Refund Policy

This Refund Policy applies to all payments made to BetaZen Infotech Private Limited for services and digital products, including custom web and software development (including WordPress), mobile app development, AI/ML solutions, cloud and DevOps engineering, UI/UX design, digital marketing, WhatsApp marketing, technology consulting, paid appointment bookings, subscription plans, and digital certificates. It also applies to payments processed through our checkout flow, "BetaZen Pay". All of our offerings are digital or service-based. We do not sell physical goods and there is no physical shipping or delivery involved. As a result, refunds are assessed on the basis of work performed, activation status and usage, rather than the return of any product. Where a signed proposal, statement of work, service agreement or subscription plan contains refund terms specific to your engagement, those terms apply in addition to this policy; in the event of a direct conflict, the signed agreement prevails.

For the purposes of this policy: • "Advance" means any amount paid to us before or during an engagement that has not yet been applied against completed work. • "Milestone" means a defined stage of a project as set out in the applicable proposal, statement of work or invoice. • "Work commenced" means that we have begun planning, design, development, configuration, procurement or other billable activity on a milestone. • "Third-party costs" means amounts paid or committed by us to third parties on your behalf, including domain registration, hosting, software licenses, subscriptions, advertising spend, and payment gateway charges. • "Digital product" means a subscription plan, SaaS access, digital certificate, template, downloadable asset or similar non-tangible item. • "Activation" means the point at which a digital product or subscription is provisioned, enabled, accessed or first used.

Custom development and professional services are billed on a milestone basis in line with our Payment Policy. The standard project payment schedule is 40% as an advance to commence work, 30% at the agreed mid-project milestone, and the remaining 30% before final delivery/handover, unless a different schedule is agreed in writing. Fees for a milestone become non-refundable once work on that milestone has commenced, because the value of these services lies in the time, expertise and resources we allocate to your project. A completed or in-progress milestone cannot be refunded. If you have paid an Advance and cancel before work on the corresponding milestone has commenced, any unused portion of that Advance is refundable, minus (a) the value of work already performed up to the date of your request and (b) any third-party costs already incurred or committed on your behalf. We will provide a reasonable breakdown of amounts deducted. Applicable taxes, including GST at 18%, and late-payment interest of 1.5% per month on overdue invoices are not refundable.

For digital products and subscription plans, you may request a refund within 7 (seven) days of purchase only where the product has not been activated or used, or where it is materially faulty and we are unable to resolve the fault within a reasonable time after you report it. No refund is available once a digital product has been activated, downloaded or put to substantial use, or once a billing period for a subscription has begun to be used, because access has already been delivered to you. For recurring subscriptions, cancelling a plan stops future renewals but does not entitle you to a refund of the current billing period, which remains payable in full. Please refer to our Cancellation Policy for the steps to cancel or downgrade a subscription. Paid appointment bookings are governed by the cancellation and rescheduling terms in our Cancellation Policy; refunds for missed or late-cancelled consultations are generally not available.

The following amounts are strictly non-refundable under all circumstances, once paid: • Setup, onboarding, mobilisation and project initiation fees. • Completed milestones and any milestone on which work has commenced. • Third-party costs, including domain registrations, hosting, software licenses and subscriptions, advertising and media spend, and payment gateway or transaction fees. • Digital certificates that have been issued. • Consultation or appointment fees for sessions that have been delivered. • Discounts, credits, promotional amounts and applicable taxes such as GST. These items represent value already delivered or costs already committed to external providers, and cannot be reversed by us.

A refund request will be considered only where all of the following conditions are met: • The request is made within the applicable window described in this policy (for example, 7 (seven) days for eligible digital products). • The relevant amount does not fall within the strictly non-refundable items listed above. • Your account is in good standing and all undisputed invoices due to us have been paid. • Where a fault is claimed, you have reported it to us and given us a reasonable opportunity to investigate and remedy it before requesting a refund. • The request is genuine and not based on a change of mind after work has commenced or a product has been activated or substantially used. Meeting these conditions does not by itself guarantee a refund; each request is assessed on its individual facts against this policy.

