Refund & Cancellation Policy

An engagement is a fixed scope at a published fee, so refunds follow clear rules rather than negotiation. Two principles apply throughout.

• You pay for work done. Nothing has been earned before work is assigned, so cancelling at that point returns the full amount. Once work has started, you pay for what has been done and the rest is refunded.
• Failure to deliver is our cost. If the deliverables do not match the engagement page, or a stated date passes without advance warning from us, the full fee is refunded.

Refunds do not cover business outcomes. We stand behind the deliverables, the standard of work and the dates we commit to; we do not guarantee revenue, adoption, funding or performance figures.

This policy is published in line with the Consumer Protection (E-Commerce) Rules, 2020. Nothing in it limits your statutory rights as a consumer under the laws of India.

Full refund, no deduction, no reason required. Kickoff is when work is assigned and begins, which happens only after we hold your payment, your completed project brief and the access the engagement page asks for.

• Write from the email address on the order, quoting the order number, or reply to your order confirmation.
• A cancellation takes effect once we confirm it in writing. If you have not received confirmation, treat the order as active and contact us again.
• An order that was never paid expires after 7 days; you do not need to do anything.
• If you chose the wrong engagement, we are happy to switch it instead.

We will also cancel and refund in full ourselves if the engagement would not meet your needs, if we cannot staff it within the stated timeline, or if a listing error is found before work begins.

Once work has started, the refund depends on how far the engagement had progressed when you asked to stop. Percentages apply to the amount actually paid for that engagement, including GST.

Whatever has been built when you stop is handed over to you in its current state, documented as far as it goes. We do not withhold partial work during a refund discussion.

If a monthly managed-support engagement is cancelled mid-month, the refund is calculated on the days not yet served, rounded in your favour.

Short advisory engagements — such as an architecture call or a written code or cost review — are non-refundable once delivered, because their value is the expert time and written advice provided.

• Cancel or reschedule more than 24 hours before a booked call for a full refund or a new slot, as you prefer.
• Cancelling within 24 hours, or not attending, means the session is treated as delivered.
• If we miss or reschedule the session, you can choose a new slot or a full refund.
• A written review is delivered when the document reaches you; until then it is fully refundable.

If the advice we gave was clearly wrong, tell us and we will correct it at no charge. If we conclude before a session that it cannot usefully answer your question, we will tell you and refund it.

Any one of the following entitles you to a full refund of the engagement fee:

• a deliverable listed on the engagement page was never handed over, and no written variation was agreed;
• a stated delivery date passed with nothing handed over and without advance warning from us;
• what was handed over does not materially do what the engagement page described, and we could not correct it;
• the work cannot be used because we did not provide the handover notes or access needed to run it;
• we stopped work partway and cannot resume within a reasonable time;
• you were charged for an engagement we then declined, or for an order that was never confirmed.

Non-delivery does not include delays caused on your side, outages or policy changes at a third-party provider, or a deliverable that works as described but differs from what you had in mind. The first two pause the timeline; the third is a scope discussion covered in section 7.

Where a deliverable is present but not right, a fix is usually faster than a refund and a new purchase.

• If the engagement page includes a revision round, use it first, within the window stated there, and send your requests as one consolidated list.
• A revision refines what was delivered against the agreed scope. Changing the brief is a change request, quoted separately.
• If the work cannot be brought in line with the engagement page, we refund in full under section 5.

Separately, a material defect in our work reported within 15 days of handover is corrected at no charge under the defect remedy in our Terms of Service.

• The deliverables were provided as described, but the commercial or technical outcome was not what you hoped.
• Adoption, revenue, latency, uptime or ranking did not improve as much as you wanted.
• A third-party platform changed, deprecated, throttled or suspended something after handover.
• The delay was caused by access, environments, approvals, test data or feedback we were waiting for from you.
• You changed direction, re-platformed, restructured or paused the project after work began.
• The work was modified by your team or another supplier after handover and then stopped working.
• The claim is made more than 15 days after handover, unless it concerns a payment error.
• Third-party costs you agreed to have already been incurred, such as cloud usage, licences, subscriptions or paid quotas. These were never part of our fee.
• Work was stopped because the acceptable use clause in our Terms of Service was breached.

• Refunds are made to the original payment method only — the same UPI handle or card, in Indian Rupees. We cannot redirect a refund to another account.
• The refund includes the GST you paid, and a credit note is issued against the original invoice.
• We send you the refund reference as soon as the refund is initiated.
• If the money has not arrived 7 working days after initiation, send us the reference and we will follow up with the payment gateway.
• No processing fee is deducted from refunds.

1. Write from the email address on the order to care@techluminate.com.
2. Quote your order number (for example TL260917ABCDE) and briefly describe the problem.
3. Include any supporting material: the deliverable, a screenshot, a pull request, the email thread or the missed date.
4. Tell us what you would like: a fix, a revision, a switch to a different engagement, or a refund.

You can also use the contact form or, if you have an account, start from the order in your dashboard, which already shows the order number and payment reference.

A named person handles your request from acknowledgement onwards, so you will not need to explain it twice.

• Failed payment: no order is confirmed and nothing should be debited. If your bank placed a temporary hold, it is normally released within 5 to 7 working days.
• Debited but the order still shows unpaid: after 48 hours, send us the order number and UPI reference. We will reconcile with the gateway and either confirm the order or refund it in full, as you prefer.
• Charged twice for the same order: the duplicate is refunded in full as soon as it is identified. If we notice it first, we will refund it and let you know.
• Paid for the wrong engagement and told us before kickoff: we will switch or refund it, as you prefer.

Please contact us about a payment problem before raising a chargeback. A chargeback freezes the order and usually takes much longer to resolve.

Each engagement in an order is assessed on its own stage. Cancelling one does not affect the others.

• Where a discount applied across the whole order, it is apportioned proportionally before the refund is calculated.
• Where you bought several units of the same engagement, a unit that has not started is refunded in full even if another is in progress.
• Credit notes are issued per engagement, matching the tax invoice.

Please escalate it. Write to our Grievance Officer at grievance@techluminate.com. You will receive an acknowledgement within 48 hours and a substantive response within 15 days, in line with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Rules, 2021.

If our final response does not resolve the matter, the Grievance Redressal page lists the external bodies you can approach, including the National Consumer Helpline and the consumer commission with jurisdiction over your location.