REFUND POLICY

1. Scope of This Policy

1.1 This Refund Policy applies only to services rendered directly by Capital Numbers Infotech Limited under an engagement governed by our client agreements and website Terms and Conditions.

1.2 This policy does not apply to third-party products or services. Software licenses, cloud subscriptions, app-store fees, and platform fees — for example, fees payable for Salesforce, Amazon Web Services (AWS), Microsoft Azure, or comparable third-party platforms — are non-refundable pass-through costs. These amounts are paid to, and governed by the terms of, the relevant third-party providers, and Capital Numbers has no ability to recover or refund them.

1.3 This policy does not apply to any entity or individual that is not owned or controlled by Capital Numbers, including independent contractors, partner agencies, resellers, or third-party vendors, even where they are engaged in connection with a Capital Numbers project. Any refund claim relating to their products or services must be directed to them.

2. Refund Terms by Engagement Model

Refund eligibility depends on the engagement model under which services were provided. The rules below apply in addition to any refund or termination provisions in your signed agreement.

2.1 Time & Materials Engagements

Under a Time & Materials engagement, you purchase hours of effort in advance, and we bill against those hours as work is performed.

• You may request a refund of prepaid hours that remain unused and unexpired at the time of termination.
• Hours that have been rolled over from a prior billing period are not refundable. Whether hours expire or roll over is governed by the rollover clause in your agreement, and that clause controls.
• Hours already worked are billable and non-refundable, whether or not you have yet reviewed the deliverables produced.

2.2 Fixed Cost Engagements

Under a Fixed Cost engagement, a fixed price is agreed for defined deliverables. Because fixed-price work involves substantial upfront planning and effort, refunds are available only on termination and only after a joint, objective, milestone-based assessment of the work performed. That assessment proceeds as follows:

1. Defined milestones. The milestones and deliverables defined in your agreement are used as the objective reference points for measuring completion.
2. Scope review. We jointly review the scope of work against the outputs actually delivered and the timesheets recording the effort expended.
3. Refund calculation. If the percentage of work completed is less than the payments received, we will refund the balance corresponding to the uncompleted portion.

Refund eligibility for Fixed Cost engagements is further contingent on either (a) the source code not having been delivered to you, or (b) the website or application not having been published to live or public servers. Once source code has been delivered or the website or application has been published to live or public servers, the value of the work has been transferred and no refund is available.

2.3 Dedicated Engagements

Under a Dedicated engagement, one or more team members are allocated exclusively to you.

• Trial period. If you cancel within the trial period specified in your agreement, you are entitled to a 100% refund of the amounts paid for that trial.
• Post-trial. Once the trial period has been completed, no refunds are available for dedicated engagements.
• Termination. Either party may terminate a dedicated engagement in accordance with the termination clause of the governing agreement. No refunds are available for past periods of service that have already been rendered.
• Current month. Unused hours in the current month are refundable only in rare cases and solely at Capital Numbers’ discretion, taking into account the reason for termination, notice given, and the cost of redeploying dedicated resources.

2.4 Agile Engagements

Under an Agile engagement, work is delivered in sprints, each of which concludes with a sprint review or demo.

• Past sprints are non-refundable. Completed sprints are deemed reviewed and approved by you at the sprint reviews or demos at which they were presented, and no refund is available for them.
• Current sprint. The sprint in progress at the time of termination is subject to a joint assessment of work completed and effort expended, following the same objective, milestone-based approach described for Fixed Cost engagements above. Any refund for the current sprint is limited to the proportion of the sprint fee corresponding to work not completed.

3. Before Requesting a Refund: Complaint Resolution

A refund is a last resort, not a first response. If you are dissatisfied with any aspect of our services, we ask that you first contact your project manager or email us at [email protected] so that we can understand and address your concern. Most issues — including concerns about quality, communication, staffing, or timelines — can be resolved through good-faith discussion, corrective work, resource replacement, or revised planning. We ask that you give us a genuine opportunity to resolve the matter before submitting a formal refund request.

4. How to Request a Refund

4.1 Formal written request. Refund requests must be made in writing within seven (7) days of the termination notification for the engagement concerned. Requests made after this period will not be considered, except where a longer period is required by applicable law or provided in your signed agreement.

4.2 Required information. Your request should include your engagement details: the engagement model, the agreement or SOW reference, the services concerned, the amounts paid, the reason for the request, and any supporting documentation. Incomplete requests may delay assessment.

4.3 Where to send it. Submit your request to your project manager or to [email protected].

4.4 Acknowledgment. We will acknowledge receipt of a complete refund request within five (5) business days and will let you know if any further information is needed to assess it.

