Cancellation & Refund Policy
Transparent, legally binding commercial terms governing subscriptions, annual maintenance contracts (AMC), custom software development, and AI engineering services for FactoryJet Private Limited.
Subscriptions & Retainers
Cancel anytime. Cancellation takes effect from the upcoming billing month. Billed for usage consumed or period remaining in the active cycle.
Effective Next Billing MonthAnnual Maintenance (AMC)
Requires 30 days written notice. Support and pro-rata billing continue through day 30 to ensure zero downtime.
30 Days Written NoticeDesign & Custom Builds
Requires 90 days written notice. Customer pays for all work, code, and milestones completed or in progress up to the end of the notice period.
90 Days Notice + Work CompletedPreamble & Legal Framework
This Cancellation and Refund Policy ("Policy") forms a legally binding agreement between you (the "Client", "Customer", or "You") and FactoryJet Private Limited ("FactoryJet", "Company", "We", "Our", or "Us"), a private limited company incorporated under the Indian Companies Act, 2013, bearing Corporate Identification Number (CIN) U74999KA2020PTC140850 and GSTIN 29AAECF3218J1ZK, having its registered office at 70/1, Willow Herbs, Tigalarpalya, Kundalahalli, Bengaluru, Karnataka - 560037, India.
Scope of Services & Custom Deliverables
FactoryJet specializes in bespoke technology engineering, digital commerce architecture, and AI-driven growth systems. Services governed by this Policy encompass:
- Custom web design, UI/UX architecture, and headless Next.js application development
- Enterprise e-commerce engineering across Shopify, Shopify Plus, WooCommerce, Magento, and BigCommerce
- B2B commerce portals, marketplace integrations, and omnichannel architecture
- Autonomous AI agent development, workflow automations, and system integrations (n8n, Python, custom APIs)
- Search Engine Optimization (SEO), Generative Engine Optimization (GEO), and technical visibility programs
- Annual Maintenance Contracts (AMC), server infrastructure management, and technical support retainers
- Software-as-a-Service (SaaS) subscriptions, proprietary software tools, and digital platforms
Cancellation Terms by Service Category
Cancellation rules and required notice periods differ based on the engagement model, as detailed below:
| Service Category | Notice Period | Effective Cancellation | Financial Obligation |
|---|---|---|---|
| SaaS & Monthly Subscriptions | Anytime before next cycle | Upcoming billing month | Usage consumed or remainder of current active monthly cycle. |
| Annual Maintenance Contracts (AMC) | 30 Days written notice | End of 30-day notice period | Pro-rata billing settled for all maintenance coverage through day 30. |
| Custom Design & Development Works | 90 Days written notice | End of 90-day notice period | Full payment for all design, engineering, and milestones completed or in progress. |
| Hourly / Time & Materials (T&M) | 14 Days written notice | Upon notice expiration | All logged engineering hours and approved expenses up to the termination date. |
A. Subscriptions, SaaS Plans & Monthly Retainers
Clients may cancel recurring monthly subscriptions, software access, or ongoing retainer services at any time via written notice to [email protected] or through their designated client portal.
- Cancellation becomes effective starting from the upcoming billing month.
- The client will be charged for the usage consumed or the remaining period of the current active monthly billing cycle.
- No mid-month prorated refunds are issued for already provisioned cloud servers, reserved developer bandwidth, or consumed API quotas during the active cycle.
- Service access continues uninterrupted until the conclusion of the paid monthly billing cycle.
B. Annual Maintenance Contracts (AMC)
Clients subscribed to Annual Maintenance Contracts (AMC) or dedicated technical support agreements may terminate the agreement subject to the following statutory terms:
- Cancellation requires a mandatory 30 days prior written notice submitted via formal email to [email protected].
- FactoryJet will continue delivering maintenance, security patching, uptime monitoring, and SLA coverage throughout the 30-day notice period.
- The client is billed pro-rata for all maintenance services and software updates delivered up to the final day of the 30-day notice period.
- Any unused portion of prepaid annual fees extending beyond the 30-day notice period, if agreed in writing in the Statement of Work, will be credited or refunded after deducting applicable administrative and setup fees.
