Overview
At YooPay Software Systems Private Limited ("YooPay", "we", "our", or "us"), we are committed to delivering high-quality software solutions and services to our clients. This Refund & Cancellation Policy outlines the terms under which refunds may be requested and processed for our services.
By engaging our services or making a payment to YooPay, you acknowledge that you have read, understood, and agreed to this policy. We encourage all clients to review this policy carefully before initiating any project or subscription.
Important: All refund requests must be submitted in writing to
bilal@yoopaysoftware.com within the applicable refund window.
Refund Eligibility
Refunds may be considered under the following circumstances:
Custom Software & App Development
- If the project has not commenced and you cancel within 48 hours of making an advance payment, a full refund minus payment gateway charges will be issued.
- If work has commenced, refunds will be prorated based on the percentage of work completed at the time of cancellation request.
- If deliverables have been provided and approved by the client, no refund shall be issued for that milestone.
- If YooPay fails to deliver agreed milestones within the contractually agreed timeline (without justifiable cause), a partial refund equivalent to the undelivered portion may be issued.
Web Design & Development
- Full refund if cancelled within 24 hours of payment and before any design work has started.
- 50% refund if cancelled after initial wireframes/mockups have been delivered but before final implementation.
- No refund once development has been completed and handed over or deployed to the client's server.
Digital Marketing Services
- Monthly retainer services may be cancelled with 30 days' written notice. No refund is issued for the current billing cycle in which notice is given.
- One-time campaign fees are non-refundable once the campaign has been launched.
Software Subscriptions (Invoice & Courier Management)
- Annual subscriptions: Refund of unused months (pro-rata) if cancelled within the first 30 days of the annual term.
- Monthly subscriptions: Non-refundable for the current month; cancellation takes effect at the end of the billing period.
Non-Refundable Items
The following are strictly non-refundable under all circumstances:
- Domain registration fees, SSL certificate costs, and third-party hosting charges paid on behalf of the client.
- Any third-party API integrations, licenses, or software purchased specifically for your project.
- Google Ads, Meta Ads, or any other paid advertising budget spent on live campaigns.
- Completed and approved project milestones or deliverables.
- Rush/expedited service fees.
- Training sessions and consultation fees once rendered.
- Maintenance and support fees for services already rendered.
Note: Refunds will not be issued for client-caused delays, scope changes requested mid-project, or dissatisfaction arising from services that were delivered as per the agreed scope of work.
Cancellation Policy
Project Cancellation by Client
Clients may cancel an ongoing project by providing written notice to YooPay. Upon receipt of a cancellation notice:
- Work will halt within 2 business days of receiving written notice.
- A final invoice will be raised for work completed up to the date of cancellation.
- Any deliverables completed and paid for will be handed over to the client.
- Any advance amounts in excess of work completed will be refunded per our eligibility criteria above.
Project Cancellation by YooPay
YooPay reserves the right to cancel a project or terminate a service agreement under the following conditions:
- Non-payment or persistent delay in payments beyond the agreed schedule.
- Provision of false or misleading information during project engagement.
- Client requests that violate applicable law or our company ethics.
- Force majeure events beyond our reasonable control.
In such cases, YooPay will refund any advance payment for work not yet commenced.
Refund Process
To initiate a refund request, please follow these steps:
- Step 1: Send an email to bilal@yoopaysoftware.com with the subject line "Refund Request – [Your Name / Project Name]".
- Step 2: Include your payment reference number, project name, and reason for the refund request.
- Step 3: Our team will acknowledge your request within 2 business days.
- Step 4: We will review the request and communicate our decision within 7 business days.
- Step 5: Approved refunds will be processed within 10–15 business days to the original payment method.
Refund Timeline
Processing times vary by payment method:
- Bank Transfer (NEFT/IMPS/RTGS): 5–10 business days
- UPI Payments: 3–7 business days
- Credit/Debit Card: 7–15 business days (subject to bank processing)
- Payment Gateway (Razorpay, PayU, etc.): 7–14 business days
YooPay is not responsible for delays caused by your bank or payment provider.
Disputes
If you disagree with a refund decision, you may escalate the matter by:
- Emailing our grievance officer at bilal@yoopaysoftware.com with "ESCALATION" in the subject line.
- Providing any additional documentation or evidence supporting your claim.
All disputes shall be governed by the laws of India and subject to the exclusive jurisdiction of the courts of Dehradun, Uttarakhand.