Refund
Policy

This Refund Policy governs all financial transactions between Innovthrix Solutions ("we," "us," "our") and our clients ("you," "client") in connection with custom software development, web development, mobile application development, API integration, CRM/ERP implementation, and any other services offered by Innovthrix Solutions.

By engaging our services and submitting payment, you acknowledge that you have read, understood, and agree to the terms of this Refund Policy in full. This policy is incorporated by reference into all project agreements, statements of work, and service contracts entered into with Innovthrix Solutions.

All projects require a deposit at the time of project initiation. The deposit amount is specified in the individual project agreement or statement of work and typically represents 30–50% of the total project value, depending on project scope and duration.

Project deposits serve to:

• Reserve engineering capacity on our team's schedule for the agreed project timeline.
• Cover initial research, discovery, architecture planning, and environment setup activities that begin immediately upon project commencement.
• Secure the client's commitment to the project scope and timeline outlined in the agreement.

If a project is cancelled by the client before any work has begun — and before the project kickoff meeting has taken place — the deposit may be refunded in full at the sole discretion of Innovthrix Solutions, provided the cancellation request is made in writing within 48 hours of deposit submission.

For multi-phase or long-term projects, payments are structured around agreed milestones defined in the project statement of work. Each milestone payment is due upon completion of the deliverables specified for that milestone phase.

Milestone payments are made in exchange for completed, delivered work product. Once a milestone has been delivered and accepted — or deemed accepted per the terms of the project agreement — that payment is non-refundable. Acceptance is defined as written approval by the client or the absence of a written objection within the review period specified in the project agreement.

Innovthrix Solutions will consider refund requests under the following specific circumstances:

• Failure to commence work: If Innovthrix Solutions accepts payment but fails to initiate the project within the timeline specified in the project agreement, the client is entitled to a full refund of all payments made, including the deposit.
• Material breach by Innovthrix Solutions: If we materially fail to deliver agreed-upon deliverables and are unable to remedy the breach within a reasonable cure period (typically 14 business days after written notice), a partial or full refund of payments covering the undelivered work may be issued.
• Pre-commencement cancellation: As described in Section 2, if a client cancels in writing within 48 hours of deposit submission before any work has begun, a full deposit refund may be issued at our discretion.
• Duplicate payment: If a client is charged twice for the same invoice due to a payment processing error, the duplicate charge will be refunded in full within 5 business days of the error being confirmed.
• Overpayment: Any payment received in excess of the invoiced amount will be refunded or applied as a credit toward future invoices, at the client's election.

The following payments and charges are explicitly non-refundable under all circumstances except those stated in Section 4:

• Project deposits once work has commenced, regardless of the reason for cancellation.
• Payments for completed and delivered milestones that have been reviewed and accepted by the client.
• Payments for work completed prior to a client-initiated project cancellation or scope reduction — all completed work up to the point of cancellation must be paid in full.
• Third-party costs incurred on behalf of the client, including but not limited to domain registrations, third-party API subscriptions, cloud infrastructure fees, stock assets, or software licenses.
• Rush or expedite fees paid for priority scheduling of a project or feature.
• Consultation fees for discovery sessions, technical assessments, or architecture planning meetings, regardless of whether a project agreement is subsequently executed.
• Monthly retainer or support fees for any month in which services were rendered.

To submit a refund request, the client must follow the procedure outlined below. Refund requests that do not follow this process may not be processed.

• Step 1 — Written request: Submit your refund request in writing to hello@innovthrix-solutions.com with the subject line "Refund Request — [Project Name]". The request must include your name, company name, project name, the invoice number(s) in question, the amount requested, and the specific reason for the request.
• Step 2 — Review period: We will acknowledge receipt of your request within 2 business days and complete our review within 10 business days. Complex cases may require additional time, and we will notify you if this is the case.
• Step 3 — Decision: We will provide a written response with our decision, including the reasoning. If approved, the refund amount and method will be confirmed in writing.
• Step 4 — Resolution: Approved refunds will be processed via the original payment method within the timelines specified in Section 7.

Once a refund has been approved, Innovthrix Solutions will initiate the refund within the following timelines based on the original payment method:

These timelines begin from the date Innovthrix Solutions initiates the refund transaction. We do not control the processing times of banks, payment processors, or card issuers. If you have not received your refund within the expected timeframe, please contact us and we will provide you with a transaction reference number.

We strongly encourage clients to contact us directly to resolve any billing concerns or payment disputes before initiating a chargeback or dispute with their bank or payment provider. In the vast majority of cases, we can resolve issues quickly and fairly through direct communication.

In the event that a client initiates a chargeback or payment dispute without first attempting resolution with Innovthrix Solutions:

• We will respond to the dispute with full documentation of the services rendered, including deliverables, communication records, and signed agreements.
• All active project work will be paused for the duration of the dispute resolution period.
• If the chargeback is found to be unwarranted, the client may be responsible for any fees incurred by Innovthrix Solutions as a result of the dispute, including payment processor chargeback fees.
• Future engagement with Innovthrix Solutions may be declined at our discretion following an unwarranted chargeback.

Some clients engage Innovthrix Solutions on an ongoing basis through monthly retainer agreements covering services such as maintenance, support, feature development, or dedicated engineering hours. The following terms apply to subscription and retainer arrangements:

• Cancellation: Monthly retainer agreements may be cancelled with written notice as specified in the retainer agreement, typically requiring 15–30 days' advance notice before the next billing cycle.
• Unused hours: Retainer hours that go unused within a billing period are generally non-refundable and do not roll over to subsequent periods unless explicitly stated in the retainer agreement.
• Mid-month cancellation: If a retainer is cancelled mid-month after billing has occurred, a pro-rata refund for the unused portion of the month may be issued at the discretion of Innovthrix Solutions, provided no work was performed during that remaining period.
• Setup fees: One-time setup or onboarding fees associated with retainer agreements are non-refundable.

Innovthrix Solutions reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting of the updated policy to our website. We will update the effective date at the top of this page when material changes are made.

For active project engagements, the version of this Refund Policy in effect at the time the project agreement was signed shall govern the terms of that engagement, unless both parties agree in writing to apply updated terms.

We encourage you to review this policy periodically. If you have questions about any aspect of this Refund Policy, please contact us before submitting payment — we are happy to clarify any terms.