Refund and Cancellation Policy

This Refund and Cancellation Policy (“Policy”) governs refund requests, cancellations, subscription cancellations, and related payment matters concerning services and products provided by Creative Upaay, a brand operated by Cinnovate Solutions (OPC) Private Limited (“Creative Upaay”, “Company”, “we”, “us”, or “our”).

Registered Address: 415, 4th Floor, Fortune 80 Building, University Road, Udaipur, Rajasthan, India – 313001.

This Policy applies to customers and clients located in India and other countries who purchase or engage us for our services, subject to applicable laws and the terms of the relevant agreement.

Please read this Policy together with our Terms of Use and any proposal, Statement of Work (SOW), service agreement, subscription agreement, invoice, or other applicable contract.

Where a signed agreement expressly establishes different refund or cancellation terms for a particular engagement, those terms will apply to the extent of the inconsistency, subject to applicable law.

Creative Upaay provides technology and design services, which may include:

• AI-native product development and AI implementation.
• Custom software, web application, and website development.
• UI/UX design, branding, and creative services.
• AI agents, business process automation, and workflow implementation.
• Technology consulting, integrations, and related professional services.
• Subscription-based design, development, maintenance, or other services.
• Other digital products and professional services offered by the Company.

Because our engagements may involve customised work, allocated team resources, third-party costs, intellectual property creation, and project-specific deliverables, refund eligibility depends on the nature of the service, the stage of work, the applicable agreement, and the circumstances of the request.

Unless otherwise specified in the applicable agreement or required by law:

1. Payments for work already performed, services already delivered, and milestones completed in accordance with the agreed scope are generally non-refundable.
2. Advance payments and deposits may be refundable in whole or in part where the applicable agreement provides for a refund or where a refund is otherwise required by law.
3. Payments attributable to work not yet performed may be considered for a refund after accounting for completed work, approved expenses, committed resources, and other amounts properly payable under the applicable agreement.
4. Third-party costs, including software licences, API usage, hosting charges, external subscriptions, and other non-recoverable expenses, may be excluded from refunds where those costs have been incurred or committed on your behalf, subject to applicable law.
5. No provision of this Policy removes any non-excludable statutory right available to a customer or client.

A refund is not automatic merely because a client changes their mind, changes their business requirements, or decides not to use a completed deliverable.

Custom projects include software development, AI product development, website development, branding, UI/UX design, automation implementation, and other services delivered against an agreed scope.

Design and creative services may include brand identity, graphic design, UI/UX design, motion graphics, video editing, and related deliverables.

Once work has commenced, payments attributable to completed design work, creative concepts, revisions, or other deliverables will generally not be refundable, subject to the applicable agreement and law.

If a client is dissatisfied with a deliverable, the issue will be evaluated against the agreed scope, specifications, and acceptance criteria.

Where revisions are included in the engagement, the client may request revisions within the agreed limits and timeline.

A difference in subjective preference or a change in direction after work has been completed does not, by itself, guarantee a refund.

AI-native products and custom software may involve architecture planning, research, data preparation, integrations, model configuration, infrastructure setup, development, testing, and deployment.

Refund eligibility for these services will be determined by the applicable project agreement and the stage of implementation.

Fees for completed development work, completed milestones, technical consulting, implementation, and other services already performed are generally non-refundable.

Where an agreed deliverable materially fails to meet documented acceptance criteria, the client should notify us in writing and provide reasonable details of the issue. We will review the issue and follow the corrective process established in the applicable agreement.

AI-generated outputs, model behaviour, and system performance may depend on data quality, third-party models, external APIs, infrastructure, and other factors. A particular AI-generated result or business outcome is not guaranteed unless expressly agreed in writing.

This Section does not limit any express warranty, remediation obligation, or refund right contained in the applicable agreement or required by law.

Where Creative Upaay offers subscription-based services, the applicable subscription plan, order form, or service agreement will specify the subscription period, fees, renewal terms, and cancellation requirements.

Unless otherwise stated in the applicable subscription terms:

• You may request cancellation of a subscription by contacting us through our designated support channel or using the cancellation mechanism provided for that subscription.
• Cancellation will ordinarily take effect at the end of the current paid billing period unless the applicable subscription terms state otherwise.
• Subscription fees already paid for the current billing period are generally non-refundable once the relevant service period has commenced.
• Cancelling a subscription ordinarily prevents future renewals but does not automatically refund amounts already charged.
• Any unused time, unused service capacity, or unused subscription benefits will be treated according to the applicable subscription terms and law.
• If a recurring payment is cancelled or fails, access to the subscription service may be restricted in accordance with the applicable agreement.

Where a subscription has been charged incorrectly, duplicated, or otherwise processed in error, please contact us so that we can investigate and determine the appropriate correction.

Our services may depend on third-party platforms and providers, including AI model providers, cloud hosting services, domain registrars, software vendors, payment gateways, and external APIs.

