before raising a payment dispute or chargeback so we can resolve the matter directly. Unsubstantiated chargebacks after delivery of contracted work may lead to suspension of services and recovery of amounts, costs, and interest as permitted by law and the SOW.
10. Grievance officer (consumer complaints)
For service or refund grievances related to online bookings or website transactions, contact: VAIXtech, Uppal, Hyderabad, Telangana, India. Email: contact@vaixtech.com. Phone: +91 90300 35355. We will acknowledge consumer complaints within the timelines expected under applicable e-commerce / consumer rules and work toward resolution. You may also approach the consumer commission having jurisdiction under the Consumer Protection Act, 2019.
11. Governing law
This Refund Policy is governed by the laws of India. Subject to mandatory consumer rights, disputes are subject to the competent courts at Hyderabad, Telangana, unless your SOW provides for arbitration under the Arbitration and Conciliation Act, 1996.
12. Changes
We may update this policy from time to time. The latest version will be published at https://vaixtech.com/refund-policy/.