This Refund Policy applies to the software engineering, product-development, and related services (“Services”) provided by ScaleXY Private Limited (“ScaleXY”, “we”, “us”, or “our”) and forms part of our Terms of Service. Capitalised terms used but not defined here have the meaning given to them in the Terms or in the applicable Engagement Agreement.

1. Summary

ScaleXY delivers professional Services on a time-and-materials, retainer, milestone, or fixed-price basis as set out in each Engagement Agreement. Refunds are never owed and are never given. All fees paid to ScaleXY are non-refundable, whether in whole or in part, and there is no cooling-off, money-back, or satisfaction-based refund available for any Services.

2. No Refunds Are Owed or Provided

• Once an invoice is raised and paid, the payment is final. ScaleXY is under no obligation to return, reimburse, or credit any amount for any reason, including (without limitation) early termination, cancellation, change of mind, project de-prioritisation, change in business direction, dissatisfaction, or non-use of Deliverables.
• No refund, chargeback, or credit is owed where work has commenced, where a milestone has been achieved or invoiced, or where third-party costs (such as hosting, licences, or subscriptions procured on a Client’s behalf) have been incurred on the Client’s instructions.
• Milestone or stage payments, once paid, are non-refundable regardless of whether subsequent milestones are pursued or the engagement is paused or terminated.
• Retainer and prepaid amounts are non-refundable. Unused hours or prepayments do not carry an entitlement to a cash refund.

3. Billing and Cancellation

Each Engagement Agreement sets out its own billing schedule, payment terms, and any notice provisions for cancellation or termination. Where an Engagement Agreement allows cancellation, cancellation takes effect only prospectively and does not give rise to any refund of amounts already billed or work already performed. You remain liable for all fees accrued up to the effective date of termination and for any non-cancellable third-party commitments entered into on your behalf.

4. Chargebacks

You agree not to initiate a credit-card chargeback, reversal, or similar dispute in respect of any undisputed, validly raised invoice. If a chargeback is initiated in breach of this Policy, ScaleXY may dispute it, suspend any ongoing work, and, where the chargeback is reversed or unsuccessful, recover the amount together with any associated costs, fees, and reasonable legal expenses incurred in defending it.

5. Billing Errors

This Policy concerns refunds and does not affect your right to notify us of a genuine billing error. If you believe an invoice was raised in error, duplicated, or for an incorrect amount, please contact us using the details below within seven (7) days of receiving the invoice, with supporting details. We will investigate and, where we confirm a genuine clerical or processing error, adjust the invoice accordingly. This is limited to correcting errors and does not create any obligation to refund fees for Services performed.

6. Quality Issues Are Handled Separately

Any warranty, rework, or acceptance remedy for Deliverables is governed exclusively by the applicable Engagement Agreement and is separate from this Refund Policy. The existence of a warranty or rework provision does not give rise to any right to a cash refund.

7. Governing Law and Dispute Resolution

This Refund Policy is governed by the laws of India. Any dispute arising out of or in connection with this Policy shall be resolved by mandatory, binding arbitration conducted in Kochi, Kerala, India, in accordance with the Arbitration and Conciliation Act, 1996, as further described in the Terms of Service. The courts at Kochi, Kerala, India shall have exclusive jurisdiction in respect of any interim or post-award relief, or any matter not subject to arbitration.

8. Changes to This Policy

We may update this Refund Policy from time to time by posting a revised version on this page and updating the “Last updated” date above. Changes are effective immediately upon posting. The version in effect at the time an invoice is raised applies to that invoice.

9. Contact Us

If you have any questions about this Refund Policy, please contact us:

• ScaleXY Private Limited
• 39/4209, Rajagiri, Ravipuram, M.G. Road, Cochin - 682016, Kerala, India
• Email: ping@scalexy.com
• Phone: +91 9633 566 466

© 2019–2026 ScaleXY Private Limited. All rights reserved.