Refund Policy — All Services

Effective Date: 15 September 2026

This Refund Policy applies to services provided by Obrive Industries Private Limited (“Obrive”, “Company”, “we”, “us”, or “our”) and should be read together with the applicable quotation, proposal, statement of work, service agreement, order form, retainer agreement, subscription/order confirmation, invoice and other written contractual terms (“Contract”). If a signed Contract contains a specific refund or cancellation provision, that provision will govern to the extent of any conflict.

Obrive delivers professional digital product, technology, AI, design, development, commerce, integration, content, search-discovery and immersive technology services. These engagements commonly involve allocated people, specialist expertise, discovery, design work, development environments, software licences, third-party services, infrastructure, production capacity and reserved delivery schedules.

Because professional services are planned and consumed through time, expertise, resources and deliverables, payments are generally non-refundable once work, access, scheduling, production, subscription or a service period has commenced. Obrive does not provide refunds merely because a customer changes its mind, changes business priorities, delays its internal decisions, does not use the delivered work, or becomes dissatisfied with an outcome that is not the result of a material failure by Obrive to perform the agreed scope.

Our objective is to protect both parties: customers receive the agreed professional service and a fair opportunity to raise genuine delivery issues, while Obrive is protected from refunds arising from customer-side changes, third-party dependencies, subjective preference, market outcomes or work that has already been performed.

Except where a refund is expressly required by applicable law or where Obrive determines that a serious, material and demonstrable failure by Obrive makes the contracted service substantially incapable of being delivered as agreed, fees are non-refundable.

• Payment for completed or substantially completed work is non-refundable.

• Approved discovery, research, strategy, design, development, testing, content, optimization, consulting, implementation and project-management effort is chargeable once performed.

• Reserved capacity, scheduled resources and committed delivery slots may be non-refundable even if the customer later decides not to use them.

• Refund eligibility does not arise solely from subjective dissatisfaction, change of preference, a change in management, change in business strategy, loss of funding, internal approval delays or a decision to stop a project.

• Where a genuine service defect is reported, Obrive will ordinarily first be given a reasonable opportunity to investigate, correct, re-perform or otherwise remedy the affected service before a refund is considered.

• Any refund, credit or commercial adjustment is limited to the affected service, affected milestone or affected unused portion where appropriate; it does not automatically create a right to a full-project refund.

This policy is intended to cover Obrive’s principal customer-facing service categories. Where related capabilities are bundled into one engagement, the same commercial principles apply to the complete contracted scope.

1. Website Design

UX research, information architecture, visual design, interaction design, responsive layouts, design systems and website experience design.

2. Website Development

Front-end, back-end, CMS, integrations, performance, deployment and custom website engineering.

3. Mobile App Design

Mobile UX, UI systems, flows, prototypes, interaction patterns and design specifications for mobile applications.

4. Mobile App Development

iOS, Android, cross-platform, backend-connected and production mobile application engineering.

5. UI/UX Design

User research, product UX, UI systems, prototypes, usability-oriented design and design documentation.

6. Web App & SaaS MVP Development

Web applications, MVPs, SaaS products, dashboards, portals, workflows, subscriptions and scalable product foundations.

7. AI Solutions

AI-enabled applications, assistants, automation, knowledge systems, generative AI experiences, intelligent workflows and related implementation.

8. AI Consulting

AI strategy, opportunity assessment, use-case discovery, architecture guidance, governance, roadmap and implementation advisory.

9. eCommerce Development

Commerce websites, storefronts, product experiences, checkout journeys, catalogues, integrations and commerce functionality.

10. API & Integration

API development, third-party integrations, ERP/CRM/data integrations, automation connections and system interoperability.

11. Content Marketing

Content strategy, editorial planning, thought leadership, content production, distribution and content-led growth programs.

12. SEO Services

Technical SEO, on-page optimization, search strategy, content architecture, enterprise/local/eCommerce SEO and ongoing optimization.

13. AEO Services

Answer-engine optimization, answer-first information architecture, FAQ/content structuring and answer visibility preparation.

14. GEO Services

Generative Engine Optimization, entity clarity, topical authority, structured information and AI-assisted discovery readiness.

