1. SCOPE

1.1 This Policy governs refunds, cancellations, credits, chargebacks, and related payment matters for all products and services offered by Hype Nest Global, including without limitation:

(a) SaaS and subscription platforms;
(b) AI agents, voice AI, chatbots, and automation systems;
(c) custom software, website, and mobile application development;
(d) AI consulting, strategy, and digital transformation engagements;
(e) workflow automation, integrations, and implementation services;
(f) market research, analytics, and business intelligence deliverables;
(g) digital products, licenses, and packaged offerings; and
(h) maintenance, support, and managed services.

1.2 This Policy applies to Customers located in India and internationally. Where mandatory consumer protection or e-commerce laws in your jurisdiction require a different outcome, those laws apply solely to the extent they cannot be waived by contract. For business-to-business (B2B) transactions, the parties agree that this Policy constitutes the primary commercial framework governing refunds and cancellations.

1.3 In the event of a conflict between this Policy and an executed SOW or Order Form, the specific written terms of that SOW or Order Form shall control with respect to the subject matter of the conflict, unless the SOW or Order Form expressly incorporates this Policy without variation.

2. DEFINITIONS

For purposes of this Policy:

2.1 “Advance Payment” or “Deposit” means any upfront sum paid before or at the commencement of work.

2.2 “Agreement” means the Terms and Conditions, this Policy, the Privacy Policy, and any Order Form, SOW, MSA, or similar document incorporating these terms.

2.3 “Billing Cycle” means the recurring period (monthly, annual, or as otherwise stated) for which Subscription Fees are charged.

2.4 “Change Request” means a written request to modify scope, specifications, timeline, or deliverables after an SOW or Order Form has been approved.

2.5 “Deliverables” means custom work product created for Customer under an SOW, including software, code, designs, workflows, documentation, and related materials.

2.6 “Digital Product” means downloadable, licensed, or electronically delivered content or software that is not a custom development engagement.

2.7 “Non-Refundable Amount” means fees, costs, or charges that are not eligible for refund under this Policy or applicable law.

2.8 “Order Form” means a proposal, quotation, invoice, online checkout, or ordering document specifying Services, fees, and commercial terms.

2.9 “Project-Based Services” means fixed-scope or time-and-materials engagements governed primarily by an SOW.

2.10 “Services” means all products, platforms, software, consulting, development, automation, and related offerings of Hype Nest Global.

2.11 “Subscription Services” or “SaaS” means cloud-hosted, recurring-fee software or platform access.

2.12 “Third-Party Costs” means amounts payable to third parties in connection with the Services, including cloud hosting, AI model usage, APIs, messaging, payment gateways, licenses, domains, stock assets, and infrastructure.

3. PAYMENT TERMS

3.1 Fees are as set out in the applicable Order Form, SOW, published pricing page, or invoice. All fees are exclusive of applicable taxes unless expressly stated otherwise.

3.2 Unless otherwise specified in writing, invoices are due within fifteen (15) days of the invoice date (“Due Date”).

3.3 Customer authorizes Hype Nest Global and its payment processors (including Stripe and Razorpay) to charge the payment method on file for all amounts due, including recurring Subscription Fees, approved Change Requests, overages, and undisputed invoices.

3.4 Once invoiced and undisputed, fees are non-cancellable and, except as expressly provided in this Policy or required by mandatory law, non-refundable.

3.5 Customer is responsible for maintaining valid payment information and for ensuring that sufficient funds or credit are available to settle amounts due.

4. ADVANCE PAYMENTS AND DEPOSITS

4.1 For Project-Based Services, Hype Nest Global typically requires an Advance Payment of thirty percent (30%) to fifty percent (50%) of the total estimated or fixed project fees before work begins, unless a different structure is stated in the SOW.

4.2 Advance Payments secure resource allocation, scheduling, research, discovery, planning, and opportunity cost. Once work has commenced—including discovery calls, requirements analysis, design, architecture, prototyping, development setup, environment configuration, or third-party account setup—Advance Payments are Non-Refundable Amounts, except where mandatory law requires otherwise or Hype Nest Global has not commenced any work after receiving payment.

4.3 Remaining project fees are invoiced against milestones or as otherwise stated in the SOW. Milestone payments become Non-Refundable Amounts upon commencement of the corresponding milestone work.

