Refund & Cancellation Policy
Last updated: August 2026 • UpgradeUX Studio
This policy explains how refunds and cancellations are handled for projects with UpgradeUX ("we," "us," "our"). It should be read alongside our Terms of Service.
01. Our Payment Structure
Projects are billed in three milestones:
- 50% advance: Payable before work begins.
- 25%: Payable after the client approves/signs off on the agreed key deliverable (e.g. design or core build).
- 25%: Payable before the project goes live / final handover.
02. Refund Eligibility by Stage
Before work starts (advance paid, no work commenced):
If you cancel before we begin any design or development work, you're eligible for a refund of the advance, minus a non-refundable admin/booking fee of 10% to cover discovery, scoping, and planning time already spent.
After work has started:
Once design or development work has begun, the 50% advance becomes non-refundable, as it covers the time and resources already committed to your project.
After the 2nd milestone (25%) is paid:
This payment is tied to your approval of a specific deliverable and is non-refundable once paid, since it reflects accepted work.
Before go-live (final 25%):
This is payable before launch. If UpgradeUX fails to deliver the agreed final product as scoped, you're entitled to a full or partial refund of this final installment, assessed case-by-case. Once the project has gone live/been handed over, this payment is non-refundable.
03. Non-Refundable Circumstances
Regardless of stage, the following are not eligible for refund:
- Change of mind after work has commenced;
- Delays caused by the client (late feedback, missing content/assets, unresponsiveness);
- Third-party costs already incurred on your behalf (domain names, hosting, plugin/software licenses, stock assets);
- Custom work completed and delivered as per the agreed scope, even if the client later decides not to use it.
04. Cancellation by the Client
To cancel a project, notify us in writing (email is sufficient) at hello@upgradeux.in. Any refund due will be calculated per Section 2 above and processed within 7–10 business days to the original payment method.
05. Cancellation by UpgradeUX
We may cancel or pause a project if:
- Payments are overdue by more than 15 days;
- The client is unresponsive for an extended period (30+ days), stalling progress;
- Either party breaches the Project Agreement materially.
In such cases, fees for work already completed are retained, and any remaining unused advance (if work on that portion hasn't started) will be refunded per Section 2.
06. Scope Changes ≠ Cancellation
Requests to significantly change project scope aren't treated as a cancellation — they'll be discussed and quoted separately, and existing payments toward the original scope remain as agreed.
07. How to Request a Refund
Email hello@upgradeux.in with your project name/invoice details and the reason for your request. We'll respond within our standard 24-hour SLA to confirm eligibility and next steps.
08. Disputes & Resolution
If you have any questions or disagree with a refund assessment, we are always happy to discuss it directly and work together toward a fair resolution.
