Refund & Cancellation Policy

This Refund & Cancellation Policy delineates the commercial principles and procedures governing refunds, contract terminations, advance payments, and milestone settlements for services rendered by QUBENIX AI PRIVATE LIMITED (“Qubenix”, “Company”, “we”, “us”, or “our”).

This policy establishes our overarching institutional baseline for contract cancellations and refund assessments. Where a bilaterally executed Master Services Agreement (MSA), Statement of Work (SOW), or Service Level Agreement (SLA) establishes specific payment milestones, retention schedules, or termination covenants, the provisions of that executed project-specific agreement shall prevail regarding that project.

Our professional services encompass specialized engineering disciplines tailored to unique enterprise operational environments:

• Custom Software Engineering: Bespoke web applications, mobile platforms, enterprise cloud architectures, and database systems.
• Applied AI & Autonomous Agents: Custom machine learning pipelines, LLM-based autonomous agent workflows, tool-calling systems, and retrieval-augmented generation (RAG) engines.
• Voice AI & Telephony Automation: Custom conversational voice agents, SIP telephony pipelines, and automated inbound/outbound communication infrastructure.
• Enterprise Systems Integration: Custom middleware, bi-directional database synchronization, and ERP/CRM automation pipelines.
• Technical Advisory & Architecture Consulting: Feasibility audits, AI readiness assessments, sprint planning, and architectural reviews.

Because these services involve dedicated technical resource allocation, engineering labor, and custom code generation, refund eligibility is assessed primarily on the basis of work performed, milestone deliverables completed, and documented resource mobilization.

To ensure fairness, auditability, and transparent processing, all refund inquiries or requests must be submitted through formal written channels:

1. Written Submission: The client's authorized commercial representative must transmit a written request via email to info@qubenix.in with the subject line “Commercial Refund Request – [Project Reference / Agreement ID]”.
2. Required Documentation: The request must state:
   • The governing Statement of Work (SOW) or invoice reference number.
   • The specific milestone or service phase under evaluation.
   • The factual basis and contractual rationale for the requested refund (e.g., agreed pre-mobilization cancellation, verified deliverable non-conformity, or mutual scope reduction).
   • Relevant correspondence, sprint logs, or acceptance documentation.
3. Internal Review: Our project management and commercial finance departments will evaluate the request against sprint logs, code repositories, and signed milestone sign-offs.

A client may initiate cancellation of an ongoing consulting engagement or software development project by issuing a formal written Notice of Termination to Qubenix at info@qubenix.in in accordance with the notice period stipulated in the governing agreement (or fifteen (15) calendar days if unspecified in the contract).

Upon receipt of a valid Notice of Termination:

• Qubenix will immediately cease all further billable engineering work, cloud environment provisioning, and sprint execution related to the cancelled project.
• Qubenix will compile an itemized final accounting statement documenting work completed, technical deliverables created, third-party expenses committed, and unspent balances.
• Deliverables, code repositories, and documentation created up to the effective termination date for which payment has been received will be transferred to the client in accordance with the governing agreement.

In enterprise development, advance payments (mobilization deposits) are utilized to secure dedicated engineering personnel, establish cloud sandbox architectures, purchase project-specific API quotas, and formulate detailed technical roadmaps.

Software engineering and AI system design constitute specialized knowledge services. Consequently:

• Engineering hours, architectural design work, database schema construction, code development, and technical consultations that have been performed and delivered in accordance with agreed specifications are non-refundable.
• Qubenix maintains detailed sprint logs, task tracking boards, and repository commit histories to ensure that all billed labor is verifiable, transparent, and accurate.
• Clients are liable only for legitimate work executed up to the verified date of cancellation notice, together with any non-cancelable third-party commitments incurred with the client's prior authorization.

Enterprise engineering engagements are structured around clearly defined milestones set forth in the Statement of Work (for example: Discovery & Architecture, Alpha Prototype, Core Feature Sprints, User Acceptance Testing, and Production Deployment).

Milestone refund standards include:

• Accepted Milestones: Once a milestone deliverable is reviewed, tested, and formally approved (or deemed accepted per the contractual UAT review window), the fee allocated to that milestone is non-refundable.
• Non-Conforming Deliverables & Remedy Period: If a deliverable fails to conform to the agreed functional specifications in the SOW, the client must furnish specific, written defect notices. Qubenix will exercise commercially reasonable efforts to correct and cure the non-conformity at no additional cost within an agreed remedy window.
• Uncured Defects: If Qubenix is unable to cure a verifiable, material defect after reasonable opportunity, the parties will mutually agree upon an equitable fee reduction or refund of the specific unaccepted milestone fee.