4.4 If Customer fails to commence the engagement, provide required inputs, or respond within a commercially reasonable period after payment of a Deposit, Hype Nest Global may treat the engagement as Customer-cancelled under Section 15, and the Deposit shall remain non-refundable to the extent work or resource allocation has occurred.

5. PROJECT-BASED SERVICES

5.1 Project-Based Services include custom software development, website and mobile application development, AI system build-outs, automation implementations, integrations, and similar scoped work.

5.2 Fees for Project-Based Services are based on the scope agreed at SOW execution. Material expansions are handled as Change Requests under Section 14 and are not absorbed into the original fixed fee.

5.3 Upon cancellation of a project by Customer:

(a) Customer shall pay for all work performed through the effective cancellation date, including completed milestones, partially completed work valued on a proportionate or time-and-materials basis, and approved Change Requests;
(b) Advance Payments and amounts attributable to completed or commenced work are Non-Refundable Amounts;
(c) Hype Nest Global may invoice for non-cancellable Third-Party Costs already incurred or committed; and
(d) where the SOW specifies a wind-down or early-termination fee, that fee shall also apply.

5.4 If Customer terminates before a particular milestone has commenced, Hype Nest Global may, at its discretion and where no related costs have been incurred, provide a pro-rated refund of fees prepaid exclusively for that uncommenced milestone. Fees for discovery, planning, design, research, and any commenced milestone remain non-refundable.

6. SAAS SUBSCRIPTIONS

6.1 Subscription Services are licensed, not sold. Access is provided for the Subscription term stated in the Order Form.

6.2 Subscription Fees are billed in advance for each Billing Cycle. Except as expressly stated in this Policy or required by mandatory law, Subscription Fees are non-refundable, including for unused capacity, unused seats, unused API calls, unused message volume, or unused voice minutes.

6.3 Cancellation of a Subscription takes effect at the end of the then-current Billing Cycle if Customer provides timely written non-renewal notice under Section 7 or Section 8. Customer retains access through the end of the paid period. No pro-rata refund is provided for early cancellation mid-cycle unless required by mandatory law or expressly agreed in writing.

6.4 Downgrades take effect at the next renewal and do not generate refunds or credits for the current term.

7. MONTHLY PLANS

7.1 Monthly Subscription Plans renew automatically each month unless Customer provides written notice of cancellation at least five (5) business days before the next renewal date, or such other notice period as stated in the Order Form.

7.2 Upon timely cancellation, access continues until the end of the paid month. No refund is issued for the current month once the Billing Cycle has started.

7.3 Failure to cancel before the renewal cutoff results in billing for the subsequent month, which is a Non-Refundable Amount once charged, subject only to mandatory law.

8. ANNUAL PLANS

8.1 Annual Subscription Plans renew automatically for successive annual terms unless Customer provides written notice of non-renewal at least thirty (30) days before the end of the then-current annual term, unless the Order Form specifies a different notice period.

8.2 Annual fees are billed in advance. Early cancellation of an annual plan does not entitle Customer to a pro-rata refund for unused months, except where: (a) mandatory law requires a refund; (b) Hype Nest Global terminates without cause under Section 16 and elects to provide a pro-rata credit; or (c) a written Order Form expressly provides otherwise.

8.3 Annual plan discounts reflect Customer’s commitment to the full term. That commercial bargain is a material basis for the non-refundability of prepaid annual fees.

9. DIGITAL PRODUCTS

9.1 Digital Products are delivered electronically and are deemed consumed upon delivery, download, license activation, or provision of access credentials.

9.2 Except where mandatory consumer law provides a withdrawal right that has not been waived and has not expired, Digital Products are Non-Refundable Amounts once access has been provided.

9.3 Defective Digital Products that fail to substantially conform to their published description will be remediated by re-delivery or replacement. If remediation is not reasonably practicable, Hype Nest Global may, at its option, refund the fee paid for the defective Digital Product.

10. CONSULTING SERVICES

10.1 Consulting Services include AI strategy, governance advisory, risk assessment, compliance advisory, digital transformation consulting, workshops, audits, and related professional services.

10.2 Time booked for consultation, workshops, discovery, and advisory sessions is billable once the session has occurred or once the reserved time has passed without timely cancellation by Customer in accordance with the SOW or booking terms.

10.3 Fees for consulting time already delivered, preparation time reasonably incurred, research performed, and reports or recommendations issued are Non-Refundable Amounts.

