Refund and Cancellation Policy

Last Updated: January 15, 2025

At Imided Digital Pvt. Ltd., we are committed to delivering high-quality AI automation and chatbot development services. This Refund and Cancellation Policy outlines the terms and conditions for refunds, cancellations, and modifications to our services.

1. Service Categories

Our refund and cancellation policy varies based on the type of service you purchase:

Custom Development Services

These include custom AI chatbot development, sales automation systems, and tailored AI integration projects with specific requirements and deliverables.

Subscription Services

These include monthly or annual subscription plans for ongoing chatbot hosting, maintenance, and support.

Consultation Services

These include one-time consultation sessions, audits, strategy development, and advisory services.

2. Custom Development Services

Cancellation Before Project Commencement

If you decide to cancel a custom development project before work has begun:

  • You may cancel within 7 days of signing the contract for a full refund of any payments made
  • After 7 days but before project commencement, cancellation will result in a refund minus a 15% administrative fee
  • No refund of the initial deposit (typically 30-50% of the project cost) once the project has commenced

Cancellation After Project Commencement

Once work on your custom development project has begun:

  • You may request cancellation at any time, but refunds will be prorated based on work completed
  • You will be invoiced for all work completed up to the cancellation date, including design, development, and project management hours
  • Any third-party costs incurred (e.g., API subscriptions, hosting setup, software licenses) are non-refundable
  • Partially completed work may be delivered to you at our discretion, though functionality is not guaranteed

Project Milestones and Payment Terms

Most custom development projects are structured with milestone-based payments:

  • Initial deposit: 30-50% (non-refundable once project begins)
  • Mid-project payment: 25-35% (due upon completion of specific milestones)
  • Final payment: 20-40% (due upon project completion and delivery)

Each milestone payment becomes non-refundable once that phase is completed and delivered.

3. Subscription Services

Monthly Subscriptions

  • Monthly subscriptions can be cancelled at any time
  • Cancellations must be made at least 3 business days before the next billing date
  • No refunds are provided for partial months of service
  • Services will remain active until the end of the current billing period
  • All data and configurations will be retained for 30 days after cancellation, after which they may be permanently deleted

Annual Subscriptions

  • Annual subscriptions can be cancelled with 30 days written notice
  • Refunds for annual subscriptions are calculated on a pro-rata basis for the remaining months, minus a 20% administrative fee
  • No refunds are provided after 9 months of an annual subscription
  • Promotional discounts applied to annual subscriptions are forfeited upon early cancellation

Trial Periods

  • If a free trial is offered, you may cancel at any time during the trial period without charge
  • If you do not cancel before the trial ends, you will be automatically enrolled in a paid subscription
  • You can request a full refund within 7 days of being charged if the service does not meet your expectations

4. Consultation Services

One-Time Consultations

  • Consultation fees are non-refundable once the session has been scheduled
  • Rescheduling is allowed with at least 48 hours notice
  • Cancellations with less than 48 hours notice will forfeit the full consultation fee
  • If we need to cancel or reschedule, you will receive a full refund or credit towards a future session

Consultation Packages

  • Multi-session consultation packages can be cancelled with a refund for unused sessions, minus a 10% administrative fee
  • Package refunds are only available within 90 days of purchase
  • Individual sessions within a package cannot be refunded once they have occurred

5. Refund Request Process

To request a refund or cancellation:

  1. Submit a Written Request: Email your refund request to [email protected] with your account information and reason for the request
  2. Review Period: We will review your request within 5-7 business days
  3. Documentation: You may be asked to provide additional documentation or information to support your request
  4. Decision Notification: You will receive a written response with our decision and, if approved, details about the refund amount and processing timeline
  5. Refund Processing: Approved refunds are processed within 10-14 business days to the original payment method

6. Non-Refundable Items and Services

The following items and services are non-refundable under all circumstances:

  • Setup fees and onboarding costs
  • Third-party software licenses and API subscriptions purchased on your behalf
  • Custom training sessions that have been completed
  • Domain name registrations and SSL certificates
  • Data migration and integration services once completed
  • Customization work that has been delivered and accepted
  • Payments for work performed by subcontractors or third-party vendors

7. Service Modifications and Downgrades

Plan Upgrades

  • You may upgrade your subscription plan at any time
  • Upgrades take effect immediately
  • You will be charged the prorated difference for the remainder of the current billing period

Plan Downgrades

  • Plan downgrades take effect at the start of the next billing period
  • No refunds are provided for the difference between your current plan and the downgraded plan
  • Features and capacity limits will be adjusted according to the new plan
  • You may lose access to certain features or data that exceed the limits of the downgraded plan

8. Satisfaction Guarantee

We stand behind the quality of our work. For new custom development projects:

  • If you are not satisfied with the initial deliverables at the first milestone, you may request revisions at no additional cost
  • We will work with you to address concerns and make reasonable adjustments to meet the agreed-upon specifications
  • If we cannot resolve the issues after good-faith efforts, you may terminate the project and receive a refund of payments beyond the initial deposit

This guarantee does not apply if:

  • The project requirements were not clearly communicated or documented
  • You request changes beyond the original scope of work
  • Technical limitations or third-party constraints prevent implementation
  • You fail to provide necessary access, information, or timely feedback

9. Force Majeure and Service Interruptions

In the event of service interruptions due to circumstances beyond our control (e.g., natural disasters, cyber attacks, infrastructure failures):

  • We will make reasonable efforts to restore service as quickly as possible
  • Subscription fees may be prorated for extended outages (more than 48 hours)
  • No refunds are provided for brief service interruptions or scheduled maintenance
  • We are not liable for indirect damages or losses resulting from service interruptions

10. Disputed Charges

If you believe you have been incorrectly charged:

  • Contact our billing department within 30 days of the charge
  • Provide documentation supporting your claim
  • We will investigate and respond within 10 business days
  • If the dispute is resolved in your favor, we will issue a refund or credit within 14 days

11. Refund Processing Time

Once a refund is approved:

  • Refunds to credit cards are processed within 5-10 business days
  • Refunds to bank accounts may take 7-14 business days
  • International refunds may take up to 21 business days
  • You will receive a confirmation email once the refund has been processed

12. Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy. However, changes will not affect services already purchased under the previous policy terms.

13. Contact Information

For questions about this Refund and Cancellation Policy or to initiate a refund request, please contact us:

Imided Digital Pvt. Ltd.
Billing Department
91 Springboard, 175 & 176 Bannerghatta Main Rd
BTM 2nd Stage, Bengaluru, Karnataka 560076, India
Email: [email protected]
Phone: +91 98765 43210

14. Governing Law

This Refund and Cancellation Policy is governed by the laws of India. Any disputes arising from this policy will be subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka, India.