Refund & Cancellation
Policy

This Refund and Cancellation Policy governs all transactions and service agreements entered into with NOVAWELL PRIVATE LIMITED (operating as Pinakra), registered in India. Please read this policy carefully before engaging our services.

1. Nature of Services

Pinakra provides professional IT consulting, digital development, digital marketing, creative design, PR & media, and AI infrastructure services. Due to the custom, knowledge-intensive, and time-bound nature of these services, refund eligibility is limited and subject to the terms below.

2. Consultation & Discovery Fees

Fees paid for initial consultations, discovery workshops, and scoping sessions are non-refundable once the session has been conducted. These engagements consume expert time and intellectual resources that cannot be recovered.

3. Project-Based Engagements

3.1 Before Commencement

If you cancel a project engagement before any work has commenced (i.e., within 48 hours of signing the Statement of Work and before the project kick-off meeting), you are eligible for a full refund of any advance payment, less a 5% administrative processing fee.

3.2 During Active Engagement

Once a project is underway, payments are tied to deliverables and milestones as defined in the Statement of Work. Partial refunds may be considered only for:

• Work not yet commenced at the time of cancellation
• Milestone payments for phases not yet started

Work already delivered, in progress, or partially completed is not eligible for refund. All delivered work product remains the property of Pinakra until final payment is cleared.

3.3 Completed Deliverables

Once a deliverable, phase, or milestone has been formally approved or is deemed accepted (including by silence/inaction after 7 days of delivery), no refund is applicable.

4. Retainer & Ongoing Service Agreements

For clients on monthly retainers (digital marketing, SEO, content, support):

• Cancellation requires 30 days written notice
• The current billing month is non-refundable
• Unused hours in any given month do not carry over or attract refund
• Early termination of fixed-term contracts may be subject to a break fee as specified in the contract

5. Software Licenses & Third-Party Products

Pinakra may procure third-party software licenses, hosting, cloud credits, or subscriptions on behalf of clients. These are non-refundable as they are governed by the respective vendor's terms. Any applicable refunds from vendors will be passed through to the client.

6. Exceptional Circumstances

Pinakra may, at its sole discretion, offer partial refunds or service credits in exceptional circumstances such as:

• Demonstrable failure to deliver core agreed deliverables due to Pinakra's default
• Force majeure events preventing service delivery on Pinakra's end

Any such credit or refund will be negotiated in good faith and documented in writing.

7. No Refund on Delivered Intellectual Property

Custom code, designs, strategies, reports, and other intellectual property created and delivered by Pinakra cannot be un-created. Refunds are not applicable to delivered IP regardless of the client's subsequent business decision to not use it.

8. Refund Process

To request a refund, submit a written request to legal@pinakra.com with:

• Your full name and company name
• Invoice number(s)
• Reason for the refund request
• Supporting documentation if any

We will acknowledge your request within 3 business days and respond with a decision within 10 business days. Approved refunds are processed within 15 business days via the original payment method.

9. Dispute Resolution

In the event of a dispute regarding a refund, both parties agree to first attempt good-faith resolution through direct communication. If unresolved within 30 days, disputes shall be subject to arbitration under the Arbitration and Conciliation Act, 1996, in Lucknow, Uttar Pradesh, India.

10. Changes to This Policy

Pinakra reserves the right to modify this policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after any changes constitutes acceptance of the revised policy.

11. Contact

For questions about this policy, contact us:

NOVAWELL PRIVATE LIMITED (Pinakra)
Email: legal@pinakra.com
Phone: +91 8317057912
Address: Novawell Private Limited, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh 226010, India