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Refund & Cancellation Policy

How cancellations, advances and refunds work for OrbitNexa's consulting and software development engagements.

Last updated June 12, 2026

1. Overview

This policy applies to all services provided by OrbitNexa Technologies Private Limited — custom software development, AI and automation solutions, web and mobile development, cloud and DevOps, data engineering, and IT consulting. It forms part of our Terms of Service.

Because our work is professional services delivered against agreed scopes and milestones — not off-the-shelf goods — refunds are tied to work performed. Where a signed Statement of Work (SOW) specifies different cancellation or refund terms for a particular engagement, the SOW prevails over this policy.

2. Advances & Deposits

Most engagements begin with an advance payment or deposit as specified in the SOW or invoice. Advances reserve team capacity and fund project initiation (discovery, environment setup, design work).

  • If the project is cancelled before any work has started, the advance is refundable less a processing charge of 10% of the advance amount.
  • If work has started, the advance is adjusted against work performed up to the cancellation date (see Section 3); any unconsumed balance is refunded.

3. Cancellation by the Client

You may cancel an engagement at any time by written notice to your project contact or to hello@orbitnexa.com. On cancellation:

  • Completed milestones are billable in full and are not refundable.
  • The milestone in progress is billed proportionally to the work completed, based on documented effort up to the date written notice is received.
  • Future, unstarted milestones are not charged; any amounts already paid towards them are refunded.
  • On settlement of the final invoice, all Deliverables for paid work are handed over per the IP terms in our Terms of Service.

For retainer or time-and-materials engagements, either party may end the engagement with the notice period stated in the SOW (30 days unless agreed otherwise); time worked up to the end date is billable.

4. Cancellation by OrbitNexa

If we are unable to deliver an engagement — for example due to capacity constraints or events beyond our control — we will give you written notice and refund all amounts paid for work not yet performed, in full, including the unconsumed portion of any advance. Completed and accepted work remains billable.

If an engagement is suspended due to non-payment or a breach of our Terms by the Client, amounts already paid for work performed are not refundable.

5. Non-Refundable Items

The following are not refundable in any circumstance:

  • Fees for milestones that have been completed and accepted, or deemed accepted under the SOW.
  • Third-party costs incurred on your behalf — software licences, cloud infrastructure, domain names, app store fees, paid APIs — once purchased.
  • Discovery, audit, or consulting workshops that have already been delivered.
  • Taxes already remitted to authorities (these follow the applicable tax rules, including credit notes where permitted).

6. How Refunds Are Processed

  • Refund requests are acknowledged within 7 business days of receipt.
  • Approved refunds are issued within 14 business days of approval, to the original payment method wherever possible (bank transfer to the paying account otherwise).
  • Refunds are made in the currency of the original invoice. Bank charges or exchange-rate differences on international transfers are borne by the recipient.
  • A credit note or revised invoice is issued for every refund, in line with GST requirements.

7. Raising a Dispute

If you believe a charge or refund decision is incorrect, write to hello@orbitnexa.com with the invoice number and the basis of the dispute within 30 days of the invoice date. We will review and respond within 7 business days. Unresolved disputes are governed by the dispute-resolution and jurisdiction terms of our Terms of Service.

8. Contact