Refund, Cancellation & Dispute Policy

This policy applies to all services provided by Unitrai Private Limited (CIN: U62099UP2024PTC202032) ("Unitrai", "we", "us"). As a provider of professional IT and software development services, our engagements are custom in nature. Please read this policy carefully before making any payment.

1. Nature of our services

Unitrai provides bespoke IT services — including web development, software development, and technology consulting. All work is custom-scoped and performed on a per-project basis. Because our services involve skilled professional labour applied from the moment a project begins, refund eligibility is necessarily limited.

2. Payments and milestones

Projects are typically structured into milestones with payment due at each stage. By making a milestone payment you confirm your acceptance of the deliverables or work completed to that point. Payments are processed via PayU.

3. Refund policy

Refund eligibility

• Before work begins — if you cancel a project before any work has commenced, you are entitled to a full refund of any advance payment made, less any applicable payment processing fees.
• After work has begun — if you cancel after work has started, refunds will be calculated based on the proportion of work not yet completed at the time of cancellation. Work already completed and delivered is non-refundable.
• Completed milestones — payments for milestones that have been delivered and accepted are non-refundable.
• Change of mind — we do not offer refunds on the basis of a change of mind once a project has commenced.

Non-refundable items

• Third-party software licences, hosting fees, domain registrations, or any other costs incurred on your behalf.
• Rush or expedited service fees.
• Payment gateway transaction fees.

4. Cancellation policy

Either party may cancel an ongoing project by providing written notice. On cancellation:

• You are obligated to pay for all work completed up to the date of cancellation.
• Unitrai will deliver all completed work and assets to you within 7 business days.
• Any advance payment in excess of the value of completed work will be refunded within 14 business days.

5. Shipping & delivery policy

Unitrai provides digital services only. There are no physical goods involved in our engagements. All deliverables — including code, design files, documentation, and related assets — are delivered electronically via agreed channels (email, cloud storage, version control repositories, or our client portal at portal.unitrai.com).

Delivery timelines are agreed upon at the start of each project and set out in the project agreement. Timelines are estimates based on agreed scope and are subject to timely client co-operation, including provision of content, feedback, and approvals.

6. Dispute resolution

We are committed to resolving any issues fairly and promptly. If you have a concern about our services or a payment:

• Step 1 — Contact us directly. Raise your concern with us at support@unitrai.com within 14 days of the event giving rise to the dispute. We will acknowledge your message within 2 business days and aim to resolve it within 10 business days.
• Step 2 — Escalation. If we are unable to reach a resolution through direct communication, either party may escalate the matter to formal mediation before pursuing legal action.
• Step 3 — Legal proceedings. Disputes that cannot be resolved through the above steps shall be governed by the laws of India and subject to the exclusive jurisdiction of the courts of Uttar Pradesh, India.

7. Chargeback policy

If you initiate a payment chargeback without first attempting to resolve the matter with us directly, we reserve the right to suspend all active work and withhold all deliverables pending resolution. Chargebacks filed in bad faith will be contested with full documentation.

8. How to request a refund

To request a refund, email us at support@unitrai.com with your project reference, the payment amount, payment date, and the reason for your request. We will review and respond within 5 business days. Approved refunds are processed within 14 business days to the original payment method.

9. Contact

Unitrai Private Limited
Email: support@unitrai.com
Phone: +91 84475 57669