Refund & Cancellation Policy

This Refund and Cancellation Policy ("Policy") governs the terms under which refunds and cancellations may be requested for products, services, subscriptions, and engagements provided by KSBM Infotech Pvt Ltd ("Company", "KSBM", "we", "us", "our"). By purchasing or subscribing to any of our Services, you acknowledge and agree to this Policy. This Policy should be read in conjunction with our Terms & Conditions.

1. GENERAL POLICY

1.1. KSBM Infotech is committed to delivering quality AI automation services and ensuring client satisfaction. However, due to the nature of technology services — which involve significant investment of time, expertise, computing resources, third-party licenses, and customization — refunds are limited and subject to the conditions outlined in this Policy.

1.2. All payments made to KSBM Infotech are generally non-refundable unless expressly stated otherwise in this Policy or in a signed Service Agreement/Project Agreement/Statement of Work.

1.3. The availability and extent of any refund shall be determined solely at the discretion of KSBM Infotech, taking into consideration the nature of the service, work completed, resources deployed, third-party costs incurred, and the circumstances of the request.

2. CUSTOM PROJECTS AND ONE-TIME SERVICES

2.1. Before Project Commencement: If a refund is requested after payment of the advance but before any work has commenced (no discovery calls, no design, no development, no configuration), KSBM may process a refund of up to 80% of the advance amount, subject to a minimum processing and administrative fee of INR 5,000 (Rupees Five Thousand) or 20% of the advance, whichever is higher. The deduction covers administrative costs, resource allocation, opportunity cost, and payment processing fees.

2.2. After Project Commencement: Once work has commenced — including but not limited to discovery sessions, requirement analysis, design creation, development, configuration, AI model training, data preparation, testing, or any other productive activity — refunds of advance payments shall NOT be provided. Payments for work completed are non-refundable regardless of whether the Client chooses to continue with the project.

2.3. Milestone-Based Projects: For projects structured with milestone-based payments, each milestone payment becomes non-refundable upon approval of the preceding milestone deliverables or upon commencement of work on the current milestone. If a Client disputes a milestone, they must raise the dispute within 3 (three) business days of delivery, failing which the milestone shall be deemed approved.

2.4. Project Abandonment by Client: If the Client abandons, pauses for more than 30 days without written agreement, or fails to provide required inputs, approvals, or cooperation, no refund shall be provided for work completed or resources allocated. KSBM reserves the right to invoice for any additional work performed beyond the paid amount.

2.5. Delays by Client: If project delays are caused by the Client's failure to provide timely inputs, approvals, content, credentials, or cooperation, KSBM shall not be liable for any resulting timeline extensions. No refund shall be provided for delays attributable to the Client. Additionally, projects delayed by more than 90 days due to Client inaction may be subject to re-estimation and additional charges.

3. SUBSCRIPTION AND SAAS SERVICES

3.1. Monthly Subscriptions: Monthly subscription payments are non-refundable. Cancellation of monthly subscriptions will take effect at the end of the current billing cycle. Services will remain accessible until the end of the paid period. No pro-rated refunds are provided for partial months.

3.2. Annual Subscriptions: Annual subscription payments are non-refundable. If a client wishes to cancel an annual subscription, it will be effective at the end of the current annual term. No pro-rated refunds are provided for remaining months in the annual period.

3.3. Subscription Upgrades: When upgrading a subscription plan, the difference in pricing will be charged immediately or pro-rated for the remaining term, as applicable. Upgrades are non-refundable.

3.4. Subscription Downgrades: Downgrades take effect at the next billing cycle. No credit or refund is provided for the difference between the current and lower-tier plan.

3.5. Free Trial Conversion: If a free trial converts to a paid subscription and the Client did not cancel before the trial expiration, the subscription payment is non-refundable. It is the Client's sole responsibility to cancel before trial expiration.

3.6. Usage-Based Services: For services billed on usage (API calls, messages sent, minutes used, etc.), charges once incurred are non-refundable, as the resources have been consumed. Over-usage charges are billed and payable immediately.

4. AI AUTOMATION SERVICES

4.1. AI Chatbot / WhatsApp Bot / Voice Bot Setup: Setup and configuration fees are non-refundable once work has begun (including but not limited to: account creation, conversation flow design, AI model configuration, integration setup, testing). These services involve significant expertise, customization, and third-party API costs.

4.2. AI Model Training: Fees paid for custom AI model training, fine-tuning, knowledge base creation, and data processing are non-refundable, as significant computational resources and expert time are invested in these processes.

4.3. Third-Party API Costs: Costs incurred for third-party APIs and services (WhatsApp Business API, OpenAI, telephony, SMS, cloud hosting, etc.) are non-refundable as these are pass-through charges from third-party providers. KSBM has no control over the refund policies of third-party providers.

4.4. WhatsApp Business API (Meta) Charges: WhatsApp conversation charges, message template fees, and business verification costs are billed by Meta and are non-refundable through KSBM. Clients must contact Meta directly for any disputes related to WhatsApp charges.