During the lifecycle of a technology project, clients frequently request alterations, architectural adjustments, or supplementary features outside the initial SOW baseline.

• All out-of-scope work must be authorized through a written Change Order or electronic task sign-off establishing modified milestones, schedule adjustments, and commercial fees.
• Refund eligibility for additional work is governed strictly by the terms established in the applicable Change Order.
• Once additional engineering work has been initiated upon client instructions, fees incurred for that work are non-refundable.

In the event Qubenix provides access to standalone digital deliverables, downloadable source code packages, architectural blueprints, or training materials under a commercial agreement:

• Irrevocable Digital Delivery: Because digital assets, downloadable source libraries, and architectural documentation cannot be re-possessed once transmitted or downloaded, digital products are generally non-refundable once delivered, unless the file is corrupted, inaccessible, or demonstrably fails to match technical specifications.
• Verification of Technical Defects: In the event a digital deliverable is defective, Qubenix will provide an updated, corrected release or replacement file upon verification of the defect.

For ongoing technical maintenance retainers, continuous AI monitoring agreements, or recurring support contracts:

• Cancellation Prior to Renewal: Clients may terminate recurring retainers or maintenance subscriptions by delivering written notice at least thirty (30) days prior to the commencement of the subsequent billing cycle.
• No Penalty for Future Cycles: Following timely cancellation, no further billing cycles will be invoiced.
• Current Cycle Fees: Fees for the active monthly or quarterly billing cycle during which cancellation is requested are non-refundable, and Qubenix will continue providing support and maintenance through the conclusion of that paid cycle.

Where an eligible refund is mutually agreed upon or contractually determined:

• Remittance Method: Refunds are disbursed through the original mode of payment (e.g., direct corporate bank transfer via NEFT/RTGS, corporate wire, or commercial payment gateway settlement), unless another banking route is mutually agreed in writing for cross-border transactions.
• Tax Reconciliation: Applicable Goods and Services Tax (GST) will be reconciled through statutory credit notes issued by QUBENIX AI PRIVATE LIMITED in compliance with Indian GST regulations.
• Disbursement Timeline: Following formal written approval and execution of a mutual reconciliation statement, approved refunds will be initiated within fourteen (14) business days. Actual bank credit timing depends upon inter-bank settlement schedules and banking holidays.

Notwithstanding any other provision of this policy, Qubenix is not obligated to provide refunds or fee reductions where:

• Client-Side Delays: A project milestone is delayed due to the client's failure to furnish necessary API credentials, third-party access, requirements, or timely feedback.
• Third-Party Upstream Dependencies: System performance variances or downtime are caused by external cloud infrastructure hosts (AWS, GCP, Azure), third-party AI model providers (OpenAI, Anthropic), or unannounced vendor API deprecations.
• Unilateral Scope Abandonment: The client unilaterally suspends or abandons communication for more than sixty (60) days without contractual notice.
• Breach of Agreement: The agreement is terminated by Qubenix due to the client's material breach of intellectual property, confidentiality, or non-solicitation covenants.

QUBENIX AI PRIVATE LIMITED conducts its commercial operations in full compliance with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.

In the event of any disagreement, dispute, or contestation regarding invoice billing, refund eligibility, or cancellation accounting:

1. Amicable Negotiation: The commercial representatives of both parties shall meet and confer in good faith within fifteen (15) business days of written notice to achieve an equitable commercial resolution.
2. Binding Arbitration: If unresolved amicably within thirty (30) business days, the dispute shall be finally determined by binding arbitration administered under the Arbitration and Conciliation Act, 1996, before a sole arbitrator seated in Bhubaneswar, Odisha, India, with proceedings conducted in English.
3. Supervisory Jurisdiction: Subject to arbitration, the competent courts in the State of Odisha, India, maintain exclusive supervisory jurisdiction.

For formal cancellation notices, billing inquiries, or refund assessments, please contact our commercial administration department:

Please review our companion Privacy Policy, Terms & Conditions, Cookie Policy, and Data Protection & Requests for the complete legal architecture governing our digital presence.