Refund & Cancellation Policy

1. Overview

We would rather resolve a problem than process a refund, and we would rather process a fair refund than argue about one. This policy sets out exactly what happens in each case, so nobody is guessing.

The governing principle is simple: you pay for work that has been done, and you do not pay for work that has not.

All amounts are in Indian Rupees (₹, INR). Where an invoice was raised in another currency, refunds are made in that same currency at the exchange rate applied on the original transaction.

2. What this policy covers

This policy applies to:

• fixed-scope project engagements (app, web, software, design);
• monthly retainers and support plans;
• consulting, audit and advisory engagements; and
• purchases and subscriptions inside applications we publish.

It forms part of our Terms and Conditions. Where a signed statement of work (SOW) contains different refund terms, the SOW prevails for that engagement.

3. Cancelling a project

Either party may cancel an engagement by giving fifteen (15) days' written notice to the other. On cancellation we will:

• stop work at the end of the notice period;
• invoice for all work completed and work in progress up to that date;
• hand over everything produced and paid for, including source code and design files; and
• refund any unused balance in accordance with section 4.

We may cancel an engagement immediately, without refund of amounts covering work already done, where a client breaches our Terms, fails to pay an undisputed invoice for more than 30 days, or asks us to do something unlawful.

4. Refunds on project work

Project work is billed against milestones. What is refundable depends on how far the engagement has progressed when the cancellation notice is received.

“Hours worked” is evidenced by our time records, which we share with you on request. Committed third-party costs — cloud subscriptions, licences, app store fees — are non-refundable to the extent we cannot recover them ourselves.

5. Retainers and support plans

• Retainers are invoiced monthly in advance and renew automatically.
• You may cancel at any time with 30 days' written notice, effective at the end of the current period.
• The current month is not refundable, because the capacity has already been reserved for you and cannot be resold at short notice.
• Amounts prepaid for future months are refunded in full.
• Unused hours within a month do not carry forward unless the agreement says so.
• Where we fail to meet an agreed service level for two consecutive months, you may cancel immediately and we will refund the current month on a pro-rata basis.

6. Consulting and audits

• More than 7 days before the scheduled start: full refund.
• Between 2 and 7 days before: 50% refund — the time has been blocked out and can rarely be resold.
• Within 48 hours, or after the engagement has started: no refund.
• If we cancel or reschedule: full refund, or a rescheduled date at your choice.
• Once a written audit report has been delivered, the engagement is complete and is not refundable.

The initial scoping call is free, and carries no cancellation terms at all.

7. In-app purchases and subscriptions

Purchases made inside our mobile applications are processed by Google Play or the Apple App Store, not by us. We never receive your payment details and we cannot issue a refund for those transactions directly. Refunds are governed by the relevant store's policy.

Subscriptions renew automatically unless cancelled at least 24 hours before the current period ends. Cancel in your Google Play or Apple account settings — we cannot do it for you, and deleting the app does not cancel a subscription. Cancelling stops future charges; it does not refund the current period, and you keep access until that period ends.

If a store declines a refund you believe is justified — for example where a technical fault on our side prevented you using what you paid for — write to support@dreamcircle.in with your order reference and we will take it up with the platform on your behalf.

8. What is never refundable

• Work already completed, delivered and accepted.
• Third-party costs we have already committed on your behalf — cloud subscriptions, domain registrations, software licences, app store developer fees, SMS and email credits.
• Payment gateway and bank charges on the original transaction, where the processor does not return them to us.
• Customisation work carried out to your written specification and approved by you.
• Fees where the engagement was terminated because of a breach of our Terms.
• Free consultations, audits delivered at no charge, and promotional credits.

9. How to request a refund

Email support@dreamcircle.in with “Refund request” in the subject line, and include:

• your name and the organisation name on the invoice;
• the invoice or transaction reference;
• the amount and the date of payment;
• the reason for the request; and
• for in-app purchases, the order ID from Google Play or Apple.

We acknowledge within 2 business days and give a written decision within 7 business days. If we need more information we will ask within that period and the clock restarts when you reply.

10. Processing times and method

• Approved refunds are initiated within 3 business days of approval.
• Refunds are returned to the original payment method. We cannot pay a refund to a different account, as that is a fraud control rather than an inconvenience.
• Credit and debit cards: 7–10 business days to appear, depending on your bank.
• UPI and net banking: 3–7 business days.
• Bank transfer (NEFT/RTGS/IMPS): 3–5 business days.
• International wire: 7–14 business days; intermediary bank charges are deducted from the refunded amount.
• GST already remitted on a cancelled invoice is adjusted through a credit note in the applicable return period.

We will send you the refund reference once it is initiated. Delays after that point sit with the banking network rather than with us, but tell us if it has not arrived and we will chase it.

11. Chargebacks

Please contact us before raising a chargeback with your bank. Chargebacks take weeks, cost both parties money, and we can almost always resolve the underlying issue faster.

Where a chargeback is raised without first contacting us, we reserve the right to suspend services and to contest it with evidence of the work delivered. Any bank or gateway penalty arising from a chargeback later found to be unjustified will be payable by the account holder.

12. Disputes and escalation

If you disagree with a refund decision, reply to the decision email asking for escalation. The matter will be reviewed by a director and a final written response given within 14 business days.

If that does not resolve it, the dispute resolution process in our Terms and Conditions applies: good-faith discussion, then mediation, then arbitration seated in Mumbai, Maharashtra. All such matters are governed by the laws of India and subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra, India.

13. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top of this page shows the current version. Changes apply only to engagements entered into after the change takes effect; existing signed SOWs continue under the terms in force when they were signed.

14. Contact us

• Email: support@dreamcircle.in
• Phone: +91 80700 66644 (Monday – Saturday, 10:00 AM – 7:00 PM IST)
• Post: Dream Circle, 320, 3rd Floor, G-Block, Bandra Kurla Complex, Bandra (East), Mumbai, Maharashtra 400051, India