Refund Policy

2. Refund Eligibility

2.1 Eligible Scenarios

You may be eligible for a full or partial refund under the following circumstances:

• CalliArc is unable to commence work within the agreed timeline stated in the contract
• The delivered work materially fails to meet the agreed-upon specifications and we are unable to resolve the issue within a reasonable rectification period
• A project is cancelled by CalliArc due to unforeseen circumstances before any deliverables are provided
• Duplicate payments made in error by the client
• Overpayment beyond the agreed contract value

2.2 Partial Refund Scenarios

Partial refunds may be considered in these situations:

• Client-initiated cancellation after project kickoff but before 30% of deliverables are completed — a refund of unused milestone payments may apply
• Scope reduction agreed upon by both parties mid-project where advance payment exceeds work completed
• Service downtime or failure of a specific deliverable that was part of a larger engagement

2.3 Retainer and Subscription Services

For monthly retainer or subscription-based engagements, refunds are available only for the unused portion of a prepaid billing period if a cancellation request is submitted within the first 7 days of that billing cycle. No refund is issued for cancellations received after 7 days into an active billing cycle.

3. How to Request a Refund

3.1 Initiating a Request

To initiate a refund request, please contact our billing team at [email protected] with the following information:

• Your full name and company name (if applicable)
• Invoice number or contract reference
• Date of payment and amount paid
• Detailed reason for the refund request
• Any supporting documentation (screenshots, correspondence, etc.)

3.2 Review Process

Upon receiving your request, our team will:

• Acknowledge receipt of your request within 2 business days
• Review the request against the terms of your contract and this policy
• Consult with the project team to assess the work completed and deliverables provided
• Communicate the outcome of the review within 10 business days

3.3 Resolution Options

Depending on the outcome, CalliArc may offer one of the following resolutions:

• Full Refund: Returned to the original payment method
• Partial Refund: Proportional to work not yet delivered
• Service Credit: Applied toward future CalliArc engagements
• Remediation: We re-perform or fix the disputed deliverable at no additional cost

4. Refund Timelines

Once a refund is approved, the processing time depends on the original payment method:

• Credit/Debit Card: 5–10 business days to appear on your statement
• Bank Transfer (Wire): 7–14 business days depending on your bank and country
• PayPal or Online Payment Gateway: 3–7 business days
• Service Credit: Applied to your account within 2 business days of approval

CalliArc is not responsible for delays caused by your bank or payment provider. If you have not received your refund within the stated timeframe, please contact us and we will investigate on your behalf.

5. Non-Refundable Items & Exceptions

The following are generally not eligible for refunds:

• Work that has been completed, delivered, and accepted by the client
• Discovery, research, or strategy sessions that have already been conducted
• Third-party costs incurred on your behalf (domain registrations, cloud infrastructure, licensing fees, APIs)
• Rush or expedited delivery fees
• Change requests or scope additions approved after the original contract was signed
• Cancellations requested after 50% or more of the project deliverables have been completed
• Delays or project issues caused by the client (late feedback, unavailability, access issues)
• Dissatisfaction based on subjective preference after approved specifications have been implemented

In cases of client-caused delays or scope changes, CalliArc reserves the right to assess refund eligibility on a case-by-case basis at its sole discretion.