Refund & Cancellation Policy

Consultation Payments

Free Initial Consultation

Our initial 30-minute discovery call is provided at no charge. No payment is required to speak with our team about your project requirements.

Extended / Paid Consultations

For clients who book extended paid consultation sessions (strategy workshops, technical architecture reviews, or advisory sessions), the following applies:

• Cancellation 48+ hours before the session — Full refund issued, minus any payment gateway processing fees (typically 2–3%).
• Cancellation 24–48 hours before the session — 50% refund of the consultation fee.
• Cancellation less than 24 hours before — No refund. The session fee is retained to compensate for the reserved time slot.
• No-show without notice — No refund. The full consultation fee is forfeited.
• Rescheduling — Free rescheduling is available with at least 24 hours notice, subject to availability.

Consultation Credit

If you proceed with a full project after a paid consultation, the consultation fee may be applied as a credit toward the project cost at our discretion. This will be stated in the project proposal.

Project Deposits

A deposit is required to commence work on all client projects. The deposit amount is specified in the project proposal (typically 50% of the total project cost).

What Your Deposit Covers

The deposit funds the following non-recoverable activities that begin immediately upon payment:

• Project discovery, requirements analysis, and documentation
• Technical architecture planning and technology selection
• Resource allocation and scheduling of engineering time
• Initial wireframing or design exploration
• Project management setup and onboarding
• Opportunity cost of reserved capacity for your project

Deposit Refund Conditions

• Cancellation before discovery phase begins — If you cancel within 48 hours of paying the deposit and before any project work has commenced, a full deposit refund is issued, minus payment gateway fees.
• Cancellation during or after discovery — If discovery, planning, or design work has begun, the deposit is non-refundable. A detailed account of work completed will be provided upon request.

Refund Eligibility by Project Stage

The following table summarizes refund eligibility based on project stage at the time a cancellation is requested:

Refund amounts for partially completed work are calculated based on time and resources invested, documented in our project management system, and communicated transparently to the client.

Project Cancellation Rules

How to Cancel

All cancellation requests must be submitted in writing via email to projects@auravonai.com. The effective cancellation date is the date we acknowledge receipt of your written request.

Cancellation by Client

• Written notice of cancellation must be sent to projects@auravonai.com.
• Upon cancellation, Auravon AI will prepare a detailed summary of work completed and any outstanding charges.
• All work completed up to the cancellation date will be invoiced and must be paid before deliverables or work-in-progress files are transferred to the client.
• If the outstanding amount exceeds payments already made, the client will receive an invoice for the difference, payable within 14 days.
• If the outstanding amount is less than payments already made, the difference will be refunded within 10–15 business days, subject to these eligibility criteria.

Cancellation by Auravon AI

If Auravon AI terminates a project due to circumstances within our control (such as inability to deliver the agreed scope), we will provide:

• A full refund of any amounts paid that exceed the value of work delivered
• All work-in-progress files and assets produced to date
• A written handover document to assist the client in continuing with another provider

If Auravon AI terminates a project due to client breach (non-payment, abusive conduct, or illegal requests), no refund will be issued.

Project Pause

Clients may request to pause an active project with written notice. Projects on pause for more than 60 calendar days without a scheduled restart date may be considered cancelled, with any applicable refunds processed accordingly. Restarting a paused project after 60 days may require re-scoping and revised pricing.

Subscription & Maintenance Plan Cancellations

Monthly Maintenance Plans

Monthly maintenance and support plans operate on a rolling monthly basis. To cancel:

• Provide written notice at least 15 days before your next billing date to cancel without being charged for the following month.
• Cancellations received less than 15 days before the billing date will be processed for the next billing cycle — no partial-month refunds are issued for maintenance plans.
• The final month of service will be delivered in full before the plan is cancelled.
• Any work committed to and started within the final month will be completed or handed over.

Annual / Long-Term Retainer Plans

For clients on annual retainer or long-term service agreements:

• Cancellation within the first 30 days of an annual plan: Prorated refund for unused months, less a 10% early cancellation fee.
• Cancellation after 30 days: Refund for unused months calculated at the monthly equivalent rate, less a 15% early cancellation fee.
• No refund is available in the final 30 days of an annual plan term.

Non-Refundable Conditions

The following are non-refundable under all circumstances:

• Completed and delivered work — Any project, phase, or deliverable that has been completed, approved, and/or deployed to production.
• Project deposits post-discovery — Once the discovery and planning phase has commenced, the initial deposit is non-refundable.
• Consultation fees (no-show) — Paid consultation sessions where the client does not attend without prior cancellation notice.
• Third-party costs — Any costs for domain names, hosting, licenses, APIs, or third-party services procured on behalf of the client are non-refundable.
• Approved design deliverables — Designs that the client has reviewed and approved in writing before proceeding to development.
• Payments due to client-caused delays — Milestone payments that became due because of client-side delays extending a project beyond its original timeline.
• Payments for non-payment terminations — Where a project is terminated due to the client failing to make scheduled payments.

How to Request a Refund

To initiate a refund or cancellation, follow these steps:

1. Send a written request — Email projects@auravonai.com with the subject line: "Refund Request — [Your Name / Company]". Include your project name, payment date, amount, and reason for the refund request.
2. Acknowledgement — We will acknowledge your request within 2 business days.
3. Review period — Our team will review the project status, work completed, and applicable policy within 5 business days.
4. Decision — We will communicate our decision in writing, including the refund amount (if applicable) and the calculation basis.
5. Processing — Approved refunds are processed within the timelines stated below.

Refund Processing Timelines

Once a refund is approved and authorized, processing times are as follows:

• Razorpay payments (UPI, Cards) — Refunds are initiated within 5 business days of approval. Funds typically appear in your account within 5–7 business days from initiation, depending on your bank.
• Net banking payments — Processing takes 7–10 business days from the date of refund initiation.
• Bank transfers (NEFT/RTGS) — Refunds are processed within 5–7 business days after approval. Please provide your bank details when requesting a bank transfer refund.
• Credit/Debit cards — Refunds are sent to the original card within 5 business days. Your bank may take an additional 5–10 business days to credit the amount to your statement.

Refunds will be made to the original payment method used. We do not issue refunds to a different payment method or bank account than the one used for the original payment without additional verification.

Disputes & Escalations

If you believe a refund has been incorrectly denied or processed, you may escalate the matter by contacting us directly at contacts@auravonai.com with the subject line "Refund Dispute — [Your Name]".

Escalated disputes are reviewed by a senior member of our management team within 5 business days. We are committed to resolving all disputes fairly and transparently.

If a dispute cannot be resolved through direct communication, you may raise a complaint with your payment provider (e.g., your bank or Razorpay). We cooperate fully with legitimate chargebacks where our refund policy would support the refund. Fraudulent chargebacks for services that have been delivered will be contested.

For disputes that escalate to formal proceedings, the process outlined in our Terms & Conditions applies.

Contact Us

For refund requests, cancellation notices, or questions about this policy, please reach out through the following channels: