Refund & Cancellation Policy

1. Purpose of This Policy

This Refund & Cancellation Policy explains the general approach followed by NIRRVIAN ("NIRRVIAN", "we", "us", or "our") for cancellations, refunds and project termination relating to our digital and technology services.

It applies together with the applicable quotation, Statement of Work ("SOW"), service agreement, invoice or other written commercial arrangement.

Where a project-specific agreement contains different cancellation or refund terms, those agreed terms will govern the project to the extent legally permitted.

2. Digital and Custom Services

NIRRVIAN provides services that may involve significant project-specific work before final delivery, including:

• Website design and development
• E-commerce development
• Software, CRM and business-system development
• Web portals and dashboards
• Mobile applications
• AI tools and automation
• SEO and Google Business Profile services
• Social Media Management
• Brand growth and digital services
• Website maintenance and technical support

Because project work can involve research, planning, design, development, configuration, content preparation, third-party purchases and reserved time, cancellation treatment depends on the actual project status and agreed commercial terms.

3. Cancellation Before Work Begins

A Client may request cancellation before project work begins. The financial outcome will depend on the applicable quotation, agreement and whether NIRRVIAN has already incurred non-recoverable costs or committed project resources.

Where no project-specific cancellation term has been agreed, NIRRVIAN will assess the request fairly based on work performed, third-party costs incurred and any other non-recoverable project expenses.

Any refund that is due will be communicated to the Client before processing.

4. Cancellation After Work Has Started

If a Client terminates a project after work has begun, the refundable amount, if any, will normally be assessed with reference to:

• work already completed;
• milestones already delivered or approved;
• project-specific resources already committed;
• third-party costs that cannot reasonably be recovered;
• amounts already invoiced and contractually due; and
• the cancellation terms agreed in the applicable quotation or SOW.

NIRRVIAN will not automatically treat every advance payment as refundable or non-refundable. The treatment will depend on the agreed commercial terms and applicable law.

5. Milestone-Based Projects

Where a project is divided into milestones, payment and refund treatment may be linked to those milestones.

Once a milestone has been completed and accepted according to the agreed process, the associated amount may become payable regardless of whether the Client later decides not to continue subsequent phases.

A specific quotation may contain milestone-specific cancellation provisions where appropriate.

6. Third-Party and External Costs

Costs paid or committed to third parties on the Client's behalf may not be refundable where the third party's own terms do not permit recovery.

Examples may include:

• Domain registration or renewal
• Hosting or infrastructure charges
• Paid plugins or software licences
• Platform subscriptions
• Payment gateway or service charges
• API or messaging charges
• Premium templates, fonts, stock assets or other licensed resources

These costs should be identified in the quotation or invoice wherever reasonably practicable.

7. Recurring Services

Recurring services such as SEO, Google Business Profile management, Social Media Management, maintenance or other monthly services are generally billed for the agreed service period.

A monthly or recurring fee may not be refundable merely because the Client chooses not to continue into a future period after the agreed service for the current period has already been performed.

Any notice period, minimum commitment or cancellation period will be determined by the applicable service agreement or quotation.

8. Client Delays

Delays caused by missing content, unavailable credentials, delayed approvals, third-party access, internal Client decisions or other Client-side dependencies may extend the project timeline.

Such delays do not automatically create a right to a refund where NIRRVIAN remains ready and able to continue the agreed work.

The parties may agree to pause or reschedule a project where appropriate.

9. NIRRVIAN-Initiated Cancellation or Inability to Deliver

If NIRRVIAN decides that it cannot reasonably complete a project, the parties will discuss the status of the work and any amounts paid in relation to undelivered work.

Where NIRRVIAN terminates a project without a Client breach and the agreed services cannot reasonably be completed, NIRRVIAN will determine the applicable refund or credit based on the work completed, amounts due, third-party costs and the applicable project agreement.

10. Defective, Deficient or Materially Non-Conforming Work

If the Client believes that delivered work materially fails to conform to the agreed written scope, the Client should notify NIRRVIAN promptly and provide reasonable details of the issue.

Where appropriate, NIRRVIAN will first have a reasonable opportunity to correct defects or deficiencies that fall within the agreed scope.

Nothing in this policy is intended to remove or restrict a refund, remedy or other right that cannot lawfully be excluded under applicable Indian law.

11. No Refund Solely for Change of Preference

A Client's decision to change its business strategy, preferred design direction, technology preference or project priorities after work has commenced does not automatically create an entitlement to a full refund.

Where the Client requests a materially different direction, the parties may instead agree on a revised scope or change order.

12. Refund Assessment

When a refund is potentially due, NIRRVIAN will review the applicable project records, including:

• the quotation or SOW;
• payment records;
• completed milestones;
• approved deliverables;
• work already performed;
• third-party expenses; and
• the circumstances leading to cancellation.

No mathematical refund formula is automatically incorporated into every NIRRVIAN project. Where a specific refund formula has been agreed in writing, that formula will be considered together with applicable law.

13. How to Request a Cancellation or Refund

Requests should be submitted in writing to:

Please include your name, project or invoice reference, cancellation request and any relevant explanation or supporting information.

14. Review and Processing

NIRRVIAN will review a properly submitted request within a reasonable business period and communicate the decision or request for additional information.

Where a refund is approved, it will normally be returned using the original payment method or another mutually agreed method, subject to payment-provider procedures and applicable law.

The processing time may vary depending on the payment method, banking system and third-party payment provider.

15. Chargebacks and Payment Disputes

Clients are encouraged to contact NIRRVIAN first regarding billing or refund concerns so that the matter can be reviewed and resolved where possible.

Nothing in this policy prevents a customer from using a statutory consumer remedy, payment-provider dispute mechanism or other lawful remedy available to them.

16. Statutory Rights

This policy does not limit or exclude rights or remedies that cannot legally be waived, including applicable consumer protection rights relating to deficient services, misleading representations, unfair trade practices or other matters recognised under applicable law.

Where a statutory right conflicts with a provision of this policy, the applicable statutory requirement will prevail to the extent of the conflict.

17. Updates to This Policy

NIRRVIAN may update this policy as its services, commercial practices or applicable legal requirements change.

The current version will be published on this page together with the latest update date. Project-specific cancellation or refund terms agreed in writing may continue to apply to that project.