UnfoldCRO

Refund Policy

We provide professional services, not physical goods. Because every project involves custom strategy, design, development, and/or consulting time that cannot be “returned,” our refund terms differ from those of a typical product-based business.

1. General Principles

UnfoldCRO (“we”, “us”, “Company”) delivers custom professional services including Shopify development, ecommerce migrations, theme customization, UX/CRO, SEO, custom web applications/portals, Odoo implementation, and ongoing maintenance. Because these services involve bespoke human effort from the moment work begins, refunds are assessed on a case-by-case basis and apply only to the extent described below.

  • All refund requests are subject to the terms of the applicable Statement of Work (SOW), proposal, or service agreement.
  • Our goal is always to resolve issues collaboratively before a refund becomes necessary.
  • Refunds, where granted, are limited to fees paid for work not yet performed or deliverables that materially fail to conform to agreed specifications.

2. Deposits & Discovery Fees

Most engagements require an upfront deposit or discovery/strategy fee before work begins.

  • Discovery/strategy fees cover research, audits, planning, and strategic recommendations. These fees are non-refundable once the discovery phase has commenced, as the intellectual effort and output are delivered immediately.
  • Project deposits(typically 30–50% of the total project fee) secure your place in our schedule and fund initial work. Deposits are non-refundable once active development or design work has begun. If we have not started any work, the deposit may be refunded in full upon written request.

3. Fixed-Fee & Milestone Projects

For projects billed as a fixed fee with defined milestones:

  • Payments made for milestones that have been completed and accepted (or deemed accepted under our Terms & Conditions) are non-refundable.
  • If the Client cancels mid-project, fees for all completed milestones plus a pro-rata amount for any partially completed milestone are due and non-refundable.
  • Fees paid in advance for milestones not yet started may be refunded, minus any administrative or resource-allocation costs incurred.

4. Time & Materials / Retainers

  • Time & materials: Fees are billed for actual hours worked. Invoiced hours for work already performed are non-refundable.
  • Monthly retainers: Retainer fees cover a reserved block of hours or services each month. Unused hours do not roll over unless expressly stated in the agreement. Retainer fees for the current billing period are non-refundable once that period has commenced. To cancel future billing, see our Service Cancellation Policy.

5. Maintenance & AMC Plans

Annual Maintenance Contracts (AMCs) and monthly maintenance plans are billed in advance for the coverage period.

  • Fees for the current coverage period are non-refundable once the period has started.
  • If you cancel an AMC partway through the term, we will not refund the portion of fees corresponding to the elapsed coverage period. A pro-rata refund for the remaining full months may be issued at our discretion.
  • Emergency or out-of-scope support billed separately under an AMC follows the Time & Materials refund terms above.

6. Change Requests & Scope Additions

Work performed under approved Change Requests is treated the same as the underlying project for refund purposes. Fees for completed change-request work are non-refundable.

7. Third-Party Fees

Any third-party costs paid on your behalf (e.g., Shopify app subscriptions, theme licenses, domain registrations, stock imagery, plugin licenses, hosting fees) are governed by the respective third party's refund policy. We are unable to issue refunds for third-party purchases. We recommend reviewing the third party's terms before purchase.

8. Acceptance & Bug Fixes

Deliverables accepted (or deemed accepted) under our Terms & Conditions are considered complete. However, if a deliverable contains a material defect or non-conformance with the agreed specifications within the thirty (30)-day Warranty Period, we will remedy the defect at no additional charge. This bug-fix obligation is an alternative to a refund; we will resolve the issue rather than issue a monetary refund for accepted work.

9. Cancellations

If you wish to cancel an engagement entirely, please refer to our Service Cancellation Policy for notice requirements and financial obligations. Refund eligibility upon cancellation follows the principles outlined in the sections above.

10. Training Sessions & Consulting Calls

Fees for scheduled training sessions, workshops, or consulting calls are non-refundable if cancelled with less than forty-eight (48) hours' notice. If cancelled with more than forty-eight (48) hours' notice, the session may be rescheduled once at no additional charge or a full refund may be issued.

11. Chargebacks & Payment Disputes

We encourage Clients to contact us directly at Info@unfoldcro.com before initiating any chargeback or payment dispute with their bank or payment provider. Unauthorized chargebacks for services that have been rendered may result in suspension of ongoing services and pursuit of the outstanding amount through appropriate channels.

12. How to Request a Refund

To request a refund, email us at Info@unfoldcro.com within fifteen (15) days of the invoice date or the event giving rise to your request. Your email should include:

  • Your name and company/brand name.
  • The project name or SOW/invoice reference number.
  • A clear description of the reason for the refund request.
  • Any supporting documentation (e.g., screenshots, correspondence).

13. Review & Processing

Upon receiving a valid refund request, we will acknowledge receipt within two (2) business days and complete our review within seven to ten (7–10) business days. If a refund is approved:

  • Refunds are processed to the original payment method. Processing times depend on your bank or payment provider and may take an additional five to ten (5–10) business days.
  • We will provide written confirmation of the refund amount and the expected timeline.

14. Exceptions

We reserve the right to make exceptions to this policy at our sole discretion on a case-by-case basis. Any exception granted does not create a precedent or ongoing obligation.

15. Agencies & End-Clients

If you engage us as a white-label or sub-contracted partner, your refund terms are governed by the agreement between you (the agency) and UnfoldCRO. Refund requests from your end-clients should be handled by you under your own refund policy; we are not liable to your end-clients directly.

16. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra, India.

17. Updates to This Policy

We may update this Refund Policy from time to time. The revised policy will be posted on this page with an updated effective date. Continued engagement of our services after changes are posted constitutes your acceptance of the revised policy.

Questions? Contact us at Info@unfoldcro.com.