C. Custom Design, Development & Implementation Works
For all bespoke design projects, web development sprints, Shopify/e-commerce store builds, ERP/SaaS implementations, and AI agent engineering:
- Cancellation requires a mandatory 90 days prior written notice submitted in writing to [email protected].
- The 90-day notice window ensures orderly code documentation, repository handoff, environment decommissioning, and resource reallocation.
- The customer is strictly and legally obligated to pay for all design assets, wireframes, architectural blueprints, code modules, database structures, and sprint milestones completed or in progress up to the conclusion of the 90-day notice window.
- All advance payments and milestone disbursements allocated to started or delivered phases are non-refundable under Section 74 of the Indian Contract Act, 1872.
- Upon full financial settlement of all pending invoices and accrued expenses, FactoryJet will deliver the completed source code and digital assets up to the approved milestone.
Advance Payments & Milestone Disbursements
FactoryJet operates on a structured milestone and sprint delivery framework. Unless explicitly agreed otherwise in a written Statement of Work (SoW):
- All project kickoff deposits and milestone disbursements represent advance commitments for dedicated engineering capacity, software licenses, and cloud staging infrastructure.
- Engineering and architectural work begins only upon verified receipt of the stipulated advance payment.
- Advance payments are non-refundable once project kickoff, sprint planning, or UI/UX prototyping has commenced.
- For milestone-based contracts, payment approval for any completed milestone constitutes final client acceptance of that milestone deliverable.
Non-Refundable Third-Party Costs & Disbursements
In delivering end-to-end technology solutions, FactoryJet frequently procures specialized third-party licenses, cloud services, and digital assets on the client's behalf. The following expenses are strictly non-refundable under all circumstances:
- Domain name registrations, transfers, DNS management fees, and premium SSL certificates
- Third-party cloud infrastructure and server hosting fees (Cloudflare, AWS, Google Cloud, Vercel, DigitalOcean)
- Commercial theme licenses, software plugins, extensions, and SaaS application subscriptions
- Third-party AI model usage tokens and API fees (OpenAI, Anthropic, Google Gemini, Perplexity, Pinecone)
- Direct advertising expenditures paid to third-party ad networks (Google Ads, Meta Ads, LinkedIn Ads, TikTok Ads)
- Payment gateway onboarding, verification, or merchant processing charges
Refund Eligibility & Exceptional Circumstances
Refunds are granted strictly under exceptional circumstances evaluated on a case-by-case basis by FactoryJet management:
Eligible Circumstances
- Mutual written agreement for project termination executed before any design, development, or discovery work has commenced. In such instances, payments may be refunded after deducting a 10% administrative and payment gateway processing fee.
- Accidental duplicate transaction or verified billing error caused by technical gateway failure.
- Inability of FactoryJet to initiate agreed project services within 30 days of the contractual start date due entirely to internal operational constraints.
Ineligible Circumstances (No Refunds)
- Client change of mind, internal business restructuring, market pivots, or budget reallocation after project kickoff.
- Delays or failure to launch caused by client inaction, including delayed feedback, failure to provide content/assets, or lack of third-party API credentials.
- Subjective dissatisfaction with aesthetic choices where deliverables strictly comply with the approved design system, wireframes, and project brief.
- Unrealistic commercial outcome expectations, including third-party search engine algorithm changes, organic traffic variations, or commercial sales volumes.
- Services rendered under custom development agreements during the 90-day notice period or AMC agreements during the 30-day notice period.
Refund Processing Timelines & Mechanism
Where a refund is approved in writing by FactoryJet management:
- Refunds will be processed within 7 to 10 working days from the date of formal written approval.
- Refunds will be credited exclusively to the original payment source (bank account, debit/credit card, UPI, or international wire transfer) used during the transaction.
- For international remittances, bank intermediary charges, currency conversion differences, and wire fees will be deducted from the net refundable sum.
- Under Indian Goods and Services Tax (GST) regulations, an official Credit Note will be generated and issued in compliance with Rule 54 of the CGST Rules, 2017, adjusting the corresponding tax liability.
