Refund and Cancellation Policy

Summary

Nothing in this policy limits any rights you have under applicable Indian consumer protection law.

1. Ready-made source code purchases

When you can cancel

You can cancel an order at any time before the payment is verified. Simply do not complete the payment, and no charge is made. Once the payment is verified, the source code is delivered to your account straight away. From then on the order cannot be cancelled for a change of mind, because digital files cannot be returned.

When a refund is available

We will refund the source code price, in full or in part, when:

• you were charged twice for the same order, or charged for an order that was never confirmed;
• you cannot access or download the files and we cannot fix the problem;
• the download is defective, for example corrupted, incomplete or missing files listed on the product page, and we cannot provide a working replacement;
• the product is materially different from its description, for example a main feature listed on the product page is missing or does not work, and we cannot correct it.

In these cases we will first try to fix the problem, for example by restoring access, sending a corrected file or helping you with a setup issue. If we cannot fix it, we refund.

When a refund is not available

• You changed your mind after the files were made available.
• Your hosting or environment does not meet the requirements listed on the product page.
• You expected features, design or integrations that the product page does not describe.
• A third-party service the product connects to has changed its terms, pricing or API.
• The problem was caused by changes made to the code by you or someone else.

Time limit

Please contact us as soon as you notice a problem with a purchase. That way we can investigate while the details are fresh, and we review every request individually.

2. Installation and setup service

The installation service is priced separately from the source code and is handled separately. Its status is shown in My Orders as Pending, Processing or Complete.

• Pending (we have not started): you can cancel the installation service, and we refund the installation fee. The source code part of the order is unaffected.
• Processing (work has started): you can still cancel. Any refund of the installation fee is based on the work already done, and we explain how we worked it out.
• Complete: the service has been delivered and the installation fee is not refundable. If something does not work because of our installation work, tell us promptly and we will correct it.
• If we cannot complete it for reasons on our side, we refund the installation fee.
• If we cannot proceed because of missing access or requirements, for example hosting that does not meet the product requirements, access details not provided, or no reply to our messages, the service stays on hold. If the issue is not resolved, we will contact you about closing the service and any refund that is due for work not done.

3. Custom software development projects

Custom projects are covered by the cancellation and payment terms in the accepted quotation. Where the quotation says nothing on a point, the following applies:

• Either party may cancel the project by written notice.
• You pay for the work completed up to the cancellation date, and for third-party costs already incurred for your project, such as licences, domains or paid APIs.
• Any part of an advance that exceeds the value of the work done and the costs incurred is refunded.
• Milestones you have accepted, and the work delivered for them, are not refundable.
• If we cancel a project without any breach on your part, we refund payments for work not yet delivered.

4. Hosted and SaaS services (where offered)

You can cancel a subscription at any time to stop future renewals, and the service stays available until the end of the period you have paid for. Fees for a period that has already started are not refunded, unless the quotation or the law says otherwise, or the service was unavailable for a significant part of that period because of a fault on our side.

5. Failed, pending and duplicate payments

• Failed payment: if a payment fails, no order is confirmed and nothing is delivered. If money was deducted from your account for a failed or unconfirmed payment, it is normally reversed automatically by Razorpay or your bank. If it is not, send us the payment reference and we will check it with Razorpay.
• Pending payment: sometimes a bank takes longer to confirm a payment. If the payment is later confirmed, your order is fulfilled automatically. If it is not confirmed, the amount is reversed by your bank or Razorpay.
• Duplicate payment: if you are charged more than once for the same order, we refund the extra payment once we have verified it.

6. How to ask for a refund or cancellation

1. Open a support request from your account and choose the order, or email support@uplyne.in.
2. Include the order number, what you are asking for (a refund, or cancelling the installation), and what went wrong. Screenshots or error messages help.
3. We may ask for more details or for access, so we can reproduce the problem and try to fix it first.

We reply by email with our decision and the reason for it.

7. How approved refunds are paid

• Approved refunds are paid to the original payment method through Razorpay. We do not refund in cash or to a different account.
• Once we start the refund, the time it takes to reach you depends on Razorpay, your bank and your payment method.
• Your order page shows the refund once Razorpay confirms it. A credit note is issued against your invoice, and the original invoice is not changed.
• Downloads after a full refund: your download access ends and the licence for that product ends with it. You must delete any copies.
• Partial refunds: for example, a refund of the installation fee only. Download access for the source code continues.

8. Contact

UPLYNE · support@uplyne.in