Refund & Cancellation Policy

Introduction

This policy applies to payments made to Svayam Incarnation Private Limited (India, CIN U72900HR2021PTC092438) and to Svayam Incarnation Limited (United Kingdom, Companies House number 15228262) (“we”, “us”, “our”) for web development, design, digital marketing and allied professional services. Payments in India are made to the Indian company. International payments, including payments from the United Kingdom, are made to the UK company. Your invoice shows which company you paid. This policy explains when a payment can be cancelled or refunded, how to raise a request, and how long the refund takes to reach your bank account.

Nothing in this policy affects your statutory rights. If you are a consumer in the United Kingdom, you may have a legal right to cancel a service bought online within 14 days. If you asked us to start work within that period, we may deduct a fair amount for the work already done.

Cancellation

• A project or service order may be cancelled by writing to us at [email protected] (India) or [email protected] (United Kingdom and international) from the email address used at the time of purchase.
• Cancellation requested within 7 calendar days of payment and before work has commenced is eligible for a full refund.
• If work has already commenced, the amount corresponding to work completed and third‑party costs already incurred (hosting, domains, licences, paid media) will be deducted and the balance refunded.
• Recurring services such as maintenance or hosting may be cancelled before the next billing cycle; the current cycle already paid for is not refundable but the service remains active until that cycle ends.

Refund Eligibility

A refund is considered where:

• The payment was made in duplicate, or the transaction failed but the amount was debited.
• The service was not delivered within the timeline agreed in the scope of work, and the delay is attributable to us.
• The service delivered materially differs from the agreed written scope and cannot be remedied.
• A cancellation is made within the window described above.

Non‑Refundable Items

• Work already completed, delivered and accepted by the client.
• Third‑party costs paid on the client's behalf, such as domain registration, hosting, SSL, software licences, advertising spend and similar pass‑through charges.
• Custom design or development effort already performed, charged on a pro‑rata basis.
• Delays or non‑delivery caused by the client not providing content, approvals, access or feedback.
• Change of mind after final delivery and sign‑off.

How to Request a Refund

• Email [email protected] (India) or [email protected] (United Kingdom and international) with the subject line “Refund Request”, or call us at +91 88 18000 205 or +44 742511 4220.
• Include your name, registered email and phone number, the order or invoice number, the payment date and amount, and the reason for the request.
• We acknowledge every request within 2 working days and communicate our decision within 7 working days of receiving the complete information.

Refund Processing Timeline

Once a refund is approved, we initiate it with our payment gateway within 3 working days. The time taken for the amount to be credited to the customer's bank account after initiation is as follows:

• Domestic payments (India): credited to the original payment method in 5 to 7 working days.
• UPI, wallets and net banking: credited in 5 to 7 working days.
• International and UK card payments: credited in 10 to 15 working days, depending on the issuing bank and cross‑border settlement cycles.
• Failed or duplicate transactions: auto‑reversed by the bank and credited within 5 to 7 working days.

The total time from an approved request to credit in the bank account is therefore normally up to 10 working days for domestic payments in India (up to 3 working days to initiate, then 5 to 7 working days to credit), and up to 18 working days for international payments. The final leg of the credit is controlled by the customer's issuing bank, and any delay beyond these timelines is on the bank's side; we will share the gateway refund reference on request so that it can be traced.

Mode of Refund

All refunds are made in the original currency to the original payment method used for the transaction: the same card, bank account, UPI handle or wallet. We do not issue refunds in cash, to a third‑party account, or to an account different from the one used for payment. No processing fee is charged by us on a refund; applicable foreign exchange differences on international transactions are determined by the issuing bank.

Chargebacks & Disputes

We request that you contact us before raising a chargeback with your bank, as most concerns are resolved faster directly. Where a chargeback is raised, we will co‑operate fully with the acquiring bank and the payment gateway and provide the service documentation required to resolve the dispute.

Policy Updates

We may update this policy from time to time. The revised version will be published on this page and will apply to transactions made after it is published.

Contact Us

Svayam Incarnation Private Limited (India)

• Email: [email protected]
• Phone: +91 88 18000 205
• Address: Ground floor, DLF Cyber City, DLF Phase 3, Gurugram, Haryana 122002, India
• Support hours: Monday to Friday, 10:00 to 18:00 IST

Svayam Incarnation Limited (United Kingdom and international)

• Email: [email protected]
• Phone: +44 742511 4220
• Address: 124 City Road, London EC1V 2NX, United Kingdom
• Support hours: Monday to Friday, 9:00 to 17:00 UK time