Refund & Cancellation Policy

We bill projects in stages so you only pay for progress you can see. This policy explains how advances, milestone payments, cancellations and refunds work. It forms part of our Terms & Conditions.

1. How payments work

Your Proposal sets out the total fee, the advance and the milestones. In short:

• Advance: paid before work starts. It reserves our team's time and covers discovery and planning.
• Milestone payments: invoiced as each agreed stage of work is delivered.
• Monthly services (such as digital marketing or maintenance): billed in advance for each month.

2. If you cancel

Before work begins

If you cancel in writing before the project kickoff and before we have started work, we refund your advance in full, minus any non-refundable third-party costs we already paid on your behalf.

After work has begun

• The advance is non-refundable, as it covers discovery, planning and time already reserved for your project.
• Payments for milestones that have been delivered are non-refundable.
• Work completed on the milestone in progress is billed in proportion to the work done.
• Milestones that have not started are not charged. If you prepaid them, that amount is refunded.

On cancellation, we hand over the work completed and paid for up to that point.

Monthly services

You can cancel with the notice period stated in your Proposal, or 15 days before the next billing date if none is stated. Fees for the current month are non-refundable, and the service continues until the end of that month.

3. If we cancel

If we are unable to continue or complete your project for reasons on our side, we refund all payments for work that has not been delivered, and hand over the work completed so far.

4. What is never refundable

• Third-party costs paid for your project, such as domain registrations, hosting, software licences, API credits and app store fees
• Advertising spend paid to platforms such as Google or Meta
• Milestones you have approved or that have been deployed live at your request

5. Quality concerns

If a delivered milestone does not match the scope agreed in your Proposal, tell us within the review period stated there (5 business days if none is stated) and we will fix it at no extra cost. Revisions follow the limits set in the Proposal. Refunds are not given for changes in preference after a milestone has been approved.

6. How to request a refund

1. Email support@cohortix.in with your name, invoice number and the reason for your request.
2. We acknowledge your request within 2 business days and confirm the amount due under this policy.
3. Approved refunds are processed within 7 business days to the original payment method. Your bank may take a further 5 to 10 business days to credit it.

Where GST was charged on an invoice, the refund and any tax adjustment are made through a credit note as permitted under GST law.

7. Disputes

If you disagree with a refund decision, please contact us first so we can try to resolve it quickly. Unresolved disputes are handled as set out in section 18 of our Terms & Conditions.

8. Contact