Refund & Cancellation Policy

In short: How refunds and cancellations work depends on what you bought. Client service engagements (custom software, AI, web, mobile, and SaaS build projects) are billed by milestone; deposits and advances are non-refundable, and work already performed is not refundable. SaaS subscriptions renew automatically, can be cancelled anytime, and offer a 7-day refund window for first-time subscribers — but partially used periods, add-ons, and heavily used accounts are generally non-refundable. To request a refund, email support@upstrato.co.in. Approved refunds go back to your original payment method within 7–14 business days.

Introduction

This Refund & Cancellation Policy ("Policy") explains when and how you may cancel and obtain refunds for products and services provided by Upstrato ("Upstrato," "we," "us," or "our"), operated by Upstrato Technologies Pvt. Ltd., a company registered in India, through the website https://upstrato.co.in.

Upstrato is an AI-native software studio offering AI solutions, custom software development, website development, mobile app development, SaaS product development, social-media software tools, AI SaaS products, Agentic AI, and AI agents to business clients and end-users globally, with primary operations in India.

By purchasing our services or subscribing to our products, you agree to this Policy. This Policy should be read together with our Terms of Service. Where a signed agreement, statement of work (SOW), order form, or service level agreement (SLA) contains refund or cancellation terms that differ from this Policy, those signed terms will govern for that engagement.

Scope

This Policy covers two distinct types of purchases, which have different rules:

• Client Service Engagements — bespoke, project-based work delivered under an agency or professional-services model, such as custom software, AI/ML solutions, websites, mobile apps, and SaaS product builds. These are typically governed by a proposal, SOW, or contract.
• SaaS Subscriptions — recurring, self-serve or subscription access to our software products, including AI SaaS products and social-media software tools, billed on a subscription basis.

It also addresses one-time purchases and add-ons. Please refer to the section that matches your purchase type.

Client Service Engagements

Client service engagements are custom work performed specifically for you. Because our costs — primarily skilled engineering, design, and AI development time — are incurred as the work progresses, refunds for these engagements are limited.

Milestone-Based Billing

Engagements are generally billed in milestones or phases as defined in the applicable proposal, SOW, or contract. Each milestone corresponds to work performed and/or deliverables produced during that phase. Invoices are payable according to the schedule in your agreement.

Non-Refundable Deposits and Advances

Any deposit, advance, retainer, or upfront payment required to reserve capacity and begin work is non-refundable. These payments secure our team's time and are consumed as we mobilize resources, conduct discovery, and start delivery.

Work-in-Progress Is Not Refundable

Fees for work already performed — including discovery, research, design, development, model training, testing, project management, and any completed or partially completed milestone — are not refundable, whether or not final deliverables have been released. Time and materials already expended cannot be returned.

When Partial Refunds May Apply

We aim to be fair. At our reasonable discretion, a partial refund of amounts paid but not yet earned (for example, prepaid amounts allocated to milestones we have not yet started) may be considered where:

• Upstrato is unable to deliver a contracted milestone and no acceptable alternative is agreed; or
• both parties agree in writing to terminate the engagement early.

Any partial refund will be net of work already performed, non-refundable deposits, third-party costs already incurred on your behalf, and any outstanding invoices.

Deliverables Released on Full Payment

Final deliverables — including source code, production assets, transfer of applicable intellectual property rights, and deployment — are released and/or assigned to you only upon receipt of full payment for the relevant work, as set out in your agreement. Until full payment is received, deliverables remain the property of Upstrato.

SaaS Subscriptions

The following terms apply to subscriptions to our SaaS products, AI SaaS products, and social-media software tools.

Billing Cycle and Auto-Renewal

Subscriptions are billed in advance on a recurring basis according to your selected plan (for example, monthly or annually). Unless you cancel before the renewal date, your subscription will automatically renew at the end of each billing cycle, and the payment method on file will be charged at the then-current rate for the next cycle.

How to Cancel

You may cancel at any time through your account settings/billing dashboard, or by emailing support@upstrato.co.in. To avoid being charged for the next cycle, you must cancel before your current billing period ends.

