Refund & Cancellation Policy

Effective date: 8 August 2026  ·  Last updated: 8 August 2026

This policy explains how refunds and cancellations work for orders placed with Puranjay Infosol Pvt Ltd (“C‑Quence”) for the Nova Services. It should be read together with our Terms of Service. Where online payments are processed via Razorpay, refunds (where applicable) are issued to the original payment method.

1. One-time setup fee

The one-time setup fee covers design, development, configuration and launch of your Nova application. Because work typically begins shortly after your onboarding call, refund eligibility depends on how much progress has been made:

• Before onboarding call / before work starts: if you cancel before your onboarding call has taken place and no design or development work has begun, you are entitled to a full refund of the setup fee, requested within 7 days of payment.
• After work has started, before delivery: if development has begun but the app has not yet been delivered/launched, we will refund the setup fee less a reasonable amount for work already completed (assessed in good faith based on milestones reached), typically retaining 25–75% depending on progress.
• After delivery / launch: once your app has been delivered and/or published to the relevant app store, the setup fee is non-refundable, as the contracted work has been completed.

2. Cooling-off window

You may cancel an order and receive a full refund of the setup fee within 7 days of payment, provided your onboarding call has not yet taken place and no development work has started. This cooling-off window does not apply once work has commenced (see above) or to maintenance fees already billed for a period during which the Services were made available to you.

3. Maintenance subscription & cancellation

Maintenance is free for the first three months after go-live, then billed monthly via an auto-debit mandate. You may cancel the mandate at any time, effective from the end of the current billing cycle — you will not be charged again after cancellation, but fees already collected for the current period are not refunded, since hosting, security and support for that period have already been provided. Cancelling maintenance does not remove your ownership of your app, code or data (see our Terms of Service), but hosting and support provided by us will stop at the end of the paid period.

4. Refund processing & timelines

Approved refunds are processed to the original payment method within 7–10 business days of approval. Depending on your bank or card network, it may take a further 3–7 business days for the amount to reflect in your account. GST already remitted on a refunded amount will be adjusted or credited in accordance with applicable GST rules.

5. Non-refundable items

• Setup fees for work already delivered or published, as described in Section 1.
• Maintenance fees for billing periods already elapsed.
• Apple/Google developer account fees billed at cost, once paid to those platforms — these are governed by Apple’s and Google’s own refund policies, not ours.
• Custom, bespoke-scope work explicitly agreed as non-cancellable in a written proposal.

6. App store & third-party fees

One-time or annual developer account fees charged directly by Apple or Google are collected at cost and paid on your behalf or by you directly into your own developer account; any refund of these fees is subject to Apple’s and Google’s respective terms, not this policy.

7. Service issues & exceptions

If we materially fail to deliver the Services as agreed (for example, a launch that is not delivered within a reasonable time of the agreed date for reasons attributable to us), please contact us — we will work with you in good faith on a fix, partial refund, or other remedy appropriate to the circumstances, evaluated on a case-by-case basis.

8. How to request a refund or cancellation

Email sales@cquence.tech with your order/reference details and reason for the request, or message us on WhatsApp. We aim to acknowledge every request within one working day and resolve it within 7 working days.