Refund & Cancellation Policy

01 Policy Philosophy

At Teloy Technologies, our engagements are structured around clear deliverables, agile sprint milestones, and transparent client sign-offs. Because our work involves bespoke engineering, dedicated specialist allocation, and intellectual property creation, our refund policy reflects fair compensation for work delivered while protecting client interests against incomplete execution.

02 Milestone-Based Fixed-Price Projects

Custom web development, UI/UX design, and AI integration projects are divided into distinct milestones defined in the Statement of Work (SOW):

• Milestone Sign-Off: Once a project milestone (e.g., UI/UX Prototype, MVP Backend, or Staging Release) has been reviewed, approved, and accepted in writing by the Client, the payment allocated to that milestone is deemed final and non-refundable.
• Pending Milestone Escrow: If work is halted on a milestone prior to delivery or approval, any unearned portion of advance fees paid for that specific milestone will be promptly calculated and refunded pro-rata based on actual hours and verifiable deliverables produced.

03 Cancellation Prior to Project Kickoff

If the Client chooses to cancel a project in writing prior to the formal kickoff meeting and before sprint planning or design exploration has commenced, Teloy will refund 100% of the initial deposit, minus an administrative setup and onboarding fee of 5% (capped at ₹25,000 / $300 USD) to cover merchant gateway processing and contract preparation costs.

04 Mid-Project Cancellation Process

Either party may terminate an ongoing engagement at any stage by providing written notice. In such an event:

05 Monthly Retainers & Support Contracts

For monthly maintenance, dedicated engineering retainers, and ongoing DevOps support agreements:

• Agreements operate on a calendar month or 30-day renewal cycle.
• Cancellations require a written notice of at least fifteen (15) days prior to the next billing cycle.
• Fees paid for the current active billing cycle are non-refundable as engineering capacity has already been allocated, but no further renewal charges will be levied.

06 Non-Refundable Expenses

The following categories are strictly non-refundable under all circumstances:

• Third-party cloud hosting infrastructure charges (AWS, GCP, Vercel, Supabase, Cloudflare) incurred on behalf of the client.
• Domain name registrations, SSL certificates, or commercial software licenses purchased specifically for the client's account.
• Third-party API consumption credits (OpenAI, Anthropic, Twilio, SendGrid) provisioned for the project.

07 30-Day Warranty & Remediation Guarantee

To ensure total peace of mind, all completed projects include our 30-day post-launch warranty. If any deliverable fails to function according to the agreed technical specifications or exhibits reproducible bugs, Teloy will fix, remediate, or refactor the issue at zero additional cost before any discussion of financial remediation is necessary.

08 How to Request a Refund

To request a milestone review, cancellation, or refund:

1. Submit a formal written request via email to billing@teloy.in with your project reference number.
2. Include a detailed explanation of the grounds for your cancellation or dispute.
3. Our project management and finance team will schedule a resolution call within three (3) business days to review the milestone audit.

09 Processing & Payout Timeline

Once a refund is approved by both parties in writing, the funds will be remitted within seven (7) to ten (10) business days via the original payment method (bank wire transfer, Stripe, or corporate card). You will receive an official credit note and bank confirmation receipt upon dispatch.