5. Assessment, Processing, and Payment

5.1 Processing time. Approved refunds are processed within four (4) weeks of the formal request, barring delays outside Capital Numbers’ control. Such delays may include banking and intermediary processing times, lags in client communication, and payment-platform restrictions. In particular, because of PayPal funding restrictions applicable in India, refunds made via PayPal may take two to three (2–3) weeks to complete. We will keep you informed if a delay of this kind affects your refund.

5.2 Original payment method. Refunds are made to the original payment method used for the payment, unless we expressly agree otherwise with you in writing.

5.3 Fees. Bank charges, transaction fees, and currency conversion fees incurred in issuing a refund are borne by you and may be deducted from the refunded amount.

5.4 Currency. Refunds are issued in the original payment currency. Capital Numbers is not responsible for any difference in value arising from exchange-rate movements between the date of payment and the date of refund.

6. Client Responsibilities

The delivery commitments in our agreements — and therefore the refund assessments under this policy — assume your timely cooperation. You are responsible for providing complete and accurate information, materials, access, approvals, and feedback in a timely manner. If your failure to do so contributes to a delay or to an engagement not being completed, our delivery-timeline commitments and any related refund commitments are void to the extent of that failure, and this will be taken into account in any milestone-based assessment.

7. Delayed Delivery

Unless your signed agreement contains an express penalty or service-credit clause for late delivery, no compensation, refund, or damages are payable for delayed delivery. Where a penalty clause exists in a signed agreement, that clause — and not this policy — governs the consequences of delay.

8. Summary of Non-Refundable Items

For clarity, and without limiting the model-specific rules above, the following are non-refundable:

• Work already performed under any engagement model, including hours worked under Time & Materials engagements and completed portions of Fixed Cost or Agile work;
• Third-party costs, including software licenses, cloud subscriptions, app-store fees, and platform fees (for example, Salesforce, AWS, or Azure), which are non-refundable pass-through costs;
• Dedicated engagements in which the trial period has been completed; and
• Past sprints under Agile engagements, which are deemed reviewed and approved at sprint reviews or demos.

9. Your Statutory Rights

Nothing in this Refund Policy limits, excludes, or restricts any right or remedy that you may have under applicable consumer-protection or other law to the extent that such right or remedy cannot lawfully be limited, excluded, or restricted. Where this policy conflicts with a non-excludable statutory right, the statutory right prevails.

10. Limitation of Liability

To the fullest extent permitted by applicable law, Capital Numbers shall not be liable for any indirect, incidental, special, consequential, or punitive damages — including loss of profits, loss of revenue, loss of data, business interruption, or loss of goodwill — arising out of or in connection with a refund request, a termination, or the services concerned, regardless of the legal theory advanced.

Our aggregate liability in connection with any engagement, including any refund obligation, is subject to, and shall not exceed, the liability cap set out in the governing agreement for that engagement. Nothing in this section excludes or limits liability that cannot be excluded or limited under applicable law.

11. Chargebacks and Payment Disputes

If you are considering disputing a payment, please contact us first at [email protected] or through your project manager. Chargebacks initiated without giving us the opportunity to resolve the underlying concern slow down resolution for both parties and may incur additional costs.

Unjustified chargebacks — that is, chargebacks for services properly rendered, for amounts that are non-refundable under this policy or your agreement, or for transactions you authorized — may result in suspension of services and recovery of the associated costs, including chargeback fees, administrative costs, and the disputed amount itself, to the extent permitted by law. We reserve the right to provide evidence of work performed, approvals given, and this policy to the relevant payment provider or card issuer in response to any dispute.

12. Changes to This Policy

We may update this Refund Policy from time to time, and the current version will always be posted on our website with a revised “Last Updated” date.

• Existing clients. Any change to this policy will be communicated to existing clients in writing before it takes effect for their engagements, and will not apply retroactively to amounts already paid except as required by law.
• New engagements. The version published on our website at the time an engagement commences governs that engagement, subject always to the terms of any signed agreement, which prevails over this policy in the event of conflict.

13. Governing Law and Dispute Resolution

This Refund Policy is governed by and construed in accordance with the laws of India. Any dispute arising out of or in connection with this policy shall be resolved in accordance with the dispute-resolution provisions of our Terms and Conditions: first through good-faith negotiation between the parties (for at least thirty (30) days), and failing resolution, by binding arbitration by a sole arbitrator, seated in Kolkata, India, conducted in English, in accordance with the Arbitration and Conciliation Act, 1996, with carve-outs for interim, injunctive, or other equitable relief necessary to protect intellectual property rights, confidential information, or data security.

14. Contact Us

For questions about this Refund Policy, to raise a concern, or to submit a refund request, please contact:

Capital Numbers Infotech Limited Mani Casadona, Unit No 8E4, Action Area #2 F, New Town, Kolkata 700156, West Bengal, India

Email: [email protected]

Phone: +91-33-6799222

You may also contact your project manager directly at any time.