This policy explains how cancellations and refunds are handled by Bits N Pixels. It applies where no separate signed agreement sets out different terms; where one exists, that agreement prevails.

We provide professional services rather than goods. Work is performed by people over time, which is why refunds are assessed against work already carried out rather than applied as a blanket right of return.

1. Scope

This policy covers:

  • fixed-scope software development projects;
  • discovery and consulting engagements;
  • dedicated team and retainer arrangements;
  • platform implementations and support agreements.

2. Cancellation by you

2.1 Before work begins

If you cancel in writing before we have started work and before any resources have been reserved, any advance paid is refunded in full, less any payment gateway or bank charges that cannot be recovered.

2.2 During a discovery phase

Discovery is a short fixed-price phase. If cancelled part-way, we invoice for work completed to the cancellation date on a pro-rata basis and refund the balance. You receive all outputs produced up to that point — interview notes, process maps and any draft specification.

2.3 During a project

Projects are billed against milestones. On cancellation:

  • completed and accepted milestones are non-refundable;
  • the milestone in progress is invoiced pro-rata against work performed, evidenced by commit history and time records;
  • any advance held against future milestones not yet started is refunded;
  • third-party costs already committed on your behalf — licences, subscriptions, infrastructure — are non-refundable where we cannot recover them.

You receive all work completed and paid for, including source code, in a usable handover.

2.4 Dedicated teams and retainers

These run monthly with a notice period stated in the agreement, normally 30 days. Fees for the notice period are payable in full, since the personnel are reserved for you and cannot be reallocated at short notice. Unused hours in a retainer do not carry forward beyond the terms of that agreement and are not refundable.

3. Cancellation by us

We may end an engagement where:

  • invoices remain materially overdue after written notice;
  • the work required falls outside our competence, or we conclude we cannot deliver it to an acceptable standard;
  • we are asked to do something unlawful, or contrary to professional or ethical standards;
  • cooperation necessary for delivery is not forthcoming despite reasonable requests.

Where we terminate for a reason other than your breach, we refund advances for work not performed and provide a handover of everything completed to that point.

4. Refunds for defective work

Deliverables carry a 90-day warranty (see our Terms & Conditions). During that period we correct defects at no charge, and correction is our primary remedy.

Where a material defect cannot be remedied within a reasonable time and renders the deliverable unfit for its agreed purpose, we will discuss a partial refund proportionate to the affected functionality. Refunds are not available for:

  • changes of mind about requirements after work has been built to specification;
  • outcomes dependent on factors outside the software — such as adoption, marketing results or commercial performance;
  • issues arising from modifications made by you or a third party;
  • failures in third-party services or infrastructure outside our control.

5. How to request a refund

  1. Email support@thebitsnpixels.net with the subject "Refund request", quoting the invoice or project reference.
  2. Describe the reason and, where relevant, the defect and its effect.
  3. We acknowledge within 3 business days.
  4. We assess the request against work performed and respond with a decision and reasoning within 15 business days.

6. How refunds are paid

  • Approved refunds are issued to the original payment method wherever possible.
  • Processing typically takes 7–10 business days from approval; the time for funds to appear depends on your bank or card issuer.
  • For international payments, the amount refunded is the amount originally received by us. We cannot compensate for exchange rate movement between payment and refund.
  • Payment gateway charges, bank transfer fees and currency conversion costs are non-refundable, as they are not retained by us.
  • Where GST was charged, the refund and the corresponding credit note are processed in accordance with the applicable GST rules.

7. Chargebacks

If you believe a charge is incorrect, please contact us before raising a chargeback with your bank or card issuer. Most disputes are resolved faster directly. Where a chargeback is raised without prior contact, we reserve the right to suspend work and to submit our records of work performed to the issuer.

8. Disputes

If you disagree with a refund decision, the dispute resolution provisions in our Terms & Conditions apply — good-faith discussion first, then arbitration seated in Zirakpur, Punjab, India.

9. Contact

Bits N Pixels
SCF 08, 2nd Floor, The Eminence Plaza, VIP Road, Zirakpur, Punjab 140603, India
Email: support@thebitsnpixels.net

This document is provided for transparency about how we operate. It is not legal advice, and it does not replace the terms of any signed agreement between us, which take precedence where they differ.