Where a third-party fee has already been incurred or committed specifically for your project or account, that amount may not be refundable by Creative Upaay if the third-party provider does not refund it.

Any such amount will be considered in accordance with the applicable agreement, the third-party provider's terms, and applicable law. We will not exclude a refund where we are legally required to provide one.

If you wish to cancel a project, subscription, or other service, please submit a written request to our designated support email or the contact channel specified in your agreement.

Your cancellation request should include:

• Your name or organisation's name.
• The relevant project, subscription, invoice, or order reference.
• The requested cancellation date.
• The reason for cancellation, where relevant.
• Any supporting information necessary to assess a refund request.

For project engagements, cancellation will be handled in accordance with the applicable proposal, SOW, or service agreement.

Unless otherwise agreed, cancellation does not remove your obligation to pay for work already completed, accepted milestones, authorised expenses, or other amounts payable under the applicable agreement.

We will confirm the applicable cancellation arrangements and any outstanding amounts after reviewing your request.

Creative Upaay may suspend or terminate a service or engagement where permitted by the applicable agreement or law, including in circumstances involving non-payment, material breach, unlawful activity, security risks, or circumstances that make continued performance impracticable.

Where we terminate an engagement, the financial consequences, including any refund due for unperformed services, will be determined by the applicable agreement and law.

If we cancel a service for which payment has been made and no corresponding service has been provided, we will assess the appropriate refund or alternative remedy in accordance with the applicable agreement and legal requirements.

Nothing in this Section permits us to retain an amount where a refund is legally required.

To request a refund, please email our support team with the subject line “Refund Request” and include the relevant project, invoice, subscription, or transaction details.

Email: support@creativeupaay.com

We may request additional information or supporting documentation to verify the payment and understand the circumstances of your request.

We will review each request individually, considering the applicable agreement, services performed, project status, payment records, third-party expenses, and relevant legal requirements.

We aim to acknowledge refund requests within a reasonable period and communicate our decision after completing the review. Where additional information is required, the review may take longer.

If a refund is approved, we will initiate the refund using the original payment method wherever reasonably possible and legally permitted, unless another method is agreed upon.

Once a refund has been approved and initiated, the time required for the funds to reach you may depend on your bank, card issuer, payment gateway, currency, and country.

Processing times may differ for domestic and international transactions.

Any estimated processing period communicated by us or a payment provider is indicative and does not constitute a guarantee of the date on which the funds will appear in your account.

We are not responsible for delays caused solely by a bank, card issuer, payment provider, or intermediary financial institution, but we will reasonably assist with enquiries concerning a refund initiated by us.

For payments made from outside India, refunds will ordinarily be processed in accordance with the original transaction, the payment provider's capabilities, and applicable foreign exchange and financial regulations.

The amount received in your local currency may differ from the original amount paid because of exchange rate movements, conversion fees, bank charges, or intermediary fees.

Any currency conversion charges or fees imposed independently by a bank or payment provider will be handled in accordance with that provider's terms and applicable law.

Where a refund cannot be processed through the original payment method, we may coordinate an alternative lawful payment method with you.

If you believe that you have been charged more than once, charged an incorrect amount, or charged for a transaction you did not authorise, please contact us promptly with the relevant transaction details.

We will investigate the payment and, where an error or unauthorised charge is established, take appropriate corrective action in accordance with applicable law and the relevant payment provider's procedures.

You may also need to contact your bank, card issuer, or payment provider to report an unauthorised transaction.

Please do not share full card numbers, passwords, one-time passwords, or other sensitive authentication credentials in your refund request.

If you have a concern about a payment or service, we encourage you to contact us so that we can attempt to resolve the issue directly.

Nothing in this Policy prevents you from exercising any rights available through your bank, card issuer, payment provider, or applicable law.

Where a chargeback or payment dispute is initiated, we may provide relevant transaction records, invoices, correspondence, and delivery evidence to the payment provider as part of the dispute resolution process, subject to applicable law and privacy obligations.

Any suspension of services, recovery of outstanding amounts, or other action arising from a payment dispute will be handled in accordance with the applicable agreement and law.

This Policy is subject to applicable consumer protection, electronic commerce, payment, and other mandatory laws.

If a provision of this Policy conflicts with a mandatory legal right or requirement, the relevant legal requirement will prevail to the extent of the conflict.

Where a particular product, subscription, or engagement has additional refund, cancellation, or termination terms, those terms should be reviewed together with this Policy.

We may update this Policy from time to time to reflect changes in our services, payment methods, business practices, or applicable legal requirements.

The revised version will be published on this page with an updated “Last Updated” date. Changes will take effect from the date specified, subject to applicable law and any contractual obligations.

We encourage you to review this Policy before making a payment or entering into a new engagement.

For refund requests, cancellation requests, or questions regarding this Policy, please contact us using the details below.

Please include the relevant project, invoice, subscription, or transaction reference when contacting us so that we can review your request efficiently.