Refund & Cancellation Policy
Effective Date: September 2026 • CreatorGenix Creative Studio & IT Engineering
1Our Commitment to Fair & Transparent Billing
At CreatorGenix, our primary mission is to engineer software that exceeds expectations, delivers measurable commercial value, and drives client success. We believe in complete transparency and mutual accountability throughout our software engineering engagements.
Because software engineering involves dedicated engineering resource allocation, cloud infrastructure reservation, and proprietary architectural synthesis, this Refund & Cancellation Policy outlines the exact conditions under which cancellations, refunds, and milestone reconciliations are administered.
2Cancellation Prior to Project Kickoff
3Milestone-Based Refund Schedule
Our projects are structured into transparent, milestone-driven phases. Refunds during active engagements are governed by milestone progress:
Phase 1: Discovery, Architecture & Wireframes
If you choose to discontinue the project during the initial wireframing or architecture phase, a pro-rata refund will be issued for all unexpended sprint allocations. Client retains full rights to any completed Figma designs and architectural documents delivered up to the cancellation date.
Phase 2: Sprint Development & Milestone Approvals
Once a milestone has been demonstrated, verified on the staging environment, and formally approved by the Client, the invoice milestone associated with that deliverable becomes non-refundable. Any advance deposits paid towards future, unstarted sprint milestones will be refunded in full.
Phase 3: Final Production Release & Source Code Handover
Following final production deployment and transfer of source code repositories, IP rights, and credentials, the final delivery invoice is non-refundable. Post-launch support is covered under our complimentary 90-day hypercare warranty.
4Non-Refundable Third-Party Expenditures
Certain hard costs incurred directly on the Client’s behalf are strictly non-refundable once provisioned, including:
- Cloud infrastructure charges (AWS, Microsoft Azure, Google Cloud, DigitalOcean).
- Third-party API consumption licenses (OpenAI API tokens, Twilio SMS credits, WhatsApp Cloud API fees).
- Domain registrations, SSL commercial certificates, or Apple/Google Developer account subscriptions.
- Purchased commercial fonts, stock media licenses, or third-party proprietary software extensions.
5Dispute Resolution & Complimentary Remediation
If you believe a delivered milestone does not comply with the approved Statement of Work, our senior engineering leads will execute a 7-Day Resolution Protocol:
- Technical Audit: Our Chief Technology Officer (CTO) conducts an immediate code and functional audit against agreed acceptance criteria.
- Zero-Cost Remediation Sprint: If deviations are identified, our engineering team dedicates a complimentary sprint to remediate the code at zero additional expense to the Client.
- Amicable Settlement: If functional alignment cannot be achieved within fourteen (14) days, a fair milestone credit or refund will be authorized.
6Refund Claim Procedure & Timeline
To submit a formal cancellation or refund request:
- Submission: Email your written request to contact@creatorgenix.com stating your Project Code, SOW reference, and detailed rationale.
- Assessment Window: Our financial and technical administration will review and acknowledge your claim within two (2) to three (3) business days.
- Payout Execution: Authorized refunds are processed within five (5) to seven (7) business days directly to the original source method (Bank NEFT/RTGS, UPI, Razorpay, Stripe, or International SWIFT Wire).
7Billing & Dispute Contact Desk
For any billing inquiries, invoice clarifications, or cancellation assistance, contact our billing desk:
Billing Email: contact@creatorgenix.com
Accounts Hotline: +91 79829 36722
Corporate Offices: Prayagraj Hub & Noida Enterprise Center, Uttar Pradesh, India