15. 3D & Immersive Technology Services

3D design and development and, where contracted, Augmented Reality, Virtual Reality, Mixed Reality and Spatial Computing development, visualization, simulation and interactive experiences.

The signed Contract, proposal, statement of work, order form or approved scope defines what Obrive is obligated to deliver. Refunds will not be granted for work that falls outside the agreed scope, including new features, additional pages, new integrations, redesign requests, new platforms, new content requirements, additional revisions or changed technical requirements.

• Scope changes may require a new quotation, change request, revised timeline and additional payment.

• Customer approval of a milestone, design, prototype, content item, build stage or other deliverable constitutes acceptance of that stage subject to the Contract.

• Rework caused by customer-requested changes, late feedback, new requirements or third-party changes is not treated as a refundable service failure.

• Where a customer provides incomplete, inaccurate or delayed information, Obrive is not responsible for resulting delays or downstream effects on delivery.

Obrive may accept payments through methods made available on the applicable invoice, payment request or checkout flow, including credit cards, debit cards, UPI, bank transfer/NEFT/RTGS/IMPS and other approved payment methods or payment gateways.

• Payment is considered received when cleared and credited or otherwise confirmed by Obrive or its authorized payment provider.

• Customers are responsible for entering correct payment details and ensuring that their bank, card issuer or payment provider authorizes the transaction.

• Payment gateway charges, card processing fees, bank charges, currency-conversion charges, taxes and other third-party transaction costs may be non-refundable to the extent actually incurred by Obrive, subject to applicable law.

• A successful payment does not create a refund right where the underlying service is otherwise non-refundable under this policy or the Contract.

• Customers must not initiate an unjustified card chargeback, UPI dispute, bank reversal or payment-provider claim in order to bypass this policy. Any genuine payment issue should first be raised with Obrive so it can be investigated.

For fixed-scope or milestone-based projects, each payment may reserve resources and fund work associated with a defined stage. Once a milestone has started, the associated payment is generally non-refundable. If a customer terminates after work has begun, Obrive may invoice or retain amounts corresponding to work completed, work in progress, committed resources, approved expenses and non-cancellable third-party costs.

Where a project is cancelled before commencement, any refund consideration will depend on the Contract and on costs already incurred or resources already committed. A refund is not automatic.

Monthly retainers are recurring professional service engagements under which Obrive allocates people, capacity and operating time for the customer. Monthly retainer fees are generally non-refundable once the applicable service month has commenced.

• Unused hours, unused capacity, unused revision rounds or unused service allocation do not automatically convert into cash refunds.

• Unless the Contract expressly provides otherwise, unused monthly capacity does not roll over into a future month.

• Cancellation normally takes effect at the end of the applicable notice period stated in the Contract.

• Stopping work midway through a month does not automatically entitle the customer to a pro-rata refund.

• Third-party subscriptions, licences, hosting, tools or production expenses purchased for the engagement remain subject to their own provider terms and may not be refundable.

Quarterly engagements are planned around a three-month service cycle, reserved resources and agreed objectives. Once a quarterly service period begins, fees are generally non-refundable, including where the customer later reduces its internal priorities or elects not to consume all planned services.

If a Contract permits cancellation at a quarterly renewal point, cancellation must be made according to the notice and renewal terms in that Contract. Any unused service credit or rollover exists only where expressly agreed in writing.

Annual or multi-year engagements may involve strategic planning, reserved capacity, preferential commercial terms, dedicated resources, licences, infrastructure, production commitments or other costs calculated on the basis of a longer commitment.

Annual or multi-year fees are generally non-refundable after the relevant service term or commitment has commenced, except where the Contract expressly provides otherwise or where a refund is required by applicable law. Early cancellation by the customer does not automatically convert an annual commitment into a month-to-month arrangement.

Where an annual engagement is paid in instalments, each instalment remains governed by the Contract and this policy; instalment billing does not by itself create a right to cancel previously committed service periods.

For customers already operating under a signed contract, master service agreement, retainer, purchase order, statement of work or other written commercial arrangement, the agreed contractual terms take priority. This policy supplements those terms and should not be interpreted as reducing any obligation expressly accepted by Obrive in writing.