10.4 Prepaid consulting packages are non-refundable to the extent sessions have been delivered or preparation has commenced. Unused sessions may be scheduled within the validity period stated in the Order Form; unused sessions that expire are Non-Refundable Amounts unless the Order Form expressly provides a carry-forward or credit.

11. AI DEVELOPMENT SERVICES

11.1 AI Development Services include design, configuration, training or fine-tuning of Customer-dedicated configurations, RAG systems, voice agents, chatbots, orchestration workflows, evaluation, and deployment of AI-powered solutions.

11.2 Because AI development involves research, prompt engineering, model selection, integration, testing, and iteration, fees attributable to work performed—including unsuccessful experimental iterations reasonably undertaken in good faith within scope—are Non-Refundable Amounts upon commencement.

11.3 AI model usage fees, embedding costs, vector database costs, and other Third-Party Costs incurred for Customer’s project are Non-Refundable Amounts once incurred, regardless of project cancellation.

11.4 Customer acknowledges that AI system performance depends on Customer Data quality, prompts, integrations, and ongoing human oversight. Dissatisfaction with probabilistic AI outcomes, after commercially reasonable configuration efforts by Hype Nest Global within the agreed scope, does not by itself create a refund entitlement.

12. CUSTOM SOFTWARE

12.1 Custom software engagements are governed by the applicable SOW, including milestones, acceptance criteria, and payment schedule.

12.2 Fees for completed milestones are Non-Refundable Amounts upon acceptance or deemed acceptance under the Terms and Conditions. Fees for commenced but incomplete milestones are payable on a proportionate basis reflecting effort expended.

12.3 Source code, repositories, environments, and interim Deliverables remain subject to the Intellectual Property terms of the Agreement. Cancellation does not entitle Customer to ownership transfer of Deliverables unless all fees due have been paid and the SOW provides for assignment.

12.4 Third-party licenses, cloud resources, and tools provisioned for the project are Non-Refundable Amounts to the extent already purchased or non-cancellable.

13. WEBSITE DEVELOPMENT

13.1 Website design and development fees cover discovery, UX/UI design, content structure, development, integrations, testing, and deployment as specified in the SOW.

13.2 Design concepts, wireframes, mockups, and development work already produced are Non-Refundable Amounts upon delivery or presentation to Customer for review.

13.3 Domain registrations, SSL certificates, hosting, themes, plugins, stock media, and similar Third-Party Costs are Non-Refundable Amounts once purchased, whether or not the project is later cancelled.

13.4 If Customer cancels after design approval but before development completion, Customer remains liable for design fees in full and for development work performed to the cancellation date.

14. CHANGE REQUESTS

14.1 Change Requests must be submitted in writing. Hype Nest Global will provide a good-faith estimate of fee, timeline, and resource impact.

14.2 No Change Request is binding until documented in a signed change order or written acknowledgment by both parties.

14.3 Fees for approved Change Request work are payable as stated in the change order and are Non-Refundable Amounts once that work has commenced.

14.4 Rejection of a Change Request estimate does not entitle Customer to a refund of amounts already paid for the original scope.

15. CANCELLATION BY CLIENT

15.1 Subscriptions. Customer may cancel Subscription Services by providing written notice in accordance with Sections 7 and 8. Cancellation takes effect at the end of the then-current paid Billing Cycle.

15.2 Project-Based Services. Customer may terminate an SOW for convenience upon thirty (30) days’ prior written notice, unless the SOW states a different period, subject to payment of:

(a) all fees for work performed through the effective termination date;
(b) non-cancellable Third-Party Costs;
(c) any wind-down fee specified in the SOW; and
(d) amounts already invoiced and unpaid.

15.3 Written cancellation notices should be sent to joydip@hypenestglobal.com and to any project contact specified in the Order Form, and should include the Customer name, Service description, Order Form or SOW reference, and requested effective date.

15.4 Verbal cancellation, chat messages alone, or failure to use the Services do not constitute valid cancellation unless confirmed in writing by Hype Nest Global.

16. CANCELLATION BY COMPANY

16.1 Hype Nest Global may cancel or decline to renew any Service by providing at least thirty (30) days’ prior written notice, except where immediate termination is permitted for cause.

