1. Overview
This policy outlines how cancellations and refunds are handled for services provided by Nexvoria Technologies Private Limited ("Nexvoria"). Specific refund terms for any engagement may be further defined in the corresponding Statement of Work (SOW), which shall override the general terms below.
2. Nature of Services
Nexvoria provides professional consulting, implementation, customisation, integration and support services. Once work begins, our team commits real engineering, advisory and project-management capacity to the engagement. As such, services rendered are non-returnable.
3. Discovery & Proposal
The initial discovery call and written proposal are provided free of cost. There is no financial commitment from the Client until a SOW or Service Agreement is signed.
4. Project-Based Engagements
For fixed-scope implementation or development projects:
- Before project kick-off: If the Client cancels in writing before kick-off, any advance paid will be refunded after deducting documented out-of-pocket costs already incurred.
- After kick-off: Fees corresponding to work completed up to the date of cancellation are non-refundable. Work-in-progress will be invoiced on a proportionate basis, and any remaining balance from advance payments will be refunded after this adjustment.
- Milestone-based projects: Completed and accepted milestones are non-refundable. Cancellation affects only future, unstarted milestones.
5. Retainer & AMC Engagements
Monthly retainers and Annual Maintenance Contracts (AMC) are billed in advance.
- Either party may terminate with thirty (30) days' written notice.
- The current month's retainer is non-refundable.
- For annual AMC pre-payments, unused months — calculated from the effective termination date — will be refunded on a pro-rata basis, less any usage in excess of contracted hours.
6. Block-of-Hours Engagements
Unused hours from a purchased block are valid for the period specified in the SOW (typically 6–12 months). Unused hours past this period expire and are not refundable. Hours already consumed are non-refundable.
7. Licences & Third-Party Costs
Charges for third-party software licences, Microsoft subscriptions, ISV apps, hosting fees, travel and similar pass-through costs are non-refundable once procured or incurred on the Client's behalf, regardless of project status.
8. Quality & Dispute Resolution
If you are dissatisfied with the quality of any deliverable, we ask that you raise the concern in writing to your engagement manager within ten (10) business days of delivery. We will work in good faith to remediate, rework or otherwise address legitimate quality issues. Refunds are considered only where remediation is not feasible and is the appropriate remedy under the SOW.
9. Refund Processing
Approved refunds are processed within fifteen (15) to thirty (30) business days from the date of approval, through the original payment method where possible. International transfers may take longer based on intermediary banks.
10. Non-Refundable Items
The following are non-refundable under all circumstances:
- Discovery, scoping or strategic advisory work that has been delivered.
- Hours of work already rendered.
- Third-party software, licences, subscriptions and infrastructure costs.
- Charges for cancelled appointments or workshops without 48-hour notice.
11. Contact for Refund Requests
Refund requests should be submitted in writing to:
Accounts & Grievance
Nexvoria Technologies Private Limited
Email: grievance@nexvoria.tech
Phone: +91 85100 02475
Unit 213 & 214, Welldone Tech Park, Sector 48, Gurugram, Haryana 122018, India
We will acknowledge requests within three (3) business days and provide a resolution within fifteen (15) business days.