Refund & Cancellation Policy

At Eravue, we strive to deliver exceptional digital services and software solutions that meet your expectations. This Refund & Cancellation Policy outlines the terms and conditions for refunds and cancellations across our service offerings.

Please read this policy carefully before engaging our services or subscribing to our products. By using our services, you acknowledge and agree to the terms of this policy.

All payments are processed through Razorpay. Refunds, when approved, will be processed back to the original payment method used for the transaction.

Custom digital services (web development, app development, design, marketing, etc.) are governed by individual project contracts and Scope of Work (SOW) documents. The following general principles apply:

Project-Based Engagements

For custom development and design projects:

• Before Project Commencement: If you cancel before work begins, you may receive a refund of any advance payment, minus a 10% administrative fee to cover project setup and resource allocation costs.
• After Project Commencement: Once work has begun, refunds are calculated based on the work completed. Completed milestones and delivered work are non-refundable.
• Completed Deliverables: Any deliverables that have been approved or accepted by you are not eligible for refund.

Milestone Payments

Projects with milestone-based payment structures:

• Payments for completed milestones are non-refundable once the milestone is delivered and approved
• Payments for upcoming milestones may be refunded if work has not commenced
• Partially completed milestones will be assessed, and refunds will be calculated proportionally

Cancellation by Client

If you wish to cancel a project engagement:

• Provide written notice of cancellation to info@eravue.com
• We will assess the work completed and provide a final invoice or refund calculation within 10 business days
• You will receive all completed work and deliverables up to the cancellation date
• Early termination fees may apply as specified in your project contract

Cancellation by Eravue

We reserve the right to cancel a project engagement if:

• Payments are not received according to the agreed schedule
• Required information or feedback is not provided within reasonable timeframes
• The scope significantly changes without mutual agreement
• There is a material breach of the project contract

In such cases, we will provide notice and a fair settlement based on work completed.

For our software-as-a-service (SaaS) products hosted on separate domains:

Free Trials

• Trial periods, where offered, allow you to evaluate the product before committing to a paid subscription
• No charges are made during the trial period unless you choose to upgrade
• You may cancel at any time during the trial without any charges

Monthly Subscriptions

• Within 3 Days: If you cancel within 3 days of your first payment and have not extensively used the service, you may request a full refund
• After 3 Days: Monthly subscriptions are non-refundable. You will retain access until the end of your billing period
• Cancellation takes effect at the end of the current billing cycle

Annual Subscriptions

• Within 7 Days: If you cancel within 7 days of purchase and have not extensively used the service, you may request a full refund
• After 7 Days: Pro-rated refunds may be considered on a case-by-case basis for the unused portion of your subscription, minus any discounts received for annual payment
• Downgrading to monthly billing mid-term will result in loss of annual discount benefits

Subscription Cancellation Process

To cancel a SaaS subscription:

• Log in to your account and navigate to subscription settings
• Select "Cancel Subscription" and follow the prompts
• You will receive a confirmation email with the cancellation details
• Access continues until the end of the current billing period
• Data export options may be available before account closure

The following items and services are non-refundable under any circumstances:

• Completed and delivered digital services that have been approved
• Third-party costs incurred on your behalf (domain registrations, hosting fees, software licenses, stock images, etc.)
• Rush fees or expedited delivery charges
• Consulting and strategy sessions that have been conducted
• Custom integrations with third-party services
• Promotional offers, discounted services, or special deals
• Services provided but disputed due to subjective preferences rather than objective quality issues

How to Request a Refund

To request a refund, please follow these steps:

• Step 1: Send an email to info@eravue.com with "Refund Request" in the subject line
• Step 2: Include your order/invoice number, date of purchase, and reason for the refund request
• Step 3: Our team will review your request and respond within 3 business days
• Step 4: If approved, we will process the refund and provide confirmation

Processing Time

• Refund requests are typically reviewed within 3 business days
• Approved refunds are processed within 5-7 business days
• The time for the refund to appear in your account depends on your bank or payment provider (typically 5-10 additional business days)
• You will receive email confirmation when the refund is processed

Refund Method

Refunds will be processed to the original payment method used for the transaction:

• Credit/debit card payments will be refunded to the same card
• UPI payments will be refunded to the same UPI ID
• Net banking payments will be refunded to the same bank account
• If the original payment method is no longer available, alternative arrangements will be made

All refunds are processed through our payment partner, Razorpay, in accordance with their refund processing guidelines.

If you are not satisfied with our initial response to your refund request:

• Internal Review: Request an escalation to senior management by replying to the original response
• Response Time: Escalated reviews are completed within 10 business days
• Final Decision: The management decision will be final for internal resolution
• External Resolution: For unresolved disputes, you may seek resolution through applicable consumer protection mechanisms or the courts of New Delhi, India

We encourage open communication and will work with you in good faith to resolve any concerns about our services.

For refund requests, cancellations, or questions about this policy, please contact us:

Our support team is available Monday through Sunday, 10:00 AM to 6:00 PM IST (excluding public holidays).