Refund & Cancellation Policy
Effective Date: October 2026 · Official Brand: Zelvori (https://zelvori.software) · Contact: hello@zelvori.software
01. Scope of this Policy
This policy governs cancellations and refunds for custom software development, web engineering, mobile applications, and technical consulting services delivered by Zelvori.
Because custom software involves dedicated engineering capacity and sprint reservations, refund determinations depend on the specific project phase and work completed at the time of cancellation.
02. Advance Payments & Project Deposits
In accordance with our live advance payment workflow (/payments/), project advances are collected via customer-specific Razorpay Payment Links after quotation approval.
A. Cancellation Prior to Project Kick-Off
If a client requests cancellation in writing prior to the project kick-off date and before any architecture discovery, wireframing, or engineering sprints have commenced, the advance deposit will be refunded in full, minus non-recoverable payment gateway processing fees (typically 2–3% imposed by payment processors).
B. Cancellation During Discovery & Blueprinting (Phase 01)
If cancellation is requested while architecture discovery, data modeling, or UI wireframing is in progress, the refund will be calculated by deducting the verified hours and technical deliverables already completed at our agreed consulting rate. Any unexpended portion of the advance will be promptly returned.
03. Milestone Payments & Accepted Deliverables
Our projects operate on structured phased milestones (e.g. Phase 01 Architecture, Phase 02 Core MVP, Phase 03 Hardening, Phase 04 Production Release):
- Accepted Milestones: Once a sprint milestone has been demonstrated in staging, reviewed by the client, and formally signed off (or source code handed over), payments allocated to that milestone are non-refundable.
- In-Flight Milestones: If work is cancelled mid-sprint, Zelvori will invoice only for completed work items and unreleased code up to the date of cancellation. Any remaining balance paid in advance for unstarted milestones will be refunded.
- Third-Party Pass-Through Expenses: Non-cancellable third-party expenses pre-approved by the client (such as domain registrations, dedicated cloud hosting reservations, SSL certificates, or specialized third-party API licenses) are strictly non-refundable once purchased.
04. Defect Remediation vs. Refunds
If a client identifies verifiable defects, errors, or discrepancies between delivered software and agreed SOW acceptance criteria during User Acceptance Testing (UAT) or the post-launch warranty period:
Our primary remedy is prompt engineering remediation at no additional cost. Zelvori will debug, rectify, and re-test non-conforming features until acceptance criteria are satisfied. A refund is considered only if Zelvori is genuinely unable or unwilling to remediate verified defects within a reasonable cure period (typically 14 business days).
05. Refund Request Workflow & Timelines
To request a project cancellation or review an eligible refund:
- Submit a written cancellation notice from the client's primary authorized email to hello@zelvori.software.
- Include the Project Quotation ID, payment reference transaction ID, and explicit reason for cancellation.
- Our engineering desk will prepare a transparent reconciliation statement within 3–5 business days showing total fees received, hours and milestones completed, pass-through costs incurred, and any refundable balance.
- Upon mutual agreement on the reconciliation statement, approved refunds are initiated via our merchant dashboard (Razorpay) to the original payment source within 5–7 business days.
06. Statutory Rights & Owner Review Note
Nothing in this policy limits or excludes statutory consumer rights under applicable Indian commercial law that cannot be legally waived. This policy represents our operational draft and will be confirmed against project-specific client agreements.