Effective date: 30 July 2026
Prime Fixel provides professional IT, cloud, cybersecurity, custom software and digital marketing services ("Services") under signed engagement contracts, statements of work (SOWs) or proposals. This policy sets out how cancellations and refunds are handled.
1. Nature of our Services
Our Services are advisory, technical and time-and-material based. Once work has commenced, the value of resources committed cannot be recovered, and refunds are therefore assessed on the basis of work completed and third-party costs incurred on your behalf (software licences, cloud consumption, domain registrations, ad spend, etc.).
2. Cancellation by the client
- Before kick-off — if you cancel in writing before we have commenced work, any advance paid is refundable less a non-refundable administrative fee of 10% of the advance (subject to a minimum of ₹5,000) to cover scoping, contracting and onboarding effort.
- After kick-off, before milestone completion — you may cancel with 15 days' written notice. You will be invoiced for (a) all work performed up to the effective date of cancellation on a pro-rata or actuals basis, whichever is higher, and (b) any third-party costs already committed and non-recoverable.
- After milestone acceptance — fees for accepted milestones are non-refundable.
3. Cancellation by us
We may terminate an engagement for material breach (including non-payment) with 15 days' written notice. On such termination we will refund any prepaid fees for Services not yet performed, less third-party costs already committed on your behalf.
4. Retainers and AMC contracts
Managed IT, AMC and monthly retainer contracts run on a monthly billing cycle. Either party may terminate at the end of a calendar month with 30 days' written notice. Fees for the current billing month are not refundable. Any unused prepaid months, if applicable, will be refunded pro-rata.
5. Third-party purchases
Purchases we make on your behalf — cloud subscriptions, SaaS licences, domain names, SSL certificates, ad budgets, hardware — are governed by the third-party vendor's own refund policy. We will assist in requesting a refund but cannot guarantee recovery.
6. How to request a refund
To request a cancellation or refund, email info@primefixel.com from the email address on record with the following details:
- Invoice number and date
- Engagement or SOW reference
- Reason for the request
- Preferred refund method (original payment method by default)
We will acknowledge your request within 3 business days and confirm the outcome within 10 business days. Approved refunds are processed within 7–14 business days to the original payment method. Bank processing times may add up to an additional 5 business days.
7. Non-refundable items
- Discovery, scoping and consulting hours already delivered.
- Design and creative deliverables that have been approved by you.
- Custom development work that has been accepted or deployed to your environment.
- Fees for Services rendered under a fixed monthly retainer for the current month.
- Third-party licences, domain registrations and cloud consumption that have been utilised.
8. Disputes
If you are not satisfied with the outcome of a refund request, please write to our Grievance Officer at info@primefixel.com. Disputes not resolved amicably shall be subject to the exclusive jurisdiction of the courts at Pune, Maharashtra, India.
9. Changes
We may revise this policy from time to time. The version in effect on the date your engagement contract or SOW is signed applies to that engagement.
10. Contact
Prime Fixel, Shiv Parvati Residential Road, Narhe, Pune, Maharashtra 411041, India. Email info@primefixel.com, phone +91 9765519553.