Chargebacks, Payment Disputes & Suspension of Services
FactoryJet is committed to transparent dispute resolution. Clients agree to contact FactoryJet management directly at [email protected] to resolve any billing discrepancy before initiating a chargeback or payment reversal with their bank or credit card company.
Consequences of Unauthorized Chargebacks
- Immediate revocation and suspension of all active cloud hosting, staging environments, API tokens, and software licenses.
- Withholding of all source code repositories, databases, and intellectual property transfers.
- Submission of complete electronic logs, time-stamped project communications, signed Statements of Work, and delivery receipts to financial institutions and merchant gateways (Razorpay, Stripe) as legal evidence of service fulfillment.
- Assessment of a $250 (or INR 20,000) administrative dispute fee plus legal recovery expenses incurred in defending unjustified chargeback claims.
Termination by FactoryJet
FactoryJet reserves the right to suspend or terminate services immediately upon written notice under the following circumstances:
- Failure by the client to settle undisputed milestone invoices within 14 days of the due date.
- Material breach of FactoryJet's Terms and Conditions, Privacy Policy, or intellectual property rights.
- Abusive, threatening, defamatory, or unlawful conduct directed at FactoryJet personnel or contractors.
- Client requests that require violating applicable laws, data protection regulations, or third-party platform policies.
Intellectual Property Ownership on Cancellation
Rights to deliverables upon cancellation are governed by the following intellectual property principles:
- Client Content: All raw text, trademarks, proprietary datasets, and materials provided by the client remain the client's exclusive property.
- Custom Deliverables: Ownership of custom code, bespoke graphic designs, and unique software workflows transfers to the client ONLY upon 100% full settlement of all pending invoices and cancellation notice dues.
- FactoryJet Pre-Existing IP: Frameworks, proprietary component libraries, boilerplate code, and AI workflow templates developed independently by FactoryJet remain Company IP, with the client receiving a non-exclusive, perpetual license for deployed instances upon full payment.
Governing Law & Dispute Resolution
This Policy and any contractual dispute arising out of or in connection with it shall be governed by and construed in accordance with the laws of the Republic of India, without regard to its conflict of law principles.
Amicable Resolution & Arbitration
In the event of any controversy or claim, the parties agree to first attempt resolution through good-faith executive negotiations within 30 days. If unresolved, disputes shall be referred to and final resolved by a sole arbitrator appointed mutually under the provisions of the Indian Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Bengaluru, Karnataka, India, and proceedings shall be conducted in the English language.
Judicial Jurisdiction
Subject to the arbitration clause, the competent courts located in Bengaluru, Karnataka, India (or Ahmedabad, Gujarat, India as designated in specific Statements of Work) shall have exclusive jurisdiction over all matters arising hereunder.
Policy Modifications & Updates
FactoryJet reserves the right to modify, amend, or update this Policy at any time to reflect statutory changes, technological advancements, or operational updates. All revisions will be published on this URL with an updated "Last Updated" timestamp. Continued engagement of FactoryJet services or payment of invoices following any amendment constitutes acceptance of the updated Policy.
Statutory Grievance Redressal Officer
In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, the contact details of the designated Grievance Redressal Officer for FactoryJet Private Limited are provided below:
Grievance Officer Contact Details
Name: Grievance Redressal Officer Company: FactoryJet Private Limited CIN: U74999KA2020PTC140850 Address: 70/1, Willow Herbs, Tigalarpalya, Kundalahalli, Bengaluru, Karnataka - 560037, India Email: [email protected] Phone: +91 96999 77699 Working Hours: Monday to Friday, 10:00 AM - 6:00 PM IST Response SLA: Acknowledgment within 48 hours; resolution within 15 business days.
Official Communications & Support
All formal cancellation notices, refund requests, and legal communications must be transmitted in writing via verifiable electronic mail or registered postal correspondence to:
FactoryJet Private Limited
Email: [email protected] Support Phone: +91 96999 77699 Founder Direct: [email protected] Corporate Address: 70/1, Willow Herbs, Tigalarpalya, Kundalahalli, Bengaluru, Karnataka - 560037, India Website: https://factoryjet.com
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Our Terms and Conditions, Privacy Policy, and Service Framework work in unison to protect client intellectual property, data security, and project governance.