Refund and Cancellation Policy

This policy applies to website enquiries, consultations, software services, CMS work, automation work, product implementation, support, retainers, and other paid engagements unless a signed agreement, proposal, invoice, subscription order, or applicable law says otherwise.

Because most work is service-based and milestone-based, refund eligibility depends on the agreed scope, work completed, approvals, costs incurred, and third-party commitments made for the engagement.

Deposits, retainers, milestone fees, and implementation fees are applied toward planning, allocation, design, development, review, project management, infrastructure setup, vendor coordination, and delivery work.

If a refund is approved, it will normally apply only to the clearly unstarted and undelivered portion after deducting completed work, work in progress, approved deliverables, administrative effort, taxes where applicable, payment gateway charges, and non-recoverable third-party costs.

Discovery sessions, consultations, audits, workshops, documentation reviews, emergency support, and advisory work are generally non-refundable once scheduled work has started or the service has been delivered.

If we cancel a paid session before delivery and cannot reasonably reschedule it, we will either provide an alternate date or refund the relevant fee.

Cancellation, pause, or scope change requests must be sent in writing to the project contact or to contact@illumeai.in. The effective date is the date we confirm receipt unless the agreement states a different process.

On cancellation, the client remains responsible for accepted deliverables, completed work, committed work in progress, third-party costs, and unpaid invoices up to the effective cancellation date.

If a paid subscription, licence, hosted product, or managed service is purchased, cancellation will stop future billing according to the applicable order or product terms. Fees already paid for an active billing period are not refundable unless the order terms, signed agreement, or applicable law requires it.

Access to delivered digital assets, provisioned infrastructure, app store accounts, hosting environments, or third-party tools may depend on payment status, provider terms, security obligations, and handover conditions.

Fees paid to third parties, including domains, hosting, cloud credits, software licences, themes, plugins, app stores, marketplace fees, payment gateway charges, SMS or email credits, analytics tools, and other pass-through costs, are refundable only if the relevant provider refunds them to us.

Send refund or cancellation requests to contact@illumeai.in with your name, organisation, invoice or proposal reference, payment date, reason for the request, and any supporting details. Requests should be made as soon as possible and preferably within 7 calendar days of the issue or payment being disputed.

Approved refunds are usually processed within 10 business days after confirmation, excluding delays caused by banks, payment gateways, taxes, compliance review, or missing account information.

Nothing in this policy limits any mandatory right you may have under applicable law. Signed commercial agreements and statutory obligations will prevail over conflicting website policy language.