5. CONSULTATION AND STRATEGY SERVICES

5.1. Payments for consultation sessions, AI strategy sessions, audits, assessments, and advisory services are non-refundable once the session has been conducted. This includes both in-person and virtual sessions.

5.2. If a Client fails to attend a scheduled consultation without providing at least 24 hours' notice, the consultation fee shall be forfeited and is non-refundable. KSBM may, at its discretion, offer rescheduling.

5.3. Cancellation of a scheduled consultation with at least 48 hours' notice may receive a credit towards a future session, at KSBM's discretion. No cash refund shall be provided.

6. DIGITAL MARKETING AND ADVERTISING SERVICES

6.1. Advertising spend (Google Ads, Meta Ads, LinkedIn Ads, etc.) paid to advertising platforms through KSBM or directly by the Client is non-refundable through KSBM. Advertising platforms have their own refund policies.

6.2. Management fees for digital marketing campaigns are non-refundable once the campaign has been set up and/or launched. This includes strategy creation, audience setup, creative design, campaign configuration, and optimization work.

6.3. KSBM does not guarantee specific marketing results (leads, clicks, impressions, conversions, ROI) and no refund shall be provided on the basis of campaign performance.

7. REFUND PROCESS

7.1. To request a refund (where eligible), the Client must submit a written request via email to cs@ksbminfotech.com within 7 (seven) days of the payment date (unless a different period is specified for a particular service category in this Policy).

7.2. The refund request must include: Client name, project/service name, invoice number, payment date, amount paid, payment method, and a detailed reason for the refund request.

7.3. KSBM will review the request and respond within 15 (fifteen) business days. KSBM may request additional information or documentation before processing.

7.4. Refund Timeline: Approved refunds will be processed within 30-45 business days from the date of approval. Refunds will be credited to the original payment method used. Bank processing times may vary and are beyond KSBM's control.

7.5. Deductions: All refunds are subject to deduction of: (a) payment gateway processing fees (typically 2-3%); (b) administrative processing fee (minimum INR 1,000 or 5% of the refund amount, whichever is higher); (c) value of work already completed; (d) third-party costs already incurred; (e) applicable taxes already paid (TDS, GST) which may not be recoverable.

7.6. Currency: All refunds shall be processed in Indian Rupees (INR). For international payments, KSBM shall not be responsible for exchange rate differences between the original payment and refund dates.

8. NON-REFUNDABLE ITEMS

8.1. The following are expressly non-refundable under all circumstances:

• Domain name registration and renewal fees
• SSL certificate purchases
• Third-party software license fees
• Cloud hosting and server charges already consumed
• WhatsApp Business API verification and conversation charges
• OpenAI, Google AI, and other AI API usage charges
• SMS and communication API charges
• Payment gateway setup and transaction fees
• Custom development work already completed and delivered
• Training sessions already conducted
• Consultation and strategy sessions already conducted
• Advertising spend on any platform
• Data migration and import charges
• Expedited delivery or rush charges
• Services where the Client has signed off on deliverables
• Subscription fees for any period where the service was available, regardless of whether it was used

9. CHARGEBACKS AND PAYMENT DISPUTES

9.1. The Client agrees to contact KSBM directly to resolve any payment disputes before initiating a chargeback with their bank or payment provider. Unauthorized chargebacks are a breach of these Terms and may result in: (a) immediate suspension of all Services; (b) collection proceedings for the disputed amount plus a chargeback fee of INR 5,000 per incident; (c) reporting to credit agencies and legal action as appropriate.

9.2. KSBM will cooperate with payment providers in investigating disputes and will provide evidence of services rendered, communications, and approvals.

10. SERVICE CREDIT (ALTERNATIVE TO REFUND)

10.1. At KSBM's sole discretion, in cases where a refund request does not meet the criteria for a cash refund, KSBM may offer a service credit towards future services. Service credits are non-transferable, cannot be redeemed for cash, and must be utilized within 6 (six) months of issuance.

11. CANCELLATION BY KSBM

11.1. If KSBM cancels a service or project due to operational reasons (not caused by the Client), KSBM shall refund the amount proportional to the undelivered services, less reasonable costs already incurred.

11.2. If KSBM terminates services due to the Client's breach of Terms, no refund shall be provided.

12. EXCEPTIONS

12.1. Any exceptions to this Policy must be agreed upon in writing (email or signed document) by an authorized representative of KSBM Infotech holding a designation of Director or above. Verbal commitments by any employee do not constitute valid exceptions.

13. GOVERNING LAW

13.1. This Refund Policy is governed by the laws of India. Disputes shall be subject to the exclusive jurisdiction of courts in Delhi, India.

14. CHANGES TO THIS POLICY

14.1. KSBM reserves the right to modify this Policy at any time. The revised policy will govern all transactions made after the effective date of revision.

15. CONTACT US

• Company: KSBM Infotech Pvt Ltd
• Email: cs@ksbminfotech.com
• Phone / WhatsApp: +91 8899021313
• Address: Delhi, India