If the Contract contains service-level remedies, milestone acceptance rules, termination provisions, credits or specific refund provisions, those mechanisms will be followed before any general refund is considered.

Obrive may consider a refund only in exceptional circumstances involving a serious, material and demonstrable issue attributable primarily to Obrive, such as a material failure to provide a contracted service despite the customer having satisfied its own obligations, where reasonable correction or re-performance is not feasible or does not resolve the material issue.

• The issue must relate to an agreed contractual obligation, not an uncontracted expectation.

• The customer must notify Obrive promptly with sufficient information to investigate the issue.

• Obrive must be given a reasonable opportunity to correct, re-perform or otherwise remedy the affected service where commercially and technically feasible.

• Refund consideration may be limited to the affected portion of the service or affected milestone rather than the entire engagement.

• Any refund decision is made after reviewing the Contract, scope, delivery evidence, approvals, communications, customer dependencies, third-party dependencies and actual work performed.

• Where appropriate, Obrive may offer correction, replacement delivery, service credit or another reasonable remedy instead of a cash refund.

• Customer changes its mind after approving the project or service.

• Customer no longer needs the service or changes its business model, budget, strategy or management.

• Customer receives fewer leads, sales, rankings, traffic, conversions, downloads or business results than expected. Marketing, SEO, AEO and GEO outcomes depend on factors outside Obrive’s sole control.

• Customer does not like a design preference after approvals or requests a different creative direction without a contracted defect.

• Customer delays feedback, approvals, credentials, content, assets, access, data or third-party coordination.

• Customer asks for features, pages, platforms, integrations, content or revisions outside the agreed scope.

• Third-party platforms, app stores, payment providers, hosting providers, APIs, AI model providers, browsers, operating systems, search engines or other external systems change, fail, reject or restrict functionality.

• Customer does not deploy, publish, use or commercially launch a delivered product.

• Customer’s internal team cannot operate, maintain or adopt a delivered system despite documentation or agreed handover.

• Customer experiences an issue caused by customer-supplied code, data, content, credentials, infrastructure, integrations or third-party services.

• Unused retainer capacity or a missed customer appointment/service slot, unless the Contract expressly provides otherwise.

• Temporary outages, delays or performance issues outside Obrive’s reasonable control, subject to the applicable Contract.

• Bank, card, UPI or payment-provider processing problems where the underlying service itself was properly supplied.

Obrive does not guarantee specific search-engine rankings, AI citations, generative-engine mentions, traffic levels, leads, sales, conversion rates, advertising performance, revenue or return on investment unless a specific measurable guarantee is expressly stated in a signed Contract. Search engines, answer engines, AI systems, competitors, markets, algorithms and customer behavior are outside Obrive’s sole control. Failure to achieve an unstated commercial outcome is therefore not, by itself, a refund event.

AI Solutions, AI Consulting, websites, apps, SaaS products, integrations, commerce systems and immersive experiences may depend on third-party APIs, cloud infrastructure, app stores, browsers, devices, payment systems, AI models, licences, hosting, analytics platforms or other external technology. Changes, outages, deprecations, pricing changes, access restrictions or policy decisions by such providers do not automatically create a refund right against Obrive.

Where a third-party dependency materially affects delivery, Obrive will use reasonable efforts to identify an alternative, modify the implementation, communicate the impact or propose a commercially appropriate change.

Customers may request cancellation in writing. Cancellation does not automatically create a refund. Obrive will calculate the contractual and commercial position based on work completed, work in progress, reserved resources, notice requirements, committed costs, third-party charges, approved expenses and any applicable termination provisions.

If the customer has prepaid for a future period that has not begun, any refund consideration will be determined under the Contract and after deducting applicable non-cancellable or already-incurred costs.

• Submit the refund request in writing using the official Obrive contact channel specified in the Contract or invoice.

• Include the invoice/order reference, service name, relevant milestone or billing period, date of payment and a clear description of the alleged material service issue.

• Provide supporting evidence, including approved scope, deliverable references, screenshots, correspondence or other relevant information where applicable.

• Obrive will review the request against the Contract, scope, delivery status, approvals, customer dependencies and this policy.

