Refund Policy

1. Overview

BSDR Vision Technologies Private Limited is committed to providing satisfactory services through Maya AI platform. This Refund Policy outlines the terms and conditions under which refunds may be processed for our AI services, website development, and mobile app development services. This policy complies with Indian consumer protection laws and fintech association guidelines for consumer empowerment.

2. Fintech Association for Consumer Empowerment Compliance

In accordance with the Fintech Association for Consumer Empowerment Code, we ensure:

• Transparent refund processes and timelines
• Fair treatment of consumer refund requests
• Clear communication of refund eligibility criteria
• Prompt processing of legitimate refund claims
• Protection of consumer rights in digital transactions
• Compliance with RBI guidelines for digital payments
• Consumer education about refund policies and procedures

3. Refund Eligibility Criteria

3.1 AI Services Refunds

• Technical Failures: Complete refund if service is technically non-functional for more than 48 hours
• Quality Issues: Partial refund for consistently poor AI output quality
• Service Interruption: Pro-rated refund for extended service outages
• Billing Errors: Full refund for incorrect charges or duplicate billing

3.2 Development Services Refunds

• Project Cancellation: Refund of unused portion if project is cancelled before delivery milestones
• Non-Delivery: Full refund if agreed deliverables are not provided within extended timelines
• Specification Mismatch: Partial refund if delivered product significantly differs from agreed specifications

3.3 Subscription Refunds

• Early Cancellation: Pro-rated refund for unused subscription period (minimum 7-day notice required)
• Downgrade: Credit adjustment for plan downgrades within billing cycle
• Upgrade: Pro-rated billing adjustment for mid-cycle upgrades

4. Non-Refundable Items

The following are not eligible for refunds:

• Successfully delivered and accepted project work
• Custom development work that meets agreed specifications
• Usage-based charges for API calls and AI generations
• Third-party service costs (domain names, hosting, app store fees)
• Consultation and planning services that have been delivered
• Completed training and onboarding sessions
• Services used beyond the refund request period

5. Refund Request Process

5.1 How to Request a Refund

1. Contact Support: Email dheemanth@bsdrvisiontechnologies.com with refund request
2. Provide Details: Include transaction ID, service details, and reason for refund
3. Documentation: Submit relevant evidence supporting your refund claim
4. Review Process: Our team will review your request within 3-5 business days
5. Decision Notification: You will be notified of the refund decision via email
6. Processing: Approved refunds will be processed within 7-10 business days

5.2 Required Information

• Full name and registered email address
• Transaction reference number or invoice number
• Date of purchase or service initiation
• Detailed reason for refund request
• Supporting documentation (screenshots, error messages, etc.)
• Preferred refund method (original payment method or bank transfer)

6. Refund Processing Timeline

6.1 Review Period

• Initial Review: 3-5 business days
• Technical Investigation: 5-7 business days (if required)
• Complex Cases: Up to 15 business days
• Escalated Issues: Up to 30 days (with regular updates)

6.2 Processing Time

• UPI/Digital Wallets: 2-3 business days
• Credit/Debit Cards: 5-7 business days
• Net Banking: 3-5 business days
• Bank Transfer: 5-10 business days

7. Partial Refund Guidelines

7.1 Pro-rated Refunds

For subscription services, refunds are calculated based on:

• Unused service period remaining
• Actual usage during the billing cycle
• Service availability and uptime
• Terms of the specific service plan

7.2 Development Project Refunds

For custom development projects:

• Planning Phase: 90% refund if cancelled before development starts
• Development Phase: 50% refund if cancelled before 50% completion
• Testing Phase: 25% refund if cancelled before final delivery
• Post-Delivery: No refund after acceptance and delivery

8. Quality Assurance and Satisfaction

8.1 Quality Standards

We maintain high quality standards through:

• Regular service monitoring and performance metrics
• Customer feedback integration and continuous improvement
• Technical support and issue resolution processes
• Service level agreements (SLAs) for response times

8.2 Alternative Resolutions

Before processing refunds, we may offer:

• Service credits for future usage
• Technical support and troubleshooting
• Service plan modifications or upgrades
• Extended service periods at no additional cost
• Complimentary consultation or training sessions

9. Dispute Resolution

9.1 Internal Resolution

If you are not satisfied with our refund decision:

1. Contact our senior support team for review escalation
2. Provide additional documentation if requested
3. Participate in mediation discussions if offered
4. Request supervisor or management review

9.2 External Resolution

For unresolved disputes:

• Consumer forum complaints under Consumer Protection Act, 2019
• Banking ombudsman for payment-related issues
• Industry association grievance mechanisms
• Legal proceedings as per Indian jurisdiction

10. Special Circumstances

10.1 Force Majeure Events

In cases of natural disasters, government regulations, or other force majeure events affecting service delivery, refunds may be processed on a case-by-case basis with consideration for:

• Duration and impact of the disruption
• Alternative service arrangements made
• Customer's specific circumstances
• Legal and regulatory requirements

10.2 Account Termination

If we terminate your account due to violations:

• No refund for subscription fees
• Possible partial refund for unused services at our discretion
• Full refund if termination was due to our error

11. Contact Information for Refunds