Refund & Cancellation Policy

1. What this covers

This policy applies to services purchased directly from Nucleus Ai Automation Private Limited — WhatsApp Business API enablement, RCS messaging, chatbot automation, SEO, website development, SaaS development, and the retainers and care plans attached to them. It is published in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and forms part of our Terms & Conditions.

Where a signed proposal or statement of work states different cancellation or refund terms, those terms prevail for that engagement.

2. How our fees are structured

Refund treatment depends on which of these an amount is:

3. Cancelling before work begins

If you cancel in writing within 7 days of payment and before we have started work on the engagement, you receive a full refund, less any payment-gateway or bank charges actually incurred and any third-party cost already committed on your instruction.

"Started work" means we have begun discovery, submitted a platform or verification application, produced designs or content, provisioned infrastructure, or scheduled dedicated team time for you.

4. Cancelling a project once work has begun

• You may cancel a project at any time with written notice. We stop work on receipt.
• You pay for all work completed or in progress up to that date, valued against the milestones in your SOW, plus any third-party costs already committed. Anything you have paid above that amount is refunded.
• Setup and platform-application fees become non-refundable once the application has been submitted to Meta, Google or a telecom operator — that work has been performed and the fee is consumed regardless of the outcome.
• Work you have already accepted, approved or put into production is not refundable.
• On cancellation we hand over everything paid for: deliverables, source files, and accounts registered in your name. No lock-in, no hostage infrastructure.

5. Cancelling a retainer or care plan

• Retainers run month to month. Either of us may cancel with 30 days' written notice.
• The current month's fee is not refundable — the team, tooling and campaign slots for that month are already committed. Service continues to the end of the notice period.
• Where a retainer is prepaid quarterly or annually, we refund the unused full months remaining after the notice period, adjusted for any discount that was conditional on the longer commitment.
• We do not charge a cancellation or exit fee.

6. What is never refundable

• Message, conversation and campaign charges already consumed — Meta, RCS, SMS and DLT costs are billed to us by the platform and cannot be recovered.
• Domain registrations, hosting, SSL certificates, third-party software licences and paid tooling purchased for you.
• Government, registration and regulatory fees.
• Fees for work already delivered, approved or deployed.
• Amounts lost to a platform rejecting an application or suspending an account because of content, consent or policy failures on your side.
• Discounts, credits and promotional value, which carry no cash equivalent.

7. If we fail to deliver

If we do not deliver what your SOW commits us to, tell us. We will first re-perform the work at our cost within a reasonable timeframe. If we still cannot deliver it, we refund the fees paid for the undelivered portion in full.

Refunds are not available for dissatisfaction with outcomes that depend on third parties or algorithms — search rankings, message delivery rates, platform approval decisions or campaign conversion — where we have performed the agreed work competently. This is stated plainly in our Terms & Conditions before you buy.

8. How to request a refund

1. Email hello@nucleusaiautomation.com from your registered email address, with the subject "Refund request — [invoice number]".
2. Include the invoice number, payment date and amount, the service concerned, and the reason for the request.
3. We acknowledge within 24 hours and give you a decision within 7 business days, in writing, with reasons.
4. Approved refunds are processed to the original payment method within 10 business days of approval. Your bank or card issuer may take a further 5–7 working days to credit it.

Refunds are made in Indian Rupees. Bank charges, foreign-exchange differences and payment-gateway fees are deducted where they were incurred. GST already remitted is adjusted in accordance with GST law, by credit note.

9. Chargebacks

Please raise a dispute with us before your bank. A chargeback filed while a refund request is open, or on an invoice for work delivered, entitles us to suspend all services immediately and to recover the disputed amount, plus bank charges, as a debt.

10. Grievance redressal

Not satisfied with a refund decision? Escalate to our Grievance Officer:

The Grievance Officer, Nucleus Ai Automation Private Limited

Unit-603 604, Floor 6th, Tower B, Bhutani Alphathum, Sector 90, NEPZ Post Office, Noida, Gautam Buddha Nagar- 201305, Uttar Pradesh

Email — hello@nucleusaiautomation.com · Phone — 8139 933 933

Complaints are acknowledged within 24 hours and resolved within 15 days, as required by the Consumer Protection (E-Commerce) Rules, 2020. You retain the right to approach the National Consumer Helpline (1915) or the appropriate Consumer Disputes Redressal Commission.