Effect of Cancellation

When you cancel, your subscription remains active until the end of the current paid billing period, after which it will not renew and access to paid features will end. Cancellation stops future charges but does not, by itself, trigger a refund for the current or previously paid periods, except as described in the refund window below.

7-Day Refund Window for First-Time Subscriptions

If you are a first-time subscriber to a given paid plan, you may request a full refund of your initial subscription charge within 7 days of that first charge by emailing support@upstrato.co.in. This refund window applies once per customer per product and does not apply to renewals, upgrades, or subsequent subscriptions.

No Refunds for Partially Used Periods or Significant Usage

Except within the first-time refund window above, subscription fees are non-refundable. We do not provide refunds or credits for:

• partially used billing periods, mid-cycle cancellations, or unused time;
• accounts that have already made significant use of the product (for example, substantial API calls, AI/agent usage, data processing, exports, or feature consumption) during the billing period; or
• downgrades made partway through a billing cycle.

Free-Trial Terms

Where we offer a free trial, you may use the product without charge for the stated trial period. Unless you cancel before the trial ends, your subscription will convert to a paid plan and your payment method will be charged automatically at the start of the first paid cycle. Trials are limited to one per customer/organization unless we state otherwise, and charges incurred after a trial converts are subject to the standard subscription refund terms above.

One-Time Purchases and Add-ons

One-time purchases and add-ons — such as setup or onboarding fees, additional seats, usage credits, premium features, priority support packages, or professional-services add-ons — are generally non-refundable once the purchase is completed and the associated benefit, access, or work has been provided or consumed.

Where an add-on has not yet been delivered, activated, or used, you may contact support@upstrato.co.in to request a refund, which we will consider at our reasonable discretion.

How to Request a Refund

To request a refund, email support@upstrato.co.in with the following details:

• the name and email associated with your account or engagement;
• your invoice number, order ID, or subscription/plan details;
• the date and amount of the charge; and
• the reason for your refund request.

We aim to acknowledge refund requests within 2–3 business days and to review and respond with a decision within 7 business days of receiving all required information. We may ask for additional details to verify your request.

Refund Processing Time and Method

Approved refunds are issued to the original payment method used for the purchase. Once approved, refunds are typically processed within 7–14 business days.

Please note that the time for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider, and is outside our control. Refunds are made in the original currency of the transaction; any currency conversion differences, foreign-exchange fluctuations, or bank charges are not the responsibility of Upstrato.

Chargebacks

If you believe you have been charged in error or are dissatisfied, please contact us first at support@upstrato.co.in so we can resolve the issue quickly. Most concerns can be settled directly and more quickly than through a chargeback.

Initiating a chargeback or payment dispute without first contacting us may result in suspension or termination of your account and access to the Services while the dispute is investigated. If a chargeback is found to be invalid, we reserve the right to recover the disputed amount and any associated fees, and to pursue any outstanding balance owed.

Exceptions and Non-Refundable Items

Regardless of anything above, the following are non-refundable except where required by applicable law:

• non-refundable deposits, advances, and retainers;
• fees for work already performed or milestones already delivered;
• third-party costs, license fees, cloud/infrastructure, AI model/API usage, domain, or payment-processing fees already incurred on your behalf;
• subscription fees for partially used periods (outside the first-time refund window) or after significant usage;
• one-time fees, add-ons, and usage credits already provided or consumed; and
• charges on accounts terminated for breach of our Terms of Service, fraud, abuse, or unlawful use.

Nothing in this Policy is intended to limit any non-waivable rights you may have under mandatory consumer-protection laws in your jurisdiction.

Changes to This Policy

We may update this Policy from time to time to reflect changes in our products, pricing, or legal requirements. When we make material changes, we will update the "Last updated" date above and, where appropriate, provide additional notice. Your continued use of the Services after changes take effect constitutes acceptance of the revised Policy. The Policy in effect at the time of your purchase governs that purchase.

Contact Us

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

• Billing and support: support@upstrato.co.in
• General inquiries: hello@upstrato.co.in
• Legal matters: legal@upstrato.co.in
• Phone: +91-XXXXXXXXXX
• Website: https://upstrato.co.in

Upstrato — Upstrato Technologies Pvt. Ltd., registered in India. This Policy is governed by the laws of India.