Payment and Refund Policy

Last updated: 20 Aug 2026

These terms cover project work — website development, software development, design, monthly retained services, domains and hosting. They explain how we invoice, when payment is due, and when a refund applies.

Concord Sales360 is not covered here. It is a subscription product with its own billing and refund terms — see Concord Sales360 payment & refund terms.

Where a signed agreement for a specific project says something different, that agreement takes precedence. All amounts are in Indian Rupees, exclusive of GST and other applicable taxes.

How we invoice

• Projects under ₹1,00,000 — full payment upfront before work begins. This lets us commit the team without a pause partway through.
• Projects over ₹1,00,000 — billed against milestones agreed in the project document before work starts.

All development proceeds from a written scope document that both sides sign off. That is what makes it clear at every stage what has been paid for and what has been delivered — and it is why disputes are rare.

Payment due dates

Invoices are payable within thirty (30) days of receipt, or of the site going live or code being delivered, whichever applies.

If an invoice goes unpaid we send three reminders. Three days after the third reminder, we may deactivate the website, domains and email accounts associated with the account. Reactivation carries a charge of ₹9,500 + Taxes.

Fifteen days after the third reminder, the account is treated as being in default.

Accounts in default

Where an account is in default we may remove client files and data from our web space at our discretion. We are not responsible for loss of data resulting from that removal, and removal does not cancel the outstanding balance.

A cheque returned for insufficient funds carries a charge of ₹9,500 + Taxes, and the account is treated as in default until payment clears.

Clients in default agree to meet our reasonable costs of recovering the debt, including legal fees and third-party collection costs.

Backups after handover

We do not undertake to retain backups after final payment and handover. Take your own copy at handover — this is the single most useful thing you can do to protect yourself.

If you need us to restore and republish a project more than three months after handover, and the files are still available to us, a charge of ₹15,000 + Taxes applies to cover the work involved. We cannot guarantee the files will still exist.

Refunds

We refund where it is fair to do so. The principle throughout is simple: you should not pay for work that has not been done, and we should not absorb the cost of work that has.

How to request one

Email [email protected], or speak to your account manager. Requests sent any other way — to an individual staff member, through a support ticket, or by message — cannot be processed, because a refund needs a single auditable record.

Include the invoice number, the date of payment and the reason.

Within 72 hours of starting

If you decide within 72 hours of project initiation to work with a different provider, we refund what you have paid to date. No explanation needed.

After work has begun

Projects run against milestones, and real work goes into reaching each one. Work already completed is not refundable.

If a project ends by mutual agreement, you keep everything produced to that date, and anything paid in advance for work not yet started is returned. Amounts paid upfront are not refunded once work has begun and 72 hours have passed.

If we have not started

If we have not begun your project, or cannot begin it within a reasonable time, you are entitled to a full refund regardless of when you ask.

If we go quiet

If you have asked for technical assistance and received no response from us for more than ten (10) consecutive business days, you are entitled to a refund. We would far rather answer you.

Monthly retained services

SEO, social media and paid advertising retainers can be cancelled on seven (7) days’ notice. Work already delivered in the current period is not refundable.

What is not refundable

• Domain registration fees. These are paid onward to the registrar the moment a domain is registered and cannot be recovered.
• Hosting fees. Same reason — the server is provisioned and paid for.
• Work already delivered, whether a completed milestone or a completed service.
• Services involving direct staff time — installation, upgrades, technical support — once carried out. The exception is where the work was never performed, or where your hosting environment does not meet the stated requirements.
• Services bought under a limited-time or promotional offer.

Taxes

All prices are exclusive of GST and other applicable taxes, added to the invoice at the prevailing rate. Where a refund is approved, any tax charged on the refunded amount is adjusted by credit note in the normal way.

Changes to these terms

We may update these terms as our services change. The date at the top shows the last revision. Changes do not apply retrospectively to a project already underway.