16.2 Hype Nest Global may suspend or terminate immediately, without liability for refund beyond what mandatory law requires, if Customer:

(a) fails to pay amounts due after applicable notice and cure periods;
(b) breaches the Acceptable Use Policy, Terms and Conditions, or applicable law;
(c) engages in fraud, chargeback abuse, or misrepresentation;
(d) poses a security, legal, or reputational risk to the Company or other customers; or
(e) becomes insolvent, ceases operations, or undergoes a similar event.

16.3 Where Hype Nest Global terminates a prepaid Subscription without Customer cause, Hype Nest Global will provide a pro-rata refund of prepaid unused Subscription Fees for the remaining unused portion of the then-current term, less any amounts owed by Customer. No such refund applies where termination is for Customer breach.

16.4 For Project-Based Services terminated by Hype Nest Global without Customer cause, Hype Nest Global will refund prepaid fees for milestones not yet commenced, after deducting amounts due for work performed and Third-Party Costs incurred.

17. REFUND ELIGIBILITY

17.1 Refunds are available only in the following circumstances:

(a) where expressly required by mandatory applicable law that cannot be waived;
(b) where this Policy or an Order Form expressly provides for a refund;
(c) where Hype Nest Global terminates without Customer cause and elects or is required to issue a pro-rata refund under Section 16;
(d) where Customer prepaid for a specific milestone that has not commenced and no related costs have been incurred, subject to Section 5.4; or
(e) where Hype Nest Global, in its sole discretion, approves a goodwill refund or credit.

17.2 A request for refund does not create an entitlement. Eligibility is determined by Hype Nest Global based on this Policy, the Agreement, payment records, and project status.

17.3 Refund requests must be submitted in writing to joydip@hypenestglobal.com within thirty (30) days of the event giving rise to the request, unless a longer period is required by mandatory law, and must include invoice references, payment proof, and a clear statement of grounds.

18. NON-REFUNDABLE SERVICES AND AMOUNTS

18.1 To the maximum extent permitted by law, the following are Non-Refundable Amounts:

(a) work already completed or commenced, including consultation, research, planning, discovery, design, architecture, development, configuration, testing, documentation, and deployment;
(b) Advance Payments and Deposits after work or resource allocation has commenced;
(c) Subscription Fees for commenced Billing Cycles;
(d) unused seats, unused usage capacity, and mid-cycle cancellations;
(e) Digital Products after access or delivery;
(f) Third-Party Costs, licenses, hosting, AI model usage, messaging fees, domains, stock assets, and similar expenses;
(g) training, onboarding, and setup fees once delivered or commenced;
(h) Change Request work once commenced;
(i) fees unpaid due to Customer delay, non-cooperation, or scope disputes that do not constitute a material breach by Hype Nest Global; and
(j) any amount designated as non-refundable in an Order Form or SOW.

18.2 Customer acknowledges that software, AI, consulting, and digital services involve significant upfront effort and opportunity cost, and that the non-refundability provisions of this Policy are a material basis of Hype Nest Global’s pricing.

19. PARTIAL REFUND CONDITIONS

19.1 Where a partial refund is authorized under this Policy, it will be calculated as follows:

(a) for uncommenced prepaid milestones: the prepaid amount for that milestone, less allocated Third-Party Costs and administrative costs reasonably incurred;
(b) for Company termination without Customer cause of a prepaid Subscription: a pro-rata amount equal to prepaid fees multiplied by the unused portion of the Billing Cycle; and
(c) for goodwill approvals: such amount as Hype Nest Global determines in writing.

19.2 Partial refunds are never available for completed Deliverables accepted or deemed accepted, or for time already spent on consulting or development.

19.3 Credits, where offered instead of cash refunds, are applied to future Services and have no cash value except as required by law.

20. FAILED PAYMENTS

20.1 If a payment fails, is reversed, or cannot be processed, Hype Nest Global may retry the charge, notify Customer, and suspend Services until payment is successfully received.

20.2 Customer remains liable for all outstanding amounts, late interest as provided in the Terms and Conditions, and reasonable collection costs.

20.3 Repeated payment failures may result in termination and acceleration of all amounts due under the applicable Order Form or SOW.

20.4 Failed payment does not extend Subscription periods or pause Project timelines unless Hype Nest Global agrees in writing.

21. CHARGEBACKS

21.1 Customer agrees to contact Hype Nest Global to resolve billing disputes before initiating a chargeback, payment dispute, or reversal with a bank or card issuer.

21.2 Initiating a chargeback without first attempting good-faith resolution, or initiating a chargeback for amounts properly due under the Agreement, constitutes a material breach.