• Where appropriate, Obrive may first propose correction, re-performance, replacement, service credit or another remedy.

• If a refund is approved, the amount and payment method will be confirmed in writing. Refund timing may depend on the original payment method and the processing timelines of banks, card networks or payment providers.

Approved refunds will ordinarily be returned through the original payment channel where technically and commercially possible. Card payments may be refunded to the originating card or through the applicable payment gateway. UPI payments may be returned through the supported payment mechanism or another verified method. Bank-transfer payments may be refunded to a verified bank account belonging to the contracting customer.

Obrive may request transaction evidence or bank-account verification before processing a refund to prevent payment fraud or misdirection. Cash refunds are not ordinarily provided.

A customer who believes a transaction is incorrect should contact Obrive before initiating a chargeback or payment reversal where reasonably possible. An unjustified chargeback after services have been delivered or while a contractual dispute is being reviewed may be treated as a breach of the applicable commercial arrangement.

Obrive reserves the right to provide the relevant Contract, invoices, delivery records, approvals, communications, usage records and other evidence to a bank, card network, payment gateway or dispute-resolution provider in response to an unsupported payment dispute.

Domain registrations, hosting, cloud services, software licences, paid APIs, app-store fees, payment-gateway charges, stock assets, external subscriptions, advertising spend, data services and other third-party purchases may be separately chargeable and are subject to the relevant provider’s terms. Such amounts are generally non-refundable once incurred or committed.

Taxes, duties, withholding obligations, bank charges and other statutory or transaction-related amounts will be handled as required by applicable law and the relevant invoice or Contract.

Obrive is not responsible for delays or inability to perform caused by events reasonably outside its control, including major infrastructure outages, cyber incidents affecting third parties, natural disasters, governmental restrictions, internet failures, platform shutdowns, supplier failures, widespread technology outages, war, civil disturbance or other force-majeure events. The remedies for such events will be governed by the applicable Contract.

Where a customer approves a design, milestone, prototype, content batch, application build, release candidate or other deliverable, that approval may constitute acceptance of the relevant stage under the Contract. Silence or failure to provide required feedback within a contractual review period may have the consequences specified in the Contract. Refunds will not be used as a substitute for a contractual change-request or revision process.

A defect-correction obligation, support period or warranty commitment is not the same as a refund guarantee. Where Obrive has agreed to correct a defect, the preferred remedy is correction or re-performance within the applicable support or warranty terms. A refund is considered only where the Contract permits it, applicable law requires it, or Obrive determines that the material failure cannot reasonably be remedied.

Professional digital services are designed to support business objectives, but outcomes can depend on customer execution, market conditions, competition, pricing, product-market fit, internal adoption, third-party platforms, customer demand and many other factors. Obrive does not promise that a project will generate a particular level of revenue, market share, traffic, engagement, rankings or commercial success unless such commitment is expressly documented in a signed Contract.

Refund reviews may require examination of project records, communications, invoices, deliverables, approvals and technical evidence. Obrive will handle such information according to the applicable Contract, privacy commitments and security practices. Customers should not send unnecessary sensitive personal information when submitting a refund request.

Obrive may update this Refund Policy from time to time for operational, legal, regulatory or business reasons. The version applicable to a particular transaction will generally be the version incorporated into or referenced by the applicable Contract, order or invoice, subject to applicable law.

This page is a customer-facing commercial policy and is not intended to override a signed agreement. The applicable Contract will govern the parties’ specific rights and obligations. Nothing in this policy is intended to exclude or limit a consumer or customer right that cannot lawfully be excluded or limited under applicable law. Where a dispute arises, the parties should first follow the dispute-resolution process stated in the Contract.

We want every customer engagement to be commercially clear before work begins. Customers should review the quotation, scope, payment schedule, milestones, revision limits, retainer terms, notice periods, third-party costs and cancellation provisions before making payment.

If you have a genuine delivery concern, contact Obrive promptly. Our first objective is to understand the issue and resolve it fairly and efficiently while protecting the agreed scope and commercial commitments of both parties.

Talk to Obrive Industries about your project, service agreement or billing question before making a payment or requesting cancellation.