Cancellation & Refund Policy

1. Overview

This Cancellation and Refund Policy governs the refund and cancellation procedures for services provided by Accessibility.build ("we", "us", or "our"). This policy is established in accordance with:

• The Consumer Protection Act, 2019
• The Information Technology Act, 2000
• The Consumer Protection (E-Commerce) Rules, 2020
• Payment and Settlement Systems Act, 2007

2. Refund Eligibility

2.1 Credit Purchases - Eligible for Refund

The following credit purchases are eligible for refunds within the specified timeframes:

• Unused Credits: 100% refund available within 30 days of purchase for completely unused credit packs
• Partially Used Credits: Pro-rated refund available within 30 days based on remaining unused credits
• Defective Service: Full refund available if our services fail to perform as advertised due to technical issues on our end
• Duplicate Charges: Full refund for any unauthorized or duplicate charges processed immediately upon verification
• Service Dissatisfaction: Refund available within 7 days if you're not satisfied with our services (subject to fair use policy)
• Credit Reversal: Approved refunds reverse the associated purchased credits from your account balance
• Manual Review: If your available balance is lower than the reversal amount, your account may be temporarily placed on hold until support review is completed

2.2 Non-Refundable Items

The following are not eligible for refunds:

• Free Credits: The 100 free credits provided upon signup are promotional and non-refundable
• Promotional Credits: Any bonus or promotional credits received through offers, referrals, or campaigns
• Expired Credits: We do not offer refunds on credits; however, our credits never expire
• Used Services: Credits that have been fully consumed cannot be refunded
• After 30 Days: Refund requests made after 30 days from the date of purchase (except in cases of technical failure on our part)
• Violation of Terms: No refunds will be provided if your account is terminated due to violation of our Terms of Service

3. Refund Process & Timeline

3.1 How to Request a Refund

To request a refund, please follow these steps:

1. Send an email to refunds@accessibility.build with the subject line "Refund Request"
2. Include the following information:
   • Your registered email address and account details
   • Transaction ID or order number
   • Date of purchase
   • Amount paid
   • Reason for refund request
   • Proof of purchase (receipt/invoice)
3. Our support team will review your request within 2-3 business days
4. You will receive an email confirmation once your refund is approved or if additional information is needed

3.2 Refund Processing Timeline

4. Cancellation Policy

4.1 Credit Purchases (One-Time Payments)

Since our credit system operates on a one-time purchase model (not subscription-based), there is no recurring billing to cancel. Once purchased, credits remain available in your account indefinitely until used.

• No automatic renewals or recurring charges
• No cancellation required as there are no subscriptions
• Credits never expire and remain available for your use
• You may request a refund as per our refund policy outlined above

4.2 Account Deletion

You have the right to delete your account at any time:

• Account deletion can be requested from your account settings or by contacting support
• Upon deletion, your personal data will be removed as per our Privacy Policy
• Unused credits in your account will be forfeited upon account deletion
• If you wish to receive a refund for unused credits, please request a refund before deleting your account
• Account deletion is irreversible and cannot be undone

4.3 Service Interruption or Discontinuation

In the unlikely event that we discontinue our services or experience extended service interruption:

• Users with unused credits will be notified at least 30 days in advance
• Full refunds will be provided for all unused credits
• No penalties or fees will be charged
• We will assist with data export and migration if requested

5. Pro-Rated Refund Calculation

For partially used credit packs, refunds are calculated as follows:

Note: A nominal processing fee of up to 3% may be deducted to cover payment gateway charges for pro-rated refunds (as permitted under Indian consumer law), or we may waive this fee at our discretion.

6. Payment Method & Currency

6.1 Refund Payment Method

Refunds will be processed using the same payment method used for the original purchase:

• Credit/Debit Cards: Refunded to the original card used for payment
• UPI/Net Banking: Refunded to the source bank account
• Digital Wallets: Refunded to the original wallet used
• Other Provider Methods: Refunded to the original source method when supported by Razorpay

6.2 Currency and Exchange Rates

For international transactions, refunds will be processed in the original transaction currency. If currency conversion is involved:

• Refund amount will be based on the original purchase amount in your local currency
• Exchange rate fluctuations between purchase and refund date may affect the final amount
• Currency conversion fees charged by banks or payment processors are non-refundable
• We are not responsible for exchange rate differences or third-party conversion fees

7. Dispute Resolution

7.1 Internal Dispute Resolution

We encourage you to contact us first to resolve any issues with refunds or cancellations:

• Email us at support@accessibility.build
• We aim to respond to all disputes within 48 hours
• Our team will work with you to find a fair resolution

7.2 Consumer Protection Rights

As per the Consumer Protection Act, 2019, if you are not satisfied with our resolution, you have the right to:

• File a complaint with the National Consumer Helpline (NCH): 1800-11-4000 or 14404
• Approach the Consumer Disputes Redressal Commission at District, State, or National level
• File a complaint on the National Consumer Helpline portal: consumerhelpline.gov.in
• Utilize e-Daakhil facility for online filing of consumer complaints

7.3 Jurisdiction

Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Bangalore, Karnataka, India.

8. Special Circumstances

8.1 Technical Issues

If you experience technical issues that prevent you from using our services:

• Contact our support team immediately with details of the issue
• We will work to resolve the technical problem as quickly as possible
• If we cannot resolve the issue within 7 days, we will offer a full refund or credit extension
• Credits used during the period of technical issues may be restored to your account

8.2 Force Majeure

In cases of force majeure events (natural disasters, wars, pandemics, government restrictions, etc.) that affect our ability to provide services:

• We will notify all users of the situation and expected resolution timeline
• Services may be suspended temporarily without refund obligation
• If services are suspended for more than 30 consecutive days, pro-rated refunds will be offered
• Your unused credits will be protected and remain available once services resume

8.3 Fraudulent Activities

We reserve the right to deny refunds in cases of:

• Suspected fraudulent activities or abuse of our refund policy
• Chargeback abuse or filing disputes with banks without contacting us first
• Violation of our Terms of Service or Acceptable Use Policy
• Providing false information in refund requests

Such cases may result in account suspension or termination, and we may take appropriate legal action.

9. Tax Implications

Please note that tax implications of refunds depend on your specific circumstances:

• GST charged on original purchase will be refunded proportionally with the refund amount
• If you have claimed input tax credit (ITC) on the original purchase, you may need to reverse it upon refund
• We recommend consulting with a tax professional regarding refund-related tax matters
• Refund invoices will be issued for accounting and tax purposes

10. Changes to This Policy

We reserve the right to modify this Cancellation and Refund Policy at any time. Any changes will be:

• Posted on this page with an updated "Last Updated" date
• Notified to registered users via email for significant changes
• Effective immediately upon posting unless otherwise stated
• Applied only to purchases made after the effective date of changes

Purchases made before policy changes will be governed by the policy in effect at the time of purchase.

11. Contact Information

12. Acknowledgment

By making a purchase on Accessibility.build, you acknowledge that:

• You have read and understood this Cancellation and Refund Policy
• You agree to abide by the terms outlined in this policy
• You understand your rights under the Consumer Protection Act, 2019
• You agree that this policy forms an integral part of our Terms of Service