Refunds & Cancellation

Every engagement has a fixed scope and a published fee, so refunds are calculated on a set basis rather than negotiated. Two principles apply throughout this policy.

• You pay for work done, not time reserved. Nothing has been earned before engineers are assigned, so if you cancel before then, the full amount is refunded. Once work has started, you pay for what has been produced and we refund the balance.
• If we fail to deliver, we bear the cost. If the deliverables do not match the service page, or a stated date passes without advance warning from us, the whole fee is refunded.

Refunds do not cover business outcomes. We stand behind the deliverables, the standard of the work and the date stated on the service page. We do not guarantee revenue, adoption, funding or performance figures.

Nothing in this policy limits your statutory rights as a consumer under the laws of India.

You receive a full refund, with no deduction and no reason required. Kickoff is when engineers are assigned and work begins. It takes place only once we have your payment, your completed technical brief and the access listed on the service page.

• To cancel, email us from the address used on the order and quote the order number, or reply to your order confirmation.
• A cancellation takes effect only when we confirm it in writing. If you have not received that confirmation, treat the order as active and contact us again.
• Unpaid orders expire automatically after 7 days, and you do not need to do anything.
• If you realise you need a different engagement, we can swap it for you.

We will also cancel an order and refund it in full ourselves if the engagement would not meet your needs, if we cannot staff it within the stated turnaround, or if a listing error is found before work begins.

Once work has started, the refund depends on how far the engagement had progressed when you asked us to stop. Percentages apply to the amount actually paid for that engagement, including GST.

Whatever has been built by the time you stop is handed over to you in its current state, with the documentation completed so far. Partial work is never withheld during a refund discussion.

If a monthly Managed Support engagement is cancelled part-way through the month, the refund is calculated on the days remaining, rounded in your favour.

Short advisory engagements, such as an architecture call, a written code or bill review, or a review of a hiring brief, are non-refundable once delivered. The engineering time and the written advice are used up when the session takes place or the review is delivered.

• If you cancel or reschedule more than 24 hours before a booked call, you can choose a full refund or a new slot.
• If you cancel within 24 hours of the call, or do not attend, the session is treated as delivered.
• If we miss or reschedule the slot, you can choose a new time that suits you or a full refund.
• A written review counts as delivered when the document reaches you. Until then, it is fully refundable.

Two further commitments apply. If our advice was clearly wrong, tell us and we will correct it free of charge. If we decide that a session cannot usefully answer your question, we will tell you and refund it before it takes place.

Any of the following counts as non-delivery and entitles you to a full refund of the engagement fee:

• a deliverable listed on the service page was not handed over, and no written variation was agreed;
• a stated delivery date passed with nothing handed over, and we had not warned you before that date;
• the work handed over does not materially do what the service page described, and the revision round did not correct it;
• the work cannot be used because we did not provide the handover document or the access needed to run it;
• we stopped work part-way and cannot resume within a reasonable time;
• you were charged for an engagement that we declined, or for an order that was never confirmed.

Non-delivery does not include a delay caused by you, an outage or policy change at a third-party provider, or a deliverable that is present and working but differs from what you had in mind. The first two pause the delivery clock and do not breach the contract. The third is a question of scope, covered in section 7.

Every engagement includes one revision round, available within the window stated on its service page. If a deliverable is present but incorrect, the revision round is the first remedy and usually the quickest: a fix can be made in days, whereas a refund followed by a new purchase takes much longer and leaves nothing built in the meantime.

• Send all revision points together in one list.
• A revision brings the delivered work into line with the agreed scope. It cannot be used to change the brief; that is a change request, which is quoted separately.
• If the revision round cannot bring the work into line with the service page, we will refund the fee in full under section 5.

In addition, a material defect in our work reported within 15 days of handover is corrected free of charge under the defect remedy in our Terms of Service.

A refund is not available where:

• the deliverables were provided as described, but the commercial or technical result was not what you hoped for;
• adoption, revenue, latency, uptime or search ranking did not improve as much as you wanted, since these depend on decisions and market conditions outside our control;
• a third-party platform changed, deprecated, throttled or suspended something after handover;
• the delay was caused by access, environments, approvals, test data or feedback that we were waiting for from you;
• you changed direction, moved platform, restructured or put the project on hold after work had begun;
• the work was modified by your team or another supplier after handover and then stopped working as expected;
• the claim is made more than 15 days after handover, unless it concerns a payment error;
• the cost is a third-party cost already incurred with your agreement, such as cloud usage, licences, subscriptions or paid quotas, which never formed part of our fee;
• work was stopped because the acceptable use clause in our Terms of Service was breached.

• Refunds are made only to the original payment method, meaning the same UPI handle or card, in Indian Rupees. We cannot send a refund to a different account, as this is a safeguard against payment fraud.
• The refund includes the GST you paid, and we issue a credit note against the original invoice for your records.
• We send you the refund reference number as soon as the refund is initiated. Please keep it.
• The final step is handled by your bank or UPI provider. If the money has not arrived 7 working days after initiation, send us the reference and we will follow it up with the payment gateway until the amount is credited.
• No processing fee is deducted from a refund. We bear the gateway charges.

1. Email care@fluxeentra.com from the address used on the order.
2. Quote your order number (for example, FX260824ABCDE) and briefly describe the problem.
3. Attach any supporting evidence, such as the deliverable, a screenshot, the pull request, the email thread or the date that was missed.
4. Tell us the outcome you want: a fix, a revision round, a switch to a different engagement, or a refund.

You can also use the contact form or, if you have an account, raise the claim from the order in your dashboard, which already includes the order number and payment reference.

A named person is responsible for your claim from acknowledgement onwards, so you will not need to explain it more than once.

• Failed payment. A failed payment does not confirm an order and should not result in a debit. If your bank has placed a temporary hold, it is released automatically within 5 to 7 working days.
• Money debited but the order shows as unpaid. After 48 hours, send us the order number and UPI reference. We will check with the gateway and either confirm the order or refund it in full, as you prefer.
• Duplicate charge. If you are charged twice for the same order, the duplicate payment is refunded in full as soon as it is identified, without further assessment. If we notice it first, we will refund it and let you know.
• Wrong engagement purchased. If you tell us before kickoff, we will swap it or refund it, as you prefer.

Please contact us about a payment problem before raising a chargeback. A chargeback freezes the order and takes considerably longer to resolve.

Each engagement in an order is assessed separately, according to the stage it has reached. Cancelling one engagement does not affect the others, and the refund is calculated only for the engagement being cancelled.

• If a discount code applied to the whole order, the discount is apportioned proportionally before the refund is calculated, so the remaining engagements keep their share of it.
• If you bought several units of the same engagement, any unit not yet started is refunded in full, even if another unit is already in progress.
• Credit notes are issued per engagement, matching the way the tax invoice was raised.

If you disagree with our decision on a claim, you can escalate it.

Write to our Grievance Officer, Sreenivasulu Balayellugari and SAGILI SAI LELA SAGAR, at grievance@fluxeentra.com. You will receive an acknowledgement within 48 hours and a substantive response within 15 days, as required by the Consumer Protection (E-Commerce) Rules, 2020 and the IT Rules, 2021.

If you are still not satisfied with our final response, the grievance redressal page lists the external bodies you can approach, including the National Consumer Helpline and the consumer commission with jurisdiction over your location.