Refund & Cancellation Policy

01Scope & contractual priority

This policy describes Moose Infotech's approach to cancellation and refunds for technology services, dedicated resources, ERP work, automation, digital-growth engagements, support and website invoice payments. It should be read alongside the accepted proposal, statement of work and client service agreement.

A signed agreement with different terms takes precedence for that engagement. Nothing here removes mandatory statutory rights, lawful payment-dispute rights or remedies for a proven failure that cannot legally be excluded. Policy revisions do not retroactively change an existing agreement.

02Completed work & committed fees

Fees for services actually performed, completed milestones and deliverables made available in accordance with the agreed scope are generally non-refundable. Custom work cannot ordinarily be returned or resold merely because the client changes direction, decides not to launch or no longer needs it.

Refund requests are assessed against agreed scope, acceptance criteria, documented delivery and the contract, not against results that were never guaranteed. This does not prevent review of a substantiated contractual failure or a billing error.

03Deposits, advances & reserved capacity

An advance or deposit may cover discovery, mobilization, planning and capacity reserved for your project. Once work or allocation has commenced, the amount applied to those commitments is generally non-refundable in accordance with the agreement.

If cancellation occurs before work begins and before resources are committed, we may approve a refund of an unapplied balance after reviewing documented costs and contractual commitments. No automatic full-refund promise is made for every advance. Any deduction must be consistent with the agreed terms and applicable law.

04How cancellation takes effect

Send cancellation requests in writing to our official contact email, identifying the engagement and requested end date. A verbal request or stopping communication does not reliably document cancellation. We will confirm the applicable notice period, effective date, work in progress and outstanding obligations in writing.

The notice period in your agreement applies. Where no period has been agreed, our standard requested notice is fifteen (15) business days, subject to enforceability and the engagement circumstances. An administrative delay in acknowledgement does not extend an already valid contractual notice. Work and committed capacity properly billable during the notice period remain payable.

05Dedicated resources & hourly arrangements

Dedicated specialists, teams and pods involve capacity reserved for an agreed period. Current-cycle fees and notice-period commitments are generally non-refundable to the extent the capacity has been provided or validly reserved under the agreement. Client absences, unused available time or delayed instructions do not by themselves cancel that commitment.

Hourly work already performed remains billable. Treatment of unused prepaid hours, resource replacement, scheduled holidays and changes in allocation follows the engagement agreement. A replacement is not automatically a cash refund, nor does this policy create an unconditional replacement or availability guarantee.

06Retainers, subscriptions & recurring services

Maintenance, managed services and marketing retainers follow their agreed billing cycle and cancellation terms. Cancelling normally ends future service after the applicable notice period; it does not reverse fees properly earned in the current cycle.

Downgrades, pauses or scope reductions require written confirmation and generally apply from the next agreed cycle. Website invoice checkout is a payment mechanism, not by itself a subscription or authorization for indefinite automatic deductions. Any recurring-payment authorization must be established separately.

07Client delays & changes of scope

Delivery often depends on client inputs, access, approvals, content and third-party systems. Delays caused by missing dependencies can require a revised schedule and do not automatically entitle the client to a refund or discount for capacity properly reserved under the contract.

New requirements, preference changes or requests outside scope should be handled as change requests. Where an agreed deliverable has a substantiated defect, raise it with evidence so the contractual correction or acceptance process can be followed before any refund remedy is assessed.

08Third-party costs & digital handover

Domains, hosting, cloud usage, software licenses, subscriptions, advertising spend and other approved third-party purchases may be non-recoverable after commitment. A third-party refund is subject to that supplier's rules; amounts actually returned to us can be considered when reconciling your account.

Digital deliverables are not physically returnable, but handover and intellectual-property rights remain governed by your contract. Gateway or bank costs may be deducted from an approved refund only where disclosed, contractually permitted and lawful. We will not automatically retain charges that must legally be refunded.

09When a refund may be approved

A refund or credit may be appropriate for a verified overpayment, a duplicate successful payment, a demonstrable billing mistake, an amount collected for services we had already confirmed we would not provide, or another case approved in writing. Contractual and mandatory legal remedies also remain available.

Eligibility and amount are established after reviewing the invoice, transaction status, work delivered, commitments and applicable agreement. Dissatisfaction with an unguaranteed business outcome or a change of mind is not, by itself, a refund entitlement. A failed or pending transaction should be checked with the provider before attempting another payment.

10Submitting a complete request

Email your request rather than sending banking secrets through a public form. To help us locate and review it, include the following details. We may request reasonable supporting information, but never your CVV, UPI PIN, password or one-time code.

• Client or company name and the email used for the engagement.
• Invoice number, engagement reference and payment ID or transaction reference.
• Payment date, currency, amount and the disputed or requested amount.
• Reason for cancellation or refund, supporting delivery or billing evidence, and your requested resolution.

11Review & refund processing

Our normal service target is to acknowledge a complete request within two (2) business days and provide a decision or progress update within seven (7) business days. Complex disputes, missing information and provider investigations may require more time; these targets do not shorten any statutory obligation.

Once approved in writing, refunds are normally initiated within seven (7) to ten (10) business days to the original payment method and original collected currency. Bank or provider posting time is additional and outside our control. For Indian-client Razorpay payments, keep the transaction reference to track the refund with the provider. We do not promise that a refund will reach your account immediately or offer automatic refunds through this website.

12Payment disputes, suspension & final settlement

Please contact us first where practical so a billing issue can be investigated quickly. You retain any lawful right to raise a payment dispute with your provider. We may provide invoices, approvals and delivery records in response to a dispute.

Suspension, withholding of disputed deliverables, recovery of lawful costs and termination are available only as permitted by the contract and applicable law. We do not claim a right to seize client-owned systems or restrict a statutory complaint. When an engagement ends, final billing, authorized handover and continuing confidentiality obligations are reconciled under the agreement. Governing law follows the agreement or, where applicable, our Terms of Service, subject to mandatory law.