Refund & Cancellation
How cancellation and refunds work across fixed-scope projects, retainers and product subscriptions — and what happens to work already delivered.
- Nothing is sold on this website; every engagement starts with a signed agreement.
- Fixed-scope work is billed by milestone — you can stop after any completed one.
- Retainers cancel on 30 days' notice; unused prepaid time is refunded.
- Refunds go back the way they came, within 7–10 business days of approval.
This summary is written for speed of reading and is not itself the agreement. Where it and the numbered sections below differ, the sections govern.
1. What this policy covers
This policy applies to paid engagements and product subscriptions with Kenzed Tech Lab. It does not describe a checkout on this website — there isn't one. Nothing is sold here; every engagement begins with a proposal and a signed agreement, and payment terms live in that agreement.
Where a signed agreement states different commercial terms, that agreement governs and this page is the fallback for anything it leaves unsaid.
2. Fixed-scope projects
Fixed-scope work is broken into milestones and billed against them, which is deliberate: it gives you a real exit at every boundary rather than one decision at the start.
- Cancel before we begin — before any discovery session or engineering time is booked — and the advance is refunded in full.
- Cancel mid-milestone and we invoice the work completed to that point, evidenced by the commit history and the time record, and refund the balance of what you have paid.
- Cancel at a milestone boundary and nothing further is owed. Delivered milestones are not refundable, because they are complete and handed over.
- A discovery or architecture phase that has been delivered is not refundable — its output is the specification, and you keep it.
On cancellation we hand over everything paid for: source, credentials, documentation and infrastructure access, in a working state.
3. Retainers and dedicated teams
- Either side may cancel a monthly retainer with 30 days' written notice. The notice period is billed because the team is held for you through it.
- Prepaid hours or capacity not consumed by the end of the notice period are refunded pro rata, or carried forward if you prefer.
- Retainers are not refundable retrospectively for a month already worked.
- Unused hours roll forward one month within a running retainer; they lapse after that unless the agreement says otherwise.
4. Product subscriptions and hosted platforms
- Cancel a monthly subscription any time. It runs to the end of the paid period; the current month is not refunded.
- Cancel an annual subscription within 14 days of the start of a term and the unused remainder is refunded in full. After 14 days it runs to the end of the term.
- Setup, migration, implementation and training fees are consumed on delivery and are not refundable.
- Third-party costs we pass through at cost — cloud, model APIs, licences, SMS and telephony — are not refundable once incurred.
- You may export your data at any time while the subscription is live, and for 30 days after it ends. After that it is deleted.
5. What is not refundable
- Work delivered and accepted, whether or not you go on to deploy it.
- Time spent on scope changes you requested in writing.
- Third-party costs already incurred on your behalf.
- Custom hardware or licences procured to your specification.
- Delay or non-delivery caused by required inputs, approvals, access or content not arriving from your side.
If a deliverable does not meet the agreed specification, the remedy is that we fix it. We will rework it at our cost within the warranty period stated in the agreement — 30 days from handover where nothing else is stated. A refund is what happens when rework cannot resolve it.
6. How to cancel, and how a refund runs
Send written notice to [email protected] from the email address on record, naming the engagement or subscription and the date you want it to end.
- We acknowledge within 2 business days.
- We issue a reconciliation statement within 7 business days: delivered work, time consumed, third-party costs, and the resulting balance either way.
- Once you approve it, an approved refund is initiated within 7–10 business days.
- Refunds return by the original payment method. Bank settlement times are your bank's, not ours; international transfers typically take longer.
- Bank charges, gateway fees and currency-conversion differences on the original payment are not recoverable.
7. Disputes
Raise it with your engagement lead first — most disagreements are a scope misunderstanding and get resolved in a call. If that does not settle it, escalate in writing to the address above and a director will respond within 10 business days.
Unresolved disputes go to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated at Durgapur, West Bengal, conducted in English, under Indian law.
8. Contact
Questions about this document, or any request you are entitled to make under it, should go to [email protected]. Post reaches us at the engineering centre: Rajbandh, Durgapur – 713212, West Bengal, India.
We answer within one business day in the ordinary course, and within thirty days at the outside for anything that needs a formal response.