21.3 Upon a chargeback, Hype Nest Global may immediately suspend Services, revoke licenses and access, and pursue recovery of the disputed amount, chargeback fees, interest, and collection costs.

21.4 If a chargeback is resolved in Hype Nest Global’s favor, Customer remains responsible for all associated fees and any Service interruption consequences.

21.5 Evidence of delivery, access logs, SOW acceptance, email approvals, and payment authorizations may be submitted to financial institutions in response to chargebacks.

22. TAXES

22.1 Fees are exclusive of GST, VAT, sales tax, withholding tax, and similar governmental charges, except where an invoice expressly states that tax is included.

22.2 Customer is responsible for all applicable taxes associated with purchase and use of the Services, excluding taxes based on Hype Nest Global’s net income.

22.3 Refunds, where granted, will be adjusted for taxes in accordance with applicable tax law and Hype Nest Global’s invoicing practices. Tax components already remitted to tax authorities may be non-refundable or refundable only through statutory processes.

23. CURRENCY

23.1 Fees are quoted and payable in the currency specified in the Order Form, typically Indian Rupees (INR) or United States Dollars (USD).

23.2 Customer bears all currency conversion fees, bank charges, wire fees, and payment gateway fees associated with remitting payment.

23.3 Refunds, where granted, will ordinarily be issued in the original payment currency and via the original payment method where reasonably practicable. Hype Nest Global is not responsible for variances caused by exchange-rate fluctuations between payment and refund dates.

24. FORCE MAJEURE

24.1 Neither party is liable for failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including natural disasters, war, terrorism, civil unrest, epidemic, pandemic, governmental action, labor disputes, power or internet outages, failures of third-party cloud or AI providers, and cyberattacks not caused by the affected party’s negligence (“Force Majeure Event”).

24.2 If a Force Majeure Event continues for more than sixty (60) consecutive days, either party may terminate the affected SOW or Order Form upon written notice. In that case, Customer remains liable for fees for Services already rendered, and Hype Nest Global will refund prepaid fees for Services not yet commenced, less non-cancellable Third-Party Costs.

24.3 Temporary unavailability of Third-Party Services does not automatically entitle Customer to a refund if Hype Nest Global continues to use commercially reasonable efforts to restore or substitute functionality.

25. EXCEPTIONS

25.1 Nothing in this Policy limits rights that cannot be waived under mandatory applicable law, including non-excludable consumer guarantees where Customer qualifies as a consumer under such law.

25.2 Hype Nest Global may, without creating precedent or obligation, grant exceptions, credits, or goodwill refunds in writing. Any such exception applies only to the specific transaction identified.

25.3 Enterprise Customers with negotiated MSAs may have refund or termination terms that supersede this Policy to the extent expressly stated in the MSA.

26. REFUND PROCESSING TIMELINE

26.1 Approved refunds will be processed within thirty (30) days after Hype Nest Global confirms approval in writing.

26.2 Refunds will be issued to the original payment method where reasonably possible. Bank transfers may be used where card refunds are unavailable.

26.3 Processing times of banks, card networks, and payment gateways are outside Hype Nest Global’s control and may add additional business days after Hype Nest Global initiates the refund.

26.4 Customer must provide any information reasonably requested to complete the refund, including updated banking details where required.

27. CONTACT INFORMATION

27.1 Refund, cancellation, and billing inquiries should be directed to:

Hype Nest Global
Head Office: Bengaluru, Karnataka, India
Website: https://www.hypenestglobal.com
Email: joydip@hypenestglobal.com

27.2 Please include your full name or company name, invoice or Order Form number, payment reference, Service description, and a clear description of your request.

28. UPDATES TO THIS POLICY

28.1 Hype Nest Global may update this Policy from time to time. Material changes will be communicated via email, website notice, or in-product notice at least fifteen (15) days before taking effect, except where immediate changes are required for legal or security reasons.

28.2 Continued use of the Services after the effective date of an update constitutes acceptance of the revised Policy for future transactions. Changes do not retroactively alter refund rights for payments already completed except as required by law.

29. GOVERNING LAW

29.1 This Policy is governed by the laws of India, without regard to conflict-of-laws principles, except where mandatory local consumer laws require otherwise for qualifying consumers.

29.2 Disputes are subject to the dispute resolution, jurisdiction, and arbitration provisions of the Terms and Conditions.