To request a refund, email us at info@betazeninfotech.com within the applicable window, quoting your order or invoice reference and the name and email associated with the purchase. Please include the following so that we can assess your request promptly: • The service or product concerned and the date of purchase. • The reason for your request, with supporting details or evidence where a fault is claimed. • Any relevant screenshots, error messages or correspondence. We will acknowledge your request and may ask for further information. We aim to complete our assessment within a reasonable time and will confirm our decision, including any amount to be refunded and any deductions applied, in writing.

Approved refunds are made in the original currency of the transaction, primarily INR (Indian Rupees), or USD for eligible international clients, using the original payment method through the relevant payment gateway. We are unable to refund to a different card, account or instrument. Once a refund is approved, we will initiate it within 7 to 10 business days. The time taken for the funds to reflect in your account thereafter depends on your bank, card issuer or payment provider and is outside our control. Any non-refundable third-party costs and payment gateway or transaction fees may be deducted from the amount refunded. Refunds do not include interest.

Where only part of an engagement or purchase is eligible for a refund, we will issue a partial refund. This typically arises where an Advance has been partly consumed, where some milestones are complete and others have not commenced, or where third-party costs have been incurred on your behalf. In calculating a partial refund, we will deduct (a) the value of services already performed, (b) setup, onboarding and other non-refundable fees, (c) third-party costs already incurred or committed, and (d) applicable taxes such as GST that have been remitted. We will provide a reasonable breakdown of how a partial refund has been calculated so that the deductions are transparent to you.

If you believe a charge is incorrect, please contact us first at info@betazeninfotech.com so that we can review and, where appropriate, resolve the matter directly. Most billing questions can be settled quickly without the need for a formal dispute. Raising a chargeback or payment dispute with your bank or card issuer without first contacting us, in respect of services duly delivered or amounts properly due, may be treated as a breach of your agreement with us. We reserve the right to contest such chargebacks by providing the payment gateway with records of the transaction and the work delivered, and to suspend services pending resolution. We do not store full card numbers or CVV data; card, UPI, netbanking and wallet details are handled by our third-party, PCI-DSS-compliant payment gateways.

This Refund Policy is governed by and construed in accordance with the laws of India. If a dispute arises in relation to a refund and cannot be resolved amicably through discussion, it shall be referred to and finally resolved by arbitration under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Kolkata, West Bengal, and the arbitration shall be conducted in English by a sole arbitrator appointed in accordance with that Act. Subject to the arbitration provisions above, the courts at Kolkata, West Bengal, India shall have exclusive jurisdiction over any matter arising out of or in connection with this policy.

This Refund Policy should be read together with our other policies, which govern related matters: • The Payment Policy sets out our billing schedule, invoicing, taxes and late-payment terms, including the 40% as an advance to commence work, 30% at the agreed mid-project milestone, and the remaining 30% before final delivery/handover project schedule and 1.5% per month interest on overdue amounts. • The Cancellation Policy explains how to cancel or reschedule engagements, subscriptions and appointments, and how cancellation interacts with refund eligibility. • The Service Agreement Policy, SLA & Support Policy, Privacy Policy, Cookie Policy, Acceptable Use Policy and Disclaimer govern other aspects of your relationship with us. Where any of these policies address a point covered here, they are intended to be read consistently. If there is a genuine conflict, the terms of a signed proposal or service agreement for your specific engagement take precedence.

We may update this Refund Policy from time to time to reflect changes in our services, business practices or applicable law. Any revised version will be published on betazeninfotech.com and takes effect from the date it is posted. The policy in force at the time of your purchase governs that purchase. We encourage you to review this page before making a payment so that you are aware of the terms that apply to your transaction.

If you have any questions about this Refund Policy, or wish to make a refund request or raise a grievance, please contact us using the details below: • Email: info@betazeninfotech.com • Alternate email: connect@betazeninfotech.com • Phone / WhatsApp: +91 78900 00199 • Registered office: 1/A, 603, 6th Floor, Saltee Plaza 1, Khudiram Bose Sarani, near ILS Hospital, K.B. Sarani, Arjunpur, Kaikhali, Kolkata, West Bengal 700028 When contacting us, please quote your order or invoice reference so that we can assist you efficiently. We will make reasonable efforts to acknowledge and address your query in a timely manner.